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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

  • Development of the Direct Offering

  • Cathedral Visitor Survey

  • Service Delivery Mystery Shopping

  • Help Desk Mystery Shopping

  • Housing Scheme Test

  • International Competitor Mystery Shopping

  • Tourism Focus Groups

  • Competitor Mystery Shopping

  • Visitor Survey

  • Luxury In-store Display

  • Sports Facility Survey

  • Global Advertising Campaign

  • Loyalty Scheme

  • Public Consultation - Waste

  • Strategic Brand Development

  • Mixed Media Advertising Analysis

  • Marketing consultancy for direct insurance

  • Brand Development

  • Understanding Local Business Needs

  • Communication: New and existing financial products

  • Comms testing alongside NPD

  • International Satisfaction & Development

  • Developing marketing materials for new products

  • Compliance Mystery Shopping

  • Brand Development & Product Screening

  • Understanding Customer Pricing

  • Financial Brand Satisfaction Tracking

  • Staff Surveys

  • Understanding the Sales Journey Experience from both sides

  • Audience Development Plan

  • Prototype Evaluation

  • Understanding the use of Temporary Labour

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

  • Driving business growth

  • New Expert Information Product

  • Adult Home Care Tracking Product Development

  • Affinities Partner

  • Multi-national Usage & Attitude Survey

  • Benchmarking Mystery Shopping

  • Satisfaction Survey (Housing)

  • Brand Image Research

  • Trade-off Pricing Research

  • Website Development

  • Public Consultation - Council Tax

  • Understanding Attrition

  • Engaging adults back into education

  • Product Development using Ethnography

  • Reader Satisfaction

  • Broker Relationship Survey

  • Revitalising Existing Brand

Contact Phoenix MRC


01242 256816



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

Find us