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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

  • Mixed Media Advertising Analysis

  • Communication: New and existing financial products

  • Sports Facility Survey

  • Compliance Mystery Shopping

  • Website Development

  • Service Delivery Mystery Shopping

  • Benchmarking Mystery Shopping

  • Audience Development Plan

  • Help Desk Mystery Shopping

  • Plasterboard Packaging Research

  • Product Development using Ethnography

  • Marketing consultancy for direct insurance

  • Understanding Customer Pricing

  • Staff Surveys

  • Luxury In-store Display

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Council Tax

  • Visitor Survey

  • Brand Image Research

  • Brand Development & Product Screening

  • Tourism Focus Groups

  • Loyalty Scheme

  • Financial Brand Satisfaction Tracking

  • International Competitor Mystery Shopping

  • Trade-off Pricing Research

  • Satisfaction Survey (Housing)

  • Global Advertising Campaign

  • Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Understanding Attrition

  • Affinities Partner

  • Revitalising Existing Brand

  • New Expert Information Product

  • Cathedral Visitor Survey

  • Housing Scheme Test

  • International Satisfaction & Development

  • Public Consultation - Waste

  • Engaging adults back into education

  • Prototype Evaluation

  • Understanding Local Business Needs

  • Strategic Brand Development

  • Developing marketing materials for new products

  • Understanding the Sales Journey Experience from both sides

  • Adult Home Care Tracking Product Development

  • Reader Satisfaction

  • Driving business growth

  • Understanding the use of Temporary Labour

  • Brand Development

  • Comms testing alongside NPD

  • Broker Relationship Survey

  • Development of the Direct Offering

Contact Phoenix MRC


01242 256816



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

Find us