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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 Attrition

  • Public Consultation - Council Tax

  • Help Desk Mystery Shopping

  • Prototype Evaluation

  • Benchmarking Mystery Shopping

  • Mixed Media Advertising Analysis

  • Plasterboard Packaging Research

  • Public Consultation - Waste

  • Service Delivery Mystery Shopping

  • Compliance Mystery Shopping

  • Housing Scheme Test

  • Understanding the Sales Journey Experience from both sides

  • Product Development using Ethnography

  • Affinities Partner

  • Tourism Focus Groups

  • Website Development

  • Engaging adults back into education

  • Development of the Direct Offering

  • Broker Relationship Survey

  • Reader Satisfaction

  • Visitor Survey

  • Trade-off Pricing Research

  • Developing marketing materials for new products

  • Financial Brand Satisfaction Tracking

  • Communication: New and existing financial products

  • Adult Home Care Tracking Product Development

  • Revitalising Existing Brand

  • Staff Surveys

  • Cathedral Visitor Survey

  • Global Advertising Campaign

  • Understanding Local Business Needs

  • Loyalty Scheme

  • Sentencers' Satisfaction Survey

  • Audience Development Plan

  • Driving business growth

  • Sports Facility Survey

  • Luxury In-store Display

  • Brand Image Research

  • International Competitor Mystery Shopping

  • Understanding the use of Temporary Labour

  • Comms testing alongside NPD

  • Marketing consultancy for direct insurance

  • Competitor Mystery Shopping

  • Brand Development

  • Strategic Brand Development

  • Understanding Customer Pricing

  • Multi-national Usage & Attitude Survey

  • International Satisfaction & Development

  • Brand Development & Product Screening

  • New Expert Information Product

  • Satisfaction Survey (Housing)

Contact Phoenix MRC


01242 256816



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

Find us