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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

  • Driving business growth

  • Loyalty Scheme

  • Understanding Local Business Needs

  • Product Development using Ethnography

  • New Expert Information Product

  • Understanding the use of Temporary Labour

  • Representative panel building

  • Mixed Media Advertising Analysis

  • Cathedral Visitor Survey

  • Sentencers' Satisfaction Survey

  • Understanding Customer Pricing

  • Audience Development Plan

  • Tourism Focus Groups

  • Strategic Brand Development

  • Trade-off Pricing Research

  • Understanding Attrition

  • Broker Relationship Survey

  • Affinities Partner

  • Website Development

  • Financial Brand Satisfaction Tracking

  • Help Desk Mystery Shopping

  • Comms testing alongside NPD

  • Communication: New and existing financial products

  • Luxury In-store Display

  • Competitor Mystery Shopping

  • Development of the Direct Offering

  • Sports Facility Survey

  • Reader Satisfaction

  • Understanding the Sales Journey Experience from both sides

  • Marketing consultancy for direct insurance

  • Service Delivery Mystery Shopping

  • Plasterboard Packaging Research

  • Compliance Mystery Shopping

  • Prototype Evaluation

  • Visitor Survey

  • Staff Surveys

  • International Satisfaction & Development

  • Global Advertising Campaign

  • Adult Home Care Tracking Product Development

  • Multi-national Usage & Attitude Survey

  • Revitalising Existing Brand

  • Brand Development

  • Public Consultation - Waste

  • Brand Image Research

  • Developing marketing materials for new products

  • Public Consultation - Council Tax

  • International Competitor Mystery Shopping

  • Satisfaction Survey (Housing)

  • Engaging adults back into education

  • Benchmarking Mystery Shopping

  • Housing Scheme Test

  • Brand Development & Product Screening

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us