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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

  • Prototype Evaluation

  • Mixed Media Advertising Analysis

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Luxury In-store Display

  • Staff Surveys

  • New Expert Information Product

  • Brand Development & Product Screening

  • Trade-off Pricing Research

  • Comms testing alongside NPD

  • Sentencers' Satisfaction Survey

  • International Competitor Mystery Shopping

  • Compliance Mystery Shopping

  • Visitor Survey

  • Housing Scheme Test

  • Adult Home Care Tracking Product Development

  • Competitor Mystery Shopping

  • Global Advertising Campaign

  • Cathedral Visitor Survey

  • Engaging adults back into education

  • Brand Image Research

  • Financial Brand Satisfaction Tracking

  • Help Desk Mystery Shopping

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Development of the Direct Offering

  • Public Consultation - Waste

  • Benchmarking Mystery Shopping

  • Understanding Attrition

  • Broker Relationship Survey

  • Loyalty Scheme

  • Sports Facility Survey

  • Multi-national Usage & Attitude Survey

  • Understanding Local Business Needs

  • Communication: New and existing financial products

  • Brand Development

  • Reader Satisfaction

  • Understanding Customer Pricing

  • Tourism Focus Groups

  • Plasterboard Packaging Research

  • Strategic Brand Development

  • Public Consultation - Council Tax

  • Website Development

  • Service Delivery Mystery Shopping

  • Marketing consultancy for direct insurance

  • Driving business growth

  • Audience Development Plan

  • Understanding the use of Temporary Labour

  • Understanding the Sales Journey Experience from both sides

  • International Satisfaction & Development

  • Revitalising Existing Brand

Contact Phoenix MRC


01242 256816



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

Find us