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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 - Council Tax

  • Housing Scheme Test

  • Mixed Media Advertising Analysis

  • Trade-off Pricing Research

  • Comms testing alongside NPD

  • Understanding Local Business Needs

  • Financial Brand Satisfaction Tracking

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • Brand Development & Product Screening

  • Help Desk Mystery Shopping

  • Product Development using Ethnography

  • Understanding the Sales Journey Experience from both sides

  • Audience Development Plan

  • Service Delivery Mystery Shopping

  • Reader Satisfaction

  • Development of the Direct Offering

  • Multi-national Usage & Attitude Survey

  • Strategic Brand Development

  • International Competitor Mystery Shopping

  • Broker Relationship Survey

  • Driving business growth

  • Affinities Partner

  • International Satisfaction & Development

  • Global Advertising Campaign

  • Sentencers' Satisfaction Survey

  • Brand Development

  • Prototype Evaluation

  • Loyalty Scheme

  • Understanding Attrition

  • Brand Image Research

  • Tourism Focus Groups

  • Website Development

  • Staff Surveys

  • Plasterboard Packaging Research

  • Understanding Customer Pricing

  • Understanding the use of Temporary Labour

  • Satisfaction Survey (Housing)

  • Compliance Mystery Shopping

  • Sports Facility Survey

  • Engaging adults back into education

  • Benchmarking Mystery Shopping

  • Developing marketing materials for new products

  • Adult Home Care Tracking Product Development

  • Luxury In-store Display

  • Marketing consultancy for direct insurance

  • Competitor Mystery Shopping

  • Public Consultation - Waste

  • Communication: New and existing financial products

  • Visitor Survey

  • New Expert Information Product

Contact Phoenix MRC


01242 256816



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

Find us