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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

  • New Expert Information Product

  • Satisfaction Survey (Housing)

  • Cathedral Visitor Survey

  • Visitor Survey

  • Product Development using Ethnography

  • Comms testing alongside NPD

  • Sports Facility Survey

  • Global Advertising Campaign

  • Understanding the use of Temporary Labour

  • Service Delivery Mystery Shopping

  • International Satisfaction & Development

  • Affinities Partner

  • Trade-off Pricing Research

  • Staff Surveys

  • Revitalising Existing Brand

  • Help Desk Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Understanding Local Business Needs

  • Understanding Customer Pricing

  • International Competitor Mystery Shopping

  • Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Driving business growth

  • Loyalty Scheme

  • Marketing consultancy for direct insurance

  • Broker Relationship Survey

  • Tourism Focus Groups

  • Luxury In-store Display

  • Public Consultation - Waste

  • Prototype Evaluation

  • Housing Scheme Test

  • Understanding Attrition

  • Strategic Brand Development

  • Sentencers' Satisfaction Survey

  • Compliance Mystery Shopping

  • Communication: New and existing financial products

  • Engaging adults back into education

  • Brand Development

  • Public Consultation - Council Tax

  • Reader Satisfaction

  • Development of the Direct Offering

  • Understanding the Sales Journey Experience from both sides

  • Mixed Media Advertising Analysis

  • Plasterboard Packaging Research

  • Developing marketing materials for new products

  • Website Development

  • Audience Development Plan

  • Benchmarking Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Financial Brand Satisfaction Tracking

  • Brand Image Research

Contact Phoenix MRC


01242 256816



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

Find us