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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

  • Engaging adults back into education

  • Strategic Brand Development

  • Understanding Attrition

  • Understanding the use of Temporary Labour

  • Marketing consultancy for direct insurance

  • Brand Development

  • Loyalty Scheme

  • Understanding Customer Pricing

  • Visitor Survey

  • Communication: New and existing financial products

  • Brand Development & Product Screening

  • Broker Relationship Survey

  • Help Desk Mystery Shopping

  • Public Consultation - Waste

  • Tourism Focus Groups

  • Sentencers' Satisfaction Survey

  • Website Development

  • Trade-off Pricing Research

  • International Satisfaction & Development

  • Developing marketing materials for new products

  • Development of the Direct Offering

  • Public Consultation - Council Tax

  • New Expert Information Product

  • Global Advertising Campaign

  • Reader Satisfaction

  • Service Delivery Mystery Shopping

  • Sports Facility Survey

  • Cathedral Visitor Survey

  • Plasterboard Packaging Research

  • Comms testing alongside NPD

  • Financial Brand Satisfaction Tracking

  • Competitor Mystery Shopping

  • Revitalising Existing Brand

  • Multi-national Usage & Attitude Survey

  • Driving business growth

  • Prototype Evaluation

  • Affinities Partner

  • Product Development using Ethnography

  • Brand Image Research

  • Compliance Mystery Shopping

  • Audience Development Plan

  • Luxury In-store Display

  • International Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Mixed Media Advertising Analysis

  • Housing Scheme Test

  • Adult Home Care Tracking Product Development

  • Staff Surveys

  • Understanding Local Business Needs

  • Benchmarking Mystery Shopping

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us