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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

  • Global Advertising Campaign

  • Adult Home Care Tracking Product Development

  • Public Consultation - Council Tax

  • Visitor Survey

  • Staff Surveys

  • Plasterboard Packaging Research

  • Engaging adults back into education

  • Benchmarking Mystery Shopping

  • Affinities Partner

  • Understanding the Sales Journey Experience from both sides

  • Understanding Local Business Needs

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • Sports Facility Survey

  • Strategic Brand Development

  • Development of the Direct Offering

  • Help Desk Mystery Shopping

  • Broker Relationship Survey

  • Luxury In-store Display

  • Brand Development & Product Screening

  • International Competitor Mystery Shopping

  • Housing Scheme Test

  • Mixed Media Advertising Analysis

  • Understanding the use of Temporary Labour

  • Public Consultation - Waste

  • Website Development

  • Compliance Mystery Shopping

  • New Expert Information Product

  • Prototype Evaluation

  • Driving business growth

  • Trade-off Pricing Research

  • Service Delivery Mystery Shopping

  • Brand Development

  • Sentencers' Satisfaction Survey

  • Tourism Focus Groups

  • Reader Satisfaction

  • Marketing consultancy for direct insurance

  • Comms testing alongside NPD

  • International Satisfaction & Development

  • Competitor Mystery Shopping

  • Understanding Customer Pricing

  • Communication: New and existing financial products

  • Loyalty Scheme

  • Financial Brand Satisfaction Tracking

  • Product Development using Ethnography

  • Satisfaction Survey (Housing)

  • Developing marketing materials for new products

  • Audience Development Plan

  • Brand Image Research

  • Multi-national Usage & Attitude Survey

  • Understanding Attrition

Contact Phoenix MRC


01242 256816



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

Find us