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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

  • Marketing consultancy for direct insurance

  • Development of the Direct Offering

  • International Competitor Mystery Shopping

  • Understanding Customer Pricing

  • Competitor Mystery Shopping

  • Public Consultation - Council Tax

  • Understanding the use of Temporary Labour

  • Prototype Evaluation

  • Revitalising Existing Brand

  • Housing Scheme Test

  • Trade-off Pricing Research

  • International Satisfaction & Development

  • Understanding the Sales Journey Experience from both sides

  • Comms testing alongside NPD

  • Developing marketing materials for new products

  • Sports Facility Survey

  • Staff Surveys

  • Satisfaction Survey (Housing)

  • Brand Development

  • Financial Brand Satisfaction Tracking

  • Global Advertising Campaign

  • Luxury In-store Display

  • Product Development using Ethnography

  • Communication: New and existing financial products

  • Benchmarking Mystery Shopping

  • Plasterboard Packaging Research

  • Strategic Brand Development

  • Cathedral Visitor Survey

  • Driving business growth

  • Understanding Local Business Needs

  • Broker Relationship Survey

  • New Expert Information Product

  • Compliance Mystery Shopping

  • Mixed Media Advertising Analysis

  • Visitor Survey

  • Reader Satisfaction

  • Affinities Partner

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Multi-national Usage & Attitude Survey

  • Help Desk Mystery Shopping

  • Loyalty Scheme

  • Service Delivery Mystery Shopping

  • Engaging adults back into education

  • Website Development

  • Brand Development & Product Screening

  • Audience Development Plan

  • Sentencers' Satisfaction Survey

  • Tourism Focus Groups

  • Understanding Attrition

  • Public Consultation - Waste

Contact Phoenix MRC


01242 256816



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

Find us