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

  • Comms testing alongside NPD

  • Sports Facility Survey

  • Global Advertising Campaign

  • Representative panel building

  • Product Development using Ethnography

  • Plasterboard Packaging Research

  • Driving business growth

  • Understanding the use of Temporary Labour

  • Multi-national Usage & Attitude Survey

  • Staff Surveys

  • Understanding Attrition

  • Service Delivery Mystery Shopping

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • Engaging adults back into education

  • Trade-off Pricing Research

  • Revitalising Existing Brand

  • International Competitor Mystery Shopping

  • Cathedral Visitor Survey

  • Audience Development Plan

  • Help Desk Mystery Shopping

  • Marketing consultancy for direct insurance

  • Financial Brand Satisfaction Tracking

  • Compliance Mystery Shopping

  • Understanding Local Business Needs

  • Housing Scheme Test

  • Competitor Mystery Shopping

  • Luxury In-store Display

  • Public Consultation - Waste

  • International Satisfaction & Development

  • Reader Satisfaction

  • Brand Development

  • Website Development

  • Tourism Focus Groups

  • Broker Relationship Survey

  • Communication: New and existing financial products

  • New Expert Information Product

  • Brand Development & Product Screening

  • Visitor Survey

  • Benchmarking Mystery Shopping

  • Understanding the Sales Journey Experience from both sides

  • Developing marketing materials for new products

  • Development of the Direct Offering

  • Strategic Brand Development

  • Understanding Customer Pricing

  • Loyalty Scheme

  • Mixed Media Advertising Analysis

  • Public Consultation - Council Tax

  • Brand Image Research

  • Affinities Partner

  • Adult Home Care Tracking Product Development

  • 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