Clear Thinking IT Solutions - Customer Satisfaction Survey

Mackman Research were approached by Clear Thinking Solutions with a request for a small-scale customer satisfaction survey to be conducted under a tight timeframe.

"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."

Stuart Oldham, Managing Director - Clear Thinking IT Solutions

The Research Project

• Based in Essex, Clear Thinking Solutions offer a range of IT services including technical support, security, communications, and professional services.
• Clear Thinking Solutions approached Mackman Research seeking insight into their customers’ experiences and satisfaction with their services, through a small-scale survey with ten of their most valued customers.

Research Aims

• Clear Thinking Solutions wished to understand their customers’ experiences with the services provided, as well as identify potential areas for innovation or new services to introduce.
• The client wanted to hear from a select few of their key customers, in order to receive insightful feedback from those most affected by the company’s services.

Research Design & Methodology

A survey was developed incorporating 11 refined key questions, with the intention of focusing on truly informative and actionable insight. These semi-structured questions were presented openly to customers to allow free-form discussion, while still providing quantifiable findings for the client.

Data collection was conducted via telephone due to the requirement to gain in-depth feedback from a very small sample of customers, as this would ensure the possibility for open discussion and honesty.

Customer Satisfaction Survey Results

• Due to tight timescales, the project was conducted within 4 weeks, including 2 weeks of telephone-based data collection. All ten customers participated after several rounds of contact, including invitations via email to book a time slot for a phone call.
• A brief report was produced, providing clear summaries of the research findings and highlighting the excellent feedback provided by Clear Thinking Solutions’ customers.