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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

  • Benchmarking Mystery Shopping

  • Website Development

  • International Satisfaction & Development

  • Prototype Evaluation

  • Marketing consultancy for direct insurance

  • Help Desk Mystery Shopping

  • Cathedral Visitor Survey

  • Audience Development Plan

  • Public Consultation - Council Tax

  • Understanding Customer Pricing

  • Trade-off Pricing Research

  • Compliance Mystery Shopping

  • International Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Understanding the use of Temporary Labour

  • Competitor Mystery Shopping

  • Global Advertising Campaign

  • Public Consultation - Waste

  • Mixed Media Advertising Analysis

  • Housing Scheme Test

  • Loyalty Scheme

  • Brand Development

  • Financial Brand Satisfaction Tracking

  • Plasterboard Packaging Research

  • Communication: New and existing financial products

  • Product Development using Ethnography

  • Reader Satisfaction

  • Driving business growth

  • Sentencers' Satisfaction Survey

  • Satisfaction Survey (Housing)

  • Developing marketing materials for new products

  • Service Delivery Mystery Shopping

  • Staff Surveys

  • Engaging adults back into education

  • Strategic Brand Development

  • Multi-national Usage & Attitude Survey

  • New Expert Information Product

  • Comms testing alongside NPD

  • Understanding Attrition

  • Understanding the Sales Journey Experience from both sides

  • Brand Development & Product Screening

  • Affinities Partner

  • Luxury In-store Display

  • Broker Relationship Survey

  • Visitor Survey

  • Tourism Focus Groups

  • Development of the Direct Offering

  • Brand Image Research

  • Revitalising Existing Brand

  • Understanding Local Business Needs

  • Sports Facility Survey

Contact Phoenix MRC


01242 256816



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

Find us