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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

  • Adult Home Care Tracking Product Development

  • Sentencers' Satisfaction Survey

  • Multi-national Usage & Attitude Survey

  • Driving business growth

  • Broker Relationship Survey

  • Reader Satisfaction

  • Plasterboard Packaging Research

  • Financial Brand Satisfaction Tracking

  • Visitor Survey

  • Brand Development

  • Prototype Evaluation

  • Comms testing alongside NPD

  • Public Consultation - Waste

  • Help Desk Mystery Shopping

  • Representative panel building

  • Understanding the Sales Journey Experience from both sides

  • Loyalty Scheme

  • Strategic Brand Development

  • Understanding Customer Pricing

  • Developing marketing materials for new products

  • Understanding Attrition

  • International Competitor Mystery Shopping

  • Revitalising Existing Brand

  • Global Advertising Campaign

  • Brand Development & Product Screening

  • Communication: New and existing financial products

  • Audience Development Plan

  • Benchmarking Mystery Shopping

  • Sports Facility Survey

  • Satisfaction Survey (Housing)

  • New Expert Information Product

  • Development of the Direct Offering

  • Engaging adults back into education

  • Website Development

  • Cathedral Visitor Survey

  • Service Delivery Mystery Shopping

  • Luxury In-store Display

  • Tourism Focus Groups

  • International Satisfaction & Development

  • Competitor Mystery Shopping

  • Staff Surveys

  • Understanding the use of Temporary Labour

  • Marketing consultancy for direct insurance

  • Housing Scheme Test

  • Trade-off Pricing Research

  • Affinities Partner

  • Compliance Mystery Shopping

  • Brand Image Research

  • Mixed Media Advertising Analysis

  • Understanding Local Business Needs

  • Product Development using Ethnography

  • Public Consultation - Council Tax

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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