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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

  • Plasterboard Packaging Research

  • Luxury In-store Display

  • Revitalising Existing Brand

  • Housing Scheme Test

  • Audience Development Plan

  • Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Broker Relationship Survey

  • Reader Satisfaction

  • Compliance Mystery Shopping

  • Marketing consultancy for direct insurance

  • Communication: New and existing financial products

  • Understanding Attrition

  • Service Delivery Mystery Shopping

  • Cathedral Visitor Survey

  • Understanding Customer Pricing

  • Developing marketing materials for new products

  • Brand Image Research

  • Mixed Media Advertising Analysis

  • Strategic Brand Development

  • Global Advertising Campaign

  • Loyalty Scheme

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Website Development

  • Sports Facility Survey

  • International Satisfaction & Development

  • Understanding Local Business Needs

  • Development of the Direct Offering

  • Help Desk Mystery Shopping

  • Tourism Focus Groups

  • Comms testing alongside NPD

  • International Competitor Mystery Shopping

  • Driving business growth

  • Prototype Evaluation

  • Visitor Survey

  • Product Development using Ethnography

  • Multi-national Usage & Attitude Survey

  • Benchmarking Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Brand Development & Product Screening

  • Public Consultation - Waste

  • Trade-off Pricing Research

  • Sentencers' Satisfaction Survey

  • Understanding the use of Temporary Labour

  • Staff Surveys

  • Public Consultation - Council Tax

  • Brand Development

  • New Expert Information Product

  • Engaging adults back into education

Contact Phoenix MRC


01242 256816



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

Find us