You can benchmark satisfaction against other departments, track year-on-year changes, even compare with sector peers. But how do you apply that score to your work? How do you improve? Headline scores only tell part of the story – to move the dial, you need to understand why people feel the way they do. That’s what we uncover at DJS Research.
Understanding the power of customer satisfaction research
Customer satisfaction research helps you understand how well your products, services and experiences meet expectations – and where they fall short. It identifies pain points, highlights unmet needs, and gives you a clearer view of what really matters to your audience.
When used well, satisfaction insights can build customer loyalty. Listening and acting on feedback shows customers they’re valued, which strengthens relationships and drives retention. Satisfaction research can uncover where you’re falling behind, where your strengths lie, and how to differentiate in a crowded market. It’s not just about fixing problems – it’s about identifying USPs and staying competitive.
Understanding how your customers feel is important but understanding why they feel this way and what you can do to influence this sits at the core of our customer satisfaction research; our team is committed to delivering meaningful, and actionable outputs that drive positive business change.
Building tailored solutions to engage your audience
All our research solutions are tailored to suit the needs of our clients and their audience; we work with you to understand your core objectives and design a bespoke research package that will maximise engagement with your customers to provide the insights and understanding you’re looking for.
We use a wide range of survey tools to measure satisfaction and loyalty including CSAT, NPS, and CES. Our multimodal capacity means surveys can be delivered in-app, via post, or by email to suit your audiences, and each is tailored to suit product fit or service evaluation. For deeper understanding, we run in-depth interviews, focus groups or even qualitative communities to explore the context and emotions behind customer feedback.
We also analyse behavioural data like churn rates, social media sentiment, and customer reviews to spot trends and emerging issues. Other tools include feedback forms, SMS or IVR surveys, and live chat prompts, helping capture insight at key moments.
Our work is informed by established models – such as the disconfirmation model, performance model, and frameworks like SERVQUAL, Kano, and the ACSI – giving structure to the insight and clarity to your next steps.
Our approach to customer satisfaction research
At DJS Research we explore the story behind the experience: the context, the expectations, and how perceptions changed over time. We use behavioural-science-informed techniques to reveal what really shaped someone’s satisfaction. On the quantitative side, we pair satisfaction scores with importance ratings to build Strategic Priority Matrices (SPM) – simple tools that show where you’re doing well, where to improve, and where you can afford to do less.
With larger samples, we apply statistical techniques like regression and CHAID to identify what drives satisfaction across different groups – from first-time users to regulars, Gen Z, to families. These methods help you see what matters most to whom, and where to focus for the biggest gains.
Whatever the route, our bespoke approach helps you get to the bottom of what’s driving satisfaction with your brand or business, and what may be holding you back.
Contact us today to discuss how we can help you to understand and optimise customer satisfaction and become a valuable extension of your team.
"From start to finish DJS Research were prompt, pro-active and professional. The team provided a great level of enthusiasm in the project and really looked to understand how we could get the most out of the research we have approached them for. Everything was taken on board, and tweaks were made along the way to ensure the best result were obtained. The final outcome and de-brief provided again exceeded our expectations – it was clear, concise and thorough. The data collected and the insights presented now provide an invaluable resource for Suttons to act upon to improve the service and performance we provide to our customers. Thank you!"
"DJS Research are easy to work with. They understood what we were looking to achieve. The research was set up quickly and the results delivered on time and to budget."
“Danny has been working for the Department for Education & Skills (DfES) for some 18 months now. His market research experience and skills have been invaluable in taking forward the customer focus work in the Department. He has worked on a number of high profile projects including the management of surveys to track public and young people's perceptions. Part of this work includes presenting his analysis to the Secretary of State for Education. He has become renowned as a specialist source and he has built up an excellent reputation for high quality work and a pragmatic and challenging approach.”
"Following a successful tender process, we appointed DJS Research to undertake customer satisfaction research for our ombudsman services – Otelo, (Office of the telecommunications ombudsman), Energy Ombudsman and Surveyors Ombudsman Service. From the initial consultation and questionnaire development stages to the final presentations and reporting – the team at DJS Research listened to our needs and provided a first class service throughout. DJS Research’s friendly, professional and flexible approach made them a delight to work with, and we are looking forward to working with them again next year." (now part of Communications Ombudsman: Resolve Communications)
We build small, director-led, teams of sector experts who are with you from brief to debrief. As an employee-owned company, every one of us is invested in delivering quality, value, and long-term impact.
From agile testing to deep-dive strategic studies, we design research to meet your specific objectives. The agility of our in-house operations team and strength of our UK-wide recruiter network enable seamless execution at scale.
Our sector-focused teams have decades of experience understanding audiences and the complexities of the markets in which our clients operate. Working collaboratively we deliver actionable insight which drives positive change.
We build small, director-led, teams of sector experts who are with you from brief to debrief. As an employee-owned company, every one of us is invested in delivering quality, value, and long-term impact.
From agile testing to deep-dive strategic studies, we design research to meet your specific objectives. The agility of our in-house operations team and strength of our UK-wide recruiter network enable seamless execution at scale.
Our sector-focused teams have decades of experience understanding audiences and the complexities of the markets in which our clients operate. Working collaboratively we deliver actionable insight which drives positive change.
Contact us to discuss your customer satisfaction project and how we can become an extension of your team.
Contact us
Contact us to discuss your customer satisfaction project and how we can become an extension of your team.
Contact us 
