Customer Satisfaction

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

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

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 survey process ensuring that your organisation maximises the benefit of tailored customer satisfaction research.

Although the process of conducting customer satisfaction surveys 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 surveys.

Why You Should Outsource Customer Satisfaction Surveys

Outsourcing the task of conducting customer satisfaction surveys 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

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).

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 levels. Mackman Research specialises in low volume, high quality telephone interviews to senior executives and use them effectively for customer satisfaction 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).