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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

  • Brand Image Research

  • Competitor Mystery Shopping

  • Understanding the use of Temporary Labour

  • Sports Facility Survey

  • Driving business growth

  • Public Consultation - Council Tax

  • Revitalising Existing Brand

  • Brand Development

  • Audience Development Plan

  • Loyalty Scheme

  • Marketing consultancy for direct insurance

  • Adult Home Care Tracking Product Development

  • Global Advertising Campaign

  • Prototype Evaluation

  • Tourism Focus Groups

  • Understanding the Sales Journey Experience from both sides

  • Website Development

  • Broker Relationship Survey

  • Financial Brand Satisfaction Tracking

  • Comms testing alongside NPD

  • Brand Development & Product Screening

  • Reader Satisfaction

  • Understanding Customer Pricing

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Housing Scheme Test

  • Cathedral Visitor Survey

  • International Satisfaction & Development

  • Plasterboard Packaging Research

  • Public Consultation - Waste

  • New Expert Information Product

  • Strategic Brand Development

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • Trade-off Pricing Research

  • Staff Surveys

  • Satisfaction Survey (Housing)

  • Affinities Partner

  • Engaging adults back into education

  • Understanding Local Business Needs

  • International Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Communication: New and existing financial products

  • Sentencers' Satisfaction Survey

  • Visitor Survey

  • Understanding Attrition

  • Development of the Direct Offering

  • Luxury In-store Display

  • Service Delivery Mystery Shopping

  • Help Desk Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us