Customer Satisfaction Market Research
Brandspeak are an experienced customer satisfaction market research agency with over 20 years in the industry
Customer Satisfaction is Always Important
As a B2C or B2B organisation operating in a highly competitive market place you will already understand the importance of building customer satisfaction and loyalty.
But did you know:
82% of customers have stopped doing business with a company because of poor customer service.
Brandspeak is a specialist customer satisfaction market research agency. On behalf of our clients we measure customer satisfaction and loyalty. We track these metrics over time so you can monitor how your customers think you’re performing.
What is Customer Satisfaction Market Research?
Brandspeak conducts customer satisfaction research using qualitative or quantitative techniques, and / or social media listening. The ultimate purpose of customer satisfaction research is to provide the brand with the understanding necessary to identify;
- Where the brand is providing levels of customer experience that may be harming its competitiveness and ability to acquire or retain customers
- The different causes of that dissatisfaction and the remedial actions required as a minimum to improve customer satisfaction to acceptable levels
- The key benchmarks and metrics with which to monitor levels of customer satisfaction over time
- Individual touchpoints and issues responsible for depressing satisfaction levels.
- The impact of those issues on potential purchase and loyalty through brand research
- The solutions required to address underlying customer experience issues – to the satisfaction of the customer and within budget
- The customer experience issues that have a disproportionately positive effect on satisfaction metrics.
Find Out What Your Customers Value Most
By delivering all of the above we can also tell you a lot about your customers’ attitudes to customer service and brand experience delivery.
We can tell you what they value most so you know where to invest in experience delivery.
We’ll tell you if there are areas of customer experience delivery where you can actually afford to scale back investment without affecting satisfaction levels.
Our approach to customer satisfaction and loyalty assessment covers both digital and non-digital environments.
Depending on your requirements, we may use online customer satisfaction surveys, phone interviews and intercepts, to determine overall levels of satisfaction and loyalty.
Or we may use auto-ethnography, accompanied shops web-assisted surfs or depth interviews to deep-dive on elements of the overall experience, to provide further diagnosis.
Get in Touch
Brandspeak are experts in customer satisfaction measurement. If we can help you, or if you just want to chat through your own brand’s situation, please get in touch or call: +44 (0) 203 858 0052
Our Market Research Toolkit
We have an extensive range of market research tools, each of which falls in to one of the four categories shown here.
What Clients Say About Our Agency
- I have worked with Brandspeak for some time now as a supplier, writing content such as blogs and articles. You can tell a lot about a company by how it treats suppliers - especially freelancers. Jeremy is unfailingly thoughtful and responsive, gives detailed, clear and easy to follow briefs, always gives feedback and - the holy grail for freelancers - pays super fast. Overall, a pleasure to work for.
- Judith Staig
- Brandspeak are a highly professional research agency. As a supplier they are welcoming, easy to work with and always appreciative of the services I supply. I look forward to continuing our enjoyable, working relationship in the future.
- Sarah Taylor
- TEAKI LTD
- Brandspeak is an absolute pleasure to work with! I’ve collaborated with them on a few projects for online research for their clients. The experience they bring to each and every project is very thorough, and their survey design work is very well put together. Looking forward to many more projects with the folks at Brandspeak!
- Ann Spelman
- Professional & friendly with a great team to support your research needs!
- Lauren Williams
- We worked with Brandspeak on a brand awareness project and we were extremely pleased the quality of service and the process. They understood the complexity of the briefs and ask plenty of questions to make sure they fully understand the objectives. They interacted with all levels of people in our business and understood the differences within the market and suggested ways to tie the research together so it was still comparable. The results were delivered with easy to digest summaries that could be used across the business. We would highly recommend using them
- Steven Hughes
- Regatta Ltd
- Brandspeak are fantastic to work with. They listened to our brief carefully, understood exactly what was required, then got cracking. They delivered exactly what we were after, presenting to us often complex data in an easy-to-understand fashion, enabling us to take the work forward and really make use out of it. Mark in particular was amazing to work alongside, and I wouldn't hesitate to recommend both him and Brandspeak in the future. Thank you!
- Sam Heague
- Extracover Limited
- Brandspeak were very helpful through this project. With regular check ins with the team to finesse the brief, through to consistent communication during the research and results delivered promptly, I can't fault the team. The results have been helpful in shaping the future of our brand strategy
- Harry
- Brandspeak are fantastic to work with. They listened to our brief carefully, understood exactly what was required, then got cracking. They delivered exactly what we were after, presenting to us often complex data in an easy-to-understand fashion, enabling us to take the work forward and really make use out of it. Mark in particular was amazing to work alongside, and I wouldn't hesitate to recommend both him and Brandspeak in the future
- Zego
- Brandspeak were very helpful through this project. With regular check ins with the team to finesse the brief, through to consistent communication during the research and results delivered promptly, I can't fault the team. The results have been helpful in shaping the future of our brand strategy
- Lifestory
- We worked with Brandspeak on a brand awareness project and we were extremely pleased the quality of service and the process. They understood the complexity of the briefs and ask plenty of questions to make sure they fully understand the objectives. They interacted with all levels of people in our business and understood the differences within the market and suggested ways to tie the research together so it was still comparable. The results were delivered with easy to digest summaries that could be used across the business. We would highly recommend using them
- Regatta Outdoors
- We've used Brandspeak for a number of projects over the years and have always found them a great font of knowledge and a great team to work with on consumer insights and data. Their work has been incredibly valuable to us and we'd have no hesitation working with them again in the future
- Dairy UK
- Brandspeak are a fantastic market research partner. They tackle briefs head on and ask plenty of questions to make sure they fully understand the objectives, as well as challenge anything that could impact the quality of the research. They're good storytellers and presenters so it's very easy to understand their findings and share further with stakeholders. Would highly recommend.
- Samantha Neville
- Communications & Engagement Manager | NHS
- We asked support for the Campaign Evaluation Research of our TVCM campaign. They organized and prepared everything on time, and we could get the necessary information as requested. Thanks to them, we could learn a lot of things and could improve our future marketing strategies. We are looking forward to working with them again!
- Tomoki Kawai
- Marketing Manger | Kikkoman
- Brandspeak were a pleasure to work with. They're extremely helpful and professional and truly experts in everything they do. They were able to help us and provide valuable knowledge throughout the entire process, from helping curate survey questions, carrying out the research and feeding back the results in a clear and proficient way, all with exceptional communication. Thank you Mark Bagnall and the Brandspeak team. Would recommend and definitely use again.
- Grace Hughes
- Blink
- Working with Jeremy from Brandspeak has opened my eyes to how powerful good quality quantitative data can be to inform and drive better business decisions.
- Adrian Chatterton
- UK Product Manager, Spine & Orthobiologics, Stryker
- We worked with Brandspeak on some qualitative research for a significant redesign of our products and our brandmark. Their approach was extremely professional, they took the time to clearly understand the brief and overall were very informed in the world of research. I wouldn’t hesitate to recommend them or use them again in the future.
- Victoria Leigh-Pearson
- Director, Group Sales & Marketing, John Ross Jr (Aberdeen) Ltd/Coln Valley Smokery Ltd/PR Foods
- It is always a pleasure – and a relief! – to work with researchers who get the whole thing – effortlessly… a heartfelt thanks.
- DLKW
- From their initial proposal they displayed an understanding of financial services and a clarity of thinking that made them stand out. Since then they have consistently delivered to demanding timescales. But what really sets them apart are their actionable and business focused recommendations which give them the credibility to influence senior internal stakeholders. I have really enjoyed working with them and look forward to doing so again.
- Leading life and pensions provider
- From the moment I contacted Brandspeak I can't thank Jeremy and his team enough. Offering a professional approach they took the time and effort to make the whole process easy and effortless. I highly recommend Brandspeak and look forward to working with them again in the future.
- Verity Kimber
- EU Transition Manager, SHOTT Beverages
- Brandspeak helped us with getting invaluable market insights! They showed great flexibility and professionalism throughout the entire process and provided us exactly with the results we needed. I would recommend working with Brandspeak to anyone and anytime.
- Tom Suberg
- IT Project Manager at J.H. Tönnjes E.A.S.T. GmbH & Co. KG
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