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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

  • Comms testing alongside NPD

  • International Satisfaction & Development

  • Understanding Local Business Needs

  • Service Delivery Mystery Shopping

  • Mixed Media Advertising Analysis

  • Adult Home Care Tracking Product Development

  • Public Consultation - Waste

  • Satisfaction Survey (Housing)

  • Audience Development Plan

  • Sports Facility Survey

  • Understanding the use of Temporary Labour

  • Understanding Customer Pricing

  • Public Consultation - Council Tax

  • Reader Satisfaction

  • Housing Scheme Test

  • Brand Image Research

  • Engaging adults back into education

  • New Expert Information Product

  • Multi-national Usage & Attitude Survey

  • Revitalising Existing Brand

  • Tourism Focus Groups

  • Brand Development & Product Screening

  • Luxury In-store Display

  • Staff Surveys

  • Brand Development

  • Plasterboard Packaging Research

  • Broker Relationship Survey

  • Communication: New and existing financial products

  • Understanding Attrition

  • Compliance Mystery Shopping

  • Development of the Direct Offering

  • Marketing consultancy for direct insurance

  • Website Development

  • Sentencers' Satisfaction Survey

  • Product Development using Ethnography

  • Global Advertising Campaign

  • Financial Brand Satisfaction Tracking

  • Prototype Evaluation

  • International Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Help Desk Mystery Shopping

  • Loyalty Scheme

  • Driving business growth

  • Benchmarking Mystery Shopping

  • Affinities Partner

  • Trade-off Pricing Research

  • Strategic Brand Development

  • Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Competitor Mystery Shopping

  • Cathedral Visitor Survey

Contact Phoenix MRC


01242 256816



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

Find us