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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

  • Prototype Evaluation

  • International Satisfaction & Development

  • Strategic Brand Development

  • Service Delivery Mystery Shopping

  • Comms testing alongside NPD

  • Revitalising Existing Brand

  • Mixed Media Advertising Analysis

  • New Expert Information Product

  • Adult Home Care Tracking Product Development

  • Driving business growth

  • Developing marketing materials for new products

  • Cathedral Visitor Survey

  • Tourism Focus Groups

  • Brand Development

  • Audience Development Plan

  • Public Consultation - Waste

  • Understanding Customer Pricing

  • Understanding the use of Temporary Labour

  • Financial Brand Satisfaction Tracking

  • Product Development using Ethnography

  • Reader Satisfaction

  • International Competitor Mystery Shopping

  • Understanding Attrition

  • Website Development

  • Understanding Local Business Needs

  • Sentencers' Satisfaction Survey

  • Staff Surveys

  • Understanding the Sales Journey Experience from both sides

  • Loyalty Scheme

  • Affinities Partner

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Council Tax

  • Development of the Direct Offering

  • Benchmarking Mystery Shopping

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • Housing Scheme Test

  • Visitor Survey

  • Broker Relationship Survey

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Help Desk Mystery Shopping

  • Competitor Mystery Shopping

  • Compliance Mystery Shopping

  • Brand Development & Product Screening

  • Luxury In-store Display

  • Communication: New and existing financial products

  • Satisfaction Survey (Housing)

  • Brand Image Research

  • Engaging adults back into education

  • Trade-off Pricing Research

Contact Phoenix MRC


01242 256816



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

Find us