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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

  • Service Delivery Mystery Shopping

  • Brand Development & Product Screening

  • Engaging adults back into education

  • Audience Development Plan

  • Communication: New and existing financial products

  • Housing Scheme Test

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Trade-off Pricing Research

  • Tourism Focus Groups

  • Luxury In-store Display

  • Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Global Advertising Campaign

  • Driving business growth

  • Public Consultation - Waste

  • Adult Home Care Tracking Product Development

  • Revitalising Existing Brand

  • Benchmarking Mystery Shopping

  • Loyalty Scheme

  • Visitor Survey

  • Understanding the use of Temporary Labour

  • Compliance Mystery Shopping

  • Affinities Partner

  • Product Development using Ethnography

  • Cathedral Visitor Survey

  • International Satisfaction & Development

  • Prototype Evaluation

  • Understanding Customer Pricing

  • Financial Brand Satisfaction Tracking

  • Broker Relationship Survey

  • Plasterboard Packaging Research

  • Public Consultation - Council Tax

  • New Expert Information Product

  • Reader Satisfaction

  • Sentencers' Satisfaction Survey

  • Marketing consultancy for direct insurance

  • Staff Surveys

  • Development of the Direct Offering

  • Multi-national Usage & Attitude Survey

  • Understanding Attrition

  • Comms testing alongside NPD

  • Developing marketing materials for new products

  • Strategic Brand Development

  • Website Development

  • Help Desk Mystery Shopping

  • Brand Development

  • International Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Brand Image Research

  • Sports Facility Survey

Contact Phoenix MRC


01242 256816



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

Find us