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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

  • Global Advertising Campaign

  • Engaging adults back into education

  • Understanding Customer Pricing

  • Affinities Partner

  • Competitor Mystery Shopping

  • New Expert Information Product

  • Staff Surveys

  • Strategic Brand Development

  • Cathedral Visitor Survey

  • Prototype Evaluation

  • Benchmarking Mystery Shopping

  • Visitor Survey

  • Revitalising Existing Brand

  • Plasterboard Packaging Research

  • Multi-national Usage & Attitude Survey

  • Mixed Media Advertising Analysis

  • Financial Brand Satisfaction Tracking

  • Sentencers' Satisfaction Survey

  • Tourism Focus Groups

  • Adult Home Care Tracking Product Development

  • Public Consultation - Waste

  • Trade-off Pricing Research

  • Audience Development Plan

  • Housing Scheme Test

  • Brand Development

  • International Satisfaction & Development

  • Understanding the Sales Journey Experience from both sides

  • Comms testing alongside NPD

  • Marketing consultancy for direct insurance

  • Development of the Direct Offering

  • Developing marketing materials for new products

  • Public Consultation - Council Tax

  • Understanding Attrition

  • Loyalty Scheme

  • Representative panel building

  • Reader Satisfaction

  • Compliance Mystery Shopping

  • Luxury In-store Display

  • Brand Development & Product Screening

  • Driving business growth

  • International Competitor Mystery Shopping

  • Service Delivery Mystery Shopping

  • Understanding Local Business Needs

  • Brand Image Research

  • Website Development

  • Help Desk Mystery Shopping

  • Communication: New and existing financial products

  • Sports Facility Survey

  • Broker Relationship Survey

  • Understanding the use of Temporary Labour

  • Product Development using Ethnography

  • Satisfaction Survey (Housing)

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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