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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

  • International Satisfaction & Development

  • Competitor Mystery Shopping

  • Housing Scheme Test

  • Service Delivery Mystery Shopping

  • Engaging adults back into education

  • Visitor Survey

  • Strategic Brand Development

  • Public Consultation - Council Tax

  • Sentencers' Satisfaction Survey

  • Public Consultation - Waste

  • Plasterboard Packaging Research

  • Marketing consultancy for direct insurance

  • Brand Development

  • Understanding Attrition

  • Luxury In-store Display

  • Staff Surveys

  • Compliance Mystery Shopping

  • Reader Satisfaction

  • Adult Home Care Tracking Product Development

  • Understanding Customer Pricing

  • Satisfaction Survey (Housing)

  • New Expert Information Product

  • Revitalising Existing Brand

  • Brand Image Research

  • Sports Facility Survey

  • Understanding the Sales Journey Experience from both sides

  • Broker Relationship Survey

  • Communication: New and existing financial products

  • Global Advertising Campaign

  • Mixed Media Advertising Analysis

  • Financial Brand Satisfaction Tracking

  • Trade-off Pricing Research

  • Multi-national Usage & Attitude Survey

  • International Competitor Mystery Shopping

  • Driving business growth

  • Help Desk Mystery Shopping

  • Audience Development Plan

  • Understanding Local Business Needs

  • Website Development

  • Comms testing alongside NPD

  • Development of the Direct Offering

  • Tourism Focus Groups

  • Cathedral Visitor Survey

  • Brand Development & Product Screening

  • Understanding the use of Temporary Labour

  • Representative panel building

  • Prototype Evaluation

  • Loyalty Scheme

  • Developing marketing materials for new products

  • Product Development using Ethnography

  • Affinities Partner

  • Benchmarking Mystery Shopping

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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