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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

  • Developing marketing materials for new products

  • Communication: New and existing financial products

  • Mixed Media Advertising Analysis

  • Website Development

  • Trade-off Pricing Research

  • International Satisfaction & Development

  • Understanding the use of Temporary Labour

  • Reader Satisfaction

  • Affinities Partner

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • New Expert Information Product

  • Engaging adults back into education

  • Public Consultation - Waste

  • Adult Home Care Tracking Product Development

  • Brand Development & Product Screening

  • Luxury In-store Display

  • Comms testing alongside NPD

  • International Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Council Tax

  • Global Advertising Campaign

  • Staff Surveys

  • Brand Development

  • Benchmarking Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Tourism Focus Groups

  • Development of the Direct Offering

  • Competitor Mystery Shopping

  • Product Development using Ethnography

  • Prototype Evaluation

  • Help Desk Mystery Shopping

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Satisfaction Survey (Housing)

  • Compliance Mystery Shopping

  • Loyalty Scheme

  • Broker Relationship Survey

  • Plasterboard Packaging Research

  • Audience Development Plan

  • Driving business growth

  • Housing Scheme Test

  • Brand Image Research

  • Service Delivery Mystery Shopping

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • Understanding Local Business Needs

  • Visitor Survey

  • Strategic Brand Development

  • Financial Brand Satisfaction Tracking

  • Understanding Customer Pricing

Contact Phoenix MRC


01242 256816



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

Find us