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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

  • Housing Scheme Test

  • Compliance Mystery Shopping

  • Understanding the use of Temporary Labour

  • Brand Image Research

  • Prototype Evaluation

  • Public Consultation - Council Tax

  • Sports Facility Survey

  • Luxury In-store Display

  • Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Strategic Brand Development

  • Developing marketing materials for new products

  • Public Consultation - Waste

  • Benchmarking Mystery Shopping

  • Understanding Attrition

  • Cathedral Visitor Survey

  • Product Development using Ethnography

  • Multi-national Usage & Attitude Survey

  • Service Delivery Mystery Shopping

  • Brand Development

  • Comms testing alongside NPD

  • Loyalty Scheme

  • Communication: New and existing financial products

  • Development of the Direct Offering

  • Adult Home Care Tracking Product Development

  • Trade-off Pricing Research

  • Understanding Customer Pricing

  • Engaging adults back into education

  • Understanding the Sales Journey Experience from both sides

  • Broker Relationship Survey

  • Revitalising Existing Brand

  • International Competitor Mystery Shopping

  • International Satisfaction & Development

  • Mixed Media Advertising Analysis

  • Brand Development & Product Screening

  • Visitor Survey

  • Global Advertising Campaign

  • Marketing consultancy for direct insurance

  • Driving business growth

  • Tourism Focus Groups

  • Affinities Partner

  • Reader Satisfaction

  • Financial Brand Satisfaction Tracking

  • Website Development

  • New Expert Information Product

  • Audience Development Plan

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

  • Help Desk Mystery Shopping

  • Understanding Local Business Needs

  • Staff Surveys

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us