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

  • Trade-off Pricing Research

  • Staff Surveys

  • Plasterboard Packaging Research

  • Tourism Focus Groups

  • Help Desk Mystery Shopping

  • Visitor Survey

  • Cathedral Visitor Survey

  • Loyalty Scheme

  • Strategic Brand Development

  • Comms testing alongside NPD

  • Affinities Partner

  • Prototype Evaluation

  • Reader Satisfaction

  • Understanding the use of Temporary Labour

  • Housing Scheme Test

  • Understanding Local Business Needs

  • Broker Relationship Survey

  • Communication: New and existing financial products

  • Product Development using Ethnography

  • Satisfaction Survey (Housing)

  • Global Advertising Campaign

  • Sentencers' Satisfaction Survey

  • Development of the Direct Offering

  • Website Development

  • Luxury In-store Display

  • Benchmarking Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • International Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Audience Development Plan

  • Brand Development & Product Screening

  • Service Delivery Mystery Shopping

  • Sports Facility Survey

  • Compliance Mystery Shopping

  • Understanding Customer Pricing

  • Understanding Attrition

  • New Expert Information Product

  • Brand Development

  • Developing marketing materials for new products

  • Public Consultation - Waste

  • Adult Home Care Tracking Product Development

  • Marketing consultancy for direct insurance

  • Competitor Mystery Shopping

  • Revitalising Existing Brand

  • Engaging adults back into education

  • Mixed Media Advertising Analysis

  • Brand Image Research

  • Public Consultation - Council Tax

  • Driving business growth

  • International Satisfaction & Development

  • Multi-national Usage & Attitude Survey

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us