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Twinings Renews Customer Satisfaction Survey Contract

August 21st, 2008

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Twinings Awards International Customer Satisfaction Survey Contract

Twinings Awards International Customer Satisfaction Survey Contract

A tea giant has raised a cuppa to a Suffolk-based research firm for its "exemplary" work.

Mackman Research, of Sudbury, has secured a second contract to carry out an online international customer satisfaction survey for Twinings after successfully completing a similar exercise last year. Twinings' international customer services manager, Helen Shaw, praised the work carried out by the company and said it had helped the tea company "proactively improve" its customer service management. 'We have worked closely with Mackman Research to initially scope then deliver customer satisfaction surveys on our behalf. At all times we have found their knowledge, research and expertise exemplary," she said.

As part of the Twinings contract, Mackman Research devised the methodology, designed the questionnnaire, built a secure web portal to collect the data, analysed the information and prepared a findings report. It contacted Twinings' trade customers internationally for feedback. Research director Gemma Mackman said: "We are really proud to include Twinings in our list of clients and enjoy working with Helen and her team. We hope to continue the work next year when we can start trending from three years' data."