With offices in Suffolk, Devon and West Yorkshire, Specflue is one of the UK's leading suppliers of flue, chimney and renewable heat products, supplying the UK market since 1992. The Mackman Research team delivered two annual benchmark surveys for Specflue.
Specflue recognises the evolving relationship it has with its customers and the important implications and outlook this has for the company. By conducting a benchmark survey and listening to what its customers are saying for the second year, the company can measure customer expectations across the whole customer experience and recognise shifts in behaviour.
The survey was conducted using a mixed methodology (online and telephone). There was an excellent response from Specflue customers: Mackman researchers achieved a better than forecast participation rate in the six week collection period (27% more responses than predicted). This result achieved a confidence level of 95% and a confidence interval of 5.38%. With nearly 300 participants contributing to the survey, this high response is again testament to the close relationship Specflue has with its customers.
“It has been an honour to work with Specflue again this year because they truly understand how they can improve business performance by continually gathering insight from their customers.”Dr. Gemma Mackman, Researcher Director - Mackman Research
There is a lot of information here for us to go away and digest, but this insight gives us the assistance we need to inform future business decisions and meet changing customer expectations.Phil Lowe, Head of Sales and Marketing - Specflue
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