Customer Satisfaction Buyers' Guide
sponsored by Ipsos MORI
sponsored by Ipsos MORI
Munrowww.munroglobal.net Philosophy
FDS International provides a full range of market research services to public- and private- sector clients, including central government, telecoms, utilities and transport sectors. Through multi-modal customer, social and business research methods, FDS helps clients increase profitability, improve service delivery and build long-term customer loyalty. Maven Research is one of the ten largest agencies in the UK for continuous research. Maven focuses on customer satisfaction and employee engagement research within the automotive, financial services and business services sectors. Maven is renowned for its web-based research methods and innovative real-time reporting solutions, which have been employed by a number of blue-chip clients in the consumer and B2B sectors. Measures B2B and B2C:
Survey methods B2B and B2C: Munro has a number of methodologies to suit your business; they do not have to remain exclusive from each other. In reality, multimodal data collection often enhances response rates.
Frequency of fieldwork Munro can recommend a suggested fieldwork approach for all projects dependent on the nature of the market and the client’s needs. Factors taken into account include the following:
Reporting Reporting methods depend on clients’ preferences. Munro can offer reporting on a monthly/quarterly cycle or provide real-time reporting over a web-based platform. Reports can be of a paper-based format, electronic, faceto-face presentation, web-based or mixture. Sampling B2B and B2C: Sampling is based on the client’s requirements. The general approach is a simple random or stratified sample with a default sampling error of +/-5@95% confidence limits, based on likely levels of agreement on service satisfaction. Munro has extensive experience in cleansing data, as well as experience in utilising partners and sample houses to provide external lists. Specialisation B2B and B2C: Munro specialises in a range research services spanning a number of industries. FDS specialises in the services sector across B2B and B2C, working within telecom, utilities, publishing, education, environmental and governmental agencies. It also runs the annual CompariSat survey, which helps clients to benchmark the performance of their organisations against best practices within their own industry, and against market leaders in other UK industries. Maven specialises in running continuous customer satisfaction and employee engagement programmes within the automotive, utilities, manufacturing/construction/rail and financial industries. Some of Munro’s clients include Citroën UK, Mercedes-Benz UK, Lloyds TSB, BT, Serco, Ministry for Justice, DWP, the Home Office, Carbon Trust and British Gas.
Experience No. of execs with experience in Customer Loyalty Management: 35 Maven has worked in this field for over 15 years, while FDS has been involved in customer satisfaction research since 1972. All research projects are led by research directors. Other special features
International availability FDS is the UK member of IriS, a global network of independent MR agencies supplying customer satisfaction in 29 countries across the globe, including the US, China and Western Europe. |  Contact details Richard Hepburn Munro Global Hill House, Highgate Hill, London N19 5NA Tel + 44 (0)20 7272 7766 Email info@munroglobal.net www.munroglobal.net | ||||||||||||||||||||||||||||||||||
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