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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

  • Engaging adults back into education

  • Public Consultation - Council Tax

  • Prototype Evaluation

  • Revitalising Existing Brand

  • Competitor Mystery Shopping

  • Strategic Brand Development

  • Understanding Attrition

  • Help Desk Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Understanding the use of Temporary Labour

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Waste

  • Plasterboard Packaging Research

  • Luxury In-store Display

  • Service Delivery Mystery Shopping

  • Compliance Mystery Shopping

  • Mixed Media Advertising Analysis

  • Satisfaction Survey (Housing)

  • Product Development using Ethnography

  • Global Advertising Campaign

  • Affinities Partner

  • Adult Home Care Tracking Product Development

  • Audience Development Plan

  • Sports Facility Survey

  • Development of the Direct Offering

  • Developing marketing materials for new products

  • Cathedral Visitor Survey

  • New Expert Information Product

  • Brand Image Research

  • Comms testing alongside NPD

  • Trade-off Pricing Research

  • Benchmarking Mystery Shopping

  • Understanding Customer Pricing

  • Communication: New and existing financial products

  • Sentencers' Satisfaction Survey

  • Financial Brand Satisfaction Tracking

  • Housing Scheme Test

  • International Satisfaction & Development

  • Reader Satisfaction

  • Driving business growth

  • Visitor Survey

  • Marketing consultancy for direct insurance

  • Understanding Local Business Needs

  • Brand Development

  • Broker Relationship Survey

  • Staff Surveys

  • International Competitor Mystery Shopping

  • Website Development

  • Loyalty Scheme

  • Tourism Focus Groups

  • Brand Development & Product Screening

Contact Phoenix MRC


01242 256816



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

Find us