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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

  • Communication: New and existing financial products

  • Tourism Focus Groups

  • Brand Development & Product Screening

  • Public Consultation - Council Tax

  • Help Desk Mystery Shopping

  • Housing Scheme Test

  • Sports Facility Survey

  • Development of the Direct Offering

  • Multi-national Usage & Attitude Survey

  • Loyalty Scheme

  • Prototype Evaluation

  • Revitalising Existing Brand

  • Staff Surveys

  • Trade-off Pricing Research

  • International Satisfaction & Development

  • Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Engaging adults back into education

  • Compliance Mystery Shopping

  • Understanding the use of Temporary Labour

  • Product Development using Ethnography

  • Global Advertising Campaign

  • Understanding Attrition

  • Visitor Survey

  • Marketing consultancy for direct insurance

  • Understanding Customer Pricing

  • Sentencers' Satisfaction Survey

  • Comms testing alongside NPD

  • International Competitor Mystery Shopping

  • Audience Development Plan

  • Strategic Brand Development

  • Website Development

  • Understanding Local Business Needs

  • Benchmarking Mystery Shopping

  • Reader Satisfaction

  • Broker Relationship Survey

  • Financial Brand Satisfaction Tracking

  • Driving business growth

  • Service Delivery Mystery Shopping

  • Brand Development

  • Understanding the Sales Journey Experience from both sides

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • New Expert Information Product

  • Brand Image Research

  • Public Consultation - Waste

  • Affinities Partner

  • Luxury In-store Display

  • Cathedral Visitor Survey

  • Adult Home Care Tracking Product Development

  • Mixed Media Advertising Analysis

Contact Phoenix MRC


01242 256816



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

Find us