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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

  • Revitalising Existing Brand

  • Public Consultation - Waste

  • Communication: New and existing financial products

  • Plasterboard Packaging Research

  • Driving business growth

  • Brand Image Research

  • Trade-off Pricing Research

  • Product Development using Ethnography

  • Adult Home Care Tracking Product Development

  • Service Delivery Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Financial Brand Satisfaction Tracking

  • Understanding the Sales Journey Experience from both sides

  • Housing Scheme Test

  • Staff Surveys

  • International Competitor Mystery Shopping

  • Understanding Attrition

  • Broker Relationship Survey

  • Engaging adults back into education

  • Global Advertising Campaign

  • Cathedral Visitor Survey

  • Tourism Focus Groups

  • Developing marketing materials for new products

  • Brand Development & Product Screening

  • Public Consultation - Council Tax

  • Help Desk Mystery Shopping

  • Brand Development

  • Understanding the use of Temporary Labour

  • Marketing consultancy for direct insurance

  • Reader Satisfaction

  • Website Development

  • New Expert Information Product

  • Luxury In-store Display

  • Sports Facility Survey

  • Compliance Mystery Shopping

  • Visitor Survey

  • Multi-national Usage & Attitude Survey

  • Competitor Mystery Shopping

  • Development of the Direct Offering

  • Satisfaction Survey (Housing)

  • Understanding Customer Pricing

  • Strategic Brand Development

  • Affinities Partner

  • Loyalty Scheme

  • Benchmarking Mystery Shopping

  • Understanding Local Business Needs

  • Audience Development Plan

  • Mixed Media Advertising Analysis

  • International Satisfaction & Development

  • Comms testing alongside NPD

Contact Phoenix MRC


01242 256816



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

Find us