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Customer & Stakeholder Satisfaction Surveys
DMSA's Customer Satisfaction Survey can help you answer the critical questions about your customers, so that you can offer better, more targeted customer service.
Enquire NowThe DMSA team consists of a dynamic blend of organisational psychologists, statisticians and business analysts.
We work with you to understand your customer service challenges and to build a customer satisfaction questionnaire designed to give you customer satisfaction research with actionable output.
The value is developing a customer service profile that you can continuously test and refine over time to monitor changes in your customers' priorities and freshen your customer service strategy.
Our highly experienced team of Statisticians, Data Scientists and Organisational Psychologists conduct the entire survey process, from Questionnaire Design and Online Hosting through to Data Analysis, Dashboards, Reporting and Executive Presentation.
DMSA has conducted Customer and Stakeholder Satisfaction Surveys for leading South African and international organisations for over 28 years, building a unique benchmark of customer service norms.
Benefits of Conducting These Surveys
Customer satisfaction research gives your organisation the structured intelligence needed to act on what customers truly experience — and what they expect.
Identify what customers value most and prioritise service improvements accordingly.
Monitor changes in customer priorities over time to keep your strategy fresh and relevant.
Provide strategic insights to organisational challenges with clear short, medium and long-term actions.
Align employee focus and understanding with the actual needs and perceptions of your external customers.
Build a data-driven customer service profile tested for reliability and validity by our Data Scientists.
Benchmark your performance using DMSA's industry norms accumulated over 28 years of survey expertise.
Trusted by leading organisations across South Africa
Our Survey Process
DMSA manages the entire survey lifecycle, ensuring scientific rigour, confidentiality, and actionable outcomes at every stage.
1
Questionnaire Design
Our Organisational Psychologists co-design tailor-made questionnaires based on your strategic objectives, tested for reliability and validity by our Data Scientists.
2
Survey Hosting & Administration
We host and administer your survey online or telephonically, managing distribution, reminders, and confidentiality protocols to maximise participation and data quality.
3
Data Analysis & Dashboards
Our Data Scientists perform rigorous statistical analysis and present results through our interactive Survey Dashboard, with powerful tools for slicing results by demographic variable.
4
Report & Presentation
DMSA produces comprehensive, insightful reports answering the "So What Now?" question — summarising key strengths, opportunities, and recommended actions presented to your Exco.
Survey Areas We Cover
Our questionnaires are tailored to your strategic objectives. Examples of themes we have included in our surveys over the years:
Service Quality
Product Satisfaction
Communication
Response Time
Value for Money
Staff Professionalism
Problem Resolution
Loyalty & Retention
Overall Satisfaction
Net Promoter Score
Accessibility
Digital Experience
Stakeholder Engagement
Member Satisfaction
Survey Dashboard & Action Planning
Our Survey Dashboard System goes beyond reporting — it empowers your leadership team to take meaningful action on the results.
Interactive Dashboard with Action Planning
Our Dashboard provides insightful features for slicing and dicing results by customer segment, channel, region, or demographic. It includes a unique decision-making tool based on sound statistical analysis principles for prioritising interventions. DMSA's model also assesses the alignment between external customer perceptions and the employees' focus and understanding of their customers' needs — a unique and powerful strategic lens.
Some of Our Clients
A selection of organisations that have trusted DMSA to conduct their Customer and Stakeholder Satisfaction Surveys:
Health Professions Council of South Africa (HPCSA) Member Satisfaction Survey
Redefine Properties Tenant and Broker Surveys
LGSETA Stakeholder Satisfaction Survey
Productivity SA Member Satisfaction Survey
Assupol Treating Customers Fairly (TCF) Survey
Dignity Treating Customers Fairly (TCF) Survey
Ilex Customer Satisfaction Survey
National Health Laboratory Service (NHLS) Member Satisfaction Survey
MTN Worldwide Internal Customer Satisfaction Survey
Member Satisfaction Surveys for the BANKSETA
Member Satisfaction Surveys for Foodbev SETA
Growthpoint Tenant Satisfaction Survey
SABS Customer Satisfaction Survey
Xerox Customer Satisfaction Survey
GEMS Member Satisfaction Survey
IEB Customer Satisfaction Survey
Customer Satisfaction Survey for FASSET
See comprehensive list under Clients and Testimonials
Ready to Understand Your Customers Better?
Let DMSA design a rigorous, insightful Customer Satisfaction Survey tailored to your organisation's unique needs and strategic objectives.
