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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

  • Marketing consultancy for direct insurance

  • Loyalty Scheme

  • Trade-off Pricing Research

  • Competitor Mystery Shopping

  • International Competitor Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Understanding Customer Pricing

  • International Satisfaction & Development

  • Understanding Local Business Needs

  • Comms testing alongside NPD

  • Help Desk Mystery Shopping

  • Sports Facility Survey

  • Adult Home Care Tracking Product Development

  • Mixed Media Advertising Analysis

  • Luxury In-store Display

  • Audience Development Plan

  • New Expert Information Product

  • Broker Relationship Survey

  • Plasterboard Packaging Research

  • Understanding Attrition

  • Tourism Focus Groups

  • Benchmarking Mystery Shopping

  • Product Development using Ethnography

  • Cathedral Visitor Survey

  • Staff Surveys

  • Compliance Mystery Shopping

  • Website Development

  • Development of the Direct Offering

  • Public Consultation - Council Tax

  • Housing Scheme Test

  • Global Advertising Campaign

  • Brand Development & Product Screening

  • Multi-national Usage & Attitude Survey

  • Sentencers' Satisfaction Survey

  • Public Consultation - Waste

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • Engaging adults back into education

  • Visitor Survey

  • Driving business growth

  • Developing marketing materials for new products

  • Affinities Partner

  • Brand Development

  • Brand Image Research

  • Communication: New and existing financial products

  • Strategic Brand Development

  • Revitalising Existing Brand

  • Understanding the use of Temporary Labour

  • Reader Satisfaction

  • Service Delivery Mystery Shopping

  • Financial Brand Satisfaction Tracking

Contact Phoenix MRC


01242 256816



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

Find us