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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

  • Communication: New and existing financial products

  • Public Consultation - Council Tax

  • Loyalty Scheme

  • Multi-national Usage & Attitude Survey

  • Global Advertising Campaign

  • Understanding Customer Pricing

  • Audience Development Plan

  • Understanding Attrition

  • Strategic Brand Development

  • Comms testing alongside NPD

  • Prototype Evaluation

  • Website Development

  • Sports Facility Survey

  • Visitor Survey

  • Revitalising Existing Brand

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Product Development using Ethnography

  • Understanding the use of Temporary Labour

  • Staff Surveys

  • Driving business growth

  • Understanding the Sales Journey Experience from both sides

  • Developing marketing materials for new products

  • Benchmarking Mystery Shopping

  • Trade-off Pricing Research

  • Development of the Direct Offering

  • Help Desk Mystery Shopping

  • Brand Development & Product Screening

  • Marketing consultancy for direct insurance

  • International Satisfaction & Development

  • Reader Satisfaction

  • New Expert Information Product

  • Brand Development

  • Compliance Mystery Shopping

  • Housing Scheme Test

  • Understanding Local Business Needs

  • International Competitor Mystery Shopping

  • Service Delivery Mystery Shopping

  • Broker Relationship Survey

  • Mixed Media Advertising Analysis

  • Luxury In-store Display

  • Adult Home Care Tracking Product Development

  • Engaging adults back into education

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Competitor Mystery Shopping

  • Brand Image Research

  • Tourism Focus Groups

  • Sentencers' Satisfaction Survey

  • Public Consultation - Waste

  • Plasterboard Packaging Research

Contact Phoenix MRC


01242 256816



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

Find us