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Customer Experience

Learn about your customers and get more from every interaction.

New for 2022: DIY Visitor Attraction survey tool

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

Click here  to learn more about our DIY Visitor Attraction survey tool, the first in our new DIY survey tool range.

Case Studies

  • Help Desk Mystery Shopping

  • Affinities Partner

  • Sentencers' Satisfaction Survey

  • Development of the Direct Offering

  • Luxury In-store Display

  • International Satisfaction & Development

  • Understanding Local Business Needs

  • Housing Scheme Test

  • Trade-off Pricing Research

  • Brand Development & Product Screening

  • Comms testing alongside NPD

  • Understanding the use of Temporary Labour

  • Plasterboard Packaging Research

  • Sports Facility Survey

  • Mixed Media Advertising Analysis

  • Staff Surveys

  • Brand Development

  • Developing marketing materials for new products

  • Communication: New and existing financial products

  • Global Advertising Campaign

  • Adult Home Care Tracking Product Development

  • Benchmarking Mystery Shopping

  • New Expert Information Product

  • Financial Brand Satisfaction Tracking

  • Marketing consultancy for direct insurance

  • Understanding Attrition

  • Audience Development Plan

  • International Competitor Mystery Shopping

  • Service Delivery Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Representative panel building

  • Strategic Brand Development

  • Website Development

  • Satisfaction Survey (Housing)

  • Broker Relationship Survey

  • Driving business growth

  • Understanding the Sales Journey Experience from both sides

  • Product Development using Ethnography

  • Revitalising Existing Brand

  • Public Consultation - Waste

  • Visitor Survey

  • Cathedral Visitor Survey

  • Public Consultation - Council Tax

  • Prototype Evaluation

  • Understanding Customer Pricing

  • Engaging adults back into education

  • Competitor Mystery Shopping

  • Tourism Focus Groups

  • Reader Satisfaction

  • Loyalty Scheme

  • Compliance Mystery Shopping

  • Brand Image Research

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

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

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