Customer Satisfaction Research: DJS Research Ltd
DJS Research Ltd is a UK Market Research Agency that specialises in conducting customer satisfaction research. The company has extensive experience in the area having run customer satisfaction projects for clients from a number of industry sectors.
All of the Directors (who run projects from start to finish) at DJS Research have over 13 years experience in the market research industry and a lot of their experience has been centred on measuring customer satisfaction. We are all of the school that by only measuring performance you only get part of the jigsaw. It is important to measure customer expectations to understand what their perceptions are based on. We have done this very successfully both qualitatively and quantitatively.
We design bespoke, robust, objective, independent and actionable customer satisfaction research. Results provide a clear steer on where to focus future improvements - identifying which actions will drive customer satisfaction and loyalty.
We are members of the Market Research Society (the main industry association within the UK), ESOMAR, AIMRI and BIG, which means all of our customer satisfaction research projects adhere to their quality standards. We are also registered under the data protection act.
The company prides itself on providing the same quality as a full service Market Research Agency but at affordable and value for money rates. For further information about DJS Research Ltd and to see how we are different from other customer satisfaction research agencies, please click here...
If you are looking for advice or help with a customer satisfaction research project, please contact us through our on-line web form, which can be found here or phone the company on: +44 (0)1663-732721
Further Information About Our Approach
We typically adopt the following customer satisfaction research approach:
We normally recommend an initial qualitative research stage with customers (e.g. 10-15 face to face interviews or a small number of group discussions). We look to:
- Identify which issues are of key importance and define expectations
- Explore other areas that are important, but not offered
- Understand language used by customers (to design a questionnaire for the main survey)
After this initial phase we tend to conduct a quantitative customer satisfaction research element with a larger number of customers (for example 300 telephone interviews). We look to:
- Understand priority areas for improvement
- Provide customer data on performance
- Provide data on the competitor’s performance
- Provide data on which areas of service are more likely to deliver loyalty (usually derived vs a score on loyalty)
We tend to advocate the use word based rating scales, rather than numerical rating scales, as we believe they are more actionable for our clients.
Whatever your requirements for research, we will guarantee that a Research Director will conduct your project from start to finish.
For more detailed information about DJS Research Ltd and the customer satisfaction research projects that we offer, please click here...
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