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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

  • Help Desk Mystery Shopping

  • Global Advertising Campaign

  • Housing Scheme Test

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Cathedral Visitor Survey

  • New Expert Information Product

  • Brand Development & Product Screening

  • Satisfaction Survey (Housing)

  • Service Delivery Mystery Shopping

  • Visitor Survey

  • Understanding Attrition

  • Affinities Partner

  • Understanding Local Business Needs

  • Public Consultation - Council Tax

  • Understanding the Sales Journey Experience from both sides

  • International Satisfaction & Development

  • Revitalising Existing Brand

  • Brand Development

  • Driving business growth

  • Financial Brand Satisfaction Tracking

  • Tourism Focus Groups

  • Trade-off Pricing Research

  • Loyalty Scheme

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Luxury In-store Display

  • Understanding Customer Pricing

  • Public Consultation - Waste

  • Broker Relationship Survey

  • Staff Surveys

  • Comms testing alongside NPD

  • Strategic Brand Development

  • Competitor Mystery Shopping

  • Audience Development Plan

  • Plasterboard Packaging Research

  • Engaging adults back into education

  • International Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Brand Image Research

  • Communication: New and existing financial products

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Understanding the use of Temporary Labour

  • Development of the Direct Offering

  • Compliance Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Prototype Evaluation

  • Reader Satisfaction

  • Website Development

  • Benchmarking Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us