Customer Satisfaction Survey

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“At Oil Analysis Laboratories, we understand the importance of delivering independent, reliable, and accurate data to maintain customer satisfaction. That’s why we trust Leading Edge for our customer surveys, ensuring both our clients and we are consistently pleased with the results.”

Managing Director, Oil Analysis Laboratories
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Leading Edge have been working with us for a number of years, and provide a first class service when it comes to our Voice of Customer and NPS research. They accommodate the different requirements of our varied business units without a problem. Would happily recommend as they are a pleasure to deal with.

Reporting Lead, Severn Trent Services
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We have worked with Leading Edge for 7 years now.  When you are employing a company to talk to your customers you need to trust implicitly that they always act in a completely professional manner.  Leading Edge have always done this and their communication with us as a business is first class.

Business Development Manager, Severn Trent Retail and Utility Services
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Leading Edge carried out a customer survey on our behalf including the measurement of the net promoter score. The survey was across a number of product and customer groups which added to the complexity of the process. The team at Leading Edge were very supportive and helpful throughout the process and the final report has contributed well to our business planning.

Director, Flooring Manufacturer
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Leading Edge has been carrying out customer satisfaction surveys and measurement of net promoter scores for us on a continual basis for around 12 years. We are very happy with the quality of work, meeting of deadlines and customer liaison. The output enables us to identify areas where we need to improve and also service areas where we excel. I would be happy to recommend them to other companies.

Marketing Manager, Severn Trent Services
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We’ve managed our own customer satisfaction surveys for many years with results remaining fairly static to falling. Leading Edge took all the hassle away from the process, provided a professional one on one service which resulted in improved client engagement and culminated in a comprehensive and meaningful report with benchmarking score, enabling us focus on key improvement opportunities.

Group Quality Manager, Robertson FM
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The findings from the report enabled the MCRMA to agree a forward strategy to enable us to develop new opportunities within the industry.

Director, Metal Cladding & Roofing Manufacturers Association
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I was impressed with the analysis and how Leading Edge presented the results of this benchmarking project. I will be communicating the findings across my team to help drive service improvements.

Commercial Manager, Devon NHS
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Working with Chris and the team on our customer satisfaction surveys has been invaluable. To be able to get real feedback from our customers in a simple to understand format with insightful verbatim comments has allowed us to continue to improve our service and really focus on what matters to the people we serve on our contract.

Contract Lead, Oren Environmental
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Leading Edge have assisted STGP in the delivery of our quarterly Customer Survey for over 2 years. We continue to be impressed with their interactions with our customer base, the quality of their final reports and the confidential manner of their undertakings.

Commercial Director, Severn Trent Green Power
At Leading Edge, we specialise in conducting customer satisfaction and benchmarking surveys in our key industries of construction, building products and environmental & energy. Offering a comprehensive approach to understanding and improving your customer service, we will assist you in defining your objectives and guide you through choosing metrics such as Customer Satisfaction Score (CSAT) and Customer Effort Score (CES).

We’ve been working with our clients and their customers for over 35 years and estimate we have totalled more than 500 customer satisfaction projects! With this experience, Leading Edge is well equipped for benchmarking projects and measuring customer service levels and satisfaction. We also have an extensive databank of highly effective survey questions ensuring your survey will have a mix of open-ended and closed-ended questions resulting in you obtaining valuable insights into your customer satisfaction.

Our Approach to Customer Satisfaction and Benchmarking Surveys in the Construction and Environmental Sectors

Our approach typically involves collecting feedback over the phone because, in our experience, it’s those comments we collect that in addition to the scores which really add the weight to the research. We analyse these to identify trends so that you can initiate the most effective customer service improvement plans, benchmark your performance against your competitors and identify areas for improvements within your organisation. Many clients work with us on long-term tracking programs to measure changes over time, repeated every 6, 21, or 24 months.

However you want to approach your customer satisfaction survey, a well-designed customer satisfaction research program can help you achieve the following…

  • How to keep customers, boosting revenues
  • How to improve loyalty, reducing your reliance on high customer acquisition costs to grow the business
  • How the business is performing against internal and industry-wide benchmarks
  • What your customers’ unmet needs and wants are
  • Where your business needs to improve, we know we can deliver a wide range of benefits using real data from your customers
  • How you stack up against competitors, providing a benchmark for your performance
  • What are your competitors' strengths and weaknesses, offering strategic insights to capitalize on market opportunities
By clicking download, you agree to be added to the Leading Edge customer database and agree that Leading Edge may contact you by email. You can opt-out at any time by contacting us.
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By clicking download, you agree to be added to the Leading Edge customer database and agree that Leading Edge may contact you by email. You can opt-out at any time by contacting us.