Customer Satisfaction Surveys

Regular customer satisfaction surveys can have a hugely positive impact upon any organisation.

Mackman Research is a business to business (b2b) customer satisfaction survey specialist. Our customer satisfaction satisfaction survey methodologies include face to face, telephone, online, and postal.

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

Although the process of conducting a customer satisfaction survey 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 survey process has been. Particular attention is paid to verbatim commentary whilst conducting customer satisfaction survey interviews.

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

It eliminates bias or the potential to be accused of bias
Response rates increase making the survey more statistically sound
Respondents are more inclined to give frank responses

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