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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

  • Understanding Customer Pricing

  • Revitalising Existing Brand

  • Comms testing alongside NPD

  • Affinities Partner

  • Benchmarking Mystery Shopping

  • Broker Relationship Survey

  • Understanding the Sales Journey Experience from both sides

  • Cathedral Visitor Survey

  • Competitor Mystery Shopping

  • Global Advertising Campaign

  • Multi-national Usage & Attitude Survey

  • Understanding Local Business Needs

  • Brand Development

  • Loyalty Scheme

  • Audience Development Plan

  • Development of the Direct Offering

  • Engaging adults back into education

  • Public Consultation - Council Tax

  • Plasterboard Packaging Research

  • Financial Brand Satisfaction Tracking

  • Sentencers' Satisfaction Survey

  • International Competitor Mystery Shopping

  • Communication: New and existing financial products

  • Help Desk Mystery Shopping

  • Prototype Evaluation

  • Brand Image Research

  • Sports Facility Survey

  • International Satisfaction & Development

  • Compliance Mystery Shopping

  • Brand Development & Product Screening

  • Mixed Media Advertising Analysis

  • Strategic Brand Development

  • Service Delivery Mystery Shopping

  • Luxury In-store Display

  • Visitor Survey

  • Driving business growth

  • Website Development

  • Trade-off Pricing Research

  • Adult Home Care Tracking Product Development

  • Staff Surveys

  • New Expert Information Product

  • Housing Scheme Test

  • Marketing consultancy for direct insurance

  • Tourism Focus Groups

  • Satisfaction Survey (Housing)

  • Public Consultation - Waste

  • Understanding the use of Temporary Labour

  • Understanding Attrition

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Reader Satisfaction

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us