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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 the Sales Journey Experience from both sides

  • International Satisfaction & Development

  • Prototype Evaluation

  • Loyalty Scheme

  • Sentencers' Satisfaction Survey

  • Trade-off Pricing Research

  • Understanding the use of Temporary Labour

  • Mixed Media Advertising Analysis

  • Public Consultation - Waste

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • Product Development using Ethnography

  • Affinities Partner

  • Brand Development

  • Strategic Brand Development

  • Understanding Attrition

  • Tourism Focus Groups

  • Development of the Direct Offering

  • Brand Development & Product Screening

  • Reader Satisfaction

  • New Expert Information Product

  • Comms testing alongside NPD

  • Broker Relationship Survey

  • Public Consultation - Council Tax

  • Luxury In-store Display

  • Adult Home Care Tracking Product Development

  • Brand Image Research

  • Understanding Local Business Needs

  • Engaging adults back into education

  • Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Driving business growth

  • Marketing consultancy for direct insurance

  • Staff Surveys

  • Developing marketing materials for new products

  • Revitalising Existing Brand

  • Sports Facility Survey

  • Multi-national Usage & Attitude Survey

  • Communication: New and existing financial products

  • Audience Development Plan

  • Service Delivery Mystery Shopping

  • Help Desk Mystery Shopping

  • Benchmarking Mystery Shopping

  • International Competitor Mystery Shopping

  • Housing Scheme Test

  • Understanding Customer Pricing

  • Website Development

  • Visitor Survey

  • Satisfaction Survey (Housing)

  • Cathedral Visitor Survey

  • Compliance Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us