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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

  • Engaging adults back into education

  • International Satisfaction & Development

  • Sentencers' Satisfaction Survey

  • International Competitor Mystery Shopping

  • Loyalty Scheme

  • Product Development using Ethnography

  • Sports Facility Survey

  • Housing Scheme Test

  • Communication: New and existing financial products

  • Development of the Direct Offering

  • Understanding Local Business Needs

  • Reader Satisfaction

  • Cathedral Visitor Survey

  • Visitor Survey

  • Competitor Mystery Shopping

  • Trade-off Pricing Research

  • Understanding the Sales Journey Experience from both sides

  • Revitalising Existing Brand

  • Compliance Mystery Shopping

  • Representative panel building

  • Tourism Focus Groups

  • Comms testing alongside NPD

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • Understanding the use of Temporary Labour

  • Marketing consultancy for direct insurance

  • Public Consultation - Council Tax

  • Brand Development & Product Screening

  • Website Development

  • Understanding Attrition

  • Understanding Customer Pricing

  • Mixed Media Advertising Analysis

  • Adult Home Care Tracking Product Development

  • Brand Image Research

  • Affinities Partner

  • Broker Relationship Survey

  • Financial Brand Satisfaction Tracking

  • Plasterboard Packaging Research

  • Multi-national Usage & Attitude Survey

  • Service Delivery Mystery Shopping

  • Staff Surveys

  • Global Advertising Campaign

  • Strategic Brand Development

  • Audience Development Plan

  • Help Desk Mystery Shopping

  • Benchmarking Mystery Shopping

  • Driving business growth

  • Developing marketing materials for new products

  • Public Consultation - Waste

  • New Expert Information Product

  • Brand Development

  • Luxury In-store Display

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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