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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

  • Understanding Customer Pricing

  • Financial Brand Satisfaction Tracking

  • Service Delivery Mystery Shopping

  • Cathedral Visitor Survey

  • International Competitor Mystery Shopping

  • Compliance Mystery Shopping

  • Reader Satisfaction

  • Revitalising Existing Brand

  • Engaging adults back into education

  • Adult Home Care Tracking Product Development

  • Development of the Direct Offering

  • Driving business growth

  • International Satisfaction & Development

  • Strategic Brand Development

  • Public Consultation - Waste

  • Communication: New and existing financial products

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • Website Development

  • Understanding the use of Temporary Labour

  • Understanding Local Business Needs

  • Broker Relationship Survey

  • Plasterboard Packaging Research

  • Mixed Media Advertising Analysis

  • Affinities Partner

  • Multi-national Usage & Attitude Survey

  • Sports Facility Survey

  • Audience Development Plan

  • New Expert Information Product

  • Product Development using Ethnography

  • Tourism Focus Groups

  • Help Desk Mystery Shopping

  • Global Advertising Campaign

  • Understanding the Sales Journey Experience from both sides

  • Developing marketing materials for new products

  • Competitor Mystery Shopping

  • Understanding Attrition

  • Benchmarking Mystery Shopping

  • Comms testing alongside NPD

  • Marketing consultancy for direct insurance

  • Public Consultation - Council Tax

  • Luxury In-store Display

  • Brand Image Research

  • Brand Development & Product Screening

  • Sentencers' Satisfaction Survey

  • Visitor Survey

  • Staff Surveys

  • Brand Development

  • Loyalty Scheme

  • Housing Scheme Test

  • Trade-off Pricing Research

Contact Phoenix MRC


01242 256816



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

Find us