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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

  • Sentencers' Satisfaction Survey

  • Understanding Customer Pricing

  • Sports Facility Survey

  • Financial Brand Satisfaction Tracking

  • Housing Scheme Test

  • Luxury In-store Display

  • Engaging adults back into education

  • Brand Development & Product Screening

  • Developing marketing materials for new products

  • Marketing consultancy for direct insurance

  • Benchmarking Mystery Shopping

  • Communication: New and existing financial products

  • Brand Development

  • Understanding Attrition

  • Understanding the Sales Journey Experience from both sides

  • International Competitor Mystery Shopping

  • Staff Surveys

  • Comms testing alongside NPD

  • Revitalising Existing Brand

  • Satisfaction Survey (Housing)

  • Driving business growth

  • New Expert Information Product

  • Prototype Evaluation

  • International Satisfaction & Development

  • Tourism Focus Groups

  • Competitor Mystery Shopping

  • Affinities Partner

  • Mixed Media Advertising Analysis

  • Brand Image Research

  • Public Consultation - Waste

  • Compliance Mystery Shopping

  • Service Delivery Mystery Shopping

  • Cathedral Visitor Survey

  • Reader Satisfaction

  • Broker Relationship Survey

  • Website Development

  • Public Consultation - Council Tax

  • Strategic Brand Development

  • Loyalty Scheme

  • Understanding Local Business Needs

  • Product Development using Ethnography

  • Plasterboard Packaging Research

  • Visitor Survey

  • Global Advertising Campaign

  • Trade-off Pricing Research

  • Help Desk Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Understanding the use of Temporary Labour

  • Audience Development Plan

  • Development of the Direct Offering

  • Multi-national Usage & Attitude Survey

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us