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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

  • Multi-national Usage & Attitude Survey

  • Staff Surveys

  • Audience Development Plan

  • Broker Relationship Survey

  • Marketing consultancy for direct insurance

  • Website Development

  • Loyalty Scheme

  • Strategic Brand Development

  • Brand Development

  • Product Development using Ethnography

  • Housing Scheme Test

  • Comms testing alongside NPD

  • Understanding Attrition

  • Developing marketing materials for new products

  • Brand Development & Product Screening

  • Prototype Evaluation

  • Luxury In-store Display

  • Benchmarking Mystery Shopping

  • International Satisfaction & Development

  • Driving business growth

  • Financial Brand Satisfaction Tracking

  • Public Consultation - Council Tax

  • Trade-off Pricing Research

  • Communication: New and existing financial products

  • International Competitor Mystery Shopping

  • Revitalising Existing Brand

  • Cathedral Visitor Survey

  • Reader Satisfaction

  • Sports Facility Survey

  • Understanding Local Business Needs

  • Public Consultation - Waste

  • Mixed Media Advertising Analysis

  • Sentencers' Satisfaction Survey

  • Development of the Direct Offering

  • Competitor Mystery Shopping

  • Tourism Focus Groups

  • Satisfaction Survey (Housing)

  • Service Delivery Mystery Shopping

  • Global Advertising Campaign

  • New Expert Information Product

  • Understanding the Sales Journey Experience from both sides

  • Brand Image Research

  • Plasterboard Packaging Research

  • Help Desk Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Understanding Customer Pricing

  • Affinities Partner

  • Compliance Mystery Shopping

  • Engaging adults back into education

  • Visitor Survey

  • Understanding the use of Temporary Labour

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

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