Research Staff

To have a theory is not enough. For businesses any decision making should be based on evidence - not guess work

Gemma Mackman Research Director


We are proud that Mackman constantly contributes to the well-being of our community by giving services and time.

Amanda Ansell Researcher


Our business is all about collaboration and long term relationships with clients, colleagues and suppliers. Working this way with a focus on shared goals and values ensures that together we grow.

Paul Mackman Managing Director


There's a great buzz in the office, with everybody striving for excellence and improvement.

Merv Royce Financial Controller


Working at Mackman is varied and fast paced. It is a rewarding role working alongside like minded people.

Abi Mackman Researcher


Everyday we're met with real challenges, which is a part of what I love about Mackman – it's just so satisfying to be able to solve problems head on, supported by a terrific team.

James Royce Digital Lead

Customer Satisfaction Questionnaire

Questionnaire Design

It is crucial that the customer satisfaction questionnaire is designed in a way that is sympathetic to analysis. Question running order should flow and be divided into subject matter to avoid participant confusion and questionnaire fatigue.

Questionnaire Length

In addition the customer satisfaction questionnaire should not be too long, and should avoid the use of too many open-ended questions that may take additional time to answer and to analyse. We recommend no more than two open ended questions that allow for free commentary. Further open-ended questions can be used that only require single phrase answers.

Beware Use Of Leading Questions

The use of leading questions and language is not ethical, it will load responses and appear suspicious to satisfaction survey subjects. A leading customer satisfaction question removes truthful reporting and effectively makes the customer satisfaction research null and void.

Use A Specialist Questionnaire Designer

Gemma Mackman our Research Director is a highly experienced customer satisfaction questionnaire designer who will create a survey that meets with your objectives whilst taking in to consideration all aspects of questionnaire design. We will advise you on question wording, content, length and placement in order to get the maximum amount of information out of your customer satisfaction survey.

Customer Satisfaction Survey Links

Customer Satisfaction Surveys

Customer Satisfaction Survey

Customer Satisfaction Survey FAQ’s

Customer Satisfaction Survey Incentives

Customer Satisfaction Survey Process

Customer Satisfaction Survey Response Rates

Getting Customer Satisfaction Surveys Completed

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