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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

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Understanding the Sales Journey Experience from both sides

  • Staff Surveys

  • Compliance Mystery Shopping

  • Product Development using Ethnography

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • New Expert Information Product

  • Luxury In-store Display

  • Service Delivery Mystery Shopping

  • Sports Facility Survey

  • Brand Development

  • Loyalty Scheme

  • Mixed Media Advertising Analysis

  • Driving business growth

  • Understanding the use of Temporary Labour

  • Global Advertising Campaign

  • Understanding Attrition

  • Audience Development Plan

  • Marketing consultancy for direct insurance

  • Housing Scheme Test

  • Revitalising Existing Brand

  • Comms testing alongside NPD

  • Benchmarking Mystery Shopping

  • Tourism Focus Groups

  • Understanding Customer Pricing

  • International Satisfaction & Development

  • Brand Development & Product Screening

  • Public Consultation - Waste

  • Trade-off Pricing Research

  • International Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Prototype Evaluation

  • Cathedral Visitor Survey

  • Sentencers' Satisfaction Survey

  • Public Consultation - Council Tax

  • Broker Relationship Survey

  • Brand Image Research

  • Engaging adults back into education

  • Understanding Local Business Needs

  • Development of the Direct Offering

  • Help Desk Mystery Shopping

  • Communication: New and existing financial products

  • Financial Brand Satisfaction Tracking

  • Website Development

  • Strategic Brand Development

  • Competitor Mystery Shopping

  • Visitor Survey

  • Plasterboard Packaging Research

  • Reader Satisfaction

Contact Phoenix MRC


01242 256816



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

Find us