Customer Satisfaction Survey

Mackman Research has a proven track record of delivering customer satisfaction survey projects to market leading organisations. Our customer satisfaction team specialise in business to business customer satisfaction survey interviews to senior executives. We deliver customer satisfaction surveys of the highest level ensuring that your customers are treated in a manner befitting their status.

Our customer satisfaction survey methodologies include face to face, telephone, online (web), and postal. We always pay particular attention to verbatim responses provided during customer satisfaction survey interviews.

Our customer satisfaction survey services are “low volume and extremely high quality”.

The most effective customer satisfaction survey will 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 project 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.

Why You Should Outsource A Customer Satisfaction Survey

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

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

Telephone Interviews

Telephone interviews were once considered an inferior substitute to face to face surveys. Today telephone interviews are a widely used method of gathering survey data including the monitoring of customer satisfaction survey levels. Mackman Research specialises in low volume, high quality telephone interviews to senior executives and use them effectively for customer satisfaction survey studies. We do not operate a call centre operation but instead have a small number of very skilled phone researchers. We encourage you to have direct contact with the phone interviewers working on your project.

Mackman Research Approach

We treat every project individually and not a templated one product fits all approach. Our tailored research services ensure that results are statistically sound and relevant to the needs of the customer that has commissioned them. Careful consideration is given to the research methods employed and we will often use a blended approach. All market research projects are managed by a Senior Market Researcher or Company Director and are conducted following strict ethical guidelines as laid down by the Market Research Society (MRS).