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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

  • International Satisfaction & Development

  • International Competitor Mystery Shopping

  • New Expert Information Product

  • Understanding the Sales Journey Experience from both sides

  • Luxury In-store Display

  • Cathedral Visitor Survey

  • Engaging adults back into education

  • Adult Home Care Tracking Product Development

  • Comms testing alongside NPD

  • Website Development

  • Service Delivery Mystery Shopping

  • Understanding Local Business Needs

  • Mixed Media Advertising Analysis

  • Audience Development Plan

  • Understanding the use of Temporary Labour

  • Satisfaction Survey (Housing)

  • Developing marketing materials for new products

  • Broker Relationship Survey

  • Marketing consultancy for direct insurance

  • Multi-national Usage & Attitude Survey

  • Competitor Mystery Shopping

  • Trade-off Pricing Research

  • Public Consultation - Council Tax

  • Understanding Attrition

  • Development of the Direct Offering

  • Tourism Focus Groups

  • Housing Scheme Test

  • Staff Surveys

  • Benchmarking Mystery Shopping

  • Product Development using Ethnography

  • Prototype Evaluation

  • Understanding Customer Pricing

  • Driving business growth

  • Affinities Partner

  • Communication: New and existing financial products

  • Loyalty Scheme

  • Visitor Survey

  • Revitalising Existing Brand

  • Sentencers' Satisfaction Survey

  • Global Advertising Campaign

  • Help Desk Mystery Shopping

  • Brand Development

  • Strategic Brand Development

  • Sports Facility Survey

  • Compliance Mystery Shopping

  • Brand Image Research

  • Financial Brand Satisfaction Tracking

  • Plasterboard Packaging Research

  • Reader Satisfaction

  • Brand Development & Product Screening

  • Public Consultation - Waste

Contact Phoenix MRC


01242 256816



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

Find us