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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

  • Financial Brand Satisfaction Tracking

  • Housing Scheme Test

  • Loyalty Scheme

  • Sentencers' Satisfaction Survey

  • Luxury In-store Display

  • Competitor Mystery Shopping

  • Tourism Focus Groups

  • Reader Satisfaction

  • Sports Facility Survey

  • Understanding the use of Temporary Labour

  • Adult Home Care Tracking Product Development

  • Satisfaction Survey (Housing)

  • Global Advertising Campaign

  • Strategic Brand Development

  • Understanding Customer Pricing

  • Public Consultation - Waste

  • Understanding Local Business Needs

  • Benchmarking Mystery Shopping

  • Compliance Mystery Shopping

  • Public Consultation - Council Tax

  • Product Development using Ethnography

  • Staff Surveys

  • International Competitor Mystery Shopping

  • Brand Image Research

  • International Satisfaction & Development

  • Multi-national Usage & Attitude Survey

  • Cathedral Visitor Survey

  • Audience Development Plan

  • Development of the Direct Offering

  • Affinities Partner

  • Communication: New and existing financial products

  • New Expert Information Product

  • Comms testing alongside NPD

  • Understanding the Sales Journey Experience from both sides

  • Visitor Survey

  • Help Desk Mystery Shopping

  • Revitalising Existing Brand

  • Mixed Media Advertising Analysis

  • Engaging adults back into education

  • Service Delivery Mystery Shopping

  • Brand Development & Product Screening

  • Understanding Attrition

  • Plasterboard Packaging Research

  • Brand Development

  • Driving business growth

  • Broker Relationship Survey

  • Marketing consultancy for direct insurance

  • Prototype Evaluation

  • Developing marketing materials for new products

  • Trade-off Pricing Research

  • Website Development

Contact Phoenix MRC


01242 256816



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

Find us