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Customer Experience

Learn about your customers and get more from every interaction.

Turn customers into brand advocates

We understand that your customers are the heart of your business, so you need to understand not just what they think of your organisation but how they feel about you and why. We combine traditional market research techniques with insights and techniques drawn from behavioural science and design thinking. We can help you understand customers better and make every customer interaction an opportunity to create a brand advocate.

Our approach includes simple snapshot measures like Net Promoter Scores to in-depth analysis of customer experiences. We get behind the bald metrics to understand their drivers, the first step to making real changes to how you and your customers interact. We can undertake customer satisfaction and effort measurement, customer journey optimisation, touchpoint analyses and friction reduction, help you to examine shopper loyalty and attrition and ways to make digital migration easier and develop omni-channel strategies. 

Our methods tap into emotional and linguistic influences as well as rational ones. Using the MRI  benchmarking we can diagnose how customer centric the tiers of your organisation are and what you need to do to mobilise them to drive sustainable business growth.

See also Staff Surveys,Mystery Shopping

Case Studies

  • New Expert Information Product

  • Understanding Customer Pricing

  • Benchmarking Mystery Shopping

  • Brand Development

  • Broker Relationship Survey

  • Understanding the use of Temporary Labour

  • Website Development

  • Sentencers' Satisfaction Survey

  • Public Consultation - Waste

  • Visitor Survey

  • Help Desk Mystery Shopping

  • Cathedral Visitor Survey

  • Global Advertising Campaign

  • Sports Facility Survey

  • Development of the Direct Offering

  • Service Delivery Mystery Shopping

  • Brand Image Research

  • Plasterboard Packaging Research

  • Housing Scheme Test

  • Tourism Focus Groups

  • Multi-national Usage & Attitude Survey

  • International Satisfaction & Development

  • Affinities Partner

  • Public Consultation - Council Tax

  • Trade-off Pricing Research

  • Satisfaction Survey (Housing)

  • International Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Understanding Attrition

  • Product Development using Ethnography

  • Luxury In-store Display

  • Understanding the Sales Journey Experience from both sides

  • Marketing consultancy for direct insurance

  • Compliance Mystery Shopping

  • Reader Satisfaction

  • Understanding Local Business Needs

  • Comms testing alongside NPD

  • Staff Surveys

  • Revitalising Existing Brand

  • Loyalty Scheme

  • Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Communication: New and existing financial products

  • Strategic Brand Development

  • Engaging adults back into education

  • Developing marketing materials for new products

  • Prototype Evaluation

  • Adult Home Care Tracking Product Development

  • Audience Development Plan

  • Mixed Media Advertising Analysis

  • Driving business growth

Contact Phoenix MRC


01242 256816



Whithorne House / London Road / Cheltenham / Gloucestershire / GL52 6UY

Find us