Maven

Customer Satisfaction Buyers' Guide
sponsored by Ipsos MORI

www.maven.co.uk

Philosophy
Maven is a Munro Global company and our philosophy towards satisfaction is shared at group level. 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 currently run programmes for approximately 50 large organisations, ranging from large continuous projects interviewing 2,000 customers a month to much smaller studies of 50 overall.

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

offering you a multi-modal data collection approach to meet the needs of your customers
identifying the key issues that you should track on an ongoing basis
producing actionable reporting outputs
highlighting key drivers of satisfaction
demonstrating proven methods to enhance satisfaction scores with internal and external customers.

We provide a fully project managed service that offers a flexible and friendly service, with support from the wider group.

Distinctive features
Customer satisfaction is our core business, which we continuously evaluate and enhance:

fully multi-modal data collection suite
bespoke online reporting
a toolkit of products and services offering flexibility for your business
Maven PZB Gap Analysis – measures performance ‘gaps’ and expectation levels in your market
Maven CSI – ongoing measurement of key indicators directly related to your business
diagnostics – an approach to understand dissatisfiers and ‘diagnose’ key issues for action
key driver analysis.

Measures
B2B and B2C:

Gap Analysis – expectation and performance measurements^*
Customer Satisfaction Indexes (CSI)^*
Value mapping
Brand research^*
Stakeholder research
Key driver analysis^*
Loyalty measures including Net Promoter score^*
Mystery shopping

These are understood and measured using a combination of qualitative and quantitative techniques. We consider those measures marked with an asterisk as particularly important.

Survey methods
B2B and B2C:

Telephone (CATI)
Online (WAPI)
Email
Mystery shopping
Executive depth interviews
Focus groups
Postal
Face to face
Depth interviews

Frequency of fieldwork
For all projects we will recommend the suggested approach for fieldwork and reporting based on a number of factors:

your research objectives
the size of your customer base and its segmentation
the frequency of contact you have with your customers.

Using Nebu software technology and the capabilities of our programming team, we are able to offer multi-modal data collection and real time web reporting. This allows clients access to results where daily input is essential for the assessment of fast-moving business initiatives.

Reporting (personal presentation)
Reporting methods are dependent on the nature of the research and the client preferences. Maven can provide reporting in paper format, electronic report, purpose-built web reporting, face-to-face presentation or a mixture of these as per client requirements.

Sampling
B2B and B2C: Sampling is usually based on a simple random or stratified sampling approach. As a default we recommend a sampling error of +/-5 @ 95% confidence limits, based on likely levels of agreement on service satisfaction. Generally either customer databases or commercially available databases are used for sampling. For B2B web-based panel providers can be used and for B2C our Munro Clarity panel is able to provide UK and international snapshots.

Specialisation
B2B and B2C: We are customer satisfaction and employee engagement specialists. Our business spans many industry sectors, but our client base predominantly spans:

Automotive - e.g. Citroen UK, Mercedes-Benz, Chrysler-Jeep

Utilities - e.g. British Gas Residential, National Grid

Manufacturing/construction/rail - e.g. Hanson, Balfour Beatty

Employee Research - e.g. Lloyds TSB, Sanofi Aventis

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

Experience
No. of execs with experience in CSM: 15

Maven Research has been involved in customer satisfaction research studies for more than 15 years. Every research project we undertake is managed by a dedicated team who have previous experience and knowledge within the client sector. Each project account is overseen by a Research Director.

Other special features
Maven Research has extensive experience in the creation and maintenance of client websites for real-time reporting. Many of these are used for ongoing measurements of satisfaction and often have a direct correlation to bonus schemes for employees.

Maven also provides an outsourced call centre service for a large client to support the management of customer queries and complaints.

International availability
In conjunction with our parent company, Munro Global, we are able to offer international customer satisfaction research across 25 countries throughout the world, including the US and China.

Contact details
Glyn Luckett

Maven Research
Old Bank House,
39 High Street
High Wycombe,
Bucks,
HP11 2AG

Tel +44 (0)1494 688400
Fax +44 (0)1494 527739
Email gluckett@maven.co.uk

www.maven.co.uk