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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

  • Engaging adults back into education

  • Service Delivery Mystery Shopping

  • Visitor Survey

  • Tourism Focus Groups

  • Reader Satisfaction

  • Comms testing alongside NPD

  • Trade-off Pricing Research

  • Understanding the use of Temporary Labour

  • Understanding Attrition

  • Cathedral Visitor Survey

  • Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Broker Relationship Survey

  • Prototype Evaluation

  • Staff Surveys

  • International Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Brand Development

  • Adult Home Care Tracking Product Development

  • Website Development

  • Understanding Customer Pricing

  • Communication: New and existing financial products

  • Understanding Local Business Needs

  • Multi-national Usage & Attitude Survey

  • International Satisfaction & Development

  • Strategic Brand Development

  • Compliance Mystery Shopping

  • Driving business growth

  • Global Advertising Campaign

  • Luxury In-store Display

  • Loyalty Scheme

  • Brand Image Research

  • Product Development using Ethnography

  • Financial Brand Satisfaction Tracking

  • Audience Development Plan

  • Housing Scheme Test

  • Marketing consultancy for direct insurance

  • Development of the Direct Offering

  • Affinities Partner

  • Help Desk Mystery Shopping

  • Revitalising Existing Brand

  • Brand Development & Product Screening

  • New Expert Information Product

  • Public Consultation - Waste

  • Sentencers' Satisfaction Survey

  • Public Consultation - Council Tax

  • Benchmarking Mystery Shopping

  • Developing marketing materials for new products

  • Plasterboard Packaging Research

  • Sports Facility Survey

Contact Phoenix MRC


01242 256816



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

Find us