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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

  • Developing marketing materials for new products

  • Revitalising Existing Brand

  • Housing Scheme Test

  • Understanding the use of Temporary Labour

  • Marketing consultancy for direct insurance

  • Mixed Media Advertising Analysis

  • Brand Image Research

  • Understanding Local Business Needs

  • Plasterboard Packaging Research

  • Compliance Mystery Shopping

  • Service Delivery Mystery Shopping

  • International Satisfaction & Development

  • Loyalty Scheme

  • Comms testing alongside NPD

  • Audience Development Plan

  • Brand Development

  • Strategic Brand Development

  • Communication: New and existing financial products

  • Prototype Evaluation

  • Multi-national Usage & Attitude Survey

  • Financial Brand Satisfaction Tracking

  • Brand Development & Product Screening

  • Understanding Customer Pricing

  • Sentencers' Satisfaction Survey

  • Development of the Direct Offering

  • Tourism Focus Groups

  • Cathedral Visitor Survey

  • Public Consultation - Council Tax

  • Broker Relationship Survey

  • Reader Satisfaction

  • Website Development

  • Public Consultation - Waste

  • Product Development using Ethnography

  • Help Desk Mystery Shopping

  • Adult Home Care Tracking Product Development

  • New Expert Information Product

  • Understanding Attrition

  • Sports Facility Survey

  • Competitor Mystery Shopping

  • Staff Surveys

  • Luxury In-store Display

  • Affinities Partner

  • Visitor Survey

  • International Competitor Mystery Shopping

  • Driving business growth

  • Trade-off Pricing Research

  • Global Advertising Campaign

  • Engaging adults back into education

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Benchmarking Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us