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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

  • Revitalising Existing Brand

  • Public Consultation - Council Tax

  • Loyalty Scheme

  • Understanding the use of Temporary Labour

  • Developing marketing materials for new products

  • Driving business growth

  • Affinities Partner

  • Brand Development

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Waste

  • Global Advertising Campaign

  • Help Desk Mystery Shopping

  • Reader Satisfaction

  • Cathedral Visitor Survey

  • Engaging adults back into education

  • Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Strategic Brand Development

  • Service Delivery Mystery Shopping

  • Marketing consultancy for direct insurance

  • Understanding Customer Pricing

  • Adult Home Care Tracking Product Development

  • Trade-off Pricing Research

  • International Competitor Mystery Shopping

  • New Expert Information Product

  • Sports Facility Survey

  • Audience Development Plan

  • Luxury In-store Display

  • Prototype Evaluation

  • Understanding Attrition

  • Comms testing alongside NPD

  • Multi-national Usage & Attitude Survey

  • Mixed Media Advertising Analysis

  • Housing Scheme Test

  • Communication: New and existing financial products

  • Sentencers' Satisfaction Survey

  • Satisfaction Survey (Housing)

  • Compliance Mystery Shopping

  • Website Development

  • Brand Image Research

  • Benchmarking Mystery Shopping

  • Visitor Survey

  • Brand Development & Product Screening

  • Plasterboard Packaging Research

  • Staff Surveys

  • Broker Relationship Survey

  • International Satisfaction & Development

  • Tourism Focus Groups

  • Financial Brand Satisfaction Tracking

  • Development of the Direct Offering

  • Product Development using Ethnography

Contact Phoenix MRC


01242 256816



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

Find us