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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

  • Satisfaction Survey (Housing)

  • Understanding Local Business Needs

  • Competitor Mystery Shopping

  • Website Development

  • Tourism Focus Groups

  • Loyalty Scheme

  • Public Consultation - Waste

  • Multi-national Usage & Attitude Survey

  • Sentencers' Satisfaction Survey

  • Sports Facility Survey

  • Cathedral Visitor Survey

  • Benchmarking Mystery Shopping

  • Plasterboard Packaging Research

  • Brand Development & Product Screening

  • Affinities Partner

  • Understanding the Sales Journey Experience from both sides

  • Brand Development

  • Strategic Brand Development

  • Service Delivery Mystery Shopping

  • Staff Surveys

  • Brand Image Research

  • International Satisfaction & Development

  • Understanding Attrition

  • Trade-off Pricing Research

  • Housing Scheme Test

  • New Expert Information Product

  • Audience Development Plan

  • Prototype Evaluation

  • Product Development using Ethnography

  • Luxury In-store Display

  • International Competitor Mystery Shopping

  • Visitor Survey

  • Engaging adults back into education

  • Revitalising Existing Brand

  • Comms testing alongside NPD

  • Global Advertising Campaign

  • Adult Home Care Tracking Product Development

  • Mixed Media Advertising Analysis

  • Reader Satisfaction

  • Help Desk Mystery Shopping

  • Understanding Customer Pricing

  • Public Consultation - Council Tax

  • Understanding the use of Temporary Labour

  • Financial Brand Satisfaction Tracking

  • Compliance Mystery Shopping

  • Driving business growth

  • Development of the Direct Offering

  • Marketing consultancy for direct insurance

  • Communication: New and existing financial products

  • Developing marketing materials for new products

  • Broker Relationship Survey

Contact Phoenix MRC


01242 256816



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

Find us