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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

  • Cathedral Visitor Survey

  • Driving business growth

  • Development of the Direct Offering

  • Help Desk Mystery Shopping

  • Communication: New and existing financial products

  • Adult Home Care Tracking Product Development

  • Comms testing alongside NPD

  • Staff Surveys

  • Brand Development

  • Understanding the Sales Journey Experience from both sides

  • Sentencers' Satisfaction Survey

  • Public Consultation - Council Tax

  • Understanding Local Business Needs

  • Understanding the use of Temporary Labour

  • Benchmarking Mystery Shopping

  • Website Development

  • Housing Scheme Test

  • Strategic Brand Development

  • Visitor Survey

  • Prototype Evaluation

  • Mixed Media Advertising Analysis

  • Understanding Customer Pricing

  • Marketing consultancy for direct insurance

  • Public Consultation - Waste

  • Competitor Mystery Shopping

  • Brand Image Research

  • Reader Satisfaction

  • New Expert Information Product

  • Financial Brand Satisfaction Tracking

  • Trade-off Pricing Research

  • Tourism Focus Groups

  • Multi-national Usage & Attitude Survey

  • Service Delivery Mystery Shopping

  • Understanding Attrition

  • Global Advertising Campaign

  • Satisfaction Survey (Housing)

  • Revitalising Existing Brand

  • Brand Development & Product Screening

  • Compliance Mystery Shopping

  • Product Development using Ethnography

  • International Satisfaction & Development

  • Plasterboard Packaging Research

  • Loyalty Scheme

  • Sports Facility Survey

  • Developing marketing materials for new products

  • Engaging adults back into education

  • Broker Relationship Survey

  • Audience Development Plan

  • Luxury In-store Display

  • Affinities Partner

  • International Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us