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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

  • Global Advertising Campaign

  • Competitor Mystery Shopping

  • Product Development using Ethnography

  • Understanding Customer Pricing

  • Sports Facility Survey

  • Understanding Attrition

  • Luxury In-store Display

  • Compliance Mystery Shopping

  • Benchmarking Mystery Shopping

  • Development of the Direct Offering

  • Communication: New and existing financial products

  • Understanding the Sales Journey Experience from both sides

  • Housing Scheme Test

  • Brand Image Research

  • Satisfaction Survey (Housing)

  • Adult Home Care Tracking Product Development

  • New Expert Information Product

  • International Satisfaction & Development

  • Multi-national Usage & Attitude Survey

  • Understanding Local Business Needs

  • Affinities Partner

  • Driving business growth

  • International Competitor Mystery Shopping

  • Staff Surveys

  • Public Consultation - Council Tax

  • Revitalising Existing Brand

  • Sentencers' Satisfaction Survey

  • Developing marketing materials for new products

  • Brand Development & Product Screening

  • Public Consultation - Waste

  • Marketing consultancy for direct insurance

  • Strategic Brand Development

  • Help Desk Mystery Shopping

  • Prototype Evaluation

  • Website Development

  • Loyalty Scheme

  • Understanding the use of Temporary Labour

  • Visitor Survey

  • Service Delivery Mystery Shopping

  • Cathedral Visitor Survey

  • Brand Development

  • Mixed Media Advertising Analysis

  • Trade-off Pricing Research

  • Broker Relationship Survey

  • Plasterboard Packaging Research

  • Financial Brand Satisfaction Tracking

  • Comms testing alongside NPD

  • Engaging adults back into education

  • Audience Development Plan

  • Tourism Focus Groups

Contact Phoenix MRC


01242 256816



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

Find us