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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

  • Product Development using Ethnography

  • New Expert Information Product

  • Public Consultation - Waste

  • Understanding the use of Temporary Labour

  • Driving business growth

  • Understanding the Sales Journey Experience from both sides

  • Communication: New and existing financial products

  • Global Advertising Campaign

  • Engaging adults back into education

  • Prototype Evaluation

  • Plasterboard Packaging Research

  • Tourism Focus Groups

  • Luxury In-store Display

  • Revitalising Existing Brand

  • International Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Adult Home Care Tracking Product Development

  • Developing marketing materials for new products

  • Competitor Mystery Shopping

  • Comms testing alongside NPD

  • Trade-off Pricing Research

  • Marketing consultancy for direct insurance

  • Development of the Direct Offering

  • Benchmarking Mystery Shopping

  • Loyalty Scheme

  • Cathedral Visitor Survey

  • Website Development

  • Visitor Survey

  • Sentencers' Satisfaction Survey

  • Brand Development & Product Screening

  • Strategic Brand Development

  • International Satisfaction & Development

  • Help Desk Mystery Shopping

  • Brand Development

  • Multi-national Usage & Attitude Survey

  • Understanding Local Business Needs

  • Understanding Customer Pricing

  • Brand Image Research

  • Affinities Partner

  • Housing Scheme Test

  • Service Delivery Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Audience Development Plan

  • Staff Surveys

  • Public Consultation - Council Tax

  • Broker Relationship Survey

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • Understanding Attrition

  • Sports Facility Survey

  • Reader Satisfaction

Contact Phoenix MRC


01242 256816



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

Find us