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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

  • Driving business growth

  • Product Development using Ethnography

  • Visitor Survey

  • Global Advertising Campaign

  • Tourism Focus Groups

  • Revitalising Existing Brand

  • Help Desk Mystery Shopping

  • Benchmarking Mystery Shopping

  • Brand Development

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • International Competitor Mystery Shopping

  • Brand Image Research

  • International Satisfaction & Development

  • Communication: New and existing financial products

  • Housing Scheme Test

  • Trade-off Pricing Research

  • New Expert Information Product

  • Comms testing alongside NPD

  • Plasterboard Packaging Research

  • Understanding Local Business Needs

  • Public Consultation - Waste

  • Sentencers' Satisfaction Survey

  • Prototype Evaluation

  • Adult Home Care Tracking Product Development

  • Staff Surveys

  • Website Development

  • Understanding the use of Temporary Labour

  • Broker Relationship Survey

  • Cathedral Visitor Survey

  • Engaging adults back into education

  • Financial Brand Satisfaction Tracking

  • Affinities Partner

  • Public Consultation - Council Tax

  • Marketing consultancy for direct insurance

  • Compliance Mystery Shopping

  • Reader Satisfaction

  • Luxury In-store Display

  • Developing marketing materials for new products

  • Development of the Direct Offering

  • Loyalty Scheme

  • Service Delivery Mystery Shopping

  • Competitor Mystery Shopping

  • Audience Development Plan

  • Understanding the Sales Journey Experience from both sides

  • Brand Development & Product Screening

  • Understanding Customer Pricing

  • Mixed Media Advertising Analysis

  • Satisfaction Survey (Housing)

  • Strategic Brand Development

  • Sports Facility Survey

Contact Phoenix MRC


01242 256816



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

Find us