At DJS Research Ltd we offer bespoke services. We have no ‘off-the shelf’ packages to sell, we look at each project with a fresh pair of eyes – including how we go about conducting customer satisfaction research. However, we normally recommend a two stage approach:

In addition, on most customer satisfaction projects we look to:

• Define customer service
• Measure customer expectations
• Measure customer perceptions
• Identify gaps between expectations and perceptions
• Identify priorities for improvement
• Monitor performance overtime

When conducting your customer satisfaction research we have experience of utilising a number of methodologies, including in-depth interviews (face to face or telephone), group discussions, on-street interviews, telephone interviews, online research and self-completion surveys (e.g. postal surveys).

After listening to your requirements, we would recommend the most appropriate customer satisfaction research methodology in order to meet your objectives. 

Your customer satisfaction research project will be conducted by a Senior Consultant (a researcher with at least 12 years experience) from start to finish. They will have hands on involvement at all stages of the research, including attending all meetings, set up, topic guide/questionnaire design, conducting the majority, if not all of the qualitative fieldwork, project management, analysis and reporting.

At the analysis and reporting stage, we believe our value-added analytical approach (utilising techniques such as factor analysis, cluster analysis, key driver analysis, regression etc...) is a major competitive advantage. This basically means transforming the data into clear, concise and actionable information which you can use!

If you have a customer satisfaction research project in mind, feel free to get in touch. We would be happy to put forward a research proposal or discuss more informally how you could progress things. You can call us on +44 (0)1663-732721 or contact us through our online form: contact us.

Why not sign-up to our Customer Satisfaction Survey Newsletter, and receive periodic emails regarding our latest news.