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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

  • Financial Brand Satisfaction Tracking

  • Strategic Brand Development

  • Understanding the use of Temporary Labour

  • Revitalising Existing Brand

  • International Satisfaction & Development

  • Compliance Mystery Shopping

  • Public Consultation - Council Tax

  • Engaging adults back into education

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Waste

  • Mixed Media Advertising Analysis

  • Website Development

  • Brand Image Research

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

  • Staff Surveys

  • Help Desk Mystery Shopping

  • Developing marketing materials for new products

  • Communication: New and existing financial products

  • Prototype Evaluation

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Benchmarking Mystery Shopping

  • Brand Development & Product Screening

  • Brand Development

  • Reader Satisfaction

  • New Expert Information Product

  • Luxury In-store Display

  • Product Development using Ethnography

  • Multi-national Usage & Attitude Survey

  • Driving business growth

  • Marketing consultancy for direct insurance

  • Housing Scheme Test

  • Comms testing alongside NPD

  • Audience Development Plan

  • Service Delivery Mystery Shopping

  • Trade-off Pricing Research

  • Development of the Direct Offering

  • Understanding Customer Pricing

  • Tourism Focus Groups

  • Sports Facility Survey

  • Understanding Attrition

  • Understanding Local Business Needs

  • Adult Home Care Tracking Product Development

  • Cathedral Visitor Survey

  • Loyalty Scheme

  • Competitor Mystery Shopping

  • Broker Relationship Survey

  • International Competitor Mystery Shopping

  • Global Advertising Campaign

  • Visitor Survey

Contact Phoenix MRC


01242 256816



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

Find us