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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

  • Development of the Direct Offering

  • Competitor Mystery Shopping

  • Public Consultation - Waste

  • Adult Home Care Tracking Product Development

  • Financial Brand Satisfaction Tracking

  • Audience Development Plan

  • Loyalty Scheme

  • Understanding the Sales Journey Experience from both sides

  • Understanding Attrition

  • Website Development

  • Tourism Focus Groups

  • Affinities Partner

  • Public Consultation - Council Tax

  • Multi-national Usage & Attitude Survey

  • Staff Surveys

  • Marketing consultancy for direct insurance

  • Strategic Brand Development

  • Developing marketing materials for new products

  • Benchmarking Mystery Shopping

  • Understanding the use of Temporary Labour

  • Engaging adults back into education

  • Sentencers' Satisfaction Survey

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • Broker Relationship Survey

  • Compliance Mystery Shopping

  • Mixed Media Advertising Analysis

  • Brand Development & Product Screening

  • Revitalising Existing Brand

  • Reader Satisfaction

  • Understanding Customer Pricing

  • Sports Facility Survey

  • Global Advertising Campaign

  • Trade-off Pricing Research

  • Driving business growth

  • Service Delivery Mystery Shopping

  • International Satisfaction & Development

  • Plasterboard Packaging Research

  • Comms testing alongside NPD

  • Visitor Survey

  • Luxury In-store Display

  • International Competitor Mystery Shopping

  • Brand Image Research

  • Cathedral Visitor Survey

  • Housing Scheme Test

  • Brand Development

  • Understanding Local Business Needs

  • New Expert Information Product

  • Product Development using Ethnography

  • Communication: New and existing financial products

  • Help Desk Mystery Shopping

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us