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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

  • Revitalising Existing Brand

  • Reader Satisfaction

  • Understanding Local Business Needs

  • Cathedral Visitor Survey

  • Housing Scheme Test

  • Product Development using Ethnography

  • Plasterboard Packaging Research

  • Tourism Focus Groups

  • Help Desk Mystery Shopping

  • Developing marketing materials for new products

  • Understanding the Sales Journey Experience from both sides

  • Sports Facility Survey

  • Luxury In-store Display

  • Understanding the use of Temporary Labour

  • Benchmarking Mystery Shopping

  • Audience Development Plan

  • Comms testing alongside NPD

  • Brand Image Research

  • International Satisfaction & Development

  • Satisfaction Survey (Housing)

  • Understanding Customer Pricing

  • Loyalty Scheme

  • Public Consultation - Waste

  • Development of the Direct Offering

  • Staff Surveys

  • Driving business growth

  • Global Advertising Campaign

  • Mixed Media Advertising Analysis

  • Visitor Survey

  • Compliance Mystery Shopping

  • Service Delivery Mystery Shopping

  • New Expert Information Product

  • Affinities Partner

  • Financial Brand Satisfaction Tracking

  • Strategic Brand Development

  • Competitor Mystery Shopping

  • Prototype Evaluation

  • Sentencers' Satisfaction Survey

  • Engaging adults back into education

  • Brand Development & Product Screening

  • Understanding Attrition

  • Trade-off Pricing Research

  • Public Consultation - Council Tax

  • Website Development

  • Multi-national Usage & Attitude Survey

  • Adult Home Care Tracking Product Development

  • Brand Development

  • Communication: New and existing financial products

  • Broker Relationship Survey

  • Marketing consultancy for direct insurance

  • International Competitor Mystery Shopping

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us