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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

  • Adult Home Care Tracking Product Development

  • Public Consultation - Waste

  • New Expert Information Product

  • Understanding the use of Temporary Labour

  • Staff Surveys

  • Strategic Brand Development

  • Developing marketing materials for new products

  • Global Advertising Campaign

  • International Satisfaction & Development

  • Engaging adults back into education

  • Comms testing alongside NPD

  • Public Consultation - Council Tax

  • Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Benchmarking Mystery Shopping

  • Understanding Customer Pricing

  • Driving business growth

  • Plasterboard Packaging Research

  • Revitalising Existing Brand

  • Trade-off Pricing Research

  • Mixed Media Advertising Analysis

  • Product Development using Ethnography

  • Broker Relationship Survey

  • Reader Satisfaction

  • Understanding Attrition

  • Satisfaction Survey (Housing)

  • Compliance Mystery Shopping

  • International Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Brand Development & Product Screening

  • Sentencers' Satisfaction Survey

  • Multi-national Usage & Attitude Survey

  • Brand Development

  • Loyalty Scheme

  • Cathedral Visitor Survey

  • Luxury In-store Display

  • Brand Image Research

  • Housing Scheme Test

  • Communication: New and existing financial products

  • Prototype Evaluation

  • Understanding the Sales Journey Experience from both sides

  • Development of the Direct Offering

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Visitor Survey

  • Tourism Focus Groups

  • Service Delivery Mystery Shopping

  • Affinities Partner

  • Website Development

  • Understanding Local Business Needs

  • Audience Development Plan

Contact Phoenix MRC


01242 256816



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

Find us