Market Research Services

Satisfaction Surveys

The measurement of satisfaction is absolutely essential to a customer focused business strategy. Satisfaction engenders loyalty, which improves profitability. Satisfied customers are far more likely to buy again and to recommend others to do so. Measuring satisfaction through dedicated research goes far beyond other measures such as sales volume and value, market share and internal performance indicators.

It is…

-          An absolute business necessity in an increasingly competitive environment

-          An accurate snapshot to assess whether your current business operations are on track and where they need improving

-          A rich source of knowledge to feed organisational change in planning, implementation and control

-          A barometer on changing customer requirements, which can otherwise be lost in the delivery of existing services and products

-          A valuable tool to improve your customers' disposition to an organisation, simply because you actually ask … and listen to them.

The first step in working together on a project is to define the sample and implement a survey to measure your performance in the areas of importance to your customers. If necessary, this process can be pre-empted with a thorough exploration of your customers' requirements through a qualitative customer needs analysis project.

Whoever your “customer” is we’ll provide a completely personalised and tailored solution that will capture what they truly think of your company’s products, people, service and performance. “Customers” can come from any point in the value chain - be they end customers, retailers, wholesalers or even internal customers and suppliers.

Customer satisfaction measurement projects can be conducted to assist you in your attainment and retention of quality standards or just as part of your ongoing business and marketing processes.

Competitor Evaluation

The perceptions of the market regarding your competitors' offerings will embrace the perceived quality of their products and/or services, their service levels, the relationships they engender and the associated costs. Typically, we will establish the sample’s reasons for choosing a particular supplier at the outset, why they are loyal and what would criteria make them switch. A thorough analysis of the findings will be complemented by strategic recommendations that address exactly what you need to do to compete effectively and where you can gain ground through exploiting your competitors’ weaknesses.

You’ll also be provided with competitor data that will enable you to characterise your market position and challenges.

Mystery Shopping

Mystery shopping is most commonly associated with the retail environment and business-to-consumer interchanges. However, we focus on business-to-business interchanges and only offering mystery shopping by telephone. Listening and documenting the quality of service offered by your frontline staff to your customers using carefully determined questionnaires and detailed narratives we can accurately quantify 

-          Product knowledge

-          Service delivery

-          Compliance with company policy e.g. up sell or cross sell activities

You’ll be able to improve your service through specific feedback from your customer’s perspective. This service is offered and delivered in accordance with the MRS guidelines on mystery shopping.

Lost Sales Analysis

You’ve heard the old adage that “it takes ten times as much effort to win a new customer than it takes to keep an existing one” and it is so true. That is why so much emphasis is placed on our customer satisfaction studies. However, sometimes “the finger slips off the pulse” and customers choose an alternative supplier or they just stop working with you. When this happens you need to know why and what it will take to win back the business. Often, an impartial third party, such as DMC Associates & JEM Sales and Marketing, will get more depth and honesty to reasons why you have lost their business and what can be done about it through guaranteeing the respondent anonymity.