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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

  • Comms testing alongside NPD

  • Loyalty Scheme

  • Mixed Media Advertising Analysis

  • Adult Home Care Tracking Product Development

  • Brand Development & Product Screening

  • International Competitor Mystery Shopping

  • Strategic Brand Development

  • Affinities Partner

  • Public Consultation - Council Tax

  • New Expert Information Product

  • Revitalising Existing Brand

  • Understanding the Sales Journey Experience from both sides

  • Satisfaction Survey (Housing)

  • Tourism Focus Groups

  • Service Delivery Mystery Shopping

  • Compliance Mystery Shopping

  • Public Consultation - Waste

  • Understanding Local Business Needs

  • Trade-off Pricing Research

  • Understanding Customer Pricing

  • Housing Scheme Test

  • Understanding the use of Temporary Labour

  • Website Development

  • Broker Relationship Survey

  • Reader Satisfaction

  • Brand Development

  • Engaging adults back into education

  • Luxury In-store Display

  • Developing marketing materials for new products

  • Communication: New and existing financial products

  • Competitor Mystery Shopping

  • Product Development using Ethnography

  • Help Desk Mystery Shopping

  • Prototype Evaluation

  • Sentencers' Satisfaction Survey

  • Visitor Survey

  • Audience Development Plan

  • Multi-national Usage & Attitude Survey

  • Understanding Attrition

  • Global Advertising Campaign

  • Benchmarking Mystery Shopping

  • Development of the Direct Offering

  • Marketing consultancy for direct insurance

  • International Satisfaction & Development

  • Sports Facility Survey

  • Driving business growth

  • Cathedral Visitor Survey

  • Staff Surveys

  • Plasterboard Packaging Research

  • Brand Image Research

Contact Phoenix MRC


01242 256816



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

Find us