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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

  • Strategic Brand Development

  • Visitor Survey

  • Adult Home Care Tracking Product Development

  • Marketing consultancy for direct insurance

  • Competitor Mystery Shopping

  • Compliance Mystery Shopping

  • Understanding Customer Pricing

  • Understanding Local Business Needs

  • Understanding Attrition

  • Engaging adults back into education

  • Brand Development & Product Screening

  • Communication: New and existing financial products

  • Plasterboard Packaging Research

  • Developing marketing materials for new products

  • Multi-national Usage & Attitude Survey

  • International Satisfaction & Development

  • Benchmarking Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Audience Development Plan

  • Brand Image Research

  • Public Consultation - Waste

  • Global Advertising Campaign

  • Sports Facility Survey

  • Broker Relationship Survey

  • Service Delivery Mystery Shopping

  • Tourism Focus Groups

  • Prototype Evaluation

  • Sentencers' Satisfaction Survey

  • Public Consultation - Council Tax

  • International Competitor Mystery Shopping

  • Reader Satisfaction

  • Product Development using Ethnography

  • Understanding the use of Temporary Labour

  • Help Desk Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Trade-off Pricing Research

  • Comms testing alongside NPD

  • Affinities Partner

  • Development of the Direct Offering

  • Satisfaction Survey (Housing)

  • Luxury In-store Display

  • Cathedral Visitor Survey

  • New Expert Information Product

  • Staff Surveys

  • Brand Development

  • Housing Scheme Test

  • Driving business growth

  • Mixed Media Advertising Analysis

  • Website Development

  • Loyalty Scheme

  • Revitalising Existing Brand

Contact Phoenix MRC


01242 256816



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

Find us