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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

  • Broker Relationship Survey

  • Brand Image Research

  • Competitor Mystery Shopping

  • Global Advertising Campaign

  • Help Desk Mystery Shopping

  • Public Consultation - Waste

  • Understanding the use of Temporary Labour

  • Brand Development

  • Understanding Local Business Needs

  • Revitalising Existing Brand

  • Driving business growth

  • Understanding the Sales Journey Experience from both sides

  • Loyalty Scheme

  • Marketing consultancy for direct insurance

  • Audience Development Plan

  • Development of the Direct Offering

  • Tourism Focus Groups

  • Service Delivery Mystery Shopping

  • Website Development

  • Understanding Customer Pricing

  • Cathedral Visitor Survey

  • Sports Facility Survey

  • Plasterboard Packaging Research

  • Visitor Survey

  • Mixed Media Advertising Analysis

  • Housing Scheme Test

  • Staff Surveys

  • Sentencers' Satisfaction Survey

  • New Expert Information Product

  • Product Development using Ethnography

  • Communication: New and existing financial products

  • Understanding Attrition

  • Satisfaction Survey (Housing)

  • Trade-off Pricing Research

  • Engaging adults back into education

  • Multi-national Usage & Attitude Survey

  • Compliance Mystery Shopping

  • Brand Development & Product Screening

  • Affinities Partner

  • Public Consultation - Council Tax

  • Strategic Brand Development

  • Developing marketing materials for new products

  • International Competitor Mystery Shopping

  • Reader Satisfaction

  • Adult Home Care Tracking Product Development

  • Prototype Evaluation

  • Financial Brand Satisfaction Tracking

  • International Satisfaction & Development

  • Comms testing alongside NPD

  • Luxury In-store Display

  • Benchmarking Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us