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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

  • Prototype Evaluation

  • Brand Development

  • Product Development using Ethnography

  • Comms testing alongside NPD

  • Cathedral Visitor Survey

  • New Expert Information Product

  • Understanding Attrition

  • Understanding the Sales Journey Experience from both sides

  • Tourism Focus Groups

  • Financial Brand Satisfaction Tracking

  • Adult Home Care Tracking Product Development

  • Broker Relationship Survey

  • Help Desk Mystery Shopping

  • Strategic Brand Development

  • Communication: New and existing financial products

  • Visitor Survey

  • Competitor Mystery Shopping

  • Plasterboard Packaging Research

  • Loyalty Scheme

  • Satisfaction Survey (Housing)

  • Revitalising Existing Brand

  • Global Advertising Campaign

  • Mixed Media Advertising Analysis

  • Engaging adults back into education

  • Marketing consultancy for direct insurance

  • Audience Development Plan

  • Reader Satisfaction

  • Sports Facility Survey

  • Staff Surveys

  • Brand Image Research

  • Luxury In-store Display

  • Trade-off Pricing Research

  • Service Delivery Mystery Shopping

  • Public Consultation - Waste

  • Development of the Direct Offering

  • Understanding the use of Temporary Labour

  • Website Development

  • Brand Development & Product Screening

  • Sentencers' Satisfaction Survey

  • Affinities Partner

  • Developing marketing materials for new products

  • Multi-national Usage & Attitude Survey

  • Compliance Mystery Shopping

  • Public Consultation - Council Tax

  • Understanding Customer Pricing

  • Understanding Local Business Needs

  • International Satisfaction & Development

  • Benchmarking Mystery Shopping

  • Driving business growth

  • Housing Scheme Test

  • International Competitor Mystery Shopping

Contact Phoenix MRC


01242 256816



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

Find us