Customer Satisfaction Survey

Customer Listening Project

Location: Essex

The Research Project

Mackman Research were approached by Clear Thinking Solutions with an urgent request to conduct a small-scale customer satisfaction survey under a tight deadline. The company wanted to gather meaningful feedback from its most valued clients to inform service development and reinforce its reputation for reliability.

The project involved surveying ten key clients to understand how Clear Thinking Solutions’ services were performing and where there might be room for improvement. Mackman completed the project in just four weeks, including two weeks of telephone-based data collection, ensuring a swift turnaround without compromising on quality or depth of insight.

Brand Facts

• Clear Thinking is a specialist IT support and consultancy provider based in Essex, serving SMEs across the South East and beyond.
• Founded with a focus on demystifying technology, the company offers jargon-free, strategic IT guidance tailored to each client’s needs.
• Their services include managed IT support, cloud migration, cybersecurity, backup and disaster recovery, and strategic consultancy.
• Clear Thinking is a Microsoft Silver Partner, giving clients access to trusted expertise across Microsoft 365 and Azure platforms.
• Known for their proactive approach, they offer 24/7 monitoring and responsive support to prevent issues before they impact operations.
• The company prides itself on long-term relationships, with many clients retaining their services for over a decade.
• Clear Thinking works closely with regulated industries such as legal, financial, and education sectors, ensuring compliance and data protection.

What The Client Says

We had a last-minute requirement for a customer satisfaction survey which the Mackman team were able to accommodate at very short notice and deliver with an extreme level of professionalism and flexibility. 5 Star service from start to finish.

Customer Feedback Survey Results

All ten participants completed the survey following personalised email invitations and follow-up calls. The final report provided a clear picture of customer satisfaction, with high praise for Clear Thinking Solutions’ service delivery, problem-solving ability, and communication style. Respondents consistently rated the business 4 or 5 stars across services such as IT support, cybersecurity, and cloud solutions. Comments highlighted the team’s responsiveness, their ability to resolve issues quickly, and the trust clients placed in their recommendations.

Research Aims

Clear Thinking Solutions aimed to better understand how their core clients experienced their services and to explore new opportunities for development. The goal was to gather honest, actionable insight from long-standing customers to help shape future business decisions.

The Research Design & Methodology

Mackman Research designed a short, focused telephone survey with eleven open-ended and scored questions. This semi-structured format allowed for both qualitative insights and measurable data, providing a rounded view of customer perceptions. Given the small sample size, telephone interviews were selected to enable open and detailed discussion, encouraging transparency and trust.

Customer Feedback Survey Outcomes

The results confirmed strong customer loyalty and satisfaction, with Clear Thinking Solutions consistently rated highly for reliability, technical expertise, and the ability to solve problems efficiently. Clients also appreciated the personal, responsive approach of the team and expressed trust in their long-term partnership. Some clients noted areas where the business could further improve, such as in frontline communication and quicker response to queries. Overall, the findings helped Clear Thinking Solutions validate their strengths while identifying clear next steps to refine their services even further.