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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

  • Luxury In-store Display

  • Sentencers' Satisfaction Survey

  • Trade-off Pricing Research

  • Prototype Evaluation

  • International Satisfaction & Development

  • Multi-national Usage & Attitude Survey

  • Sports Facility Survey

  • Understanding Local Business Needs

  • International Competitor Mystery Shopping

  • Development of the Direct Offering

  • Developing marketing materials for new products

  • Financial Brand Satisfaction Tracking

  • Competitor Mystery Shopping

  • Staff Surveys

  • Broker Relationship Survey

  • Communication: New and existing financial products

  • Public Consultation - Waste

  • Cathedral Visitor Survey

  • Strategic Brand Development

  • Engaging adults back into education

  • Compliance Mystery Shopping

  • Visitor Survey

  • Mixed Media Advertising Analysis

  • Driving business growth

  • Comms testing alongside NPD

  • Revitalising Existing Brand

  • Satisfaction Survey (Housing)

  • New Expert Information Product

  • Plasterboard Packaging Research

  • Understanding Attrition

  • Tourism Focus Groups

  • Affinities Partner

  • Public Consultation - Council Tax

  • Brand Development

  • Reader Satisfaction

  • Global Advertising Campaign

  • Housing Scheme Test

  • Help Desk Mystery Shopping

  • Audience Development Plan

  • Marketing consultancy for direct insurance

  • Brand Development & Product Screening

  • Understanding Customer Pricing

  • Understanding the use of Temporary Labour

  • Service Delivery Mystery Shopping

  • Website Development

  • Understanding the Sales Journey Experience from both sides

  • Adult Home Care Tracking Product Development

  • Loyalty Scheme

  • Brand Image Research

  • Benchmarking Mystery Shopping

  • Product Development using Ethnography

Contact Phoenix MRC


01242 256816



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

Find us