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Client Survey – Telephone Interviews


Based in London, the executive recruitment agency that approached Mackman specialise in recruiting and selecting the best possible people for executive appointments at prominent companies in the city. Mackman Research was commissioned to conduct a client survey by the London based recruiter and was supplied with a strong, clear brief detailing what type of queries they would like the research to answer. Mackman Research designed a wide-ranging questionnaire on behalf of the client which offered a framework for the qualitative telephone interview.


The questionnaire addressed all concerns but also allowed the Mackman researcher to inquire into the reasons why the client had given a distinct rating or felt a particular way. The survey included satisfaction, service ratings, and perception questions. The aim of the research was to help the company improve the overall quality of client services but also seek opinion on proposed changes and the effectiveness of the company brand.

Clients were invited personally by the company director to take part in the questionnaire. Survey participation was in the form of a telephone interview, lasting approximately twenty to forty minutes with a Mackman researcher. The recruitment agency provided 20 company contact details and Mackman made significant efforts to book convenient times to conduct the qualitative interview with each and every contact.


Survey participation was very positive, achieving a 90% response rate. The research provided evidence that the recruitment agency is a leading organisation in its field and the team is well known for its expertise in finding exceptional individuals for demanding roles. The findings report provided the client with clear-cut recommendations for service improvements, alongside the individual opinions and reactions from the company’s clients, which fulfilled the initial research brief.

What the client says…

“We have been so impressed with the standard of work delivered by Mackman. They are lovely people who are committed to offering a quality service, and we have found them to be responsive, informed, thorough and personable. The final presentation of results was incredibly well put together, delivered with clarity, and gave us more insight than we had hoped for. We have immediately instructed them to carry out further work for us as it is not often that services exceed your expectations.”