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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

  • Reader Satisfaction

  • Adult Home Care Tracking Product Development

  • Trade-off Pricing Research

  • Understanding the Sales Journey Experience from both sides

  • Driving business growth

  • International Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Affinities Partner

  • Loyalty Scheme

  • Competitor Mystery Shopping

  • Development of the Direct Offering

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • Marketing consultancy for direct insurance

  • Understanding the use of Temporary Labour

  • Engaging adults back into education

  • Broker Relationship Survey

  • Benchmarking Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Staff Surveys

  • Website Development

  • Prototype Evaluation

  • Audience Development Plan

  • Brand Development & Product Screening

  • Help Desk Mystery Shopping

  • Public Consultation - Council Tax

  • Mixed Media Advertising Analysis

  • Plasterboard Packaging Research

  • Tourism Focus Groups

  • Understanding Customer Pricing

  • Service Delivery Mystery Shopping

  • Revitalising Existing Brand

  • Product Development using Ethnography

  • Cathedral Visitor Survey

  • Developing marketing materials for new products

  • Brand Development

  • Luxury In-store Display

  • Global Advertising Campaign

  • International Satisfaction & Development

  • Communication: New and existing financial products

  • Brand Image Research

  • Understanding Local Business Needs

  • Public Consultation - Waste

  • Strategic Brand Development

  • Comms testing alongside NPD

  • New Expert Information Product

  • Housing Scheme Test

  • Visitor Survey

  • Sports Facility Survey

  • Sentencers' Satisfaction Survey

  • Compliance Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us