Mackman Research is delighted to have worked with Sudbury based Specflue to complete a bench mark customer satisfaction survey. The study took part at the end of the summer and was commissioned by Specflue to understand and improve the overall quality of customer services at the company. Mackman Research designed a questionnaire on behalf of the company, to help assess and measure the level of customer service provision.
To achieve the highest response rate possible, we used a mixed methodology. Primarily a telephone survey combined with the support of an online survey. There was an encouraging response to the survey and in the six week calling period our researchers achieved 25% more than the target number of responses. Specflue project manager, Maria Marston-Fuller said, “In our initial meetings Mackman showed that they understood our business and what we were trying to achieve. As a company we had never outsourced our customer satisfaction surveys before and wanted to ensure we got it right. We felt confident that Mackman would help us achieve this. I also liked the thought of working with a local company; having a company close to hand in case of any issues. I would not hesitate to work with Mackman again.”
If you are thinking about conducting a customer satisfaction survey, please contact us at customerservice@mackman.co.uk or telephone 01787 3788038
Dr Gemma Mackman
Research Director
Dr Gemma Mackman is co-founder and Research Director of the Mackman Group. Her professional career has given her a broad knowledge of business practices, an appreciation of good customer service and experience of a diverse range of sectors. Gemma is also a member of the Market Research Society and has completed research training provided by the Economic and Social Research Council.
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