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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

  • Plasterboard Packaging Research

  • Brand Image Research

  • Understanding Local Business Needs

  • Help Desk Mystery Shopping

  • Communication: New and existing financial products

  • Sports Facility Survey

  • Audience Development Plan

  • Understanding Attrition

  • International Competitor Mystery Shopping

  • New Expert Information Product

  • International Satisfaction & Development

  • Strategic Brand Development

  • Understanding Customer Pricing

  • Understanding the use of Temporary Labour

  • Housing Scheme Test

  • Revitalising Existing Brand

  • Trade-off Pricing Research

  • Developing marketing materials for new products

  • Reader Satisfaction

  • Driving business growth

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Public Consultation - Waste

  • Benchmarking Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Broker Relationship Survey

  • Adult Home Care Tracking Product Development

  • Public Consultation - Council Tax

  • Engaging adults back into education

  • Loyalty Scheme

  • Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Marketing consultancy for direct insurance

  • Cathedral Visitor Survey

  • Website Development

  • Comms testing alongside NPD

  • Staff Surveys

  • Compliance Mystery Shopping

  • Mixed Media Advertising Analysis

  • Financial Brand Satisfaction Tracking

  • Tourism Focus Groups

  • Prototype Evaluation

  • Brand Development

  • Visitor Survey

  • Sentencers' Satisfaction Survey

  • Service Delivery Mystery Shopping

  • Product Development using Ethnography

  • Global Advertising Campaign

  • Luxury In-store Display

  • Brand Development & Product Screening

  • Development of the Direct Offering

Contact Phoenix MRC


01242 256816



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

Find us