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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

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Loyalty Scheme

  • Brand Development & Product Screening

  • Development of the Direct Offering

  • Understanding the Sales Journey Experience from both sides

  • Plasterboard Packaging Research

  • International Satisfaction & Development

  • Visitor Survey

  • Affinities Partner

  • Communication: New and existing financial products

  • Developing marketing materials for new products

  • Driving business growth

  • Mixed Media Advertising Analysis

  • Understanding the use of Temporary Labour

  • Broker Relationship Survey

  • Sports Facility Survey

  • Luxury In-store Display

  • Comms testing alongside NPD

  • Public Consultation - Waste

  • Prototype Evaluation

  • Financial Brand Satisfaction Tracking

  • Help Desk Mystery Shopping

  • Public Consultation - Council Tax

  • Competitor Mystery Shopping

  • Understanding Attrition

  • Sentencers' Satisfaction Survey

  • Housing Scheme Test

  • Engaging adults back into education

  • New Expert Information Product

  • Multi-national Usage & Attitude Survey

  • Compliance Mystery Shopping

  • Service Delivery Mystery Shopping

  • Benchmarking Mystery Shopping

  • Reader Satisfaction

  • Brand Development

  • Revitalising Existing Brand

  • Trade-off Pricing Research

  • Audience Development Plan

  • Satisfaction Survey (Housing)

  • Website Development

  • Strategic Brand Development

  • Product Development using Ethnography

  • Understanding Customer Pricing

  • Marketing consultancy for direct insurance

  • Understanding Local Business Needs

  • Tourism Focus Groups

  • Cathedral Visitor Survey

  • International Competitor Mystery Shopping

  • Staff Surveys

  • Global Advertising Campaign

Contact Phoenix MRC


01242 256816



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

Find us