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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

  • International Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Tourism Focus Groups

  • International Satisfaction & Development

  • Understanding the use of Temporary Labour

  • Service Delivery Mystery Shopping

  • Global Advertising Campaign

  • Engaging adults back into education

  • Brand Development & Product Screening

  • Comms testing alongside NPD

  • Sports Facility Survey

  • Benchmarking Mystery Shopping

  • Satisfaction Survey (Housing)

  • Staff Surveys

  • Communication: New and existing financial products

  • Plasterboard Packaging Research

  • Cathedral Visitor Survey

  • Competitor Mystery Shopping

  • Luxury In-store Display

  • Brand Development

  • Reader Satisfaction

  • Understanding Attrition

  • Visitor Survey

  • Loyalty Scheme

  • Mixed Media Advertising Analysis

  • Sentencers' Satisfaction Survey

  • Housing Scheme Test

  • Product Development using Ethnography

  • Understanding the Sales Journey Experience from both sides

  • Audience Development Plan

  • Website Development

  • Marketing consultancy for direct insurance

  • Brand Image Research

  • Development of the Direct Offering

  • Multi-national Usage & Attitude Survey

  • New Expert Information Product

  • Strategic Brand Development

  • Help Desk Mystery Shopping

  • Compliance Mystery Shopping

  • Public Consultation - Waste

  • Affinities Partner

  • Revitalising Existing Brand

  • Public Consultation - Council Tax

  • Financial Brand Satisfaction Tracking

  • Prototype Evaluation

  • Broker Relationship Survey

  • Developing marketing materials for new products

  • Driving business growth

  • Adult Home Care Tracking Product Development

  • Trade-off Pricing Research

  • Understanding Customer Pricing

Contact Phoenix MRC


01242 256816



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

Find us