Posts Tagged ‘Business Market Research’

Posts Tagged ‘Business Market Research’

Customer Satisfaction Survey – Mixed Methodology

EOS-Lorry

Background

EOS is the UK’s leading supplier of recycled and unused electrical insulating oils and associated site services, based at Stanlow, near Ellesmere Port in Cheshire, from where they serve the whole of the UK . The Mackman team was commissioned to provide a strategic marketing plan for the company and the customer survey was the foundation to this project. The study was carried out to help EOS gain more insight into its current service levels, identifying strengths and weaknesses to help EOS implement changes to foster competitive advantage.

Approach

In collaboration with EOS, Mackman Research designed a questionnaire on behalf of the company. The survey questions were in relation to EOS’s customer service provision but also asked questions about the perception of the company brand, competitors and use of the company website. Clients were invited by a letter from the Sales Manager of EOS to take part in the survey. EOS provided the customer contacts database which contained a mix of email and telephone information. Survey participation was either in the form of a telephone interview or an online survey. The telephone interviews lasted approximately six minutes with a Mackman researcher. Numerous attempts were made to book a convenient time to conduct the survey with as many contacts as possible in the five week calling period, and customers were sent email reminders to encourage them to take part and to notify them of the closing date of the survey.

Results

Mackman Research analysed the data from the mixed collection survey and prepared a findings report with detailed recommendations based on the outcome. From EOS’s customer population, the research achieved a confidence level of 95% and a confidence interval of +/- 7.48%. It was clearly evident that EOS has a dedicated customer base who considers them to be the market leader for the supply of reclaimed insulating oil. The customer satisfaction results for EOS demonstrated first-rate levels of service for their industry sector and highlighted areas where further improvement can be made. The study has informed EOS about potential future developments for the business and provided competitor information. The information gathered was also used to inform a re-brand of EOS Ltd which includes logo and strapline design.

 

Bench mark customer survey results for Specflue

Specflue

The Mackman Research team is delighted to have delivered the year on year bench mark customer survey results to Specflue, this month.

With offices in Suffolk, Devon and West Yorkshire, Specflue is one of the UK’s leading suppliers of flue, chimney and renewable heat products, supplying the UK market since 1992.

Specflue recognises the evolving relationship it has with its customers and the important implications and outlook this has for the company. By conducting a bench mark survey and listening to what its customers are saying for the second year, Specflue can measure customer expectations across the whole customer experience and recognise shifts in behaviour.

The survey was conducted using a mixed methodology (online and telephone). There was an excellent response from Specflue customers: Mackman researchers achieved a better than forecast participation rate in the six week collection period (27% more responses than predicted). This result achieved a confidence level of 95% and a confidence interval of 5.38%. With nearly 300 participants contributing to the survey, this high response is again testament to the close relationship Specflue has with its customers.

Gemma Mackman, Mackman Research Director said, “It has been an honour to work with Specflue again this year because they truly understand how they can improve business performance by continually gathering insight from their customers.” Phil Lowe, Head of Sales and Marketing at Specflue was pleased with the in depth report saying, “There is a lot of information here for us to go away and digest, but this insight gives us the assistance we need to inform future business decisions and meet changing customer expectations.”

New MRS Code of Conduct

The Market Research Society (MRS) has launched and updated a new edition of their Code of Conduct, which will come in to effect on 1st September 2014, and is relevant for market, social and opinion research. The Code is significant to the research industry because it underpins ethical research, best practice guidance, legal instruction and ‘exists to protect the entire research supply chain’. With the fast revolutionising research market facing questions about the collection and use of personal data, the MRS Code of Conduct is crucial in helping to protect and regulate first-rate research practice. This gives everyone concerned greater assurance in research from the research providers who adhere to the Code, through to buyers and research participants.

Jane Frost, the Chief Executive of MRS, has said: “The UK research sector is worth more than £3bn and it’s growing. The emergence of massive datasets and the public’s concern around privacy are just two examples of challenges to the sector that didn’t exist ten years ago, let alone sixty. The updated Code is the bedrock on which this sector will continue to flourish - it ensures that research is legal, ethical and transparent, and that is critical to customer and consumer trust.”

Our research director, Gemma Mackman, is a member of the MRS and thus all research carried out by Mackman Research , whether business to business, social, online, telephone, qualitative or quantitative, is executed in accordance with with the rules and regulations.

Our researchers also conform to the Code and follow strict procedures. We are always direct with our introductions when conducting research on behalf of our clients and offer an explanation as to why we are conducting the research. All responses are collected in a strictly confidential manner and in such instance both clients and participants remain anonymous throughout and breaches of confidence do not occur under any circumstances.

 

Keeping research respectful – MRS clamp down on sugging

MRS

CEO of the MRS, Jane Frost has made it clear that there must be a division between what ethical research is and what direct marketing is. Research gets an unfortunate name from a few baddies in the industry who disguise the work they do as customer research. They are often a product marketer falsely pretending to be a market researcher conducting a survey, when in truth they are merely attempting to sell a product. Jane clearly states that we must protect the public from whom research draws its business from, or the whole of the industry gets tarred with the same brush. “Sugging has a direct impact on trust in the handling of data and thus response rates, fundamental to the health of the research sector”.

*Sugging denotes “selling under the guise of research” 

As a result of this activity, MRS has set up a new sugging hotline. This has been established for people to report on questionable use of research as a cover for other activities. You can read more about the MRS challenging the companies who carry out this bad practice, by clicking here.

You can be reassured that at Mackman, our researchers adhere to appropriate research working methods. We specialise in non-prescriptive, quality, and ethical research. Our research director, Gemma Mackman, is a member of the MRS and we abide by a strict set of rules and guidelines outlined by the organisation. We are always direct with our introductions when conducting research on behalf of our clients and offer an explanation as to why we are conducting the research. All responses are collected in a strictly confidential manner and in such instance both clients and participants remain anonymous throughout and breaches of confidence do not occur under any circumstances. Our methods also conform to the legal requirements as stated in the Data Protection Act 1998.

Find out more about our customer research here…

Perception Survey – Face to Face Interviews

Background

Jaffe Porte Crossick LLP is a London based company. The firm is a commercial and private client practice covering a whole spectrum of business matters as well as an individual’s legal affairs. Mackman Research was commissioned by Jaffe Porte Crossick LLP Solicitors to conduct a survey with 100 iPod Nano users. The research was necessary for a private client’s official case.

Approach

All 100 interviews were conducted face-to-face in a town centre location in Essex. Members of the public were approached at random and only those familiar with Ipod Nano 3G, 4G or 5G were invited to be interviewed. 6 short closed questions were asked in order to determine the main function use and perceived function of the iPod Nano. In addition respondents were asked for their gender and age group. All open verbatim responses were recorded with accuracy and word-for-word as the research was to be used in a legal case.

Results

100 respondents completed the survey within the time-scale, representing a 100% response rate. The survey consisted of 6 closed questions with good opportunity to comment. The research provided the client with the necessary information to achieve a successful win for their case.

 

Perception Survey

 

 

 

 

 

 

Researching web personas

The Mackman Research team have been collaborating with the strategy and communications teams this month to develop a set of in-depth questions which will form the basis of our refreshed web persona questionnaire process. Mackman create smart websites that are built on a knowing and understanding of who the website users are, listening to what they need and what they want to get from the website as a whole. By keeping content, design and technical choices centred on this audience, the site will continue to develop with their interests and needs in mind.

We conduct user persona research in the early stages of every website project to determine and understand these audience groups. From this data gathering we start to build a picture of the primary and secondary website users and the research team can in turn create fictional web personas based on main client users of a website.

Through doing this, we identify characteristics and functionality that inform the content strategy and design of the site. We are able to create an infrastructure and tone of voice that supports users with different goals and abilities. Rather than thinking that the whole world is your audience and sending out blanket messages, the process of creating web personas helps our clients think strategically about the different needs of their various audience groups and how their website needs to cater for these categories of people. For more information about our research or web development processes, give us a call on 01787 388038, or email customerservice@mackmangroup.co.uk.

Researching web personas




Business Market Research – Telephone Interviews

Background

Mackman Research was commissioned to survey small and medium sized enterprise (SME’s) business directors by Leoni Sceti Group, London. The purpose of the study was to explore the current funding environment for SME’s in the UK. Questions were designed to gain insight into and understand the relationship that SME’s have with their key relationship banks and the funding community at large.

Approach

Mackman Research was supplied with an initial questionnaire by the Leoni Sceti Group. From a purchased business contact list, a total of 155 respondents took part. Survey participation was in the form of a telephone interview, lasting approximately ten minutes with a researcher. A charity donation was offered as an incentive. Several respondents asked for the survey to be emailed: A live connection was set up, so company directors could answer the survey questions in their own time. The research achieved a confidence level of 95% and a confidence interval of +/- 7.87%, based on recent population figures for SME businesses in England.

Results

Conducted at a vital time when business leaders were looking for financial direction, the SME business research was a key study for Leoni Sceti. Importantly, the results showed there was a north / south split in the availability of funding, with companies in the north finding it much more difficult to secure funds from banks and / or equity investors. The business research also showed that although directors in the north have more frequent contact with their bank managers, they are much less satisfied with the service they receive.

Leoni Sceti Business Market Research

Moving on up…

Mackman Group new office, Sudbury, Suffolk

Mackman Group new office, Sudbury, Suffolk

With the Mackman team continually growing as demand for business increases, the company is moving into a bigger office. The company has acquired a new building in Sudbury, just down the road from the current premises.

The design and technical departments have moved into the new building already, with the marketing, research and publicity teams moving down later in the year. Being a bunch of creatives, everyone has plenty of ideas as to how the new space can be decorated!

This exciting news marks an important step forward for the Group as its steady and significant growth has enabled this move. The new building has plenty of office space, multiple meeting rooms, on site parking and a rose-filled outside space. Watch this space for news of a 'House Warming' party in the New Year!

Colchester Business Awards – Mackman's Mulitiple Success

On Friday night over 600 businesses gathered for the prestigious 2010 Colchester District Business Awards at Charter Hall. The Mackman Group attended along with a large number of our regional clients, all short-listed for a variety of awards. A pleasurable night was enjoyed by all and some also went home with a coveted award.

At Mackman Group we were very happy to see our Colchester clients Reeman Dansie awarded for “excellence in marketing”. This category win was particularly rewarding for the Mackman Group team as it was in recognition of all the marketing work undertaken on behalf of Reeman Dansie this year.

The Mackman Group was awarded the “business to business” category for the second time and our clients Training to Achieve also walked away with the “Education and Lifelong Learning” award.

Director Paul Mackman said “winning the business to business award is an achievement that all of our staff should be extremely proud of. Everyone in the team has pulled together more than ever to deliver outstanding work for clients and the business alike. This has directly resulted in the business continuing to grow through one of the most austere financial periods in recent times. I am really proud of our people and their achievements and this award publicly recognises all of their hard work.

I would also like to thank all of our clients for their continuing support and custom. We are fortunate to work for such pleasant, successful people and organisations. We received numerous messages of congratulations from clients following this award, testimony to our close working relationships.”


Paul Mackman meets with Thompson Reuters

Director Paul Mackman and IDCR Director Todd Landman met with the Thomson Reuters Foundation to move an exciting Human Rights project forward. The project known as “the Human Rights Atlas” will be an online human rights resource with information collated from multiple sources. The information and data on human rights commitments and human rights performance will be made available through a user-friendly web interface.

Thomson Reuters is a world news media corporation and the Thomson Reuters Foundation has a number of complementary knowledge products related to humanitarian crises, emergency situations, conflicts and human rights law. The Foundation is a joint member of The Westminster Consortium on Parliamentary Strengthening of which the IDCR is also a part. Landman and Mackman are developing strategies to maximise the visibility and impact of the Atlas and the initial responses from the Foundation were highly positive.

The Mackman Group are official partners in the project alongside the IDCR and the University of Essex.


TinyButStrong Error when merging block [Array] : unsupported variable type : 'NULL'.