CUSTOMER SATISFACTION SURVEY
Customer satisfaction (CSAT) surveys are used to understand your customer’s satisfaction levels with your organization’s products, services, or experiences. This is one type of customer experience survey and can be used to gauge customers’ needs, understand problems with your products and/or services, or segment customers by their score. They often use rating scales to measure changes over time, and gain a deeper understanding of whether or not you’re meeting the customer’s expectations.
Customer satisfaction is at the core of human experience, reflecting our liking of a company’s business activities.
High levels of customer satisfaction (with pleasurable experiences) are strong predictors of customer and client retention, loyalty, and product repurchase. Data that answers why a customer or client enjoyed their experience helps the company recreate these experiences in the future. Effective businesses focus on creating and reinforcing pleasurable experiences so that they might retain existing customers and add new customers.
This makes use of the Qualitative and Quantitative research methods according to the need of the baseline survey under program/Project. The magnitude and time frame of the survey depends on the size and complexity of the project to be conducted. Expect a good base knowledge for your project when you involve MASRA to conduct the Baseline Survey.
MONITORING AND EVALUATION SERVICE
Monitoring and evaluation (M&E), a name made from two words (1. monitoring 2. evaluation) is a process that is employed to help in improving performance and achieve results in any project. Its main goal is to improve current and future management of outputs, outcomes and impact. It is mainly used to assess the performance of the projects, institutions and programs set up by governments and None-Governmental Organizations. It establishes links between the past, present and future actions.
Market and Social Research Africa does the monitoring and Evaluation exercise to evaluate processes managed by institutions in which the donors are interest in. M&E helps as the Donors’ financed activities, by an independent branch of the implementing organization, the project managers or implementing team themselves and/or by a private company need to be monitored to arcetain the progress and where to improve.
The credibility and objectivity of monitoring and evaluation reports depend very much on the independence of the evaluator or evaluating team in charge. Their expertise and independence is of major importance for the process to be successful. This is the reason why MASRA offers the services to different organization knowing the team has the needed expertise.
Social research attempts to create or validate theories through data collection and data analysis. In Social research we usually deal with social groups. We collect data, analyze information and formulate a report on our findings.
Through social research we discover the underlying concepts, cause and effect relationships of social issues; Gauge public opinions on a variety of issues ranging from political, social, to religious matters.
We use state-of-the-art equipment and modern computer packages in data processing and presentation in order to serve our clients better. Our research team comprises qualified Researchers, Statisticians, Social Scientists, Mathematicians and Computer Scientist. Having such an experienced team of professionals ensures the provision of accurate data and information.
We conduct Market Research which helps organizations to gather market intelligence regarding consumers’ opinions and the market trends. This enables clients to gauge consumers’ interest in new products and service offerings. When you trust us to conduct a consumer market research survey, you will be able to know: customers’ perception of your brand, product or service. The probability of current customers becoming repeat purchasers of your products or services. What your customers think of your competition. As such, you will be able to enhance your relationship with your current customers, increase retention and cultivate sales. In the long run, the research information will help you design suitable marketing and customer service strategies.
We conduct multi-disciplinary research into critical health policy and health-care delivery issues. This helps in determining the following among others: Environmental and behavioral determinants of disease. Effectiveness of health-care delivery systems in relation to people’s access to health care. Increasing challenges that disease and ill health are placing on our society. We also conduct needs assessment surveys on health care issues.
FOCUS GROUP DISCUSSIONS
This is a very effective data collection method that exploits group dynamics. A group of 6 to 10 respondents is chosen to discuss a set of topics pertaining to a particular social problem or product, at a central place. Market and Social Research Africa has the excellent expertise to do the right job on Focus Group Discussion, in case there is need in your institution.
This is secondary research whereby information is obtained from past research projects and relevant publications of all types.
This data collection method is used to evaluate services offered to consumers by service organizations. The respondents are interviewed after the service has been offered to them to establish the effectiveness of the service and the whole process.
Its one way of evaluating/ measuring certain activities within the organizations business premises as to whether quality standards are being met.
This method was borrowed from ethnography and usually requires more time period. With this method, the data collector takes roles in the environment being studied. The data collector records whatever is happening in the field.
INDIVIDUAL IN-DEPTH EXTENDED INTERVIEWS
A structured or semi structured questionnaire is used to guide an enumerator to interview a respondent. This technique is sometimes used on very sensitive issues/subjects like Reproductive Health and Sexuality. In most cases recording gadgets are used to capture data that assist during report writing
The following surveys would help organizations in a number of ways. Organization will be able
– To select the best Media Vehicle of Communication
– To know media vehicle distribution
– To know media vehicle audience
– To know advertising exposure and
– To know advertising consumption
RETAIL –SYNDICATED OR SHARED COST AUDIT
It is a type of research that measures consumer sales and other in-store observations/ activities like Point of Sales materials, Promotions e.t.c. MASRA collects data using either ODK, Survey CTO, KOBO Collect with the aid of Tablets and Smart Phones.
This is a systematic enumeration and registering information of predefined retail outlets within the selected area
This is a qualitative study that measures market awareness on
1. Radio and Television Advertisement
2. Electronic and print media
3. Outdoor advertising (posters, Signposts, Billboards)
Advertising is an expensive endeavor. The investment in adverting needs monitoring for several reasons: You need to know whether the quantity and quality of booked adverts really comes out as desired. Most media houses have a tendency of under delivering what you book or flighting your adverts at the wrong time, thereby missing your intended target audience. You also need to know what your competitors are doing in the market.
We offer complete communication package, from concept development, material production, brand/product activation, to media booking and placement. We have readily available communication experts who will assist you on your communication needs
Through Road Shows, we are able to activate products or brands across the country, thereby creating and enhancing an already existing market.
CUSTOMER CARE TRAINING
Training of service providers, who normally are the face of the service your organization offers, is good but it can be a waste of resources if front line staff is not properly monitored and evaluated. MASRA offers Mystery Customer Survey for service providers. Based on need assessment, as derived from the mystery survey reports, we provide training for various front line staff equipping them with the necessary knowledge on how to handle customers; ultimately making them favorable faces of an organization.