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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

  • Prototype Evaluation

  • Public Consultation - Waste

  • New Expert Information Product

  • Global Advertising Campaign

  • Marketing consultancy for direct insurance

  • Financial Brand Satisfaction Tracking

  • Competitor Mystery Shopping

  • Revitalising Existing Brand

  • Tourism Focus Groups

  • Plasterboard Packaging Research

  • Reader Satisfaction

  • Benchmarking Mystery Shopping

  • Brand Development & Product Screening

  • Multi-national Usage & Attitude Survey

  • Sentencers' Satisfaction Survey

  • Communication: New and existing financial products

  • International Satisfaction & Development

  • Luxury In-store Display

  • Strategic Brand Development

  • Adult Home Care Tracking Product Development

  • Help Desk Mystery Shopping

  • Audience Development Plan

  • Cathedral Visitor Survey

  • Housing Scheme Test

  • Sports Facility Survey

  • Understanding the Sales Journey Experience from both sides

  • Understanding Attrition

  • Driving business growth

  • Developing marketing materials for new products

  • Trade-off Pricing Research

  • Comms testing alongside NPD

  • Brand Image Research

  • Understanding Local Business Needs

  • Satisfaction Survey (Housing)

  • International Competitor Mystery Shopping

  • Engaging adults back into education

  • Staff Surveys

  • Brand Development

  • Development of the Direct Offering

  • Broker Relationship Survey

  • Product Development using Ethnography

  • Visitor Survey

  • Loyalty Scheme

  • Public Consultation - Council Tax

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • Understanding the use of Temporary Labour

  • Website Development

  • Affinities Partner

  • Understanding Customer Pricing

  • Service Delivery Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us