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

  • Revitalising Existing Brand

  • Tourism Focus Groups

  • Understanding the Sales Journey Experience from both sides

  • Competitor Mystery Shopping

  • Engaging adults back into education

  • Brand Development

  • Multi-national Usage & Attitude Survey

  • Driving business growth

  • Product Development using Ethnography

  • Strategic Brand Development

  • Brand Development & Product Screening

  • Understanding the use of Temporary Labour

  • Sports Facility Survey

  • Cathedral Visitor Survey

  • Reader Satisfaction

  • Housing Scheme Test

  • Plasterboard Packaging Research

  • Loyalty Scheme

  • International Satisfaction & Development

  • Development of the Direct Offering

  • Communication: New and existing financial products

  • Adult Home Care Tracking Product Development

  • Visitor Survey

  • Comms testing alongside NPD

  • Benchmarking Mystery Shopping

  • New Expert Information Product

  • International Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Compliance Mystery Shopping

  • Public Consultation - Waste

  • Help Desk Mystery Shopping

  • Global Advertising Campaign

  • Developing marketing materials for new products

  • Sentencers' Satisfaction Survey

  • Trade-off Pricing Research

  • Service Delivery Mystery Shopping

  • Broker Relationship Survey

  • Brand Image Research

  • Understanding Attrition

  • Audience Development Plan

  • Marketing consultancy for direct insurance

  • Luxury In-store Display

  • Understanding Customer Pricing

  • Prototype Evaluation

  • Public Consultation - Council Tax

  • Website Development

  • Staff Surveys

  • Satisfaction Survey (Housing)

  • Affinities Partner

  • Understanding Local Business Needs

  • Mixed Media Advertising Analysis

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us