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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

  • Product Development using Ethnography

  • Brand Image Research

  • Engaging adults back into education

  • Developing marketing materials for new products

  • Benchmarking Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Housing Scheme Test

  • Development of the Direct Offering

  • Global Advertising Campaign

  • Website Development

  • Comms testing alongside NPD

  • Staff Surveys

  • Prototype Evaluation

  • Service Delivery Mystery Shopping

  • Brand Development

  • Understanding the Sales Journey Experience from both sides

  • Understanding Local Business Needs

  • Understanding the use of Temporary Labour

  • Satisfaction Survey (Housing)

  • Broker Relationship Survey

  • Trade-off Pricing Research

  • Compliance Mystery Shopping

  • Understanding Attrition

  • Financial Brand Satisfaction Tracking

  • Revitalising Existing Brand

  • Plasterboard Packaging Research

  • Tourism Focus Groups

  • Cathedral Visitor Survey

  • Sports Facility Survey

  • Marketing consultancy for direct insurance

  • Driving business growth

  • Mixed Media Advertising Analysis

  • Reader Satisfaction

  • Public Consultation - Council Tax

  • New Expert Information Product

  • Adult Home Care Tracking Product Development

  • Audience Development Plan

  • Brand Development & Product Screening

  • Affinities Partner

  • Understanding Customer Pricing

  • Help Desk Mystery Shopping

  • Communication: New and existing financial products

  • Visitor Survey

  • Public Consultation - Waste

  • Sentencers' Satisfaction Survey

  • Strategic Brand Development

  • Luxury In-store Display

  • International Competitor Mystery Shopping

  • International Satisfaction & Development

  • Loyalty Scheme

  • Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us