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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

  • Brand Development

  • Mixed Media Advertising Analysis

  • Tourism Focus Groups

  • Compliance Mystery Shopping

  • Brand Image Research

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Competitor Mystery Shopping

  • Development of the Direct Offering

  • Product Development using Ethnography

  • Reader Satisfaction

  • Website Development

  • Sentencers' Satisfaction Survey

  • Broker Relationship Survey

  • Developing marketing materials for new products

  • Service Delivery Mystery Shopping

  • International Satisfaction & Development

  • Adult Home Care Tracking Product Development

  • Loyalty Scheme

  • Audience Development Plan

  • Cathedral Visitor Survey

  • Trade-off Pricing Research

  • Multi-national Usage & Attitude Survey

  • Understanding Customer Pricing

  • Financial Brand Satisfaction Tracking

  • Understanding the use of Temporary Labour

  • Benchmarking Mystery Shopping

  • Sports Facility Survey

  • Engaging adults back into education

  • Housing Scheme Test

  • Communication: New and existing financial products

  • Staff Surveys

  • Revitalising Existing Brand

  • Plasterboard Packaging Research

  • Marketing consultancy for direct insurance

  • Understanding Attrition

  • Prototype Evaluation

  • Driving business growth

  • Public Consultation - Waste

  • Understanding Local Business Needs

  • New Expert Information Product

  • International Competitor Mystery Shopping

  • Comms testing alongside NPD

  • Brand Development & Product Screening

  • Public Consultation - Council Tax

  • Luxury In-store Display

  • Global Advertising Campaign

  • Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Help Desk Mystery Shopping

  • Strategic Brand Development

Contact Phoenix MRC


01242 256816



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

Find us