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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

  • Audience Development Plan

  • Understanding the Sales Journey Experience from both sides

  • Help Desk Mystery Shopping

  • Engaging adults back into education

  • International Competitor Mystery Shopping

  • Public Consultation - Council Tax

  • Adult Home Care Tracking Product Development

  • Affinities Partner

  • New Expert Information Product

  • Website Development

  • Product Development using Ethnography

  • Communication: New and existing financial products

  • Sports Facility Survey

  • Financial Brand Satisfaction Tracking

  • Understanding Customer Pricing

  • Developing marketing materials for new products

  • Sentencers' Satisfaction Survey

  • Strategic Brand Development

  • Loyalty Scheme

  • Prototype Evaluation

  • Compliance Mystery Shopping

  • Cathedral Visitor Survey

  • Understanding Local Business Needs

  • Comms testing alongside NPD

  • Visitor Survey

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • Reader Satisfaction

  • Brand Image Research

  • Tourism Focus Groups

  • Staff Surveys

  • Marketing consultancy for direct insurance

  • Revitalising Existing Brand

  • Service Delivery Mystery Shopping

  • Luxury In-store Display

  • Broker Relationship Survey

  • Brand Development & Product Screening

  • International Satisfaction & Development

  • Global Advertising Campaign

  • Development of the Direct Offering

  • Brand Development

  • Understanding Attrition

  • Benchmarking Mystery Shopping

  • Competitor Mystery Shopping

  • Public Consultation - Waste

  • Multi-national Usage & Attitude Survey

  • Housing Scheme Test

  • Understanding the use of Temporary Labour

  • Mixed Media Advertising Analysis

  • Trade-off Pricing Research

  • Driving business growth

Contact Phoenix MRC


01242 256816



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

Find us