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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

  • Understanding Customer Pricing

  • Brand Development

  • Driving business growth

  • Loyalty Scheme

  • Trade-off Pricing Research

  • Audience Development Plan

  • Reader Satisfaction

  • Staff Surveys

  • International Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • New Expert Information Product

  • Product Development using Ethnography

  • Global Advertising Campaign

  • Service Delivery Mystery Shopping

  • Brand Development & Product Screening

  • Affinities Partner

  • Development of the Direct Offering

  • Plasterboard Packaging Research

  • Visitor Survey

  • Understanding the Sales Journey Experience from both sides

  • Understanding Local Business Needs

  • Communication: New and existing financial products

  • Understanding Attrition

  • Sentencers' Satisfaction Survey

  • Marketing consultancy for direct insurance

  • Revitalising Existing Brand

  • Broker Relationship Survey

  • Adult Home Care Tracking Product Development

  • Engaging adults back into education

  • Housing Scheme Test

  • Tourism Focus Groups

  • Public Consultation - Waste

  • Mixed Media Advertising Analysis

  • Sports Facility Survey

  • Compliance Mystery Shopping

  • Luxury In-store Display

  • Comms testing alongside NPD

  • Understanding the use of Temporary Labour

  • Strategic Brand Development

  • Representative panel building

  • Benchmarking Mystery Shopping

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Brand Image Research

  • International Satisfaction & Development

  • Website Development

  • Developing marketing materials for new products

  • Public Consultation - Council Tax

  • Prototype Evaluation

  • Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

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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