Measuring Customer Satisfaction

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

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

The most effective surveys measuring customer satisfaction 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 measuring customer satisfaction.

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 measuring customer satisfaction 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).

Tailored Measurement of Customer Satisfaction

Tailored research services are a scientific approach to conducting sample surveys that focuses on reducing the four sources of survey error:

Coverage
Sampling
Nonresponse
Measurement

Our tailored research services approach has led us to develop a set of solid survey processes that underpin all our research projects. Central to this approach is the requirement that a research specialist determines the correct research method or research methods for any particular project. Our innovative research design and research methodologies inform decision-making.

Specialising in tailored research services has led us to develop survey procedures that build positive social exchange and encourage response by taking into consideration elements such as: