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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 Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Adult Home Care Tracking Product Development

  • Understanding Customer Pricing

  • Tourism Focus Groups

  • Global Advertising Campaign

  • Cathedral Visitor Survey

  • Reader Satisfaction

  • Understanding Attrition

  • Staff Surveys

  • Understanding the use of Temporary Labour

  • Brand Development

  • Understanding Local Business Needs

  • Understanding the Sales Journey Experience from both sides

  • Sentencers' Satisfaction Survey

  • Developing marketing materials for new products

  • Multi-national Usage & Attitude Survey

  • Trade-off Pricing Research

  • Satisfaction Survey (Housing)

  • Help Desk Mystery Shopping

  • Sports Facility Survey

  • Brand Image Research

  • Product Development using Ethnography

  • Audience Development Plan

  • Marketing consultancy for direct insurance

  • Luxury In-store Display

  • Broker Relationship Survey

  • Benchmarking Mystery Shopping

  • Comms testing alongside NPD

  • Public Consultation - Council Tax

  • Mixed Media Advertising Analysis

  • Strategic Brand Development

  • Competitor Mystery Shopping

  • Development of the Direct Offering

  • Driving business growth

  • Engaging adults back into education

  • Compliance Mystery Shopping

  • Visitor Survey

  • Revitalising Existing Brand

  • New Expert Information Product

  • Communication: New and existing financial products

  • Prototype Evaluation

  • Website Development

  • Housing Scheme Test

  • Plasterboard Packaging Research

  • Affinities Partner

  • International Satisfaction & Development

  • Service Delivery Mystery Shopping

  • Loyalty Scheme

  • Public Consultation - Waste

  • Financial Brand Satisfaction Tracking

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us