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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

  • Broker Relationship Survey

  • Understanding Attrition

  • Compliance Mystery Shopping

  • Revitalising Existing Brand

  • Strategic Brand Development

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Affinities Partner

  • Global Advertising Campaign

  • Visitor Survey

  • Development of the Direct Offering

  • Developing marketing materials for new products

  • Public Consultation - Waste

  • Website Development

  • Understanding Local Business Needs

  • Product Development using Ethnography

  • Trade-off Pricing Research

  • Understanding Customer Pricing

  • Prototype Evaluation

  • Brand Development

  • Luxury In-store Display

  • Housing Scheme Test

  • Mixed Media Advertising Analysis

  • Sports Facility Survey

  • Service Delivery Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Reader Satisfaction

  • Comms testing alongside NPD

  • Understanding the use of Temporary Labour

  • Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Sentencers' Satisfaction Survey

  • Audience Development Plan

  • International Satisfaction & Development

  • Cathedral Visitor Survey

  • Help Desk Mystery Shopping

  • Tourism Focus Groups

  • Financial Brand Satisfaction Tracking

  • Brand Development & Product Screening

  • Engaging adults back into education

  • Loyalty Scheme

  • Satisfaction Survey (Housing)

  • New Expert Information Product

  • Plasterboard Packaging Research

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Council Tax

  • Benchmarking Mystery Shopping

  • Marketing consultancy for direct insurance

  • Driving business growth

  • Staff Surveys

  • International Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us