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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

  • Public Consultation - Council Tax

  • Understanding Customer Pricing

  • Satisfaction Survey (Housing)

  • Competitor Mystery Shopping

  • Affinities Partner

  • Adult Home Care Tracking Product Development

  • Broker Relationship Survey

  • Public Consultation - Waste

  • Reader Satisfaction

  • Engaging adults back into education

  • Marketing consultancy for direct insurance

  • Visitor Survey

  • Sports Facility Survey

  • Sentencers' Satisfaction Survey

  • Benchmarking Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Tourism Focus Groups

  • Audience Development Plan

  • Website Development

  • Cathedral Visitor Survey

  • Understanding Attrition

  • Housing Scheme Test

  • Product Development using Ethnography

  • International Competitor Mystery Shopping

  • Brand Development

  • Help Desk Mystery Shopping

  • Loyalty Scheme

  • Developing marketing materials for new products

  • Understanding the Sales Journey Experience from both sides

  • Trade-off Pricing Research

  • Revitalising Existing Brand

  • Global Advertising Campaign

  • Luxury In-store Display

  • Strategic Brand Development

  • Service Delivery Mystery Shopping

  • Comms testing alongside NPD

  • Mixed Media Advertising Analysis

  • Development of the Direct Offering

  • Brand Image Research

  • Communication: New and existing financial products

  • International Satisfaction & Development

  • Multi-national Usage & Attitude Survey

  • New Expert Information Product

  • Staff Surveys

  • Plasterboard Packaging Research

  • Compliance Mystery Shopping

  • Understanding Local Business Needs

  • Driving business growth

  • Understanding the use of Temporary Labour

  • Brand Development & Product Screening

  • Prototype Evaluation

Contact Phoenix MRC


01242 256816



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

Find us