Accelerate Case Studies

Tuesday, 20 September 2016 13:14

Laboratory Diagnostics Customer Survey

Published in Case Studies

Accelerate Associates delivered a multi-national customer survey for Mast Group Ltd. Mast is a leading supplier of microbiology and immunology products that are supplied to more than 40 international markets.

The Brief

Mast Group required a customer survey that could be delivered concurrently across all client countries within a required time frame. The overall aim of the survey was to obtain feedback from an unbiased cross section of Mast's customers. The survey was to identify performance against key performance indicators as well as gather opinion and intelligence from customers in order to measure performance in meeting these key customer needs. In addition, areas requiring improvements were identified and prioritised.

Our Approach

In conjunction with Mast Group, key performance areas for the business were identified and Accelerate prepared a suitable customer interview schedule. Each customer was provided with three opportunities to participate - either during a telephone interview or by completing an online survey. All interviews were completed in the respondents local language to ensure a complete response.


Interviews were recorded in 10 countries. Accelerate Associates delivered a concise report detailing performance in key areas such as quality control and customer service as well as in operational topics such as delivery lead times. The report also included customer comments and suggestions for improvements as well as positive feedback for Mast's staff who go the extra mile for their clients.



Thursday, 08 September 2016 12:34

Adopting a customer centric approach

Published in Market Research

Accelerate Associates regularly undertakes customer satisfaction surveys for a variety of client types across the science and medical technology sector. From small scale UK-only surveys to multi-national projects, customer satisfaction surveys provide companies with a rich opportunity to learn from, and listen to, what their customers have to say.

Conducting regular customer surveys provides clients with the opportunity to:

  • Benchmark customer service versus competitors
  • Harvest new product or service improvement suggestions
  • Understand why customers choose your business
  • Measure progress against planned changes or campaigns
  • Measure performance against key performance indicators that are relevant to your business
  • Identify marketing opportunities

Although all companies can benefit from surveying their customers, customer surveys are particularly important for businesses that are ISO 9001 accredited or striving to achieve accreditation. 

ISO 9001 is the global benchmark for quality management and is designed to ensure that companies meet the needs and expectations of customers. The standard takes a customer centric approach, tying together business objectives, customer needs and the company marketing plan. Accreditation is also a mark of continual improvement.Through appropriate customer surveying, change and improvement can be measured alongside customer needs whilst collecting valuable marketing insight and opportunities.

If you would like to discuss your customer survey needs, please call Accelerate Associates on 01785 747 102 or email: This email address is being protected from spambots. You need JavaScript enabled to view it.

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Founded in 2007, Accelerate Associates is a specialist business-to-business marketing agency providing marketing and market research for science and medical technologies... More...


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