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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

  • Revitalising Existing Brand

  • Plasterboard Packaging Research

  • Compliance Mystery Shopping

  • Website Development

  • Strategic Brand Development

  • Understanding the Sales Journey Experience from both sides

  • Brand Image Research

  • Broker Relationship Survey

  • Cathedral Visitor Survey

  • Sports Facility Survey

  • Tourism Focus Groups

  • Understanding Local Business Needs

  • Adult Home Care Tracking Product Development

  • Mixed Media Advertising Analysis

  • Visitor Survey

  • Affinities Partner

  • Loyalty Scheme

  • Global Advertising Campaign

  • Reader Satisfaction

  • Product Development using Ethnography

  • Staff Surveys

  • Engaging adults back into education

  • Comms testing alongside NPD

  • Audience Development Plan

  • International Satisfaction & Development

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Waste

  • Public Consultation - Council Tax

  • Marketing consultancy for direct insurance

  • Sentencers' Satisfaction Survey

  • Satisfaction Survey (Housing)

  • Luxury In-store Display

  • New Expert Information Product

  • Housing Scheme Test

  • Brand Development & Product Screening

  • Brand Development

  • Driving business growth

  • Developing marketing materials for new products

  • Understanding Customer Pricing

  • Understanding the use of Temporary Labour

  • Competitor Mystery Shopping

  • International Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Benchmarking Mystery Shopping

  • Development of the Direct Offering

  • Trade-off Pricing Research

  • Prototype Evaluation

  • Service Delivery Mystery Shopping

  • Understanding Attrition

  • Financial Brand Satisfaction Tracking

  • Help Desk Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us