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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

  • Broker Relationship Survey

  • Understanding the use of Temporary Labour

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Global Advertising Campaign

  • Understanding the Sales Journey Experience from both sides

  • International Competitor Mystery Shopping

  • Competitor Mystery Shopping

  • International Satisfaction & Development

  • Engaging adults back into education

  • Comms testing alongside NPD

  • Plasterboard Packaging Research

  • Representative panel building

  • Revitalising Existing Brand

  • Service Delivery Mystery Shopping

  • Public Consultation - Council Tax

  • Sports Facility Survey

  • Benchmarking Mystery Shopping

  • Cathedral Visitor Survey

  • Financial Brand Satisfaction Tracking

  • Marketing consultancy for direct insurance

  • Understanding Local Business Needs

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • Development of the Direct Offering

  • Sentencers' Satisfaction Survey

  • Tourism Focus Groups

  • Reader Satisfaction

  • Communication: New and existing financial products

  • Developing marketing materials for new products

  • Staff Surveys

  • Brand Development

  • Trade-off Pricing Research

  • Visitor Survey

  • Understanding Customer Pricing

  • Public Consultation - Waste

  • Mixed Media Advertising Analysis

  • Luxury In-store Display

  • Audience Development Plan

  • Compliance Mystery Shopping

  • Strategic Brand Development

  • Affinities Partner

  • Website Development

  • Adult Home Care Tracking Product Development

  • Understanding Attrition

  • Housing Scheme Test

  • New Expert Information Product

  • Driving business growth

  • Help Desk Mystery Shopping

  • Loyalty Scheme

  • Brand Development & Product Screening

  • Brand Image Research

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us