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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

  • Adult Home Care Tracking Product Development

  • Understanding the use of Temporary Labour

  • Competitor Mystery Shopping

  • Cathedral Visitor Survey

  • Understanding Customer Pricing

  • Loyalty Scheme

  • Brand Development & Product Screening

  • Developing marketing materials for new products

  • Satisfaction Survey (Housing)

  • International Competitor Mystery Shopping

  • International Satisfaction & Development

  • Financial Brand Satisfaction Tracking

  • Staff Surveys

  • Understanding Attrition

  • Understanding the Sales Journey Experience from both sides

  • Strategic Brand Development

  • Public Consultation - Council Tax

  • Engaging adults back into education

  • Benchmarking Mystery Shopping

  • Prototype Evaluation

  • Broker Relationship Survey

  • Reader Satisfaction

  • Communication: New and existing financial products

  • Driving business growth

  • New Expert Information Product

  • Service Delivery Mystery Shopping

  • Tourism Focus Groups

  • Understanding Local Business Needs

  • Revitalising Existing Brand

  • Help Desk Mystery Shopping

  • Visitor Survey

  • Trade-off Pricing Research

  • Affinities Partner

  • Compliance Mystery Shopping

  • Public Consultation - Waste

  • Mixed Media Advertising Analysis

  • Housing Scheme Test

  • Luxury In-store Display

  • Sports Facility Survey

  • Plasterboard Packaging Research

  • Brand Development

  • Representative panel building

  • Sentencers' Satisfaction Survey

  • Brand Image Research

  • Product Development using Ethnography

  • Audience Development Plan

  • Website Development

  • Multi-national Usage & Attitude Survey

  • Comms testing alongside NPD

  • Development of the Direct Offering

  • Global Advertising Campaign

  • Marketing consultancy for direct insurance

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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