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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

  • Tourism Focus Groups

  • Affinities Partner

  • Understanding Attrition

  • Public Consultation - Council Tax

  • Global Advertising Campaign

  • Benchmarking Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Housing Scheme Test

  • Satisfaction Survey (Housing)

  • Sports Facility Survey

  • Plasterboard Packaging Research

  • Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Communication: New and existing financial products

  • Broker Relationship Survey

  • International Competitor Mystery Shopping

  • Public Consultation - Waste

  • Loyalty Scheme

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

  • Brand Image Research

  • Service Delivery Mystery Shopping

  • Website Development

  • New Expert Information Product

  • Visitor Survey

  • Development of the Direct Offering

  • International Satisfaction & Development

  • Adult Home Care Tracking Product Development

  • Compliance Mystery Shopping

  • Trade-off Pricing Research

  • Strategic Brand Development

  • Revitalising Existing Brand

  • Prototype Evaluation

  • Multi-national Usage & Attitude Survey

  • Brand Development & Product Screening

  • Comms testing alongside NPD

  • Engaging adults back into education

  • Understanding Customer Pricing

  • Developing marketing materials for new products

  • Sentencers' Satisfaction Survey

  • Brand Development

  • Product Development using Ethnography

  • Reader Satisfaction

  • Driving business growth

  • Staff Surveys

  • Marketing consultancy for direct insurance

  • Financial Brand Satisfaction Tracking

  • Understanding Local Business Needs

  • Luxury In-store Display

  • Audience Development Plan

  • Mixed Media Advertising Analysis

Contact Phoenix MRC


01242 256816



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

Find us