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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

  • Sports Facility Survey

  • Driving business growth

  • Tourism Focus Groups

  • International Competitor Mystery Shopping

  • Public Consultation - Waste

  • Compliance Mystery Shopping

  • Help Desk Mystery Shopping

  • Understanding Customer Pricing

  • Prototype Evaluation

  • Understanding the Sales Journey Experience from both sides

  • Developing marketing materials for new products

  • Staff Surveys

  • Trade-off Pricing Research

  • Comms testing alongside NPD

  • Marketing consultancy for direct insurance

  • Satisfaction Survey (Housing)

  • Brand Development & Product Screening

  • Adult Home Care Tracking Product Development

  • Service Delivery Mystery Shopping

  • Global Advertising Campaign

  • Understanding Attrition

  • Financial Brand Satisfaction Tracking

  • Affinities Partner

  • Loyalty Scheme

  • Plasterboard Packaging Research

  • Understanding Local Business Needs

  • Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Brand Development

  • Understanding the use of Temporary Labour

  • New Expert Information Product

  • Public Consultation - Council Tax

  • Luxury In-store Display

  • Housing Scheme Test

  • Communication: New and existing financial products

  • Website Development

  • Broker Relationship Survey

  • Brand Image Research

  • Benchmarking Mystery Shopping

  • Reader Satisfaction

  • Product Development using Ethnography

  • Strategic Brand Development

  • Revitalising Existing Brand

  • Audience Development Plan

  • Development of the Direct Offering

  • Multi-national Usage & Attitude Survey

  • Mixed Media Advertising Analysis

  • Engaging adults back into education

  • International Satisfaction & Development

  • Visitor Survey

  • Cathedral Visitor Survey

Contact Phoenix MRC


01242 256816



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

Find us