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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

  • International Satisfaction & Development

  • Understanding Local Business Needs

  • Plasterboard Packaging Research

  • Communication: New and existing financial products

  • Developing marketing materials for new products

  • Revitalising Existing Brand

  • Marketing consultancy for direct insurance

  • Understanding the Sales Journey Experience from both sides

  • Comms testing alongside NPD

  • Website Development

  • Trade-off Pricing Research

  • Satisfaction Survey (Housing)

  • Brand Development & Product Screening

  • New Expert Information Product

  • Affinities Partner

  • Product Development using Ethnography

  • Compliance Mystery Shopping

  • Prototype Evaluation

  • Help Desk Mystery Shopping

  • Engaging adults back into education

  • Multi-national Usage & Attitude Survey

  • Development of the Direct Offering

  • Understanding Customer Pricing

  • Sentencers' Satisfaction Survey

  • Global Advertising Campaign

  • Sports Facility Survey

  • Brand Development

  • Financial Brand Satisfaction Tracking

  • Brand Image Research

  • Strategic Brand Development

  • Tourism Focus Groups

  • Cathedral Visitor Survey

  • Staff Surveys

  • Broker Relationship Survey

  • Public Consultation - Waste

  • Driving business growth

  • Understanding Attrition

  • Service Delivery Mystery Shopping

  • Competitor Mystery Shopping

  • Understanding the use of Temporary Labour

  • Visitor Survey

  • Housing Scheme Test

  • Mixed Media Advertising Analysis

  • Benchmarking Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Loyalty Scheme

  • International Competitor Mystery Shopping

  • Public Consultation - Council Tax

  • Luxury In-store Display

  • Audience Development Plan

  • Reader Satisfaction

Contact Phoenix MRC


01242 256816



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

Find us