Posts Tagged ‘Customer Satisfaction Surveys’

Posts Tagged ‘Customer Satisfaction Surveys’

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.”

How much data do I need for my research project?

This is a common question we get asked, and one that needs careful consideration because talking to the right number of people or getting a significant number of people to answer your survey is vital to the statistical reliability of your research.

But how do you know how many respondents are enough? How big does a sample need to be in order to accurately reflect the attitudes / opinions of a population / the group of people who you want to understand?

Firstly, it is vital to establish who your population is: if you were doing an all-inclusive employee survey – this would be the entire workforce. If you wanted to find out how and why people use public parks in a particular city, your population would be the number of residents of that specific city.

Once you have figured out your population size, the next step is to consider how certain you need to be that the answers you collect reflect the views of the population as a whole.

In all of our surveys, we specifically consider statistical reliability of the sample size and use confidence levels and intervals.

‘Confidence interval’ is the plus-or-minus figure usually reported in newspaper or television opinion poll results. For example, if you use a confidence interval of 4 and 47% percent of your sample picks an answer you can be “sure” that if you had asked the question of the entire relevant population between 43% (47% – 4%) and 51% (47% + 4%) would have picked that answer.

The ‘confidence level’ is the likelihood of the sample accurately reflecting your population. A 95% confidence level means that if you were to repeat a sample of the same population you would get the same results 95% of the time – This is the most commonly used confidence level and if used, you can therefore say you are 95% certain (plus or minus the confidence level, as above) that the results are true of your whole population.

So how big does the data sample need to be?

This handy little table shows you a rough guide:

Sample size table

As you can see the calculation is not proportionally linear and there is a point when populations in excess of one million will generate the same sample size. At Mackman, we make certain you have the correct sample size for your research, so if you have a research project you would like to discuss, please get in touch.

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.

 

Electrical Oil Services Customer Perception Survey

Tom Lowcock and Andy Davies (EOSL) with Amanda (Mackman Researcher)

Tom Lowcock and Andy Davies (EOS) with Amanda (Mackman Researcher)

The Mackman team are working in collaboration with EOS to provide a strategic marketing plan for the company and the customer survey is the beginning of this substantial project.

As part of the EOS contract, Mackman Research designed a questionnaire, carried out telephone interviews, an online survey, analysed the information and prepared a findings report with detailed recommendations.

Mackman researchers contacted EOS customers in managerial, operational and technical roles to take part in the research, which looked at improvements, competitors and customer satisfaction ratings.

EOS, Sales Manager, Andy Bartram praised the work carried out by Mackman researchers and said it was “a great piece of work which confirms feelings we have had about the business and this data is invaluable in substantiating this information. This evidence will help EOS improve and make precise business decisions for the future.”

Sara Cullis, Research Client Lead said, “Our research proved that EOS has a dedicated customer base with a certain amount of control in the market place. It is clear that EOS is considered the market leader for the supply of reclaimed insulating oil, with customers describing them as ‘Professional’, ‘Reliable’ and ‘Efficient’. We are looking forward to building upon the thorough research findings to help EOS develop and implement future advances for their business.”

Customer Satisfaction Survey – Mixed Methodology

Background

Specflue is the UK’s number one supplier of flue, chimney and renewable energy solutions, based in Sudbury Suffolk and Honiton, Devon. The business was founded in 1992 as an independent company, with the guiding principles of innovation, the provision of top class products and outstanding service. These elements allowed Specflue to grow into a leader in its sector.

Mackman Research was commissioned to conduct a benchmark customer satisfaction survey on behalf of Specflue. The study was carried out to help Specflue improve the overall quality of customer service. The aim was to gain more insight into current service levels, identifying strengths and weaknesses to help Specflue implement changes to foster competitive advantage and ascertain future development requirements to enable them to further grow their business.

Approach

In collaboration with Specflue managers, Mackman Research designed a questionnaire based on the objectives, to help assess and measure the level of customer service provision across different commercial sectors and all areas of their day-to-day business. Clients were invited by a letter from the National Sales Manager of Specflue to take part in the survey. Specflue provided a large contacts database containing information which was subsequently used to subdivide data by business area and location.

Specflue provided individual contact details. Survey participation was in the form of a telephone interview, lasting approximately six minutes with a Mackman researcher. In addition, customers who were unobtainable by telephone and had a valid email address supplied, were invited to take part through an online version of the survey. The survey consisted of closed questions and open questions. Numerous attempts were made to book a convenient time to conduct the survey with as many contacts as possible in the six week time scale.

Results

From Specflue’s customer population, the research achieved a confidence level of 95% and a confidence interval of +/- 5.49%.

There was a positive response to Specflue’s customer satisfaction survey with a higher number of contributors than estimated in the set timescale. Mackman Research achieved 25% above the target response rate. It is very clear that Specflue have a loyal customer base who trade with them because of the quality of service they receive. The overall results for Specflue demonstrate excellent levels of service for their industry sector and highlighted areas where further improvement can be made. Mackman Research identified a number of key areas for development and recommended activities to influence customer satisfaction going forward. The study also informed Specflue about potential future developments for the business and provided competitor information.

Specflue

Customer Satisfaction – Postal Survey

Background

Sure Start Hyndburn Children's Centres offer services, information and advice to families with children aged under five years old, across five centres within Accrington, Lancashire. Mackman Research was commissioned to survey households on behalf of Sure Start Hyndburn. The survey was based around customer satisfaction, knowledge of services and perceptions of Sure Start Hyndburn. The survey aimed to identify needs gaps in their services, the level of public awareness of Sure Start Hyndburn’s services: what services are currently being accessed and by whom.

Approach

A postal questionnaire was used to survey households. The questionnaire used was based upon one used previously in a similar survey in 2007 and 2005. Following the completion of the questionnaire design, as per Sure Start Hyndburn’s requirements, a survey package was put together and forwarded to Sure Start Hyndburn. Each package included a questionnaire with covering letter and a pre-paid return envelope. All survey packages were sent directly from Sure Start Hyndburn’s premises. Each questionnaire was given an identification number that was assigned to an individual potential respondent. Identification numbers enabled a second batch of questionnaires to be sent out avoiding delivery to those households that had already completed the questionnaire.

Completed questionnaires were received over a number of weeks. Responses were entered onto a data sheet. Comments and written responses were recorded as they appeared with no changes made to the use of language, grammar or punctuation. Results were analysed and cross-tabulated according to the relevance and significance of information.

Results

A total of 1943 households were targeted and sent a questionnaire. 226 respondents took part. This achieved a confidence level of 95% and a confidence interval of +/- 6%. The survey consisted of 41 closed questions, with an opportunity to comment.

The vast majority of respondents were female. Where feasible, question responses were cross referenced with age group and ethnicity and background. Percentages and figures throughout the survey analysis reflected the ethnicity and nationality of the Sure Start Hyndburn users and there was no indication of any one group being particularly dissatisfied or excluded.

 

SSHlogo

Customer satisfaction research is a wrap

Anson

Anson

Mackman Research has successfully delivered the results of a client satisfaction survey on behalf of Cambridgeshire food packaging experts, Anson. In keeping with its company mission to provide excellent customer service, Anson was keen to discover how well they are doing in meeting customer expectations. The study was carried out to help Anson improve the overall quality of customer service and to identify potential future developments for the business.

The expert team at Mackman Research undertook the important project using telephone interviews, while also providing an online version of the survey for participants who preferred this convenient way of completing the questionnaire.

Libby Coe, Business Manager at Anson, was really pleased with the findings and said, 'We were very pleased with the results that our customer survey produced. Mackman steered us through the experience effortlessly and professionally, offering expert advice at every opportunity. We will definitely be carrying out annual customer surveys moving forward and look forward to working with Mackman again.'

Gemma Mackman, Research Director for Mackman Research, says 'We are seeing more clients putting customer service at the top of their agendas because they see excellent customer satisfaction as part of their strategy for long term growth. We help clients to design a questionnaire which meets all their objectives and delivers meaningful results which they can then use to make informed decisions and act to drive the company forward.

For more information on Anson, follow this link to visit their website. To find out what Mackman Research could do for your business, get in touch here or give us a call on 01787 388038

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!

Mackman Research Success

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.'


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