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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

  • International Satisfaction & Development

  • Affinities Partner

  • Benchmarking Mystery Shopping

  • Understanding Attrition

  • Audience Development Plan

  • International Competitor Mystery Shopping

  • Development of the Direct Offering

  • Product Development using Ethnography

  • Plasterboard Packaging Research

  • Public Consultation - Council Tax

  • Marketing consultancy for direct insurance

  • Brand Image Research

  • Sports Facility Survey

  • Adult Home Care Tracking Product Development

  • New Expert Information Product

  • Luxury In-store Display

  • Competitor Mystery Shopping

  • Service Delivery Mystery Shopping

  • Strategic Brand Development

  • Understanding the use of Temporary Labour

  • Reader Satisfaction

  • Communication: New and existing financial products

  • Comms testing alongside NPD

  • Global Advertising Campaign

  • Understanding Local Business Needs

  • Trade-off Pricing Research

  • Multi-national Usage & Attitude Survey

  • Understanding the Sales Journey Experience from both sides

  • Housing Scheme Test

  • Mixed Media Advertising Analysis

  • Developing marketing materials for new products

  • Loyalty Scheme

  • Help Desk Mystery Shopping

  • Staff Surveys

  • Financial Brand Satisfaction Tracking

  • Public Consultation - Waste

  • Brand Development & Product Screening

  • Engaging adults back into education

  • Compliance Mystery Shopping

  • Visitor Survey

  • Understanding Customer Pricing

  • Sentencers' Satisfaction Survey

  • Brand Development

  • Revitalising Existing Brand

  • Broker Relationship Survey

  • Cathedral Visitor Survey

  • Driving business growth

  • Prototype Evaluation

  • Tourism Focus Groups

  • Satisfaction Survey (Housing)

  • Website Development

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us