Assessing levels of customer satisfaction with the services of an independent charity.
Examples of our Work - Charity and Voluntary Market Research
Background
This national charity wished to understand how satisfied customers who had benefited from their assistance were with the help they had received and whether any improvements to the service could be suggested.
Objectives
The main objectives for the research were:
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To establish the level of customer satisfaction with the services currently provided
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To understand whether satisfaction levels differed by type of customer
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To understand the reasons for satisfaction or dissatisfaction
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To identify which aspects of the service could be improved and in what manner
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To establish interest in a number of possible new services
Methodology
In total 750 interviews were conducted by telephone amongst current and recent customers, each taking approximately 10–15 minutes to complete. The sample was designed to allow separate reporting for a number of sub-samples and results were weighted to reflect the true importance of each group.
Outcome
The results demonstrated that the charity had high levels of customer satisfaction overall. However, some respects in which performance could be improved were identified and interest was expressed in several possible new services.
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