herts fullstop

Customer Satisfaction Survey

About The Client

Herts FullStop has been working in partnership with Mackman Research since 2020. Each year, Mackman delivers a comprehensive satisfaction survey on behalf of Herts FullStop to track performance, gather customer feedback, and identify areas for improvement.

Herts FullStop is a trusted education supplier serving schools, academies, and early years providers across the UK. Known for its wide range of products, competitive pricing, and reliable service, Herts FullStop supports educational institutions with essential classroom and facility resources.

The Research Project

Mackman Research was commissioned to carry out Herts FullStop’s ninth annual Net Promoter Score (NPS) survey in 2025, alongside an extended customer insight survey. The objective was to evaluate loyalty, satisfaction, and customer preferences to inform continuous service improvements and guide product development—particularly in Special Educational Needs (SEN) provision.

Survey Feedback Results

Herts FullStop achieved a strong combined Net Promoter Score of 63.9, with the highest scores from customers outside Hertfordshire (County Supplies). The survey involved 684 respondents from three key customer groups—those within Hertfordshire, customers outside Hertfordshire, and County Supplies customers.

Research Aims & Objectives

The research aimed to benchmark customer satisfaction, uncover areas for improvement, and provide feedback on service delivery. Specifically, it explored perceptions of value, communication preferences, use of customer account managers, SEN product awareness, and digital versus physical catalogue use.

The Research Design & Methodology

An online survey was drafted for this year’s satisfaction survey, a combination of email invitations, embedded web links, and telephone follow-ups ensured broad reach and representation across customer types and organisation types. The data collected was analysed by customer segment and preference using cross-tabulation and sentiment coding.

Research Outcomes

The research has provided clear direction for enhancing digital support, improving account manager visibility, and increasing awareness of SEN products. It will help shape future communications and support strategic growth by reinforcing the brand’s strengths and addressing emerging customer needs.