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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

  • Driving business growth

  • Broker Relationship Survey

  • Cathedral Visitor Survey

  • Understanding Customer Pricing

  • Developing marketing materials for new products

  • Benchmarking Mystery Shopping

  • Brand Development & Product Screening

  • Product Development using Ethnography

  • Website Development

  • Financial Brand Satisfaction Tracking

  • Tourism Focus Groups

  • Marketing consultancy for direct insurance

  • Mixed Media Advertising Analysis

  • Understanding Attrition

  • Loyalty Scheme

  • Public Consultation - Council Tax

  • Staff Surveys

  • Revitalising Existing Brand

  • Sports Facility Survey

  • Comms testing alongside NPD

  • Trade-off Pricing Research

  • Brand Development

  • Affinities Partner

  • Engaging adults back into education

  • Understanding the use of Temporary Labour

  • International Satisfaction & Development

  • Understanding Local Business Needs

  • Brand Image Research

  • Reader Satisfaction

  • International Competitor Mystery Shopping

  • Global Advertising Campaign

  • Development of the Direct Offering

  • Service Delivery Mystery Shopping

  • Audience Development Plan

  • Help Desk Mystery Shopping

  • Communication: New and existing financial products

  • Visitor Survey

  • Plasterboard Packaging Research

  • Competitor Mystery Shopping

  • Public Consultation - Waste

  • Housing Scheme Test

  • Strategic Brand Development

  • Prototype Evaluation

  • Satisfaction Survey (Housing)

  • Sentencers' Satisfaction Survey

  • New Expert Information Product

  • Adult Home Care Tracking Product Development

  • Luxury In-store Display

  • Understanding the Sales Journey Experience from both sides

  • Compliance Mystery Shopping

  • 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