FDS International

Philosophy
FDS is a Munro Global company and our philosophy towards satisfaction is shared at group level. We believe that our approach to evaluating customer satisfaction is based on a dedication to working in partnership with our clients and a strong understanding of the research techniques applied within a business context.

We aim to understand your needs in conducting customer satisfaction and support you in the improvement of your customers’ experience.

Customer satisfaction research is our core business. We have specialist teams that work with our clients to produce bespoke satisfaction research programmes. We currently run programmes ranging from large continuous projects interviewing 16,000 customers a month to much smaller ad hoc studies where we may interview a total customer base of 50.

Ultimately, we get aim to get right to the heart of your customer and employee issues by:

• approach to meet the needs of your customers
• identifying the key issues that you should track on an ongoing basis
• producing actionable reporting measurements for the data and progress
• highlighting key drivers of satisfaction
• demonstrating proven methods to enhance satisfaction scores with internal and external customers
• offering you a skilled and enthusiastic team.

• CompariSat, our brand and customer satisfaction benchmarking database across private- and public-sector companies.
• Innovative fieldwork solutions across all channels, including face-to-face, CATI and online.
• Advanced sampling and sample management, data mining and market analytics.
• Bespoke survey design for every client.

• call centre, website/email contact and other contact points
• complaint handling/outcome
• helpline queries etc
• channels and partners.

• define and assess KPI improvements
• deliver corporate dashboards
• determine tactical and strategic customer solutions.

• Telephone/CATI
• Online/email
• Focus groups
• Executive depths (speciality for senior managers)
• Mystery shopping
• Multi-modal - to enhance response rates.

• Telephone/CATI
• Web including email
• Focus groups, depth interviews (or derivatives of)
• Workshops
• Mystery shopping
• Ethnography
• Online/email
• Deliberative polling
• Multi-modal – to enhance response rates.

• number and availability of customers
• frequency and breadth of contact between customer and service/product/client.

• continuous feedback with interviewing daily throughout year
• reporting through custom-built databases and online platforms
• formal reporting on monthly/quarterly cycle
• presentations on need and to the level clients require.

• stratified by customer segmentation group/usage patterns, etc
• extensive experience of cleaning data to provide useable sample
• also utilise partners and sample houses that provide external lists and panels.

• client customer databases
• call/email contact records
• list broker-provided databases including online panel
• quota sampling in/around customer outlets
• randomly generated telephone samples
• Clarity, Munro’s own panel for UK and international snapshots.

• Telecommunications: BT
• Utilities: npower, British Gas
• Publishing: Yell
• Education: TES
• Environmental services: Serco
• Central government and agencies: Home Office, DWP
• Government agencies: Identity and Passport Service

Modelling	B2B	B2C
Customer lifetime value modelling
Links with customer databases
Linking CSM to financial measures
Links to other stakeholder research
Linking data to other customer measures

• Client real-time monitoring.
• Strategic workshops to enhance communication of results.
• Competitor intelligence to support benchmarking.
• Client secure websites for reporting.