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

Mackman Research is a customer satisfaction specialist based on the Essex Suffolk border with easy links to London, Cambridgeshire & Norfolk.

Our tailored customer satisfaction survey methodologies include face-to-face interviews, telephone interviews, online surveys, and postal surveys.

The most effective customer satisfaction surveys make important up front considerations about objectives, methodology, questionnaire design, timescales, analysis, reporting methods, and incentives. We lead you through the customer survey process ensuring that your organisation maximises the benefit of tailored customer satisfaction research.

Although the process of conducting customer satisfaction surveys can be therapeutic in itself it is the post-survey analysis, response and action that will ultimately determine how useful and effective the customer satisfaction research process has been. Particular attention is paid to verbatim commentary whilst conducting customer satisfaction surveys.

Why You Should Outsource Customer Satisfaction Surveys

Outsourcing the task of conducting customer satisfaction surveys to a specialist third party has numerous benefits:

  1. It eliminates bias or the potential to be accused of bias
  2. Response rates increase making the survey more statistically sound
  3. Respondents are more inclined to give frank responses

Satisfaction surveys can also be a great public relations exercise.  All Mackman Research customer satisfaction surveys are conducted following strict ethical guidelines as laid down by the Market Research Society (MRS).

Telephone Interviews

Telephone interviews were once considered an inferior substitute to face to face surveys.  Today telephone interviews are a widely used method of gathering survey data including the monitoring of customer satisfaction levels. Mackman Research specialises in low volume, high quality telephone interviews to senior executives and use them effectively for customer satisfaction studies.  We do not operate a call centre operation but instead have a small number of  very skilled phone researchers.  We encourage you to have direct contact with the phone interviewers working on your project.

Mackman Research Approach

We treat every project individually and not a templated one product fits all approach. Our tailored research services ensure that results are statistically sound and relevant to the needs of the customer that has commissioned them. Careful consideration is given to the research methods employed and we will often use a blended approach.  All market research projects are managed by a Senior Market Researcher or Company Director and are conducted following strict ethical guidelines as laid down by the Market Research Society (MRS).

Customer Satisfaction Links

Customer Satisfaction Surveys

Customer Satisfaction Survey

Customer Satisfaction Survey FAQ’s

Customer Satisfaction Survey Incentives

Customer Satisfaction Survey Process

Customer Satisfaction Survey Questionnaire

Customer Satisfaction Survey Response Rates

Getting Customer Satisfaction Surveys Completed

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