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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

  • Website Development

  • Understanding Local Business Needs

  • Housing Scheme Test

  • Broker Relationship Survey

  • Sentencers' Satisfaction Survey

  • Brand Image Research

  • Visitor Survey

  • Marketing consultancy for direct insurance

  • Staff Surveys

  • Benchmarking Mystery Shopping

  • Satisfaction Survey (Housing)

  • Audience Development Plan

  • Affinities Partner

  • International Satisfaction & Development

  • Understanding Customer Pricing

  • Sports Facility Survey

  • Public Consultation - Waste

  • Developing marketing materials for new products

  • Reader Satisfaction

  • Understanding the use of Temporary Labour

  • Trade-off Pricing Research

  • Communication: New and existing financial products

  • Development of the Direct Offering

  • Mixed Media Advertising Analysis

  • Revitalising Existing Brand

  • Strategic Brand Development

  • Tourism Focus Groups

  • Engaging adults back into education

  • Multi-national Usage & Attitude Survey

  • New Expert Information Product

  • Understanding the Sales Journey Experience from both sides

  • Prototype Evaluation

  • Adult Home Care Tracking Product Development

  • Plasterboard Packaging Research

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • Loyalty Scheme

  • Compliance Mystery Shopping

  • Cathedral Visitor Survey

  • International Competitor Mystery Shopping

  • Product Development using Ethnography

  • Brand Development

  • Competitor Mystery Shopping

  • Understanding Attrition

  • Brand Development & Product Screening

  • Public Consultation - Council Tax

  • Global Advertising Campaign

  • Financial Brand Satisfaction Tracking

  • Help Desk Mystery Shopping

  • Luxury In-store Display

  • Driving business growth

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us