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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

  • Prototype Evaluation

  • Revitalising Existing Brand

  • Adult Home Care Tracking Product Development

  • Understanding Attrition

  • Driving business growth

  • Visitor Survey

  • Audience Development Plan

  • Help Desk Mystery Shopping

  • Plasterboard Packaging Research

  • Service Delivery Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Compliance Mystery Shopping

  • Trade-off Pricing Research

  • International Satisfaction & Development

  • Staff Surveys

  • Competitor Mystery Shopping

  • Broker Relationship Survey

  • Luxury In-store Display

  • Benchmarking Mystery Shopping

  • Sports Facility Survey

  • Multi-national Usage & Attitude Survey

  • Brand Development

  • Website Development

  • Brand Development & Product Screening

  • Reader Satisfaction

  • Understanding the use of Temporary Labour

  • Communication: New and existing financial products

  • Financial Brand Satisfaction Tracking

  • Comms testing alongside NPD

  • Global Advertising Campaign

  • Understanding Customer Pricing

  • Housing Scheme Test

  • Engaging adults back into education

  • Sentencers' Satisfaction Survey

  • Marketing consultancy for direct insurance

  • Cathedral Visitor Survey

  • Satisfaction Survey (Housing)

  • Mixed Media Advertising Analysis

  • Loyalty Scheme

  • Affinities Partner

  • Brand Image Research

  • Developing marketing materials for new products

  • Public Consultation - Council Tax

  • Tourism Focus Groups

  • New Expert Information Product

  • Strategic Brand Development

  • International Competitor Mystery Shopping

  • Product Development using Ethnography

  • Public Consultation - Waste

  • Understanding Local Business Needs

  • Development of the Direct Offering

Contact Phoenix MRC


01242 256816



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

Find us