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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

  • Housing Scheme Test

  • Understanding Attrition

  • New Expert Information Product

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Reader Satisfaction

  • Brand Development & Product Screening

  • Competitor Mystery Shopping

  • Service Delivery Mystery Shopping

  • Help Desk Mystery Shopping

  • Public Consultation - Council Tax

  • Broker Relationship Survey

  • Benchmarking Mystery Shopping

  • Tourism Focus Groups

  • Comms testing alongside NPD

  • Understanding Local Business Needs

  • Financial Brand Satisfaction Tracking

  • Driving business growth

  • Audience Development Plan

  • Understanding the use of Temporary Labour

  • International Competitor Mystery Shopping

  • Product Development using Ethnography

  • Compliance Mystery Shopping

  • Global Advertising Campaign

  • Brand Development

  • Visitor Survey

  • Plasterboard Packaging Research

  • Staff Surveys

  • Developing marketing materials for new products

  • Multi-national Usage & Attitude Survey

  • Engaging adults back into education

  • Development of the Direct Offering

  • Trade-off Pricing Research

  • Luxury In-store Display

  • Strategic Brand Development

  • Communication: New and existing financial products

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • Adult Home Care Tracking Product Development

  • Brand Image Research

  • Sentencers' Satisfaction Survey

  • Website Development

  • Public Consultation - Waste

  • Affinities Partner

  • Prototype Evaluation

  • Understanding Customer Pricing

  • Loyalty Scheme

  • Mixed Media Advertising Analysis

  • International Satisfaction & Development

Contact Phoenix MRC


01242 256816



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

Find us