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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

  • Brand Development & Product Screening

  • Adult Home Care Tracking Product Development

  • Tourism Focus Groups

  • Housing Scheme Test

  • Staff Surveys

  • Visitor Survey

  • Luxury In-store Display

  • International Satisfaction & Development

  • Brand Development

  • Prototype Evaluation

  • Understanding Attrition

  • Product Development using Ethnography

  • Marketing consultancy for direct insurance

  • Mixed Media Advertising Analysis

  • Developing marketing materials for new products

  • Broker Relationship Survey

  • Global Advertising Campaign

  • Competitor Mystery Shopping

  • Public Consultation - Waste

  • Multi-national Usage & Attitude Survey

  • Development of the Direct Offering

  • Understanding the Sales Journey Experience from both sides

  • Comms testing alongside NPD

  • Strategic Brand Development

  • Help Desk Mystery Shopping

  • Brand Image Research

  • Loyalty Scheme

  • Reader Satisfaction

  • Plasterboard Packaging Research

  • Engaging adults back into education

  • Trade-off Pricing Research

  • Understanding Local Business Needs

  • Audience Development Plan

  • Public Consultation - Council Tax

  • Service Delivery Mystery Shopping

  • New Expert Information Product

  • Communication: New and existing financial products

  • Financial Brand Satisfaction Tracking

  • Affinities Partner

  • Sentencers' Satisfaction Survey

  • Understanding Customer Pricing

  • Driving business growth

  • Satisfaction Survey (Housing)

  • Website Development

  • Benchmarking Mystery Shopping

  • Sports Facility Survey

  • Compliance Mystery Shopping

  • International Competitor Mystery Shopping

  • Revitalising Existing Brand

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

Contact Phoenix MRC


01242 256816



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

Find us