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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

  • New Expert Information Product

  • Understanding the use of Temporary Labour

  • Understanding Customer Pricing

  • Revitalising Existing Brand

  • Website Development

  • Development of the Direct Offering

  • Loyalty Scheme

  • Staff Surveys

  • Public Consultation - Waste

  • Service Delivery Mystery Shopping

  • Public Consultation - Council Tax

  • Brand Development

  • Satisfaction Survey (Housing)

  • Cathedral Visitor Survey

  • Product Development using Ethnography

  • Visitor Survey

  • Communication: New and existing financial products

  • Prototype Evaluation

  • Affinities Partner

  • International Satisfaction & Development

  • Multi-national Usage & Attitude Survey

  • Comms testing alongside NPD

  • Mixed Media Advertising Analysis

  • Understanding Local Business Needs

  • Understanding the Sales Journey Experience from both sides

  • Understanding Attrition

  • Trade-off Pricing Research

  • Audience Development Plan

  • Global Advertising Campaign

  • Tourism Focus Groups

  • Reader Satisfaction

  • Adult Home Care Tracking Product Development

  • Broker Relationship Survey

  • Sentencers' Satisfaction Survey

  • Engaging adults back into education

  • Sports Facility Survey

  • Driving business growth

  • Luxury In-store Display

  • Financial Brand Satisfaction Tracking

  • Plasterboard Packaging Research

  • Housing Scheme Test

  • Brand Image Research

  • Developing marketing materials for new products

  • Benchmarking Mystery Shopping

  • Help Desk Mystery Shopping

  • Marketing consultancy for direct insurance

  • Strategic Brand Development

  • Compliance Mystery Shopping

  • Brand Development & Product Screening

  • Competitor Mystery Shopping

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us