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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

  • Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • Satisfaction Survey (Housing)

  • Mixed Media Advertising Analysis

  • Understanding Attrition

  • Communication: New and existing financial products

  • New Expert Information Product

  • Product Development using Ethnography

  • International Satisfaction & Development

  • Sentencers' Satisfaction Survey

  • Understanding the use of Temporary Labour

  • Brand Image Research

  • Engaging adults back into education

  • Understanding Customer Pricing

  • Driving business growth

  • Public Consultation - Waste

  • Public Consultation - Council Tax

  • Plasterboard Packaging Research

  • Adult Home Care Tracking Product Development

  • Strategic Brand Development

  • Comms testing alongside NPD

  • Understanding the Sales Journey Experience from both sides

  • Brand Development & Product Screening

  • Sports Facility Survey

  • Understanding Local Business Needs

  • Development of the Direct Offering

  • Service Delivery Mystery Shopping

  • Luxury In-store Display

  • Trade-off Pricing Research

  • Housing Scheme Test

  • Affinities Partner

  • Reader Satisfaction

  • Visitor Survey

  • Cathedral Visitor Survey

  • Help Desk Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • International Competitor Mystery Shopping

  • Compliance Mystery Shopping

  • Staff Surveys

  • Brand Development

  • Broker Relationship Survey

  • Prototype Evaluation

  • Multi-national Usage & Attitude Survey

  • Global Advertising Campaign

  • Revitalising Existing Brand

  • Marketing consultancy for direct insurance

  • Developing marketing materials for new products

  • Tourism Focus Groups

  • Loyalty Scheme

  • Website Development

  • Audience Development Plan

Contact Phoenix MRC


01242 256816



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

Find us