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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

  • Loyalty Scheme

  • Sentencers' Satisfaction Survey

  • Understanding Local Business Needs

  • International Satisfaction & Development

  • Financial Brand Satisfaction Tracking

  • Cathedral Visitor Survey

  • Reader Satisfaction

  • Staff Surveys

  • Affinities Partner

  • Engaging adults back into education

  • Developing marketing materials for new products

  • Sports Facility Survey

  • Development of the Direct Offering

  • Comms testing alongside NPD

  • Brand Development & Product Screening

  • Website Development

  • Understanding Attrition

  • Understanding Customer Pricing

  • Mixed Media Advertising Analysis

  • Service Delivery Mystery Shopping

  • Help Desk Mystery Shopping

  • International Competitor Mystery Shopping

  • Brand Image Research

  • Understanding the Sales Journey Experience from both sides

  • Broker Relationship Survey

  • Public Consultation - Waste

  • Communication: New and existing financial products

  • Understanding the use of Temporary Labour

  • Strategic Brand Development

  • Revitalising Existing Brand

  • Driving business growth

  • Global Advertising Campaign

  • Satisfaction Survey (Housing)

  • Brand Development

  • Marketing consultancy for direct insurance

  • Visitor Survey

  • Public Consultation - Council Tax

  • Product Development using Ethnography

  • Trade-off Pricing Research

  • Luxury In-store Display

  • Audience Development Plan

  • Tourism Focus Groups

  • Benchmarking Mystery Shopping

  • Housing Scheme Test

  • Compliance Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Multi-national Usage & Attitude Survey

  • New Expert Information Product

  • Plasterboard Packaging Research

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us