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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

  • Understanding the Sales Journey Experience from both sides

  • Competitor Mystery Shopping

  • Staff Surveys

  • Revitalising Existing Brand

  • Visitor Survey

  • Sentencers' Satisfaction Survey

  • Service Delivery Mystery Shopping

  • Prototype Evaluation

  • Communication: New and existing financial products

  • Tourism Focus Groups

  • Product Development using Ethnography

  • Engaging adults back into education

  • Sports Facility Survey

  • Affinities Partner

  • Website Development

  • Multi-national Usage & Attitude Survey

  • Understanding Local Business Needs

  • International Competitor Mystery Shopping

  • Understanding the use of Temporary Labour

  • Driving business growth

  • Cathedral Visitor Survey

  • International Satisfaction & Development

  • Housing Scheme Test

  • Plasterboard Packaging Research

  • Development of the Direct Offering

  • Strategic Brand Development

  • Financial Brand Satisfaction Tracking

  • Public Consultation - Waste

  • Developing marketing materials for new products

  • Compliance Mystery Shopping

  • Brand Image Research

  • Understanding Customer Pricing

  • Satisfaction Survey (Housing)

  • Brand Development

  • Luxury In-store Display

  • Trade-off Pricing Research

  • Loyalty Scheme

  • Understanding Attrition

  • Mixed Media Advertising Analysis

  • Marketing consultancy for direct insurance

  • Public Consultation - Council Tax

  • Brand Development & Product Screening

  • Reader Satisfaction

  • Comms testing alongside NPD

  • Help Desk Mystery Shopping

  • New Expert Information Product

  • Benchmarking Mystery Shopping

  • Broker Relationship Survey

  • Audience Development Plan

  • Adult Home Care Tracking Product Development

  • Global Advertising Campaign

Contact Phoenix MRC


01242 256816



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

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