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

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

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

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

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

Outsourcing the task of conducting customer service research 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 customer service research more statistically sound

3. Respondents are more inclined to give frank responses

Customer service research can also be a great public relations exercise.  All Mackman Research customer service research is conducted following strict ethical guidelines as laid down by the Market Research Society (MRS).

Customer Service Research 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

Mystery Shopping