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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

  • Comms testing alongside NPD

  • Adult Home Care Tracking Product Development

  • Brand Image Research

  • International Competitor Mystery Shopping

  • Strategic Brand Development

  • Tourism Focus Groups

  • Visitor Survey

  • Benchmarking Mystery Shopping

  • Prototype Evaluation

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Staff Surveys

  • Luxury In-store Display

  • Competitor Mystery Shopping

  • Loyalty Scheme

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Council Tax

  • Understanding Local Business Needs

  • Affinities Partner

  • Website Development

  • Understanding Attrition

  • Sentencers' Satisfaction Survey

  • Understanding the use of Temporary Labour

  • International Satisfaction & Development

  • Communication: New and existing financial products

  • Broker Relationship Survey

  • Product Development using Ethnography

  • Compliance Mystery Shopping

  • Housing Scheme Test

  • New Expert Information Product

  • Engaging adults back into education

  • Public Consultation - Waste

  • Mixed Media Advertising Analysis

  • Cathedral Visitor Survey

  • Brand Development & Product Screening

  • Global Advertising Campaign

  • Understanding Customer Pricing

  • Understanding the Sales Journey Experience from both sides

  • Developing marketing materials for new products

  • Service Delivery Mystery Shopping

  • Development of the Direct Offering

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • Revitalising Existing Brand

  • Audience Development Plan

  • Brand Development

  • Trade-off Pricing Research

  • Help Desk Mystery Shopping

  • Reader Satisfaction

  • Driving business growth

  • Financial Brand Satisfaction Tracking

Contact Phoenix MRC


01242 256816



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

Find us