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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

  • Understanding Attrition

  • Housing Scheme Test

  • Sports Facility Survey

  • Trade-off Pricing Research

  • Brand Development

  • Understanding Customer Pricing

  • Plasterboard Packaging Research

  • Developing marketing materials for new products

  • Visitor Survey

  • Reader Satisfaction

  • Cathedral Visitor Survey

  • Strategic Brand Development

  • Staff Surveys

  • Engaging adults back into education

  • Compliance Mystery Shopping

  • New Expert Information Product

  • Understanding the use of Temporary Labour

  • Understanding Local Business Needs

  • Benchmarking Mystery Shopping

  • Revitalising Existing Brand

  • Website Development

  • Brand Development & Product Screening

  • Global Advertising Campaign

  • Satisfaction Survey (Housing)

  • Competitor Mystery Shopping

  • Public Consultation - Waste

  • Development of the Direct Offering

  • Comms testing alongside NPD

  • Driving business growth

  • Prototype Evaluation

  • Marketing consultancy for direct insurance

  • Sentencers' Satisfaction Survey

  • Luxury In-store Display

  • Tourism Focus Groups

  • Communication: New and existing financial products

  • Help Desk Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Mixed Media Advertising Analysis

  • Audience Development Plan

  • International Competitor Mystery Shopping

  • Loyalty Scheme

  • Multi-national Usage & Attitude Survey

  • Affinities Partner

  • Product Development using Ethnography

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Council Tax

  • Adult Home Care Tracking Product Development

  • Service Delivery Mystery Shopping

  • Broker Relationship Survey

  • International Satisfaction & Development

  • Brand Image Research

Contact Phoenix MRC


01242 256816



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

Find us