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Customer Satisfaction Research

Testimonials

We enlisted the support of the Mackman Group to help provide a solution to a customer questionnaire problem, which arose due to an unprecedented level of response. The questionnaire had been sent out with a twice yearly magazine we produce to approximately 15,000 readers and we received 1,400 back. These were paper questionnaires and we quickly realised that the time and skills needed to input and analyse this data was not on hand within the organisation. Bearing this in mind we decided to look for a reputable agency that could help us deal with this effectively on a pro-bono basis, as we didn’t have funds available to enable us to cover the cost for this work.

The team at Mackman Group stepped up and managed to provide us with an online data management tool, which provided our admin team with a tailored method for inputting data quickly and easily and would allow for the data to be managed and worked accordingly. Not only did Mackman do this, but they worked to produce the insight and data from the questionnaire, which we needed and was in reality the most important part of the exercise.

The responses we’ve had have been fantastic, and mainly from frail older people in Suffolk, who need extra support and assistance to live independently. Not only has the exercise helped us understand the needs of older people in the county better, but it also raised some important questions, which will help our organisation drive forward new ideas in the future.

Jonathan Skermer
Age Concern

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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).

Customer Satisfaction Research Links

Customer Satisfaction Surveys

Customer Satisfaction Survey

Customer Satisfaction Survey FAQ’s

Customer Satisfaction Survey Incentives

Customer Satisfaction Survey Process

Customer Satisfaction Survey Questionnaire

Customer Satisfaction Survey Response Rates

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