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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

  • Compliance Mystery Shopping

  • Service Delivery Mystery Shopping

  • Competitor Mystery Shopping

  • International Satisfaction & Development

  • Global Advertising Campaign

  • Loyalty Scheme

  • Audience Development Plan

  • Strategic Brand Development

  • Public Consultation - Waste

  • Brand Development

  • Visitor Survey

  • Cathedral Visitor Survey

  • Engaging adults back into education

  • Product Development using Ethnography

  • Trade-off Pricing Research

  • Understanding Attrition

  • Multi-national Usage & Attitude Survey

  • Understanding the Sales Journey Experience from both sides

  • Brand Image Research

  • International Competitor Mystery Shopping

  • Comms testing alongside NPD

  • Satisfaction Survey (Housing)

  • Public Consultation - Council Tax

  • Benchmarking Mystery Shopping

  • Broker Relationship Survey

  • Plasterboard Packaging Research

  • Development of the Direct Offering

  • Mixed Media Advertising Analysis

  • Sports Facility Survey

  • New Expert Information Product

  • Housing Scheme Test

  • Revitalising Existing Brand

  • Tourism Focus Groups

  • Understanding the use of Temporary Labour

  • Staff Surveys

  • Sentencers' Satisfaction Survey

  • Help Desk Mystery Shopping

  • Marketing consultancy for direct insurance

  • Luxury In-store Display

  • Website Development

  • Understanding Local Business Needs

  • Driving business growth

  • Prototype Evaluation

  • Understanding Customer Pricing

  • Reader Satisfaction

  • Developing marketing materials for new products

  • Brand Development & Product Screening

  • Adult Home Care Tracking Product Development

  • Affinities Partner

  • Financial Brand Satisfaction Tracking

  • Communication: New and existing financial products

Contact Phoenix MRC


01242 256816



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

Find us