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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

  • Sports Facility Survey

  • Understanding the Sales Journey Experience from both sides

  • Service Delivery Mystery Shopping

  • Comms testing alongside NPD

  • Brand Image Research

  • Visitor Survey

  • Understanding Local Business Needs

  • Adult Home Care Tracking Product Development

  • Development of the Direct Offering

  • Affinities Partner

  • Multi-national Usage & Attitude Survey

  • Broker Relationship Survey

  • Marketing consultancy for direct insurance

  • Product Development using Ethnography

  • Understanding the use of Temporary Labour

  • Brand Development & Product Screening

  • Compliance Mystery Shopping

  • Competitor Mystery Shopping

  • Staff Surveys

  • Developing marketing materials for new products

  • Brand Development

  • Mixed Media Advertising Analysis

  • Prototype Evaluation

  • Communication: New and existing financial products

  • Trade-off Pricing Research

  • Loyalty Scheme

  • Tourism Focus Groups

  • Global Advertising Campaign

  • Plasterboard Packaging Research

  • Website Development

  • Public Consultation - Council Tax

  • Satisfaction Survey (Housing)

  • Housing Scheme Test

  • Public Consultation - Waste

  • Financial Brand Satisfaction Tracking

  • Understanding Customer Pricing

  • Strategic Brand Development

  • Reader Satisfaction

  • International Competitor Mystery Shopping

  • International Satisfaction & Development

  • Benchmarking Mystery Shopping

  • Understanding Attrition

  • Help Desk Mystery Shopping

  • Engaging adults back into education

  • Luxury In-store Display

  • Audience Development Plan

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • Sentencers' Satisfaction Survey

  • Driving business growth

  • New Expert Information Product

Contact Phoenix MRC


01242 256816



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

Find us