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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

  • Benchmarking Mystery Shopping

  • Website Development

  • Engaging adults back into education

  • Luxury In-store Display

  • Cathedral Visitor Survey

  • Loyalty Scheme

  • Satisfaction Survey (Housing)

  • Strategic Brand Development

  • International Satisfaction & Development

  • New Expert Information Product

  • Service Delivery Mystery Shopping

  • Brand Development

  • Public Consultation - Waste

  • Trade-off Pricing Research

  • Plasterboard Packaging Research

  • Staff Surveys

  • Broker Relationship Survey

  • Sports Facility Survey

  • Help Desk Mystery Shopping

  • Housing Scheme Test

  • Sentencers' Satisfaction Survey

  • Adult Home Care Tracking Product Development

  • Product Development using Ethnography

  • Visitor Survey

  • Audience Development Plan

  • Reader Satisfaction

  • Understanding Local Business Needs

  • Global Advertising Campaign

  • Compliance Mystery Shopping

  • Brand Development & Product Screening

  • Competitor Mystery Shopping

  • Marketing consultancy for direct insurance

  • Tourism Focus Groups

  • Understanding the use of Temporary Labour

  • Developing marketing materials for new products

  • Public Consultation - Council Tax

  • Understanding the Sales Journey Experience from both sides

  • Brand Image Research

  • Revitalising Existing Brand

  • Mixed Media Advertising Analysis

  • Development of the Direct Offering

  • Understanding Customer Pricing

  • Financial Brand Satisfaction Tracking

  • Prototype Evaluation

  • Affinities Partner

  • Comms testing alongside NPD

  • Understanding Attrition

  • Communication: New and existing financial products

  • Driving business growth

  • International Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

Contact Phoenix MRC


01242 256816



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

Find us