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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

  • Understanding Attrition

  • Staff Surveys

  • Mixed Media Advertising Analysis

  • Audience Development Plan

  • Multi-national Usage & Attitude Survey

  • Satisfaction Survey (Housing)

  • Brand Image Research

  • Trade-off Pricing Research

  • New Expert Information Product

  • Engaging adults back into education

  • Brand Development

  • Luxury In-store Display

  • Understanding Local Business Needs

  • Financial Brand Satisfaction Tracking

  • Website Development

  • Housing Scheme Test

  • Affinities Partner

  • Driving business growth

  • Plasterboard Packaging Research

  • Visitor Survey

  • Public Consultation - Waste

  • Development of the Direct Offering

  • Loyalty Scheme

  • Prototype Evaluation

  • Tourism Focus Groups

  • Global Advertising Campaign

  • Product Development using Ethnography

  • Communication: New and existing financial products

  • Comms testing alongside NPD

  • Broker Relationship Survey

  • Understanding the Sales Journey Experience from both sides

  • Understanding Customer Pricing

  • Sentencers' Satisfaction Survey

  • Strategic Brand Development

  • Adult Home Care Tracking Product Development

  • Developing marketing materials for new products

  • Sports Facility Survey

  • International Satisfaction & Development

  • Brand Development & Product Screening

  • Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • Compliance Mystery Shopping

  • Public Consultation - Council Tax

  • Marketing consultancy for direct insurance

  • Service Delivery Mystery Shopping

  • Help Desk Mystery Shopping

  • Revitalising Existing Brand

  • Reader Satisfaction

  • Cathedral 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

Find us