Mackman Research has helped us increase our understanding of our customers’ thoughts and future needs by conducting an annual satisfaction survey on our behalf.
Mackman Research has always been proactive in managing the survey. They have continued to show interest in the Twinings business, understanding how we work, our values and culture. This has helped to ensure the survey is structured and designed to reflect Twinings as a business. Each year we continue to meet with Mackman to discuss the previous year in Twinings and to amend and improve the survey to make sure it meets with the ever changing shape of the business. Mackman Research work with us with a personal approach and we have built up a good working relationship that has meant we have been able to work together in an open and honest way. Mackman take the time out to go through the results of the survey, to understand the reasons for some of the results we have obtained and to ensure that both Twinings and Mackman understand the results from a customer perspective, not just as a set of statistical figures.
In essence, Mackman Research provides an exemplary level of customer service to us. Their attention to detail and willingness to listen to our needs is extremely important to our company. They are prompt and efficient in the management of the survey and are dedicated to ensure that the information and final reports needed to communicate the results of the survey meet with our customers.