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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

  • Understanding Customer Pricing

  • Representative panel building

  • Audience Development Plan

  • Trade-off Pricing Research

  • Understanding Local Business Needs

  • Compliance Mystery Shopping

  • Benchmarking Mystery Shopping

  • Affinities Partner

  • Housing Scheme Test

  • Comms testing alongside NPD

  • Understanding Attrition

  • Mixed Media Advertising Analysis

  • Adult Home Care Tracking Product Development

  • Service Delivery Mystery Shopping

  • Product Development using Ethnography

  • Help Desk Mystery Shopping

  • Competitor Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Financial Brand Satisfaction Tracking

  • Strategic Brand Development

  • Cathedral Visitor Survey

  • Loyalty Scheme

  • Prototype Evaluation

  • Understanding the use of Temporary Labour

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Satisfaction Survey (Housing)

  • Developing marketing materials for new products

  • Understanding the Sales Journey Experience from both sides

  • Broker Relationship Survey

  • Brand Image Research

  • New Expert Information Product

  • Communication: New and existing financial products

  • Tourism Focus Groups

  • Staff Surveys

  • Global Advertising Campaign

  • Revitalising Existing Brand

  • International Satisfaction & Development

  • Engaging adults back into education

  • Brand Development & Product Screening

  • Brand Development

  • International Competitor Mystery Shopping

  • Website Development

  • Public Consultation - Council Tax

  • Visitor Survey

  • Public Consultation - Waste

  • Luxury In-store Display

  • Plasterboard Packaging Research

  • Development of the Direct Offering

  • Driving business growth

  • Sentencers' Satisfaction Survey

  • Reader Satisfaction

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us