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

  • Sports Facility Survey

  • Tourism Focus Groups

  • Developing marketing materials for new products

  • Understanding Local Business Needs

  • Adult Home Care Tracking Product Development

  • Loyalty Scheme

  • Development of the Direct Offering

  • Engaging adults back into education

  • Global Advertising Campaign

  • Broker Relationship Survey

  • Driving business growth

  • Revitalising Existing Brand

  • Brand Development & Product Screening

  • Understanding the use of Temporary Labour

  • Mixed Media Advertising Analysis

  • Plasterboard Packaging Research

  • Luxury In-store Display

  • Brand Image Research

  • Audience Development Plan

  • Comms testing alongside NPD

  • Website Development

  • Understanding Customer Pricing

  • Competitor Mystery Shopping

  • Public Consultation - Council Tax

  • Prototype Evaluation

  • International Satisfaction & Development

  • Affinities Partner

  • Compliance Mystery Shopping

  • Visitor Survey

  • New Expert Information Product

  • Benchmarking Mystery Shopping

  • Sentencers' Satisfaction Survey

  • Reader Satisfaction

  • Staff Surveys

  • International Competitor Mystery Shopping

  • Understanding Attrition

  • Marketing consultancy for direct insurance

  • Brand Development

  • Communication: New and existing financial products

  • Satisfaction Survey (Housing)

  • Multi-national Usage & Attitude Survey

  • Help Desk Mystery Shopping

  • Cathedral Visitor Survey

  • Housing Scheme Test

  • Financial Brand Satisfaction Tracking

  • Product Development using Ethnography

  • Public Consultation - Waste

  • Understanding the Sales Journey Experience from both sides

  • Representative panel building

  • Service Delivery Mystery Shopping

  • Trade-off Pricing Research

  • Strategic Brand Development

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us