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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

  • Brand Development & Product Screening

  • Developing marketing materials for new products

  • Driving business growth

  • Reader Satisfaction

  • Development of the Direct Offering

  • Revitalising Existing Brand

  • Affinities Partner

  • Staff Surveys

  • Understanding Customer Pricing

  • Prototype Evaluation

  • Marketing consultancy for direct insurance

  • Website Development

  • Public Consultation - Council Tax

  • International Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Understanding the Sales Journey Experience from both sides

  • Service Delivery Mystery Shopping

  • Understanding the use of Temporary Labour

  • Brand Development

  • Understanding Local Business Needs

  • Tourism Focus Groups

  • Luxury In-store Display

  • Sentencers' Satisfaction Survey

  • Engaging adults back into education

  • New Expert Information Product

  • Sports Facility Survey

  • Understanding Attrition

  • Product Development using Ethnography

  • Cathedral Visitor Survey

  • Housing Scheme Test

  • Communication: New and existing financial products

  • Help Desk Mystery Shopping

  • Trade-off Pricing Research

  • Brand Image Research

  • Financial Brand Satisfaction Tracking

  • Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Strategic Brand Development

  • Comms testing alongside NPD

  • Visitor Survey

  • International Satisfaction & Development

  • Plasterboard Packaging Research

  • Public Consultation - Waste

  • Loyalty Scheme

  • Adult Home Care Tracking Product Development

  • Benchmarking Mystery Shopping

  • Broker Relationship Survey

  • Audience Development Plan

  • Satisfaction Survey (Housing)

  • Compliance Mystery Shopping

  • Global Advertising Campaign

Contact Phoenix MRC


01242 256816



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

Find us