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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

  • New Expert Information Product

  • Brand Image Research

  • International Satisfaction & Development

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

  • Broker Relationship Survey

  • Audience Development Plan

  • Compliance Mystery Shopping

  • Reader Satisfaction

  • Financial Brand Satisfaction Tracking

  • Brand Development & Product Screening

  • Public Consultation - Waste

  • Staff Surveys

  • Sports Facility Survey

  • Understanding Attrition

  • Developing marketing materials for new products

  • Website Development

  • Sentencers' Satisfaction Survey

  • Understanding the Sales Journey Experience from both sides

  • Revitalising Existing Brand

  • Tourism Focus Groups

  • Plasterboard Packaging Research

  • Visitor Survey

  • Brand Development

  • Communication: New and existing financial products

  • Luxury In-store Display

  • International Competitor Mystery Shopping

  • Trade-off Pricing Research

  • Public Consultation - Council Tax

  • Benchmarking Mystery Shopping

  • Housing Scheme Test

  • Engaging adults back into education

  • Help Desk Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • Comms testing alongside NPD

  • Global Advertising Campaign

  • Marketing consultancy for direct insurance

  • Driving business growth

  • Strategic Brand Development

  • Understanding Customer Pricing

  • Service Delivery Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Loyalty Scheme

  • Development of the Direct Offering

  • Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Mixed Media Advertising Analysis

  • Product Development using Ethnography

  • Affinities Partner

Contact Phoenix MRC


01242 256816



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

Find us