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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

  • Visitor Survey

  • Engaging adults back into education

  • Representative panel building

  • Understanding Attrition

  • Benchmarking Mystery Shopping

  • Brand Development

  • Affinities Partner

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Plasterboard Packaging Research

  • Housing Scheme Test

  • Understanding Local Business Needs

  • International Competitor Mystery Shopping

  • Tourism Focus Groups

  • Trade-off Pricing Research

  • Public Consultation - Waste

  • Marketing consultancy for direct insurance

  • Sports Facility Survey

  • Strategic Brand Development

  • Developing marketing materials for new products

  • Public Consultation - Council Tax

  • Driving business growth

  • Broker Relationship Survey

  • Development of the Direct Offering

  • Understanding the Sales Journey Experience from both sides

  • Understanding the use of Temporary Labour

  • Competitor Mystery Shopping

  • Mixed Media Advertising Analysis

  • Cathedral Visitor Survey

  • Global Advertising Campaign

  • Staff Surveys

  • Loyalty Scheme

  • Brand Development & Product Screening

  • Satisfaction Survey (Housing)

  • Prototype Evaluation

  • New Expert Information Product

  • Audience Development Plan

  • Revitalising Existing Brand

  • International Satisfaction & Development

  • Financial Brand Satisfaction Tracking

  • Communication: New and existing financial products

  • Brand Image Research

  • Understanding Customer Pricing

  • Help Desk Mystery Shopping

  • Comms testing alongside NPD

  • Website Development

  • Reader Satisfaction

  • Service Delivery Mystery Shopping

  • Compliance Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Luxury In-store Display

  • Sentencers' Satisfaction Survey

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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