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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

  • Loyalty Scheme

  • Adult Home Care Tracking Product Development

  • International Satisfaction & Development

  • Communication: New and existing financial products

  • Multi-national Usage & Attitude Survey

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Staff Surveys

  • Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Housing Scheme Test

  • Mixed Media Advertising Analysis

  • Understanding Customer Pricing

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Comms testing alongside NPD

  • Public Consultation - Waste

  • Marketing consultancy for direct insurance

  • Driving business growth

  • Public Consultation - Council Tax

  • Sentencers' Satisfaction Survey

  • Sports Facility Survey

  • Plasterboard Packaging Research

  • Trade-off Pricing Research

  • Prototype Evaluation

  • Strategic Brand Development

  • Development of the Direct Offering

  • Understanding the Sales Journey Experience from both sides

  • Visitor Survey

  • Tourism Focus Groups

  • Reader Satisfaction

  • Benchmarking Mystery Shopping

  • Brand Development & Product Screening

  • Global Advertising Campaign

  • Brand Development

  • Website Development

  • International Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Audience Development Plan

  • Understanding the use of Temporary Labour

  • Luxury In-store Display

  • Service Delivery Mystery Shopping

  • New Expert Information Product

  • Revitalising Existing Brand

  • Product Development using Ethnography

  • Understanding Attrition

  • Compliance Mystery Shopping

  • Brand Image Research

  • Engaging adults back into education

  • Broker Relationship Survey

  • Help Desk Mystery Shopping

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us