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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 Attrition

  • New Expert Information Product

  • Multi-national Usage & Attitude Survey

  • Engaging adults back into education

  • Driving business growth

  • Product Development using Ethnography

  • Developing marketing materials for new products

  • Understanding Customer Pricing

  • Brand Development & Product Screening

  • Cathedral Visitor Survey

  • Plasterboard Packaging Research

  • Sports Facility Survey

  • Housing Scheme Test

  • International Competitor Mystery Shopping

  • Affinities Partner

  • Understanding the use of Temporary Labour

  • Development of the Direct Offering

  • Comms testing alongside NPD

  • Website Development

  • Brand Image Research

  • Audience Development Plan

  • Revitalising Existing Brand

  • Trade-off Pricing Research

  • Service Delivery Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Public Consultation - Waste

  • Public Consultation - Council Tax

  • Help Desk Mystery Shopping

  • Luxury In-store Display

  • Visitor Survey

  • Communication: New and existing financial products

  • Sentencers' Satisfaction Survey

  • Understanding the Sales Journey Experience from both sides

  • Broker Relationship Survey

  • International Satisfaction & Development

  • Strategic Brand Development

  • Global Advertising Campaign

  • Reader Satisfaction

  • Brand Development

  • Tourism Focus Groups

  • Satisfaction Survey (Housing)

  • Compliance Mystery Shopping

  • Benchmarking Mystery Shopping

  • Mixed Media Advertising Analysis

  • Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Loyalty Scheme

  • Prototype Evaluation

  • Marketing consultancy for direct insurance

  • Representative panel building

  • Staff Surveys

  • Understanding Local Business Needs

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

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

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