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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

  • Comms testing alongside NPD

  • Plasterboard Packaging Research

  • International Satisfaction & Development

  • Cathedral Visitor Survey

  • Global Advertising Campaign

  • Service Delivery Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Public Consultation - Waste

  • Understanding Local Business Needs

  • Broker Relationship Survey

  • Communication: New and existing financial products

  • Understanding the use of Temporary Labour

  • Brand Development

  • Brand Development & Product Screening

  • Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Trade-off Pricing Research

  • Competitor Mystery Shopping

  • Tourism Focus Groups

  • Staff Surveys

  • Public Consultation - Council Tax

  • Loyalty Scheme

  • Understanding Customer Pricing

  • Understanding Attrition

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • Revitalising Existing Brand

  • Adult Home Care Tracking Product Development

  • Help Desk Mystery Shopping

  • Marketing consultancy for direct insurance

  • Website Development

  • Prototype Evaluation

  • Strategic Brand Development

  • Multi-national Usage & Attitude Survey

  • Brand Image Research

  • Reader Satisfaction

  • Driving business growth

  • Engaging adults back into education

  • Benchmarking Mystery Shopping

  • Luxury In-store Display

  • Sports Facility Survey

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • New Expert Information Product

  • Audience Development Plan

  • Affinities Partner

  • Housing Scheme Test

  • Development of the Direct Offering

  • Sentencers' Satisfaction Survey

  • International Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

Contact Phoenix MRC


01242 256816



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

Find us