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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

  • Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Staff Surveys

  • Understanding Customer Pricing

  • Compliance Mystery Shopping

  • Reader Satisfaction

  • International Competitor Mystery Shopping

  • Plasterboard Packaging Research

  • Brand Development & Product Screening

  • Adult Home Care Tracking Product Development

  • Brand Image Research

  • Trade-off Pricing Research

  • Audience Development Plan

  • Broker Relationship Survey

  • Development of the Direct Offering

  • Marketing consultancy for direct insurance

  • Loyalty Scheme

  • Comms testing alongside NPD

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Strategic Brand Development

  • Understanding the use of Temporary Labour

  • Mixed Media Advertising Analysis

  • Cathedral Visitor Survey

  • Developing marketing materials for new products

  • Affinities Partner

  • Global Advertising Campaign

  • Housing Scheme Test

  • Understanding Local Business Needs

  • Driving business growth

  • Public Consultation - Council Tax

  • Understanding Attrition

  • Engaging adults back into education

  • Revitalising Existing Brand

  • Sentencers' Satisfaction Survey

  • Understanding the Sales Journey Experience from both sides

  • Financial Brand Satisfaction Tracking

  • Brand Development

  • New Expert Information Product

  • Service Delivery Mystery Shopping

  • Website Development

  • Public Consultation - Waste

  • Visitor Survey

  • Sports Facility Survey

  • International Satisfaction & Development

  • Tourism Focus Groups

  • Satisfaction Survey (Housing)

  • Benchmarking Mystery Shopping

  • Communication: New and existing financial products

  • Prototype Evaluation

  • Luxury In-store Display

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us