Increase customer satisfaction with direct customer feedback
To truly understand customer satisfaction, you need to get to the heart of what customers think and feel, uncovering what lies beneath surface-level responses. TTMC’s customer satisfaction surveys use live, phone-based conversations to deliver deeper, more reliable insight than digital surveys alone. Skilled agents capture spontaneous feedback, explore sentiment and uncover the reasons behind customer perceptions, giving you a clearer view of experience, advocacy and loyalty drivers.
Capture the real voice of the customer
Our phone-based customer satisfaction surveys reveal spontaneous reactions, emotional cues and contextual detail that digital surveys can miss. Agents can probe responses, clarify meaning and explore root causes, turning feedback into actionable intelligence that validates AI-generated data and enriches digital analytics.
Drive improvement, strengthen loyalty and protect revenue
When you understand why customers feel the way they do, you can address issues earlier, prevent dissatisfaction from escalating and strengthen long-term loyalty. Phone-based customer satisfaction surveys give you the clarity needed to reduce churn, improve retention and build more resilient customer relationships.
Qualitative insight from customer satisfaction surveys can help shape product and service improvement, retention strategies and customer experience design.
Key benefits:
- Clearer understanding of customer needs
- Stronger retention and repeat business
- Better alignment between service delivery and expectations
Increase NPS reliability with higher response rates
Our NPS phone surveys achieve higher participation and more representative samples. Agents capture scores from customers who ignore digital channels and explore the reasons behind promoter, passive and detractor ratings.
As a result, you see:
- Higher response rates and more robust NPS data
- Qualitative insight behind every score
- Tone and emotional cues that reveal how customers really feel
Customer Success Stories
The team was really flexible to our needs and we were given daily feedback on detractors to enable us to respond quickly to issues.
We were determined to find a provider that could rise to the challenge of this very complex survey and we searched hard throughout the UK. TTMC impressed us with their capabilities and they delivered each edition of the survey to time and specification
Strengthen compliance and customer trust with TCF-aligned calling
As an FCA-authorised business, TTMC delivers TCF compliance calling that provides clear evidence of fair treatment across the customer journey. Our agents follow structured, FCA-aligned frameworks that ensure conversations are transparent, balanced and supportive. We identify potential issues early, capture sentiment around customer understanding and highlight any risks that may require follow-up.
Improve service with mystery shopping that mirrors real behaviours
Our trained mystery shoppers give you a clear, honest view of what customers actually experience. They assess behaviour, service quality, process adherence and brand representation. The insight they capture highlights what’s working, where things fall short and what needs attention.
Deliver reliable, compliant and insight-rich programmes
With structured CATI delivery, rigorous QA, multilingual capability and ISO-certified processes, TTMC delivers customer satisfaction surveys, NPS phone surveys and TCF compliance calling programmes that provide accuracy, depth and confidence.
Customer Insight
Our Service SLAs are tailored to each client’s brief and continuously monitored to ensure consistent, effective delivery. Our Customer Insight SLAs emphasise accuracy, validation and speed – combining qualitative feedback with robust data checks to deliver deep insight you can trust.
- Structured CATI delivery with in-built validation, logic and quota controls to ensure accuracy and consistency.
- Quota management to maintain balanced, representative samples.
- First data outputs delivered within 24-48 hours of fieldwork start, with ongoing delivery to agreed schedules.
- 100% of survey responses and outputs quality-checked prior to release.
- Minimum 5% call QA per interviewer, with continuous coaching and performance management.
- Call recordings with every outcome to ensure quality and deliver enhanced insight.
- Programme review and optimisation conducted early in the fieldwork phase to improve outcomes.
- Insight-led outputs including verbatim capture, trends and actionable recommendations.
- Native language support in 25+ languages.
- MRS Code of Conduct and best practice compliant, with complete audit trails.
- ISO27001, ISO9001 certified and GDPR compliant, ensuring robust information security, data protection and quality management.
- Real-time reporting and full visibility of performance, response data and outcomes.
- FCA authorised and regulated business – Treating Customers Fairly (TCF) compliant calling.
- Market Research Society Company Partner | ESOMAR Corporate Member.
- Scale: 4,690 surveys on average per week.
- A dedicated Account Manager, supported by Team Management at an average ratio of 1 Team Manager to 10 agents.
How It Works
Programme Launch & Onboarding
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The Telemarketing Brief
A clear framework for representing your brand and delivering against agreed objectives. -
Data
Select, verify and strengthen the data behind every productive prospect conversation. -
Marketing Integration
Coordinate voice with wider campaign activity to increase reach and return. -
Team Briefing Session
Give the calling team the knowledge and confidence to represent your business.
Programme Management
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Account Management
Dedicated oversight keeps programme delivery, quality and performance on track. -
Telemarketing Performance
Prioritise meaningful metrics and use real-time reporting to improve results. -
Quality Assurance
Review calls and results consistently to protect quality and support coaching. -
Programme Review
Test early assumptions, refine the approach and maintain focus on objectives.
Answers to common questions about pricing, people, data, processes and more…
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?
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.
Still need help? If you can’t find the answer here, our team can talk you through the details and point you in the right direction.
Speak to our teamStill need help? If you can’t find the answer here, our team can talk you through the details and point you in the right direction.
Speak to our teamCan 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?
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.
