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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

  • Staff Surveys

  • Sentencers' Satisfaction Survey

  • Sports Facility Survey

  • Development of the Direct Offering

  • Prototype Evaluation

  • Broker Relationship Survey

  • Housing Scheme Test

  • Engaging adults back into education

  • Financial Brand Satisfaction Tracking

  • Brand Development & Product Screening

  • Marketing consultancy for direct insurance

  • Service Delivery Mystery Shopping

  • International Satisfaction & Development

  • Help Desk Mystery Shopping

  • Satisfaction Survey (Housing)

  • Luxury In-store Display

  • Communication: New and existing financial products

  • Tourism Focus Groups

  • Audience Development Plan

  • Reader Satisfaction

  • Plasterboard Packaging Research

  • Compliance Mystery Shopping

  • Revitalising Existing Brand

  • Understanding the Sales Journey Experience from both sides

  • New Expert Information Product

  • Understanding Attrition

  • Driving business growth

  • Developing marketing materials for new products

  • Brand Development

  • Loyalty Scheme

  • Understanding Local Business Needs

  • Product Development using Ethnography

  • International Competitor Mystery Shopping

  • Affinities Partner

  • Trade-off Pricing Research

  • Public Consultation - Waste

  • Visitor Survey

  • Global Advertising Campaign

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Comms testing alongside NPD

  • Understanding the use of Temporary Labour

  • Multi-national Usage & Attitude Survey

  • Understanding Customer Pricing

  • Public Consultation - Council Tax

  • Mixed Media Advertising Analysis

  • Website Development

  • Benchmarking Mystery Shopping

  • Cathedral Visitor Survey

  • Competitor Mystery Shopping

  • Strategic Brand Development

Contact Phoenix MRC


01242 256816



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

Find us