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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

  • Plasterboard Packaging Research

  • Trade-off Pricing Research

  • Sports Facility Survey

  • Sentencers' Satisfaction Survey

  • Marketing consultancy for direct insurance

  • Visitor Survey

  • Staff Surveys

  • Tourism Focus Groups

  • Website Development

  • Understanding the use of Temporary Labour

  • Audience Development Plan

  • Understanding Attrition

  • Developing marketing materials for new products

  • Comms testing alongside NPD

  • International Satisfaction & Development

  • Broker Relationship Survey

  • Driving business growth

  • Brand Development

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Multi-national Usage & Attitude Survey

  • International Competitor Mystery Shopping

  • Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Communication: New and existing financial products

  • Understanding Customer Pricing

  • Brand Development & Product Screening

  • Public Consultation - Council Tax

  • Revitalising Existing Brand

  • Loyalty Scheme

  • Financial Brand Satisfaction Tracking

  • Satisfaction Survey (Housing)

  • Understanding Local Business Needs

  • Service Delivery Mystery Shopping

  • New Expert Information Product

  • Benchmarking Mystery Shopping

  • Strategic Brand Development

  • Compliance Mystery Shopping

  • Global Advertising Campaign

  • Development of the Direct Offering

  • Public Consultation - Waste

  • Reader Satisfaction

  • Housing Scheme Test

  • Prototype Evaluation

  • Engaging adults back into education

  • Product Development using Ethnography

  • Help Desk Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Affinities Partner

  • Cathedral Visitor Survey

  • Luxury In-store Display

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us