Customer Satisfaction Research

Mackman Research is a customer satisfaction research specialist based on the Essex Suffolk border with easy links to London, Cambridgeshire & Norfolk.

Our tailored customer satisfaction research methodologies include face-to-face interviews, telephone interviews, online surveys, and postal surveys.

The most effective customer satisfaction research makes important up front considerations about objectives, methodology, questionnaire design, timescales, analysis, reporting methods, and incentives. We lead you through the customer satisfaction research process ensuring that your organisation maximises the benefit of tailored customer satisfaction research.

Although the process of conducting customer satisfaction research can be therapeutic in itself it is the post-survey analysis, response and action that will ultimately determine how useful and effective the customer satisfaction research process has been. Particular attention is paid to verbatim commentary whilst conducting customer satisfaction research interviews.

Outsourcing the task of conducting customer satisfaction research to a specialist third party has numerous benefits:

1. It eliminates bias or the potential to be accused of bias

2. Response rates increase making the research more statistically sound

3. Respondents are more inclined to give frank responses

Customer loyalty research can also be a great public relations exercise. All Mackman Research customer satisfaction research is conducted following strict ethical guidelines as laid down by the Market Research Society (MRS).