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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

  • Trade-off Pricing Research

  • Staff Surveys

  • Audience Development Plan

  • Understanding the use of Temporary Labour

  • Communication: New and existing financial products

  • Compliance Mystery Shopping

  • Luxury In-store Display

  • Engaging adults back into education

  • Public Consultation - Waste

  • Driving business growth

  • Service Delivery Mystery Shopping

  • Satisfaction Survey (Housing)

  • Sentencers' Satisfaction Survey

  • Website Development

  • Development of the Direct Offering

  • Developing marketing materials for new products

  • Loyalty Scheme

  • Reader Satisfaction

  • New Expert Information Product

  • Visitor Survey

  • Understanding Local Business Needs

  • Revitalising Existing Brand

  • Plasterboard Packaging Research

  • Help Desk Mystery Shopping

  • Affinities Partner

  • Global Advertising Campaign

  • International Competitor Mystery Shopping

  • Adult Home Care Tracking Product Development

  • Product Development using Ethnography

  • Benchmarking Mystery Shopping

  • Comms testing alongside NPD

  • Tourism Focus Groups

  • Understanding the Sales Journey Experience from both sides

  • Broker Relationship Survey

  • Cathedral Visitor Survey

  • Brand Image Research

  • Sports Facility Survey

  • Prototype Evaluation

  • Strategic Brand Development

  • Marketing consultancy for direct insurance

  • Multi-national Usage & Attitude Survey

  • Understanding Customer Pricing

  • Financial Brand Satisfaction Tracking

  • International Satisfaction & Development

  • Understanding Attrition

  • Public Consultation - Council Tax

  • Brand Development

  • Mixed Media Advertising Analysis

  • Competitor Mystery Shopping

  • Brand Development & Product Screening

  • Housing Scheme Test

  • Representative panel building

Contact Phoenix MRC

Telephone

+44 (0) 1242 256816

Email

info@phoenixmrc.co.uk

Location

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

Find us