Stakeholder Satisfaction Surveys

Get a satisfaction number you can defend.

Independent surveys of your customers, employees, beneficiaries and partners — designed, fielded and analysed so the result stands up to any board or donor challenge.

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412

Median sample size

±5%

Confidence typical

3–5wk

Turnaround

10%

Interviews back-checked

Why it matters

Your loudest customers are not your average customers

Decisions get made on the handful of people who complain and the handful who praise. The silent majority in the middle is where your revenue actually sits.

A properly drawn survey gives every segment a proportional voice, then tells you which drivers move satisfaction most — so you spend your improvement budget on the two things that matter instead of the ten that feel urgent.

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Satisfaction Report — Sample n = 412

NET PROMOTER SCORE

+41

+9 vs last year

Product quality 88%

Staff helpfulness 81%

Value for money 64%

Complaint handling 43%

Top driver of dissatisfaction: time to resolve a complaint. Fixing this alone lifts overall satisfaction by an estimated 11 points.

Method

How we run it

Design

We agree the decision the survey must inform, then build and pilot the instrument.

Sample

Sample frame and size calculated for your population and required confidence level.

Field

Online, phone, SMS or face-to-face collection with trained, back-checked enumerators.

Report

Scores, segment comparisons, driver analysis and a prioritised action list.

Deliverables

What you receive

Satisfaction & NPS scores

Headline indices with confidence intervals, plus benchmark comparison where sector data exists.

Segment breakdown

Results split by branch, region, product, tenure or any segment you need to manage separately.

Driver analysis

Statistical ranking of which factors actually move your score, so effort goes where it counts.

Verbatim themes

Open-ended comments coded and quantified, with representative quotes that make the numbers land.

Action list

Two to four prioritised interventions with expected point impact and suggested owners.

Raw anonymised data

Cleaned dataset and codebook handed over so your team can re-run anything independently.

Typical investment: US$3,500–12,000 depending on sample size and whether fieldwork is online, telephone or face-to-face. Fixed price, quoted after a free scoping call.

What we survey

Four audiences, one method

Customers & clients

Satisfaction, loyalty, NPS and unmet needs across your entire base.

Employees

Engagement, culture, management confidence and retention risk — anonymously.

Beneficiaries

Programme relevance, access barriers and perceived outcomes for NGO and donor work.

Partners & suppliers

Relationship health, process friction and collaboration quality.

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Also in Insights & Diagnostics

Pair it with another lens

Corporate Feedback Analytics

Turn customer, employee and partner feedback into live dashboards and decisions.

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Customer Churn Predictive Analytics

Identify who is about to leave — and intervene before they do.

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Sentiment Analysis

AI and NLP across surveys, reviews and social media to read true public perception.

Explore

FAQ

Questions we get asked

For customer surveys with a modest incentive, 18–35% online and 60–80% face-to-face. Employee surveys typically reach 70–90% when leadership visibly backs them. We design the sample so the result is valid at the rate we realistically expect, not the rate we hope for.

Yes, and we protect it structurally: responses come to us, not to you, and we never report any segment with fewer than five respondents. That single rule is what makes honest answers possible.

The tool is not the hard part. Sampling, question design that avoids leading people, weighting, driver analysis and interpretation are the hard parts — and they are what makes the number defensible when challenged.

Yes. Instruments are translated and back-translated, and our enumerators work in Shona, Ndebele, English and other regional languages depending on where fieldwork happens.

Then you learned something valuable cheaply. We report what we find, and the action list focuses on the two or three drivers that will move the score most — not a list of forty things nobody will do.

Get started

Ready to find out what they really think?

A 30-minute call is enough to scope the study, agree the sample and give you a fixed price. No obligation, and we will tell you if a cheaper method would do.

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No obligation · Response within one business day · NDA on request