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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

  • Luxury In-store Display

  • Public Consultation - Waste

  • Staff Surveys

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Housing Scheme Test

  • Public Consultation - Council Tax

  • Understanding Local Business Needs

  • Communication: New and existing financial products

  • Website Development

  • Marketing consultancy for direct insurance

  • Cathedral Visitor Survey

  • Competitor Mystery Shopping

  • New Expert Information Product

  • Sports Facility Survey

  • Understanding Attrition

  • International Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • Developing marketing materials for new products

  • Plasterboard Packaging Research

  • Help Desk Mystery Shopping

  • Brand Development & Product Screening

  • Affinities Partner

  • Driving business growth

  • Brand Image Research

  • Comms testing alongside NPD

  • Compliance Mystery Shopping

  • Prototype Evaluation

  • Understanding the use of Temporary Labour

  • Global Advertising Campaign

  • Audience Development Plan

  • Engaging adults back into education

  • Tourism Focus Groups

  • Strategic Brand Development

  • Understanding Customer Pricing

  • Multi-national Usage & Attitude Survey

  • International Satisfaction & Development

  • Broker Relationship Survey

  • Sentencers' Satisfaction Survey

  • Development of the Direct Offering

  • Adult Home Care Tracking Product Development

  • Brand Development

  • Mixed Media Advertising Analysis

  • Trade-off Pricing Research

  • Reader Satisfaction

  • Service Delivery Mystery Shopping

  • Product Development using Ethnography

  • Financial Brand Satisfaction Tracking

  • Revitalising Existing Brand

  • Loyalty Scheme

  • Visitor Survey

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us