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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

  • Development of the Direct Offering

  • Global Advertising Campaign

  • Website Development

  • Engaging adults back into education

  • Cathedral Visitor Survey

  • Competitor Mystery Shopping

  • Sports Facility Survey

  • Public Consultation - Council Tax

  • Comms testing alongside NPD

  • Service Delivery Mystery Shopping

  • Mixed Media Advertising Analysis

  • Revitalising Existing Brand

  • Understanding Customer Pricing

  • Plasterboard Packaging Research

  • Driving business growth

  • Understanding the use of Temporary Labour

  • Brand Development

  • Brand Image Research

  • Adult Home Care Tracking Product Development

  • Product Development using Ethnography

  • Benchmarking Mystery Shopping

  • Satisfaction Survey (Housing)

  • Brand Development & Product Screening

  • Audience Development Plan

  • Compliance Mystery Shopping

  • Affinities Partner

  • Prototype Evaluation

  • Housing Scheme Test

  • Understanding Local Business Needs

  • Marketing consultancy for direct insurance

  • Representative panel building

  • Strategic Brand Development

  • Financial Brand Satisfaction Tracking

  • Trade-off Pricing Research

  • Understanding the Sales Journey Experience from both sides

  • Luxury In-store Display

  • Broker Relationship Survey

  • Understanding Attrition

  • Staff Surveys

  • International Competitor Mystery Shopping

  • Public Consultation - Waste

  • Developing marketing materials for new products

  • Reader Satisfaction

  • New Expert Information Product

  • Sentencers' Satisfaction Survey

  • Help Desk Mystery Shopping

  • Loyalty Scheme

  • Multi-national Usage & Attitude Survey

  • Visitor Survey

  • Communication: New and existing financial products

  • Tourism Focus Groups

  • International Satisfaction & Development

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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