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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

  • Staff Surveys

  • Strategic Brand Development

  • Understanding the use of Temporary Labour

  • Communication: New and existing financial products

  • Understanding Customer Pricing

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • Sentencers' Satisfaction Survey

  • Loyalty Scheme

  • Affinities Partner

  • International Competitor Mystery Shopping

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • Trade-off Pricing Research

  • Adult Home Care Tracking Product Development

  • Website Development

  • Help Desk Mystery Shopping

  • Benchmarking Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Reader Satisfaction

  • Revitalising Existing Brand

  • Prototype Evaluation

  • Development of the Direct Offering

  • Understanding Attrition

  • Developing marketing materials for new products

  • Brand Development

  • Brand Image Research

  • Audience Development Plan

  • Global Advertising Campaign

  • Driving business growth

  • Brand Development & Product Screening

  • Understanding Local Business Needs

  • Mixed Media Advertising Analysis

  • International Satisfaction & Development

  • Cathedral Visitor Survey

  • Broker Relationship Survey

  • Housing Scheme Test

  • Public Consultation - Waste

  • Sports Facility Survey

  • Tourism Focus Groups

  • New Expert Information Product

  • Public Consultation - Council Tax

  • Compliance Mystery Shopping

  • Luxury In-store Display

  • Marketing consultancy for direct insurance

  • Financial Brand Satisfaction Tracking

  • Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Engaging adults back into education

  • Product Development using Ethnography

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us