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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 new DIY Visitor Attraction survey tool, the first in our new DIY survey tool range.

Case Studies

  • Development of the Direct Offering

  • Website Development

  • International Competitor Mystery Shopping

  • Brand Image Research

  • Tourism Focus Groups

  • Developing marketing materials for new products

  • Help Desk Mystery Shopping

  • Cathedral Visitor Survey

  • Understanding Customer Pricing

  • Product Development using Ethnography

  • Adult Home Care Tracking Product Development

  • Sentencers' Satisfaction Survey

  • Understanding Attrition

  • Public Consultation - Council Tax

  • Strategic Brand Development

  • Revitalising Existing Brand

  • Satisfaction Survey (Housing)

  • Sports Facility Survey

  • Marketing consultancy for direct insurance

  • Loyalty Scheme

  • Trade-off Pricing Research

  • Communication: New and existing financial products

  • International Satisfaction & Development

  • Reader Satisfaction

  • Service Delivery Mystery Shopping

  • Audience Development Plan

  • Engaging adults back into education

  • Competitor Mystery Shopping

  • Comms testing alongside NPD

  • Understanding Local Business Needs

  • Broker Relationship Survey

  • Global Advertising Campaign

  • Understanding the Sales Journey Experience from both sides

  • Public Consultation - Waste

  • Driving business growth

  • Staff Surveys

  • New Expert Information Product

  • Luxury In-store Display

  • Understanding the use of Temporary Labour

  • Benchmarking Mystery Shopping

  • Prototype Evaluation

  • Compliance Mystery Shopping

  • Affinities Partner

  • Multi-national Usage & Attitude Survey

  • Visitor Survey

  • Mixed Media Advertising Analysis

  • Financial Brand Satisfaction Tracking

  • Brand Development & Product Screening

  • Brand Development

  • Housing Scheme Test

  • Plasterboard Packaging Research

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us