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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

  • Driving business growth

  • Sports Facility Survey

  • Competitor Mystery Shopping

  • Understanding Attrition

  • Benchmarking Mystery Shopping

  • Revitalising Existing Brand

  • Global Advertising Campaign

  • Understanding the Sales Journey Experience from both sides

  • Tourism Focus Groups

  • International Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Multi-national Usage & Attitude Survey

  • Plasterboard Packaging Research

  • Reader Satisfaction

  • Loyalty Scheme

  • Affinities Partner

  • Developing marketing materials for new products

  • Public Consultation - Council Tax

  • Cathedral Visitor Survey

  • Understanding Local Business Needs

  • Sentencers' Satisfaction Survey

  • Trade-off Pricing Research

  • Understanding the use of Temporary Labour

  • Prototype Evaluation

  • Financial Brand Satisfaction Tracking

  • Service Delivery Mystery Shopping

  • Visitor Survey

  • Communication: New and existing financial products

  • New Expert Information Product

  • Product Development using Ethnography

  • Public Consultation - Waste

  • Engaging adults back into education

  • Compliance Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Staff Surveys

  • International Satisfaction & Development

  • Website Development

  • Satisfaction Survey (Housing)

  • Comms testing alongside NPD

  • Luxury In-store Display

  • Brand Development

  • Strategic Brand Development

  • Development of the Direct Offering

  • Housing Scheme Test

  • Marketing consultancy for direct insurance

  • Mixed Media Advertising Analysis

  • Help Desk Mystery Shopping

  • Broker Relationship Survey

  • Understanding Customer Pricing

  • Audience Development Plan

  • Brand Image Research

Contact Phoenix MRC


01242 256816



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

Find us