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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

  • Broker Relationship Survey

  • Luxury In-store Display

  • Public Consultation - Council Tax

  • Help Desk Mystery Shopping

  • Multi-national Usage & Attitude Survey

  • Trade-off Pricing Research

  • Satisfaction Survey (Housing)

  • Cathedral Visitor Survey

  • New Expert Information Product

  • Prototype Evaluation

  • Plasterboard Packaging Research

  • Revitalising Existing Brand

  • Communication: New and existing financial products

  • Website Development

  • Adult Home Care Tracking Product Development

  • Service Delivery Mystery Shopping

  • Competitor Mystery Shopping

  • Reader Satisfaction

  • Understanding the use of Temporary Labour

  • Global Advertising Campaign

  • Sports Facility Survey

  • Affinities Partner

  • Brand Development

  • Development of the Direct Offering

  • Brand Image Research

  • Benchmarking Mystery Shopping

  • Driving business growth

  • Understanding Customer Pricing

  • Strategic Brand Development

  • Understanding Attrition

  • Comms testing alongside NPD

  • Representative panel building

  • Loyalty Scheme

  • Compliance Mystery Shopping

  • Product Development using Ethnography

  • Tourism Focus Groups

  • International Satisfaction & Development

  • Engaging adults back into education

  • Mixed Media Advertising Analysis

  • Marketing consultancy for direct insurance

  • Audience Development Plan

  • Brand Development & Product Screening

  • Staff Surveys

  • Housing Scheme Test

  • Understanding the Sales Journey Experience from both sides

  • International Competitor Mystery Shopping

  • Financial Brand Satisfaction Tracking

  • Understanding Local Business Needs

  • Sentencers' Satisfaction Survey

  • Developing marketing materials for new products

  • Public Consultation - Waste

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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