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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

  • Revitalising Existing Brand

  • Comms testing alongside NPD

  • Adult Home Care Tracking Product Development

  • Sports Facility Survey

  • Product Development using Ethnography

  • Marketing consultancy for direct insurance

  • Understanding Attrition

  • Plasterboard Packaging Research

  • Development of the Direct Offering

  • Staff Surveys

  • Brand Development & Product Screening

  • Service Delivery Mystery Shopping

  • Compliance Mystery Shopping

  • Strategic Brand Development

  • Competitor Mystery Shopping

  • Affinities Partner

  • Benchmarking Mystery Shopping

  • Brand Development

  • Website Development

  • Understanding Local Business Needs

  • Driving business growth

  • Housing Scheme Test

  • Financial Brand Satisfaction Tracking

  • Prototype Evaluation

  • Brand Image Research

  • Luxury In-store Display

  • Sentencers' Satisfaction Survey

  • Multi-national Usage & Attitude Survey

  • Cathedral Visitor Survey

  • Developing marketing materials for new products

  • Trade-off Pricing Research

  • Audience Development Plan

  • Understanding the Sales Journey Experience from both sides

  • Visitor Survey

  • International Satisfaction & Development

  • International Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Public Consultation - Waste

  • Global Advertising Campaign

  • Understanding Customer Pricing

  • Engaging adults back into education

  • Mixed Media Advertising Analysis

  • Public Consultation - Council Tax

  • Loyalty Scheme

  • Tourism Focus Groups

  • Reader Satisfaction

  • Communication: New and existing financial products

  • Help Desk Mystery Shopping

  • New Expert Information Product

  • Understanding the use of Temporary Labour

  • Broker Relationship Survey

Contact Phoenix MRC


01242 256816



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

Find us