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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

  • Sports Facility Survey

  • New Expert Information Product

  • Mixed Media Advertising Analysis

  • Understanding Attrition

  • Development of the Direct Offering

  • Help Desk Mystery Shopping

  • Brand Image Research

  • Housing Scheme Test

  • Engaging adults back into education

  • Driving business growth

  • Website Development

  • Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Brand Development & Product Screening

  • Trade-off Pricing Research

  • Prototype Evaluation

  • Luxury In-store Display

  • Plasterboard Packaging Research

  • Communication: New and existing financial products

  • Strategic Brand Development

  • Adult Home Care Tracking Product Development

  • Benchmarking Mystery Shopping

  • Tourism Focus Groups

  • International Satisfaction & Development

  • Public Consultation - Council Tax

  • Comms testing alongside NPD

  • Financial Brand Satisfaction Tracking

  • Global Advertising Campaign

  • Understanding the Sales Journey Experience from both sides

  • Loyalty Scheme

  • Visitor Survey

  • Compliance Mystery Shopping

  • Understanding Customer Pricing

  • Marketing consultancy for direct insurance

  • Revitalising Existing Brand

  • Reader Satisfaction

  • Cathedral Visitor Survey

  • International Competitor Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Staff Surveys

  • Public Consultation - Waste

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Service Delivery Mystery Shopping

  • Satisfaction Survey (Housing)

  • Brand Development

  • Understanding the use of Temporary Labour

  • Broker Relationship Survey

  • Audience Development Plan

  • Affinities Partner

  • Developing marketing materials for new products

Contact Phoenix MRC


01242 256816



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

Find us