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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

  • Financial Brand Satisfaction Tracking

  • Public Consultation - Waste

  • Public Consultation - Council Tax

  • Brand Image Research

  • Service Delivery Mystery Shopping

  • Satisfaction Survey (Housing)

  • Revitalising Existing Brand

  • Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Help Desk Mystery Shopping

  • Product Development using Ethnography

  • Understanding the use of Temporary Labour

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Driving business growth

  • Broker Relationship Survey

  • Housing Scheme Test

  • Comms testing alongside NPD

  • Marketing consultancy for direct insurance

  • Cathedral Visitor Survey

  • International Competitor Mystery Shopping

  • Trade-off Pricing Research

  • New Expert Information Product

  • Tourism Focus Groups

  • Global Advertising Campaign

  • Strategic Brand Development

  • Engaging adults back into education

  • Understanding Attrition

  • Audience Development Plan

  • Mixed Media Advertising Analysis

  • Reader Satisfaction

  • Understanding Customer Pricing

  • Affinities Partner

  • Understanding Local Business Needs

  • Staff Surveys

  • Prototype Evaluation

  • Brand Development

  • International Satisfaction & Development

  • Luxury In-store Display

  • Developing marketing materials for new products

  • Plasterboard Packaging Research

  • Website Development

  • Compliance Mystery Shopping

  • Loyalty Scheme

  • Benchmarking Mystery Shopping

  • Sports Facility Survey

  • Sentencers' Satisfaction Survey

  • Development of the Direct Offering

  • Brand Development & Product Screening

Contact Phoenix MRC


01242 256816



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

Find us