We’ve raised a cuppa in celebration to a job well done after successfully completing a research project for tea giant Twinings for the fifth year running.

Mackman Research, based in Station Rd, Sudbury, interviewed key international wholesale buyers on behalf of Twinings. The survey measured overall satisfaction levels of customers and their experience of dealing with Twinings’ international customer services. Questions were based around customer satisfaction and perceptions of Twinings’ international customer services. As well as offering a prize incentive, Twinings donated money to Save the Children for each completed questionnaire.

Twinings’ international customer services manager, Sharlene Moffitt, praised the work of Mackman Research and said, ‘Mackman has worked professionally at all times, enabling clear presentation of the results to identify key trends and areas for growth and improvement of the Customer Services team now and in the future.’ She added the work had ‘proved to be an invaluable tool for helping Twinings shape the future of the Customer Services we deliver.’

Starting life as a small, family firm, Mackman Research is recognised nationally as a research leader, specialising in creating and undertaking customer satisfaction surveys for ‘top end’ clients. Experts at the firm devised the methodology, designed the questionnaire, built a secure web portal to collect the data, analysed the information and provided a findings report. Twinings will use the findings to inform their decisions and company practise.

Gemma Mackman, Research Director of Mackman Research, part of Mackman Group, says, ‘We are really proud to include Twinings in our list of clients and enjoy working with Sharlene and her team.’

Gemma added, ‘Customer service is high on people’s agendas because it is a key way to differentiate yourselves from your competitors. Leading firms are using surveys like this as part of their growth strategy and they want to outsource to a specialist.’

Comments are closed.