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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

  • International Satisfaction & Development

  • Public Consultation - Waste

  • Trade-off Pricing Research

  • Brand Development

  • Multi-national Usage & Attitude Survey

  • Prototype Evaluation

  • Loyalty Scheme

  • Housing Scheme Test

  • Strategic Brand Development

  • New Expert Information Product

  • International Competitor Mystery Shopping

  • Driving business growth

  • Brand Image Research

  • Sentencers' Satisfaction Survey

  • Development of the Direct Offering

  • Cathedral Visitor Survey

  • Staff Surveys

  • Communication: New and existing financial products

  • Understanding Local Business Needs

  • Competitor Mystery Shopping

  • Understanding the use of Temporary Labour

  • Affinities Partner

  • Tourism Focus Groups

  • Adult Home Care Tracking Product Development

  • Developing marketing materials for new products

  • Audience Development Plan

  • Global Advertising Campaign

  • Service Delivery Mystery Shopping

  • Website Development

  • Mixed Media Advertising Analysis

  • Compliance Mystery Shopping

  • Understanding Attrition

  • Brand Development & Product Screening

  • Plasterboard Packaging Research

  • Satisfaction Survey (Housing)

  • Sports Facility Survey

  • Reader Satisfaction

  • Comms testing alongside NPD

  • Help Desk Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Financial Brand Satisfaction Tracking

  • Benchmarking Mystery Shopping

  • Broker Relationship Survey

  • Marketing consultancy for direct insurance

  • Revitalising Existing Brand

  • Product Development using Ethnography

  • Luxury In-store Display

  • Visitor Survey

  • Engaging adults back into education

  • Understanding Customer Pricing

  • Public Consultation - Council Tax

Contact Phoenix MRC

Telephone

01242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us