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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

  • Communication: New and existing financial products

  • Luxury In-store Display

  • Mixed Media Advertising Analysis

  • Help Desk Mystery Shopping

  • Understanding Local Business Needs

  • Sentencers' Satisfaction Survey

  • Tourism Focus Groups

  • Affinities Partner

  • Satisfaction Survey (Housing)

  • Compliance Mystery Shopping

  • Loyalty Scheme

  • Financial Brand Satisfaction Tracking

  • Staff Surveys

  • Comms testing alongside NPD

  • Public Consultation - Council Tax

  • Broker Relationship Survey

  • Visitor Survey

  • Adult Home Care Tracking Product Development

  • Cathedral Visitor Survey

  • Prototype Evaluation

  • Engaging adults back into education

  • Revitalising Existing Brand

  • International Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Marketing consultancy for direct insurance

  • Trade-off Pricing Research

  • Global Advertising Campaign

  • Brand Development & Product Screening

  • International Satisfaction & Development

  • Understanding the use of Temporary Labour

  • Multi-national Usage & Attitude Survey

  • Service Delivery Mystery Shopping

  • New Expert Information Product

  • Benchmarking Mystery Shopping

  • Website Development

  • Housing Scheme Test

  • Audience Development Plan

  • Development of the Direct Offering

  • Driving business growth

  • Reader Satisfaction

  • Understanding the Sales Journey Experience from both sides

  • Brand Development

  • Understanding Customer Pricing

  • Plasterboard Packaging Research

  • Strategic Brand Development

  • Understanding Attrition

  • Sports Facility Survey

  • Public Consultation - Waste

  • Competitor Mystery Shopping

  • Brand Image Research

  • Product Development using Ethnography

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us