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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

  • Understanding the use of Temporary Labour

  • Product Development using Ethnography

  • Trade-off Pricing Research

  • Broker Relationship Survey

  • Adult Home Care Tracking Product Development

  • Public Consultation - Council Tax

  • Understanding Local Business Needs

  • Global Advertising Campaign

  • Help Desk Mystery Shopping

  • International Satisfaction & Development

  • Comms testing alongside NPD

  • Communication: New and existing financial products

  • Financial Brand Satisfaction Tracking

  • Luxury In-store Display

  • Multi-national Usage & Attitude Survey

  • Compliance Mystery Shopping

  • Mixed Media Advertising Analysis

  • International Competitor Mystery Shopping

  • Understanding Attrition

  • Prototype Evaluation

  • Competitor Mystery Shopping

  • Brand Development

  • Cathedral Visitor Survey

  • Benchmarking Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Driving business growth

  • Loyalty Scheme

  • Engaging adults back into education

  • Plasterboard Packaging Research

  • Website Development

  • Public Consultation - Waste

  • Strategic Brand Development

  • Sports Facility Survey

  • Audience Development Plan

  • Understanding the Sales Journey Experience from both sides

  • Revitalising Existing Brand

  • Development of the Direct Offering

  • Tourism Focus Groups

  • Marketing consultancy for direct insurance

  • Housing Scheme Test

  • Satisfaction Survey (Housing)

  • Brand Image Research

  • Affinities Partner

  • Service Delivery Mystery Shopping

  • Reader Satisfaction

  • Staff Surveys

  • Understanding Customer Pricing

  • Visitor Survey

  • Developing marketing materials for new products

  • New Expert Information Product

  • Brand Development & Product Screening

Contact Phoenix MRC


01242 256816



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

Find us