Customer Satisfaction & Perception Survey – Electrical Oil Services (EOS)

EOS is the UK’s leading supplier of recycled and unused electrical insulating oils and associated site services, based at Stanlow, near Ellesmere Port in Cheshire, from where they serve the whole of the UK. The Mackman team was commissioned to provide a strategic marketing plan for the company and the customer survey was the foundation to this project.

The study was carried out to help EOS gain more insight into its current service levels, identifying strengths and weaknesses to help EOS implement changes to foster competitive advantage. In collaboration with EOS, Mackman Research designed a questionnaire on behalf of the company. The survey questions were in relation to EOS’s customer satisfaction provision but also asked questions about the perception of the company brand, competitors and use of the company website.

The Client

Showcasing a groundbreaking market leader

In an industry that is often portrayed in a negative light, especially with regards to its impact on the environment, EOS bucked that trend by being environmentally conscientious. Their innovative processes include recycling and cleansing oil that in some instances is over 50 years old. Their new branding needed to illustrate their commitment to the environment, differentiate them from their competitors, and appeal to their customer groups.

Clients were invited by a letter from the Sales Manager of EOS to take part in the survey. EOS provided the customer contacts database which contained a mix of email and telephone information. Survey participation was either in the form of a telephone interview or an online survey. The telephone interviews lasted approximately six minutes with a Mackman researcher.

The Challenge

Numerous attempts were made to book a convenient time to conduct the survey with as many contacts as possible in the five week calling period, and customers were sent email reminders to encourage them to take part and to notify them of the closing date of the customer satisfaction survey.

Our Process

Creating a brand for the future

Clients were invited by a letter from the Sales Manager of EOS to take part in the survey. EOS provided the customer contacts database which contained a mix of email and telephone information. Survey participation was either in the form of a telephone interview or an online survey. The telephone interviews lasted approximately six minutes with a Mackman researcher.

Mackman Research analysed the data from the mixed collection survey and prepared a findings report with detailed recommendations based on the outcome. From EOS’s customer population, the research achieved a confidence level of 95% and a confidence interval of +/- 7.48%. It was clearly evident that EOS has a dedicated customer base who considers them to be the market leader for the supply of reclaimed insulating oil.