Customer Service Research

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

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

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

Although the process of conducting customer service 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 service research process has been. Particular attention is paid to verbatim commentary whilst conducting customer service research interviews.

Outsourcing the task of conducting customer service 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 customer service research more statistically sound

3. Respondents are more inclined to give frank responses

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