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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

  • Driving business growth

  • Financial Brand Satisfaction Tracking

  • Brand Development

  • Marketing consultancy for direct insurance

  • Brand Development & Product Screening

  • Sentencers' Satisfaction Survey

  • Competitor Mystery Shopping

  • Understanding Customer Pricing

  • New Expert Information Product

  • Website Development

  • Affinities Partner

  • Communication: New and existing financial products

  • Visitor Survey

  • International Satisfaction & Development

  • Audience Development Plan

  • Public Consultation - Waste

  • Mixed Media Advertising Analysis

  • Public Consultation - Council Tax

  • Brand Image Research

  • Multi-national Usage & Attitude Survey

  • Trade-off Pricing Research

  • Development of the Direct Offering

  • Staff Surveys

  • Prototype Evaluation

  • Benchmarking Mystery Shopping

  • Comms testing alongside NPD

  • Help Desk Mystery Shopping

  • Developing marketing materials for new products

  • Product Development using Ethnography

  • Global Advertising Campaign

  • Cathedral Visitor Survey

  • Broker Relationship Survey

  • Understanding the Sales Journey Experience from both sides

  • Housing Scheme Test

  • International Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Understanding Local Business Needs

  • Loyalty Scheme

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • Luxury In-store Display

  • Revitalising Existing Brand

  • Strategic Brand Development

  • Understanding Attrition

  • Service Delivery Mystery Shopping

  • Engaging adults back into education

  • Reader Satisfaction

  • Compliance Mystery Shopping

  • Tourism Focus Groups

  • Sports Facility Survey

  • Understanding the use of Temporary Labour

Contact Phoenix MRC


01242 256816



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

Find us