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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

  • Trade-off Pricing Research

  • Comms testing alongside NPD

  • Sports Facility Survey

  • Global Advertising Campaign

  • Mixed Media Advertising Analysis

  • Sentencers' Satisfaction Survey

  • Help Desk Mystery Shopping

  • Compliance Mystery Shopping

  • Understanding Local Business Needs

  • Communication: New and existing financial products

  • Understanding the use of Temporary Labour

  • Development of the Direct Offering

  • Understanding Attrition

  • Engaging adults back into education

  • Strategic Brand Development

  • Revitalising Existing Brand

  • Developing marketing materials for new products

  • Understanding the Sales Journey Experience from both sides

  • Tourism Focus Groups

  • Competitor Mystery Shopping

  • International Satisfaction & Development

  • Driving business growth

  • New Expert Information Product

  • Brand Image Research

  • Marketing consultancy for direct insurance

  • Audience Development Plan

  • Visitor Survey

  • Adult Home Care Tracking Product Development

  • Prototype Evaluation

  • Multi-national Usage & Attitude Survey

  • Cathedral Visitor Survey

  • Product Development using Ethnography

  • Loyalty Scheme

  • Broker Relationship Survey

  • Affinities Partner

  • Reader Satisfaction

  • Plasterboard Packaging Research

  • Public Consultation - Council Tax

  • Website Development

  • Public Consultation - Waste

  • Satisfaction Survey (Housing)

  • Benchmarking Mystery Shopping

  • Staff Surveys

  • Service Delivery Mystery Shopping

  • Brand Development

  • Brand Development & Product Screening

  • Housing Scheme Test

  • Luxury In-store Display

  • Financial Brand Satisfaction Tracking

  • International Competitor Mystery Shopping

  • Understanding Customer Pricing

Contact Phoenix MRC


01242 256816



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

Find us