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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

  • Plasterboard Packaging Research

  • Website Development

  • Communication: New and existing financial products

  • Visitor Survey

  • International Satisfaction & Development

  • Reader Satisfaction

  • New Expert Information Product

  • Sentencers' Satisfaction Survey

  • Understanding the use of Temporary Labour

  • Trade-off Pricing Research

  • Luxury In-store Display

  • Broker Relationship Survey

  • Understanding Local Business Needs

  • Satisfaction Survey (Housing)

  • Public Consultation - Waste

  • Engaging adults back into education

  • Housing Scheme Test

  • Public Consultation - Council Tax

  • Understanding Attrition

  • Cathedral Visitor Survey

  • Adult Home Care Tracking Product Development

  • Brand Image Research

  • Understanding the Sales Journey Experience from both sides

  • Development of the Direct Offering

  • Comms testing alongside NPD

  • Brand Development & Product Screening

  • Benchmarking Mystery Shopping

  • Product Development using Ethnography

  • Strategic Brand Development

  • Driving business growth

  • Affinities Partner

  • Help Desk Mystery Shopping

  • Developing marketing materials for new products

  • Staff Surveys

  • Global Advertising Campaign

  • Service Delivery Mystery Shopping

  • Sports Facility Survey

  • International Competitor Mystery Shopping

  • Revitalising Existing Brand

  • Financial Brand Satisfaction Tracking

  • Audience Development Plan

  • Brand Development

  • Compliance Mystery Shopping

  • Tourism Focus Groups

  • Prototype Evaluation

  • Marketing consultancy for direct insurance

  • Mixed Media Advertising Analysis

  • Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Understanding Customer Pricing

  • Loyalty Scheme

Contact Phoenix MRC


01242 256816



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

Find us