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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

  • Housing Scheme Test

  • Cathedral Visitor Survey

  • Public Consultation - Council Tax

  • Product Development using Ethnography

  • New Expert Information Product

  • Understanding the Sales Journey Experience from both sides

  • Help Desk Mystery Shopping

  • Understanding Attrition

  • Brand Image Research

  • Global Advertising Campaign

  • Satisfaction Survey (Housing)

  • Understanding Local Business Needs

  • Development of the Direct Offering

  • Revitalising Existing Brand

  • Public Consultation - Waste

  • Adult Home Care Tracking Product Development

  • Service Delivery Mystery Shopping

  • Strategic Brand Development

  • Visitor Survey

  • Brand Development

  • Comms testing alongside NPD

  • Understanding the use of Temporary Labour

  • Trade-off Pricing Research

  • Sports Facility Survey

  • Financial Brand Satisfaction Tracking

  • Luxury In-store Display

  • Communication: New and existing financial products

  • Plasterboard Packaging Research

  • Staff Surveys

  • Engaging adults back into education

  • Multi-national Usage & Attitude Survey

  • Reader Satisfaction

  • Audience Development Plan

  • Prototype Evaluation

  • Competitor Mystery Shopping

  • Tourism Focus Groups

  • Compliance Mystery Shopping

  • Driving business growth

  • Affinities Partner

  • Developing marketing materials for new products

  • Loyalty Scheme

  • Benchmarking Mystery Shopping

  • International Competitor Mystery Shopping

  • Marketing consultancy for direct insurance

  • Understanding Customer Pricing

  • International Satisfaction & Development

  • Brand Development & Product Screening

  • Website Development

  • Broker Relationship Survey

  • Mixed Media Advertising Analysis

  • Sentencers' Satisfaction Survey

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us