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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

  • Developing marketing materials for new products

  • Housing Scheme Test

  • Visitor Survey

  • Understanding Attrition

  • Staff Surveys

  • Understanding the use of Temporary Labour

  • International Competitor Mystery Shopping

  • Understanding Customer Pricing

  • Sentencers' Satisfaction Survey

  • Trade-off Pricing Research

  • Website Development

  • Cathedral Visitor Survey

  • Mixed Media Advertising Analysis

  • Global Advertising Campaign

  • Development of the Direct Offering

  • Satisfaction Survey (Housing)

  • Communication: New and existing financial products

  • International Satisfaction & Development

  • Public Consultation - Waste

  • Engaging adults back into education

  • Comms testing alongside NPD

  • Luxury In-store Display

  • Benchmarking Mystery Shopping

  • Public Consultation - Council Tax

  • Prototype Evaluation

  • Reader Satisfaction

  • Sports Facility Survey

  • Loyalty Scheme

  • Brand Development & Product Screening

  • Product Development using Ethnography

  • Marketing consultancy for direct insurance

  • Plasterboard Packaging Research

  • Affinities Partner

  • Adult Home Care Tracking Product Development

  • Service Delivery Mystery Shopping

  • Broker Relationship Survey

  • Audience Development Plan

  • Strategic Brand Development

  • New Expert Information Product

  • Competitor Mystery Shopping

  • Driving business growth

  • Compliance Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Help Desk Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Understanding Local Business Needs

  • Revitalising Existing Brand

  • Brand Development

  • Tourism Focus Groups

  • Multi-national Usage & Attitude Survey

  • Brand Image Research

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us