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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

  • Communication: New and existing financial products

  • International Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Housing Scheme Test

  • Understanding Local Business Needs

  • Help Desk Mystery Shopping

  • Cathedral Visitor Survey

  • Loyalty Scheme

  • Sports Facility Survey

  • Understanding the use of Temporary Labour

  • Prototype Evaluation

  • New Expert Information Product

  • Brand Development & Product Screening

  • Mixed Media Advertising Analysis

  • Revitalising Existing Brand

  • Public Consultation - Council Tax

  • Trade-off Pricing Research

  • Strategic Brand Development

  • Global Advertising Campaign

  • Sentencers' Satisfaction Survey

  • Multi-national Usage & Attitude Survey

  • Staff Surveys

  • Audience Development Plan

  • Brand Image Research

  • Visitor Survey

  • Broker Relationship Survey

  • Driving business growth

  • Brand Development

  • Tourism Focus Groups

  • Reader Satisfaction

  • Developing marketing materials for new products

  • Affinities Partner

  • Compliance Mystery Shopping

  • Website Development

  • Benchmarking Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Plasterboard Packaging Research

  • Service Delivery Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Product Development using Ethnography

  • Understanding Customer Pricing

  • Marketing consultancy for direct insurance

  • Public Consultation - Waste

  • Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Development of the Direct Offering

  • International Satisfaction & Development

  • Understanding Attrition

  • Luxury In-store Display

  • Comms testing alongside NPD

  • Engaging adults back into education

Contact Phoenix MRC


01242 256816



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

Find us