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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

  • Financial Brand Satisfaction Tracking

  • Visitor Survey

  • Understanding Customer Pricing

  • Revitalising Existing Brand

  • Trade-off Pricing Research

  • Sentencers' Satisfaction Survey

  • Loyalty Scheme

  • Reader Satisfaction

  • Strategic Brand Development

  • Communication: New and existing financial products

  • Tourism Focus Groups

  • Luxury In-store Display

  • International Satisfaction & Development

  • Understanding the Sales Journey Experience from both sides

  • Brand Development & Product Screening

  • Housing Scheme Test

  • Product Development using Ethnography

  • Prototype Evaluation

  • Sports Facility Survey

  • Understanding Attrition

  • Plasterboard Packaging Research

  • Representative panel building

  • Brand Image Research

  • Comms testing alongside NPD

  • Development of the Direct Offering

  • Service Delivery Mystery Shopping

  • Engaging adults back into education

  • Public Consultation - Council Tax

  • Help Desk Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Public Consultation - Waste

  • Compliance Mystery Shopping

  • Staff Surveys

  • Adult Home Care Tracking Product Development

  • Competitor Mystery Shopping

  • Developing marketing materials for new products

  • Mixed Media Advertising Analysis

  • Satisfaction Survey (Housing)

  • Driving business growth

  • Audience Development Plan

  • New Expert Information Product

  • Marketing consultancy for direct insurance

  • Affinities Partner

  • Understanding Local Business Needs

  • Brand Development

  • Benchmarking Mystery Shopping

  • Broker Relationship Survey

  • Website Development

  • International Competitor Mystery Shopping

  • Global Advertising Campaign

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

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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