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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

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Comms testing alongside NPD

  • Understanding Local Business Needs

  • Tourism Focus Groups

  • Developing marketing materials for new products

  • Prototype Evaluation

  • Brand Image Research

  • Compliance Mystery Shopping

  • Mixed Media Advertising Analysis

  • Revitalising Existing Brand

  • Luxury In-store Display

  • Driving business growth

  • Marketing consultancy for direct insurance

  • Audience Development Plan

  • Staff Surveys

  • Understanding Attrition

  • Competitor Mystery Shopping

  • Global Advertising Campaign

  • Cathedral Visitor Survey

  • Website Development

  • Understanding the Sales Journey Experience from both sides

  • New Expert Information Product

  • International Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Service Delivery Mystery Shopping

  • Understanding the use of Temporary Labour

  • Public Consultation - Council Tax

  • Satisfaction Survey (Housing)

  • Communication: New and existing financial products

  • Housing Scheme Test

  • Visitor Survey

  • Plasterboard Packaging Research

  • Sports Facility Survey

  • Broker Relationship Survey

  • Development of the Direct Offering

  • Trade-off Pricing Research

  • Benchmarking Mystery Shopping

  • Product Development using Ethnography

  • Reader Satisfaction

  • Affinities Partner

  • Strategic Brand Development

  • Brand Development & Product Screening

  • Financial Brand Satisfaction Tracking

  • Sentencers' Satisfaction Survey

  • Public Consultation - Waste

  • Engaging adults back into education

  • Loyalty Scheme

  • Brand Development

  • Understanding Customer Pricing

  • International Satisfaction & Development

Contact Phoenix MRC


01242 256816



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

Find us