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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

  • Driving business growth

  • Public Consultation - Council Tax

  • Mixed Media Advertising Analysis

  • Affinities Partner

  • Understanding Attrition

  • Development of the Direct Offering

  • Communication: New and existing financial products

  • Brand Development

  • Staff Surveys

  • Revitalising Existing Brand

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • Understanding Customer Pricing

  • Public Consultation - Waste

  • Benchmarking Mystery Shopping

  • Understanding Local Business Needs

  • Tourism Focus Groups

  • Financial Brand Satisfaction Tracking

  • Multi-national Usage & Attitude Survey

  • Product Development using Ethnography

  • Broker Relationship Survey

  • Luxury In-store Display

  • Engaging adults back into education

  • Adult Home Care Tracking Product Development

  • Plasterboard Packaging Research

  • Sentencers' Satisfaction Survey

  • Strategic Brand Development

  • Representative panel building

  • Trade-off Pricing Research

  • Understanding the Sales Journey Experience from both sides

  • Marketing consultancy for direct insurance

  • Brand Image Research

  • Understanding the use of Temporary Labour

  • Compliance Mystery Shopping

  • Audience Development Plan

  • Prototype Evaluation

  • International Competitor Mystery Shopping

  • Website Development

  • Visitor Survey

  • Sports Facility Survey

  • Brand Development & Product Screening

  • Global Advertising Campaign

  • Cathedral Visitor Survey

  • Competitor Mystery Shopping

  • Loyalty Scheme

  • International Satisfaction & Development

  • Help Desk Mystery Shopping

  • Reader Satisfaction

  • Housing Scheme Test

  • Developing marketing materials for new products

  • Satisfaction Survey (Housing)

  • New Expert Information Product

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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