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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

  • Sports Facility Survey

  • Multi-national Usage & Attitude Survey

  • New Expert Information Product

  • Communication: New and existing financial products

  • Marketing consultancy for direct insurance

  • Understanding Customer Pricing

  • Product Development using Ethnography

  • Visitor Survey

  • Audience Development Plan

  • Comms testing alongside NPD

  • Prototype Evaluation

  • Brand Image Research

  • Understanding Attrition

  • Trade-off Pricing Research

  • Understanding Local Business Needs

  • Help Desk Mystery Shopping

  • Satisfaction Survey (Housing)

  • Mixed Media Advertising Analysis

  • Public Consultation - Waste

  • Reader Satisfaction

  • Driving business growth

  • Financial Brand Satisfaction Tracking

  • Understanding the Sales Journey Experience from both sides

  • Service Delivery Mystery Shopping

  • Understanding the use of Temporary Labour

  • Global Advertising Campaign

  • Developing marketing materials for new products

  • Luxury In-store Display

  • Plasterboard Packaging Research

  • Compliance Mystery Shopping

  • International Competitor Mystery Shopping

  • Public Consultation - Council Tax

  • Broker Relationship Survey

  • Staff Surveys

  • Revitalising Existing Brand

  • Competitor Mystery Shopping

  • Affinities Partner

  • Cathedral Visitor Survey

  • Brand Development & Product Screening

  • Sentencers' Satisfaction Survey

  • Brand Development

  • Loyalty Scheme

  • Strategic Brand Development

  • Website Development

  • Development of the Direct Offering

  • Tourism Focus Groups

  • Engaging adults back into education

  • International Satisfaction & Development

  • Benchmarking Mystery Shopping

  • Housing Scheme Test

  • Adult Home Care Tracking Product Development

Contact Phoenix MRC


01242 256816



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

Find us