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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

  • Marketing consultancy for direct insurance

  • Audience Development Plan

  • Engaging adults back into education

  • International Satisfaction & Development

  • Compliance Mystery Shopping

  • Benchmarking Mystery Shopping

  • Competitor Mystery Shopping

  • Cathedral Visitor Survey

  • Revitalising Existing Brand

  • Affinities Partner

  • Prototype Evaluation

  • Comms testing alongside NPD

  • Satisfaction Survey (Housing)

  • Broker Relationship Survey

  • Website Development

  • Financial Brand Satisfaction Tracking

  • Staff Surveys

  • Brand Development & Product Screening

  • Housing Scheme Test

  • Mixed Media Advertising Analysis

  • Understanding Attrition

  • Product Development using Ethnography

  • Loyalty Scheme

  • Plasterboard Packaging Research

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Council Tax

  • Communication: New and existing financial products

  • Strategic Brand Development

  • Sentencers' Satisfaction Survey

  • Multi-national Usage & Attitude Survey

  • Brand Development

  • New Expert Information Product

  • Luxury In-store Display

  • Help Desk Mystery Shopping

  • Sports Facility Survey

  • Driving business growth

  • Visitor Survey

  • Development of the Direct Offering

  • Adult Home Care Tracking Product Development

  • Trade-off Pricing Research

  • International Competitor Mystery Shopping

  • Public Consultation - Waste

  • Brand Image Research

  • Understanding the use of Temporary Labour

  • Service Delivery Mystery Shopping

  • Global Advertising Campaign

  • Developing marketing materials for new products

  • Tourism Focus Groups

  • Reader Satisfaction

  • Understanding Local Business Needs

  • Understanding Customer Pricing

  • Representative panel building

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us