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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

  • Public Consultation - Council Tax

  • Sports Facility Survey

  • Product Development using Ethnography

  • Understanding Customer Pricing

  • Competitor Mystery Shopping

  • International Satisfaction & Development

  • Communication: New and existing financial products

  • Tourism Focus Groups

  • Service Delivery Mystery Shopping

  • Plasterboard Packaging Research

  • Help Desk Mystery Shopping

  • Driving business growth

  • Public Consultation - Waste

  • Broker Relationship Survey

  • Luxury In-store Display

  • Cathedral Visitor Survey

  • Reader Satisfaction

  • Brand Image Research

  • Comms testing alongside NPD

  • Multi-national Usage & Attitude Survey

  • Satisfaction Survey (Housing)

  • Revitalising Existing Brand

  • Marketing consultancy for direct insurance

  • Global Advertising Campaign

  • Affinities Partner

  • Prototype Evaluation

  • Audience Development Plan

  • Brand Development & Product Screening

  • New Expert Information Product

  • Financial Brand Satisfaction Tracking

  • International Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Staff Surveys

  • Compliance Mystery Shopping

  • Development of the Direct Offering

  • Understanding the Sales Journey Experience from both sides

  • Engaging adults back into education

  • Developing marketing materials for new products

  • Sentencers' Satisfaction Survey

  • Brand Development

  • Adult Home Care Tracking Product Development

  • Trade-off Pricing Research

  • Website Development

  • Understanding Local Business Needs

  • Visitor Survey

  • Housing Scheme Test

  • Strategic Brand Development

  • Loyalty Scheme

  • Understanding the use of Temporary Labour

  • Benchmarking Mystery Shopping

  • Understanding Attrition

Contact Phoenix MRC


01242 256816



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

Find us