Frequently Asked Questions

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Data & Insight

Customer Satisfaction

9 FAQs

Can customer satisfaction surveys improve retention?

Yes. Understanding customer concerns early allows organisations to address issues before they escalate, reducing the risk of customer attrition and strengthening long-term relationships.

Can surveys support regulated industries?

Yes. As an FCA-authorised business, TTMC delivers TCF-compliant calling programmes that help organisations understand customer experiences, demonstrate fair treatment and identify areas requiring attention or follow-up.

Do you conduct NPS surveys?

Yes. Our phone-based NPS surveys deliver higher participation rates and more representative samples by reaching customers who may not engage with digital surveys. We also capture the reasons behind scores, providing valuable context for improvement initiatives.

How do you ensure quality, compliance and research integrity?

We use structured telephone research methods, validation controls and quality checks to protect the reliability of results. Call recordings, interviewer coaching and audit trails support oversight throughout each programme. Quality and research integrity are fundamental to every programme we deliver. Our research is conducted using structured CATI methodologies, with built-in validation, logic and quota controls… Find out more

How quickly can results be delivered?

Initial data outputs can typically be delivered within 24 to 48 hours of fieldwork commencing, with ongoing reporting and insight delivery aligned to agreed project schedules.

What are customer satisfaction surveys?

Customer satisfaction surveys are designed to measure how customers feel about their experiences with your organisation, products or services.

Our phone-based approach goes beyond collecting scores by uncovering the reasons behind customer perceptions, helping organisations understand what drives satisfaction, loyalty and advocacy.

What can customer satisfaction surveys tell us?

Customer satisfaction surveys reveal what matters to your customers and where experiences can improve. We tailor the questions to your audience and objectives so the findings are useful for decisions. Customer satisfaction surveys are tailored to each client's specific requirements, objectives and target audience. The questions are carefully designed to capture the insights that matter… Find out more

What insight do we receive?

We provide both quantitative and qualitative insight.

Alongside survey scores, we capture verbatim feedback, emotional cues and the reasons behind customer opinions, helping organisations make more informed decisions. Call recordings are provided with every result, giving you first hand ‘voice of the customer’ feedback.

Why use phone-based customer satisfaction surveys?

Telephone conversations provide greater depth than digital surveys alone.

Our interviewers can probe responses, explore sentiment and uncover context that helps explain why customers feel the way they do. This creates more meaningful and actionable insight.

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