Author Archive

Author Archive

Employee Survey – Telephone interviews

Background

The multinational energy company has assets based in the North Sea. UK-based assets include two platforms and a regional office. Across these locations, the company employs about 1,000 people in a diversity of roles including contractors from various employing companies. Mackman Research was commissioned to conduct a survey on behalf of the multinational energy company to provide in-depth insight into the satisfaction, engagement and motivation of employees.

Approach

Mackman Research designed a survey and employees were selected at random as part of a stratified sample to take part. Employees based on the platforms called in to the Mackman office to complete the survey over the phone with a Mackman researcher. Those based in the regional office were asked to schedule an interview time slot for a Mackman researcher to call them. The telephone interviews lasted between 15 minutes and 1 hour, depending on how much information the employee had to comment.

Results

192 employees took part in the survey which achieved a confidence level of 95% and a confidence interval of +/-4.6%. The results were split by the three locations and employing company. For verbatim, results were further grouped by either seniority (supervisor or individual contributor) or how long the employee had worked with the company. After evaluating the findings data from the survey, Mackman Research created a detailed report summing up the key findings. The comprehensive report has provided the client with a deeper level of understanding of employee satisfaction, motivation, and engagement and will help the multinational company establish strengths and weaknesses to implement a thorough internal strategy for change and motivation among the workforce.

Members Survey – Mixed Methodology

Background

The East of England Energy Group (EEEGR) is based in Great Yarmouth, Norfolk. The not-for-profit trade organisation provides membership to over 300 people in the region and offers new opportunities and knowledge to enable companies to strategically grow their businesses. Mackman Research was commissioned to conduct a survey on behalf of EEEGR. The research was carried out to help EEEGR understand whether they were currently following the correct strategy for their members; to establish any gaps in membership and to determine the future requirements of its associates. The members survey was essential for gaining insight into current perceptions of EEEGR and to make decisions about strategic changes necessary to deliver a better service.

Approach

In collaboration with EEEGR, Mackman Research designed a questionnaire for members to complete. Individuals were invited to participate by the General Manager at EEEGR. Participants were notified that the survey would be anonymous, and respondent details were only needed if they wanted their company to be entered into a prize draw to receive four tickets to the EEEGR Christmas Networking Dinner.

A mixed methodology using invitation by email (online survey) and telephone interview was used to contact all representatives. The telephone interviews lasted between 15 and 35 minutes, depending on how much information the member had to comment. The online version allowed customers to answer the survey questions in their own time.

Results

114 individuals took part in the survey which achieved a confidence level of 95% and a confidence interval of +/-7%. After evaluating the findings data from the mixed method survey, Mackman Research created a detailed report summing up the key findings and making suggestions based upon the results. The comprehensive report has supplied the client with insights as to how to improve on their membership benefits to ensure that they meet their mission of providing opportunities and knowledge, to enable member companies to strategically grow their businesses.

Net Promoter Score – Herts FullStop

Background

Herts FullStop is based in Welwyn Garden City, Hertfordshire. The company has over 60 years of experience in supplying goods and services to educational establishments, and their catalogue service has over 18,500 products which are delivered to customers across the country.

Mackman Research was commissioned to conduct Net Promoter Score (NPS) survey for two consecutive years on behalf of Herts FullStop. The research was carried out to help Herts FullStop understand how customers perceive the company’s performance and how it has changed over the last year. The NPS can gain insight into whether customers are likely to recommend Herts FullStop to a friend or colleague and, therefore, whether they are ambassadors for the company.

Approach

Mackman Research asked customers on a scale of 1 to 10, how likely they were to recommend the company to a friend or colleague. Those who answer between 1 and 6 are considered to be Detractors, 7 or 8 are Passives, and 9 or 10 are Promoters. Participants were invited by email with two follow up reminders. To increase the participation rate, telephone calls were also used to contact customers directly. Customers were split into those from Hertfordshire and those from outside Hertfordshire to ensure comparisons could take place between the results of different customer types. This approach was repeated a year later to track any changes in customer satisfaction over the year.

Results

In 2018, 99 participants took part in the survey and the benchmark NPS was calculated. This score is the result of taking the percentage of Detractors away from the percentage of Promoters. In 2019 the NPS of 155 participants was calculated and there was an increase from the previous year of +3. Interestingly, in 2019 the NPS trend differed between the two customer types. The customer research has provided insight into the satisfaction customers have with the products and services provided by Herts FullStop and how this has changed over the last year.