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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

  • Brand Development & Product Screening

  • Service Delivery Mystery Shopping

  • Loyalty Scheme

  • New Expert Information Product

  • International Satisfaction & Development

  • Prototype Evaluation

  • Competitor Mystery Shopping

  • Audience Development Plan

  • Website Development

  • Satisfaction Survey (Housing)

  • Global Advertising Campaign

  • Help Desk Mystery Shopping

  • Benchmarking Mystery Shopping

  • Reader Satisfaction

  • Brand Image Research

  • Trade-off Pricing Research

  • Sports Facility Survey

  • Understanding the use of Temporary Labour

  • Mixed Media Advertising Analysis

  • Product Development using Ethnography

  • Understanding Customer Pricing

  • Understanding Attrition

  • Marketing consultancy for direct insurance

  • Housing Scheme Test

  • Representative panel building

  • Development of the Direct Offering

  • Developing marketing materials for new products

  • Public Consultation - Waste

  • Affinities Partner

  • Revitalising Existing Brand

  • Driving business growth

  • Tourism Focus Groups

  • Staff Surveys

  • Multi-national Usage & Attitude Survey

  • Comms testing alongside NPD

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

  • Broker Relationship Survey

  • Brand Development

  • Compliance Mystery Shopping

  • Luxury In-store Display

  • Cathedral Visitor Survey

  • Communication: New and existing financial products

  • Public Consultation - Council Tax

  • Engaging adults back into education

  • Adult Home Care Tracking Product Development

  • International Competitor Mystery Shopping

  • Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Strategic Brand Development

  • Understanding Local Business Needs

  • Financial Brand Satisfaction Tracking

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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