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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

  • Visitor Survey

  • Luxury In-store Display

  • Sentencers' Satisfaction Survey

  • Trade-off Pricing Research

  • Developing marketing materials for new products

  • International Competitor Mystery Shopping

  • Marketing consultancy for direct insurance

  • Adult Home Care Tracking Product Development

  • Broker Relationship Survey

  • Revitalising Existing Brand

  • Loyalty Scheme

  • Housing Scheme Test

  • Service Delivery Mystery Shopping

  • Reader Satisfaction

  • Audience Development Plan

  • Public Consultation - Council Tax

  • Brand Development & Product Screening

  • Benchmarking Mystery Shopping

  • Satisfaction Survey (Housing)

  • Understanding the Sales Journey Experience from both sides

  • Website Development

  • Strategic Brand Development

  • Financial Brand Satisfaction Tracking

  • Understanding the use of Temporary Labour

  • Global Advertising Campaign

  • International Satisfaction & Development

  • Understanding Attrition

  • Cathedral Visitor Survey

  • Competitor Mystery Shopping

  • Understanding Local Business Needs

  • Driving business growth

  • Affinities Partner

  • Brand Image Research

  • Brand Development

  • Mixed Media Advertising Analysis

  • Communication: New and existing financial products

  • Multi-national Usage & Attitude Survey

  • Understanding Customer Pricing

  • New Expert Information Product

  • Development of the Direct Offering

  • Prototype Evaluation

  • Help Desk Mystery Shopping

  • Tourism Focus Groups

  • Public Consultation - Waste

  • Comms testing alongside NPD

  • Sports Facility Survey

  • Representative panel building

  • Product Development using Ethnography

  • Plasterboard Packaging Research

  • Engaging adults back into education

  • Compliance Mystery Shopping

  • Staff Surveys

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us