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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

  • Loyalty Scheme

  • Sentencers' Satisfaction Survey

  • Mixed Media Advertising Analysis

  • Reader Satisfaction

  • Multi-national Usage & Attitude Survey

  • Communication: New and existing financial products

  • Prototype Evaluation

  • Developing marketing materials for new products

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Brand Development & Product Screening

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

  • Staff Surveys

  • Public Consultation - Waste

  • Development of the Direct Offering

  • Comms testing alongside NPD

  • Strategic Brand Development

  • Benchmarking Mystery Shopping

  • International Competitor Mystery Shopping

  • International Satisfaction & Development

  • Visitor Survey

  • Sports Facility Survey

  • Website Development

  • Adult Home Care Tracking Product Development

  • Public Consultation - Council Tax

  • Understanding Customer Pricing

  • Service Delivery Mystery Shopping

  • Marketing consultancy for direct insurance

  • Compliance Mystery Shopping

  • Audience Development Plan

  • Help Desk Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Brand Development

  • Trade-off Pricing Research

  • Revitalising Existing Brand

  • Brand Image Research

  • Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Broker Relationship Survey

  • Luxury In-store Display

  • Tourism Focus Groups

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • Engaging adults back into education

  • Housing Scheme Test

  • Driving business growth

  • Understanding Attrition

  • Product Development using Ethnography

  • Understanding the Sales Journey Experience from both sides

  • New Expert Information Product

Contact Phoenix MRC


01242 256816



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

Find us