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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

  • Loyalty Scheme

  • Understanding Attrition

  • Engaging adults back into education

  • Compliance Mystery Shopping

  • Mixed Media Advertising Analysis

  • Website Development

  • Public Consultation - Council Tax

  • Comms testing alongside NPD

  • Audience Development Plan

  • Financial Brand Satisfaction Tracking

  • Reader Satisfaction

  • Adult Home Care Tracking Product Development

  • Help Desk Mystery Shopping

  • Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Plasterboard Packaging Research

  • Driving business growth

  • Global Advertising Campaign

  • Luxury In-store Display

  • Multi-national Usage & Attitude Survey

  • New Expert Information Product

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Staff Surveys

  • Trade-off Pricing Research

  • Satisfaction Survey (Housing)

  • Tourism Focus Groups

  • Revitalising Existing Brand

  • International Satisfaction & Development

  • Affinities Partner

  • Strategic Brand Development

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Development of the Direct Offering

  • Brand Image Research

  • Cathedral Visitor Survey

  • Housing Scheme Test

  • Public Consultation - Waste

  • Brand Development

  • Broker Relationship Survey

  • Understanding Customer Pricing

  • Brand Development & Product Screening

  • International Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • Understanding the use of Temporary Labour

  • Visitor Survey

  • Sentencers' Satisfaction Survey

  • Understanding Local Business Needs

  • Understanding the Sales Journey Experience from both sides

  • Service Delivery Mystery Shopping

  • Prototype Evaluation

Contact Phoenix MRC


01242 256816



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

Find us