MRFGR uses customer surveys to understand what people value, where their experience falls short and whether they intend to return. We help with questionnaire design, reaching the relevant customers and collecting responses. The findings give you evidence to prioritise changes to your customer service or offer.
Hear your customer’s voice.
Online surveys are a vital resource when it comes to understanding your customer’s motivations and evaluating your performance. In short, they provide useful insights that you can act upon to effectively boost sales and exponentially increase business growth.
Knowing what your customer thinks, wants, needs, and everything in-between has never been more vital than it is today. Knowing these few, simple things can be the difference between a booming, successful business and one that struggles to meet targets. We can help you get there.
Planning customer satisfaction & loyalty
Build questions around the interactions, expectations and satisfaction measures you need to understand.
Choose the audience and survey format so the research reflects the customers and experiences in scope.
Compare feedback and agree how the findings should inform customer service and retention decisions.
Tell us which customers, services and touchpoints matter, and whether you have previous satisfaction measures to compare.
The experienced team at MRFGR can help you to craft superior quality questionnaires that will gather valuable feedback in a variety of formats, including: text, numerical, rating, ranking, array, multiple choice, amongst others (please contact the team for more details). The MRFGR survey platform offers formatting options to suit client’s presentational requirements and utilises sophisticated logic that responds to user-input, allowing for randomisation and predetermined question sets.
MRFGR has over 15 years of experience in constructing perfect online surveys to suit our client’s requirements. As part of the process our expert team will consider:
What to ask;
How to word it, and;
The insights you can gain from your responses.
Importantly, our considered approach will ensure you get the best response rate possible. Short, snappy and to the point, we’ll ensure you don’t make the same mistake as the other 95% out there who’s surveys are too long, too complicated, and generally ill thought out. Getting the data you need and getting more of it is the formula we stand by.
If you are running a customer satisfaction survey, our customer survey sample size calculator can help estimate how many completed responses you need for reliable results.
The MRFGR survey platform makes strides in accessibility so that every single one of your customers has an opportunity to give their opinions. Respondents can give feedback on their preferred device (Computer, Tablet, Mobile) and translation into multiple languages is available to ensure global interaction. We can engage with your customers in a variety of ways; email, text, call, face-to-face, or through our website, depending on the target audience or preference.
During data collection, MRFGR has a stringent authentication process that ensures fraudulent responses are removed from the survey pool so that you only receive valid data. Our checks are both automated (through algorithm and flat-lining checks) and also manually performed by dedicated members of the team. Delivering reliant and robust data to enforce your insights and findings is one of the main principles at the core of MRFGR’s Online Survey division.
Project examples
Waste and recycling services in West Yorkshire and East London needed direct feedback from residents. MRFGR collected more than 2,300 survey responses on accessibility, staff, cleanliness and the wider site experience.
Read case studyMRFGR clients
These organisations and the feedback below relate to MRFGR projects across our services.
Client feedback
Feedback from other MRFGR projects.
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Over the past year, we have had the pleasure of working with MRFGR on multiple projects, and we cannot recommend them highly enough.
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Their communication throughout our engagements has been excellent, always prompt and clear, which has greatly facilitated our processes.
The team at MRFGR, although small, is exceptionally knowledgeable and dedicated. Their expertise is evident in their ability to obtain high sample sizes and deliver well-published results. What sets them apart is how easily their findings are translated into actionable insights, ensuring that we can swiftly and effectively utilise the data.
Their speed of delivery is truly impressive. We consistently receive results in good time, which is crucial for our fast-paced operations. MRFGR has proven to be an invaluable partner, and their service has consistently exceeded our expectations.
For anyone in need of reliable, efficient, and insightful research services, MRFGR comes highly recommended.
MRFGR have been absolutely brilliant! The videos we have received from their respondents have been perfect - they clearly brief their people really well and you can tell from the content we receive. They give clear communication & are on hand to help at all times. We give them some crazy tight timelines and they turn things around for us so quickly and without stress - even when the respondents are coming from multiple countries.
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I highly recommend Matthew & Paul - they're fab!
When I phoned Matthew at MRFGR I was in a bit of a pickle. I needed to recruit 25 consultant paediatricians for telephone interviews (with minimal incentive) across 8 countries, two of which were non-English speaking. Oh, and I needed to have recruited and completed the interviews in 12 working days. Surprisingly, Matthew wasn't taken aback by this and set about the task with enthusiasm. Even against these challenging timescales, Matthew was able to deliver all 25 consultants - a phenomenal effort.
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I was extremely happy. And, more importantly, so was my client.
MRFGR were not the cheapest firm who pitched for our work, but I am happy that I decided to go with them. I feel that their database is extensive and this combined with their excellent client service means that they offer a higher degree of reassurance and peace of mind than other recruitment agencies we have worked with in the past. When we had a problem to resolve at short notice they did this very quickly. I would happily work with them again.
Hi Stephen Both groups went very well - a key client attended the first and was very pleased. Very articulate groups, really impressed especially considering it was such a difficult recruit (recruiting Somalis). The hotel was great too, incidentally, a nice place to do groups. Many thanks for your hard work on this - hope you feel it was worthwhile!
MRFGR recruited four focus groups for our research across a variety of settings, including socio- economically deprived urban communities and very small rural communities. Despite the significant challenges these settings posed MRFGR ensured that all our focus groups were fully attended, and with a minimum of fuss. I would have no hesitation in recommending them for recruitment work.
It's always a pleasure to work with MRFGR. They are a great partner who consistently recruit high calibre respondents to take part in our research projects and workshops. Always professional and very reliable.
Our organisation, the Solicitors Regulation Authority, has used MRFGR to support our recruitment requirements for focus groups and public events and we have always found their service and achievements to be excellent. They have demonstrated a commitment to meet last-minute requirements in a calm and professional manner and we would not hesitate to recommend them.
I would like to take this opportunity to express our appreciation for the work that you recently carried out for us. Stephen Essex and MRFGR were recommended to me by a colleague. It was important for us to find a company who could understand and deliver our brief on a very tight schedule. Stephen demonstrated a level of knowledge and professionalism that gave us the assurance that this would be achieved.
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The result was a report that clearly met the objectives of our brief, was presented in a professional manner, which then enabled us to present the findings to our customer with confidence. We would not hesitate to recommend or use Stephen again.
The groups in Chipping Norton went really well thank you. We had a full turn out to both of them. I would just like to say that we have been very impressed with the number of participants you have managed to recruit to these groups, your regular updates on the recruitment progress, and your follow up contact. We have also had very positive feedback from the participants about their contact with you. We will definitely consider MRFGR in future when wishing to recruit participants to similar groups.
We have used MRFGR to recruit participants for multiple research projects with varied samples sizes and sometimes challenging recruitment criteria. They have a calm and professional manner, providing us with regular updates in the lead up to and on the day of research projects. Multiple touch points with participants approaching the study date ensures drop-out rates are extremely low with replacements usually being found very quickly if necessary. I look forward to working with MRFGR in the future.
MRFGR is the first external company we have used for sourcing focus group attendees. Although we have organised many groups previously I would definitely use MRFGR again. The costs were reasonable and the attendees we have received have been exactly the right target groups. The level of communication has been satisfactory too with regular updates leading up to each focus group. Matthew has managed all of the groups we have requested and there has been no issues. I would recommend trying MRFGR.
Common questions
Selected answers for planning this kind of research. Browse the complete knowledge centre for related methods, audiences and delivery questions.
The findings help you understand what customers value, where they are dissatisfied and which changes to prioritise. Repeated research can help you monitor satisfaction and loyalty; improvement depends on the actions taken.
Open FAQSatisfied customers are more likely to remain loyal, recommend your brand, and contribute to sustained business growth. Measuring satisfaction highlights strengths and identifies areas for improvement.
Open FAQIt measures how satisfied customers are with your products or services and evaluates the likelihood of repeat purchases, recommendations, and long-term loyalty.
Open FAQYes. We measure satisfaction and loyalty across global markets.
Open FAQThe recruitment cost of a respondent type is generally dependent on three variables, (1) the time frame to recruit, (2) the level of difficulty in terms of the screening requirement/respondent type required, and (3) the number of respondents required (large scale respondent recruits can qualify for discounts depending on certain factors).
For a quick no obligation respondent recruitment quote (we can usually turnaround a quote within minutes of the request) please call or email the office.
Open FAQWe identify key drivers of loyalty, such as service quality, product reliability, or brand trust. Recommendations focus on strategies to strengthen these drivers and reduce churn risks.
Open FAQDepending on your brief, outputs may include satisfaction and loyalty measures, dashboards, reports and recommendations for improvement. We agree the measures and reporting format before the study.
Open FAQYes. By measuring satisfaction alongside attitudinal and behavioural indicators, we identify which customers are most likely to repurchase or churn.
Open FAQRelated services
If your brief involves a wider commercial question, these related services may also help shape the right qualitative, quantitative or mixed-method approach.
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Find out moreStart a research brief
Tell us which customers, services and touchpoints matter, and whether you have previous satisfaction measures to compare.