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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

  • Adult Home Care Tracking Product Development

  • Public Consultation - Waste

  • Strategic Brand Development

  • Understanding the use of Temporary Labour

  • Financial Brand Satisfaction Tracking

  • Understanding the Sales Journey Experience from both sides

  • Driving business growth

  • Engaging adults back into education

  • Public Consultation - Council Tax

  • Website Development

  • Plasterboard Packaging Research

  • Global Advertising Campaign

  • Understanding Local Business Needs

  • Prototype Evaluation

  • Brand Development

  • Audience Development Plan

  • Affinities Partner

  • Brand Image Research

  • Competitor Mystery Shopping

  • Luxury In-store Display

  • Broker Relationship Survey

  • Service Delivery Mystery Shopping

  • Marketing consultancy for direct insurance

  • Help Desk Mystery Shopping

  • Housing Scheme Test

  • Tourism Focus Groups

  • Sports Facility Survey

  • Comms testing alongside NPD

  • Product Development using Ethnography

  • Mixed Media Advertising Analysis

  • Understanding Attrition

  • Loyalty Scheme

  • Sentencers' Satisfaction Survey

  • Understanding Customer Pricing

  • Benchmarking Mystery Shopping

  • Communication: New and existing financial products

  • Developing marketing materials for new products

  • Development of the Direct Offering

  • International Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • International Satisfaction & Development

  • Trade-off Pricing Research

  • New Expert Information Product

  • Staff Surveys

  • Multi-national Usage & Attitude Survey

  • Cathedral Visitor Survey

  • Visitor Survey

  • Revitalising Existing Brand

  • Reader Satisfaction

  • Brand Development & Product Screening

  • Compliance Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us