Customer satisfaction - Our approach

Our surveys are not dry, statistical reports, but combine insightful quantitative data with a qualitative understanding of why customers hold the perceptions they do.

We work very closely with our clients during the research process. Following a briefing meeting, where we discuss the research objectives, IRL sets out all research parameters in a proposal, which once accepted becomes the blueprint for the project.

A team of researchers, with the required industry or language expertise, is then assigned to work on your project. Trained and experienced interviewers carry out the interviews in the native language of the countries surveyed.

The typical stages of a project include:

1. Research Team Briefing
2. Questionnaire Design
3. Data Collection

- Sample generation
- Pilot interviews
- Telephone interviews
- Personal interviews

4. Analysis and Report Writing
5. Presentation

The scope of IRL's research capabilities is international, with multilingual staff to cover all major European languages.

For further information on customer satisfaction or if you would like to discuss a proprietary programme, please contact us on +44 20 8832 7830 or send details of your questions or enquiry using our online enquiry form.