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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

  • International Satisfaction & Development

  • Multi-national Usage & Attitude Survey

  • Plasterboard Packaging Research

  • International Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Staff Surveys

  • Compliance Mystery Shopping

  • Comms testing alongside NPD

  • Engaging adults back into education

  • Satisfaction Survey (Housing)

  • Broker Relationship Survey

  • New Expert Information Product

  • Understanding Customer Pricing

  • Prototype Evaluation

  • Trade-off Pricing Research

  • Revitalising Existing Brand

  • Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Housing Scheme Test

  • Sentencers' Satisfaction Survey

  • Financial Brand Satisfaction Tracking

  • Benchmarking Mystery Shopping

  • Tourism Focus Groups

  • Strategic Brand Development

  • Service Delivery Mystery Shopping

  • Development of the Direct Offering

  • Communication: New and existing financial products

  • Website Development

  • Luxury In-store Display

  • Mixed Media Advertising Analysis

  • Public Consultation - Waste

  • Reader Satisfaction

  • Marketing consultancy for direct insurance

  • Audience Development Plan

  • Developing marketing materials for new products

  • Affinities Partner

  • Adult Home Care Tracking Product Development

  • Brand Development

  • Global Advertising Campaign

  • Brand Image Research

  • Understanding Attrition

  • Product Development using Ethnography

  • Understanding Local Business Needs

  • Loyalty Scheme

  • Driving business growth

  • Understanding the use of Temporary Labour

  • Visitor Survey

  • Sports Facility Survey

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Council Tax

  • Cathedral Visitor Survey

Contact Phoenix MRC


01242 256816



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

Find us