Iain Wooster

Maven Research Ltd. is a full service market research agency specializing in measuring customer satisfaction and employee engagement to support your business objectives and challenges. Their applications help their clients to Measure and track customer satisfaction, Identify and priorities factors that drive customer loyalty, Better understand and develop employee engagement, Examine links from customer expectations back to employee behaviors, and Conduct all forms of ad-hoc research into your brand, products and services They use qualitative methods such as depth interviews and focus groups to determine and then measure, what different segments of your market expect and what is important to them. They then apply a quantitative approach to research the gap between their expectations and their perception of the service experience they receive from you and your competitors. Key priorities emerge from identifying those issues where your customers have high expectations and where a significant gap exists between their expectation and your performance. The clarity allows you to better target resources against those key performance gaps and measurable benchmark targets can then be set for on-going monitoring and understanding.