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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

  • Public Consultation - Waste

  • Marketing consultancy for direct insurance

  • International Satisfaction & Development

  • Website Development

  • Plasterboard Packaging Research

  • Understanding the use of Temporary Labour

  • Sentencers' Satisfaction Survey

  • New Expert Information Product

  • Engaging adults back into education

  • Broker Relationship Survey

  • Brand Development

  • Understanding the Sales Journey Experience from both sides

  • Understanding Local Business Needs

  • Brand Development & Product Screening

  • Cathedral Visitor Survey

  • Public Consultation - Council Tax

  • Understanding Customer Pricing

  • International Competitor Mystery Shopping

  • Luxury In-store Display

  • Brand Image Research

  • Developing marketing materials for new products

  • Sports Facility Survey

  • Housing Scheme Test

  • Mixed Media Advertising Analysis

  • Affinities Partner

  • Reader Satisfaction

  • Service Delivery Mystery Shopping

  • Comms testing alongside NPD

  • Satisfaction Survey (Housing)

  • Product Development using Ethnography

  • Understanding Attrition

  • Trade-off Pricing Research

  • Compliance Mystery Shopping

  • Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Global Advertising Campaign

  • Benchmarking Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Audience Development Plan

  • Communication: New and existing financial products

  • Help Desk Mystery Shopping

  • Staff Surveys

  • Development of the Direct Offering

  • Strategic Brand Development

  • Driving business growth

  • Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Tourism Focus Groups

  • Loyalty Scheme

  • Revitalising Existing Brand

  • Prototype Evaluation

Contact Phoenix MRC


01242 256816



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

Find us