Skip navigation

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

  • Communication: New and existing financial products

  • Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • International Satisfaction & Development

  • Brand Image Research

  • Understanding Local Business Needs

  • Reader Satisfaction

  • Understanding Customer Pricing

  • Driving business growth

  • Visitor Survey

  • Brand Development

  • Cathedral Visitor Survey

  • New Expert Information Product

  • Staff Surveys

  • Understanding the use of Temporary Labour

  • Public Consultation - Council Tax

  • Website Development

  • Product Development using Ethnography

  • Public Consultation - Waste

  • Satisfaction Survey (Housing)

  • Broker Relationship Survey

  • Engaging adults back into education

  • Luxury In-store Display

  • Multi-national Usage & Attitude Survey

  • Loyalty Scheme

  • Development of the Direct Offering

  • Global Advertising Campaign

  • Service Delivery Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Marketing consultancy for direct insurance

  • Revitalising Existing Brand

  • Understanding the Sales Journey Experience from both sides

  • Tourism Focus Groups

  • Trade-off Pricing Research

  • Comms testing alongside NPD

  • Help Desk Mystery Shopping

  • Developing marketing materials for new products

  • Audience Development Plan

  • Brand Development & Product Screening

  • Representative panel building

  • Benchmarking Mystery Shopping

  • Mixed Media Advertising Analysis

  • Housing Scheme Test

  • Affinities Partner

  • Strategic Brand Development

  • Plasterboard Packaging Research

  • International Competitor Mystery Shopping

  • Sports Facility Survey

  • Understanding Attrition

  • Compliance Mystery Shopping

  • Prototype Evaluation

  • Sentencers' Satisfaction Survey

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

Whithorne House / London Road / Cheltenham / Gloucestershire / GL52 6UY

Find us