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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

  • Sentencers' Satisfaction Survey

  • Cathedral Visitor Survey

  • Luxury In-store Display

  • Understanding Attrition

  • Tourism Focus Groups

  • Prototype Evaluation

  • Developing marketing materials for new products

  • Service Delivery Mystery Shopping

  • Loyalty Scheme

  • Brand Image Research

  • Understanding Customer Pricing

  • Staff Surveys

  • Communication: New and existing financial products

  • Brand Development

  • Compliance Mystery Shopping

  • Satisfaction Survey (Housing)

  • Marketing consultancy for direct insurance

  • Website Development

  • Housing Scheme Test

  • Product Development using Ethnography

  • Benchmarking Mystery Shopping

  • Driving business growth

  • Global Advertising Campaign

  • Visitor Survey

  • Public Consultation - Waste

  • Strategic Brand Development

  • Broker Relationship Survey

  • International Satisfaction & Development

  • Plasterboard Packaging Research

  • Development of the Direct Offering

  • Audience Development Plan

  • New Expert Information Product

  • Understanding the use of Temporary Labour

  • International Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Reader Satisfaction

  • Help Desk Mystery Shopping

  • Sports Facility Survey

  • Engaging adults back into education

  • Adult Home Care Tracking Product Development

  • Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Brand Development & Product Screening

  • Multi-national Usage & Attitude Survey

  • Trade-off Pricing Research

  • Financial Brand Satisfaction Tracking

  • Revitalising Existing Brand

  • Understanding Local Business Needs

  • Public Consultation - Council Tax

  • Affinities Partner

  • Comms testing alongside NPD

Contact Phoenix MRC


01242 256816



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

Find us