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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

  • Reader Satisfaction

  • International Competitor Mystery Shopping

  • International Satisfaction & Development

  • Engaging adults back into education

  • Plasterboard Packaging Research

  • Affinities Partner

  • Sentencers' Satisfaction Survey

  • Public Consultation - Waste

  • Brand Development & Product Screening

  • Public Consultation - Council Tax

  • Developing marketing materials for new products

  • Understanding Customer Pricing

  • Brand Development

  • Global Advertising Campaign

  • Revitalising Existing Brand

  • Cathedral Visitor Survey

  • Understanding Attrition

  • Strategic Brand Development

  • Development of the Direct Offering

  • Driving business growth

  • Financial Brand Satisfaction Tracking

  • Understanding the Sales Journey Experience from both sides

  • Website Development

  • Benchmarking Mystery Shopping

  • Mixed Media Advertising Analysis

  • Brand Image Research

  • Sports Facility Survey

  • Housing Scheme Test

  • Luxury In-store Display

  • Prototype Evaluation

  • Comms testing alongside NPD

  • Marketing consultancy for direct insurance

  • Loyalty Scheme

  • Service Delivery Mystery Shopping

  • Help Desk Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Tourism Focus Groups

  • Trade-off Pricing Research

  • Understanding Local Business Needs

  • Broker Relationship Survey

  • Compliance Mystery Shopping

  • Staff Surveys

  • Satisfaction Survey (Housing)

  • Competitor Mystery Shopping

  • Product Development using Ethnography

  • New Expert Information Product

  • Adult Home Care Tracking Product Development

  • Understanding the use of Temporary Labour

  • Communication: New and existing financial products

  • Visitor Survey

  • Audience Development Plan

Contact Phoenix MRC


01242 256816



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

Find us