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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

  • Public Consultation - Council Tax

  • Brand Image Research

  • Competitor Mystery Shopping

  • Affinities Partner

  • Cathedral Visitor Survey

  • Housing Scheme Test

  • Product Development using Ethnography

  • Engaging adults back into education

  • Website Development

  • Benchmarking Mystery Shopping

  • New Expert Information Product

  • Understanding the use of Temporary Labour

  • Compliance Mystery Shopping

  • Revitalising Existing Brand

  • Luxury In-store Display

  • Marketing consultancy for direct insurance

  • Service Delivery Mystery Shopping

  • Understanding Customer Pricing

  • Understanding Local Business Needs

  • Communication: New and existing financial products

  • Plasterboard Packaging Research

  • Trade-off Pricing Research

  • International Satisfaction & Development

  • Help Desk Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Brand Development

  • Broker Relationship Survey

  • Comms testing alongside NPD

  • Tourism Focus Groups

  • Global Advertising Campaign

  • Audience Development Plan

  • Prototype Evaluation

  • International Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Brand Development & Product Screening

  • Strategic Brand Development

  • Staff Surveys

  • Financial Brand Satisfaction Tracking

  • Satisfaction Survey (Housing)

  • Reader Satisfaction

  • Multi-national Usage & Attitude Survey

  • Mixed Media Advertising Analysis

  • Loyalty Scheme

  • Visitor Survey

  • Sports Facility Survey

  • Sentencers' Satisfaction Survey

  • Development of the Direct Offering

  • Driving business growth

  • Understanding Attrition

  • Public Consultation - Waste

  • Developing marketing materials for new products

Contact Phoenix MRC


01242 256816



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

Find us