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

  • Audience Development Plan

  • Competitor Mystery Shopping

  • Broker Relationship Survey

  • Multi-national Usage & Attitude Survey

  • Developing marketing materials for new products

  • Compliance Mystery Shopping

  • Product Development using Ethnography

  • Brand Image Research

  • Affinities Partner

  • Driving business growth

  • Public Consultation - Waste

  • Financial Brand Satisfaction Tracking

  • Website Development

  • Brand Development & Product Screening

  • Reader Satisfaction

  • Service Delivery Mystery Shopping

  • Housing Scheme Test

  • Visitor Survey

  • Revitalising Existing Brand

  • Sentencers' Satisfaction Survey

  • Strategic Brand Development

  • New Expert Information Product

  • Understanding Customer Pricing

  • Marketing consultancy for direct insurance

  • Tourism Focus Groups

  • Cathedral Visitor Survey

  • Development of the Direct Offering

  • Plasterboard Packaging Research

  • Global Advertising Campaign

  • Brand Development

  • Satisfaction Survey (Housing)

  • Benchmarking Mystery Shopping

  • Sports Facility Survey

  • Prototype Evaluation

  • International Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Staff Surveys

  • International Satisfaction & Development

  • Loyalty Scheme

  • Adult Home Care Tracking Product Development

  • Mixed Media Advertising Analysis

  • Luxury In-store Display

  • Understanding Attrition

  • Public Consultation - Council Tax

  • Comms testing alongside NPD

  • Engaging adults back into education

  • Help Desk Mystery Shopping

  • Understanding Local Business Needs

  • Understanding the use of Temporary Labour

  • Trade-off Pricing Research

  • Understanding the Sales Journey Experience from both sides

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us