Skip navigation

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

  • Brand Development & Product Screening

  • Understanding Attrition

  • Financial Brand Satisfaction Tracking

  • Visitor Survey

  • Engaging adults back into education

  • Affinities Partner

  • Communication: New and existing financial products

  • Cathedral Visitor Survey

  • Tourism Focus Groups

  • Development of the Direct Offering

  • Comms testing alongside NPD

  • Understanding Local Business Needs

  • New Expert Information Product

  • Public Consultation - Council Tax

  • Sentencers' Satisfaction Survey

  • Benchmarking Mystery Shopping

  • Audience Development Plan

  • Understanding Customer Pricing

  • Loyalty Scheme

  • Product Development using Ethnography

  • Reader Satisfaction

  • Prototype Evaluation

  • Multi-national Usage & Attitude Survey

  • Compliance Mystery Shopping

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Plasterboard Packaging Research

  • Global Advertising Campaign

  • International Competitor Mystery Shopping

  • Revitalising Existing Brand

  • Satisfaction Survey (Housing)

  • Help Desk Mystery Shopping

  • Driving business growth

  • Luxury In-store Display

  • Developing marketing materials for new products

  • International Satisfaction & Development

  • Broker Relationship Survey

  • Staff Surveys

  • Marketing consultancy for direct insurance

  • Housing Scheme Test

  • Public Consultation - Waste

  • Competitor Mystery Shopping

  • Sports Facility Survey

  • Website Development

  • Brand Development

  • Understanding the Sales Journey Experience from both sides

  • Understanding the use of Temporary Labour

  • Service Delivery Mystery Shopping

  • Trade-off Pricing Research

  • Mixed Media Advertising Analysis

  • Strategic Brand Development

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us