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

  • Audience Development Plan

  • Service Delivery Mystery Shopping

  • Benchmarking Mystery Shopping

  • Competitor Mystery Shopping

  • Help Desk Mystery Shopping

  • Understanding Customer Pricing

  • Communication: New and existing financial products

  • Brand Development

  • Driving business growth

  • Loyalty Scheme

  • Public Consultation - Waste

  • Visitor Survey

  • Plasterboard Packaging Research

  • Affinities Partner

  • Staff Surveys

  • Global Advertising Campaign

  • Broker Relationship Survey

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Marketing consultancy for direct insurance

  • Brand Development & Product Screening

  • Cathedral Visitor Survey

  • Understanding the use of Temporary Labour

  • Representative panel building

  • International Competitor Mystery Shopping

  • Housing Scheme Test

  • Tourism Focus Groups

  • Website Development

  • Revitalising Existing Brand

  • Engaging adults back into education

  • Understanding Local Business Needs

  • Prototype Evaluation

  • Satisfaction Survey (Housing)

  • Reader Satisfaction

  • Understanding the Sales Journey Experience from both sides

  • Comms testing alongside NPD

  • New Expert Information Product

  • Product Development using Ethnography

  • International Satisfaction & Development

  • Trade-off Pricing Research

  • Public Consultation - Council Tax

  • Strategic Brand Development

  • Financial Brand Satisfaction Tracking

  • Developing marketing materials for new products

  • Development of the Direct Offering

  • Compliance Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Mixed Media Advertising Analysis

  • Sports Facility Survey

  • Sentencers' Satisfaction Survey

  • Understanding Attrition

  • Luxury In-store Display

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us