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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

  • Tourism Focus Groups

  • Comms testing alongside NPD

  • Plasterboard Packaging Research

  • Staff Surveys

  • Public Consultation - Waste

  • Satisfaction Survey (Housing)

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Council Tax

  • Brand Image Research

  • Competitor Mystery Shopping

  • Benchmarking Mystery Shopping

  • Affinities Partner

  • International Competitor Mystery Shopping

  • Broker Relationship Survey

  • Brand Development

  • New Expert Information Product

  • Loyalty Scheme

  • Communication: New and existing financial products

  • Compliance Mystery Shopping

  • Cathedral Visitor Survey

  • Understanding Attrition

  • Sports Facility Survey

  • Understanding Customer Pricing

  • Trade-off Pricing Research

  • Housing Scheme Test

  • Developing marketing materials for new products

  • Prototype Evaluation

  • Audience Development Plan

  • Help Desk Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Revitalising Existing Brand

  • Luxury In-store Display

  • Driving business growth

  • Marketing consultancy for direct insurance

  • Financial Brand Satisfaction Tracking

  • Understanding the use of Temporary Labour

  • Global Advertising Campaign

  • Visitor Survey

  • Engaging adults back into education

  • Understanding the Sales Journey Experience from both sides

  • Brand Development & Product Screening

  • Service Delivery Mystery Shopping

  • Reader Satisfaction

  • Mixed Media Advertising Analysis

  • Development of the Direct Offering

  • Understanding Local Business Needs

  • Adult Home Care Tracking Product Development

  • Strategic Brand Development

  • Product Development using Ethnography

  • International Satisfaction & Development

  • Website Development

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us