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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

  • Tourism Focus Groups

  • Multi-national Usage & Attitude Survey

  • Sports Facility Survey

  • Understanding the Sales Journey Experience from both sides

  • Audience Development Plan

  • Brand Image Research

  • Developing marketing materials for new products

  • Trade-off Pricing Research

  • Understanding Local Business Needs

  • Cathedral Visitor Survey

  • Public Consultation - Waste

  • Understanding the use of Temporary Labour

  • Housing Scheme Test

  • International Satisfaction & Development

  • Driving business growth

  • Visitor Survey

  • Communication: New and existing financial products

  • Sentencers' Satisfaction Survey

  • Public Consultation - Council Tax

  • Prototype Evaluation

  • Understanding Attrition

  • Broker Relationship Survey

  • New Expert Information Product

  • Satisfaction Survey (Housing)

  • Product Development using Ethnography

  • Financial Brand Satisfaction Tracking

  • Reader Satisfaction

  • Benchmarking Mystery Shopping

  • Understanding Customer Pricing

  • Luxury In-store Display

  • Loyalty Scheme

  • Plasterboard Packaging Research

  • Website Development

  • Global Advertising Campaign

  • Help Desk Mystery Shopping

  • Staff Surveys

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • International Competitor Mystery Shopping

  • Marketing consultancy for direct insurance

  • Brand Development

  • Brand Development & Product Screening

  • Revitalising Existing Brand

  • Competitor Mystery Shopping

  • Affinities Partner

  • Compliance Mystery Shopping

  • Development of the Direct Offering

  • Adult Home Care Tracking Product Development

  • Engaging adults back into education

  • Mixed Media Advertising Analysis

  • Strategic Brand Development

Contact Phoenix MRC


01242 256816



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

Find us