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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 the use of Temporary Labour

  • Help Desk Mystery Shopping

  • Sports Facility Survey

  • Luxury In-store Display

  • Staff Surveys

  • Benchmarking Mystery Shopping

  • Driving business growth

  • Service Delivery Mystery Shopping

  • Brand Image Research

  • Understanding Attrition

  • Mixed Media Advertising Analysis

  • Revitalising Existing Brand

  • International Satisfaction & Development

  • Adult Home Care Tracking Product Development

  • Marketing consultancy for direct insurance

  • Communication: New and existing financial products

  • Loyalty Scheme

  • Housing Scheme Test

  • Financial Brand Satisfaction Tracking

  • Understanding the Sales Journey Experience from both sides

  • Global Advertising Campaign

  • Affinities Partner

  • Website Development

  • Understanding Local Business Needs

  • Development of the Direct Offering

  • Strategic Brand Development

  • Product Development using Ethnography

  • Engaging adults back into education

  • Visitor Survey

  • New Expert Information Product

  • Understanding Customer Pricing

  • Brand Development

  • Brand Development & Product Screening

  • Comms testing alongside NPD

  • Representative panel building

  • Cathedral Visitor Survey

  • Competitor Mystery Shopping

  • Audience Development Plan

  • Compliance Mystery Shopping

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

  • Public Consultation - Council Tax

  • Multi-national Usage & Attitude Survey

  • Reader Satisfaction

  • International Competitor Mystery Shopping

  • Prototype Evaluation

  • Public Consultation - Waste

  • Satisfaction Survey (Housing)

  • Broker Relationship Survey

  • Tourism Focus Groups

  • Trade-off Pricing Research

  • Developing marketing materials for new products

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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