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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

  • Brand Development & Product Screening

  • Trade-off Pricing Research

  • Reader Satisfaction

  • Staff Surveys

  • Sports Facility Survey

  • Tourism Focus Groups

  • Luxury In-store Display

  • Loyalty Scheme

  • Understanding Customer Pricing

  • Understanding Local Business Needs

  • Developing marketing materials for new products

  • Benchmarking Mystery Shopping

  • Strategic Brand Development

  • Housing Scheme Test

  • Public Consultation - Council Tax

  • Affinities Partner

  • Compliance Mystery Shopping

  • Public Consultation - Waste

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • Audience Development Plan

  • Global Advertising Campaign

  • Visitor Survey

  • Product Development using Ethnography

  • Engaging adults back into education

  • Understanding Attrition

  • Cathedral Visitor Survey

  • Adult Home Care Tracking Product Development

  • Marketing consultancy for direct insurance

  • Communication: New and existing financial products

  • Understanding the use of Temporary Labour

  • Understanding the Sales Journey Experience from both sides

  • Revitalising Existing Brand

  • Help Desk Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Service Delivery Mystery Shopping

  • Competitor Mystery Shopping

  • New Expert Information Product

  • Sentencers' Satisfaction Survey

  • Broker Relationship Survey

  • Brand Image Research

  • International Competitor Mystery Shopping

  • Website Development

  • Mixed Media Advertising Analysis

  • Brand Development

  • International Satisfaction & Development

  • Development of the Direct Offering

  • Plasterboard Packaging Research

  • Driving business growth

  • Multi-national Usage & Attitude Survey

  • Comms testing alongside NPD

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us