Independent UK customer research
Customer satisfaction surveys that tell you what to improve.
Get honest, independent feedback from your customers - then turn it into clear priorities for better service, stronger loyalty and smarter decisions.
CSAT, NPS, CES and bespoke customer surveys
Telephone, online, SMS, postal and face-to-face
Clear analysis, reporting and actionable recommendations
50k
Surveys Completed Annually
94
NPS Score
20
Years in business
Trusted By
Find out what customers think - and what to do next.
We can build a one-off or ongoing programme around the questions that matter to your organisation.
Customer Satisfaction (CSAT)
Measure satisfaction with your organisation, service or specific customer interactions.
Loyalty & Retention
Explore the factors that keep customers with you - and the reasons they may leave.
Net Promoter Score (NPS)
Understand advocacy and loyalty, and uncover what is driving promoters and detractors.
Strengths & Service Gaps
See what is working well and where customer expectations are not being met.
Customer Effort (CES)
Identify where processes are creating friction and making life harder for customers.
Improvement Priorities
Turn feedback into a ranked set of actions your teams can use to improve performance.
From survey design to decisions.
A simple end-to-end process, tailored to your audience, objectives and budget.
Define
We clarify your objectives, audience, KPIs and the questions you genuinely need answered.
Reach
We use the right mix of telephone, online, SMS, post or face-to-face to maximise response.
Analyse
We identify patterns, key drivers, differences between groups and areas needing attention.
Act
You receive clear findings and priorities through reports, presentations or interactive dashboards.
Independent feedback people can trust.
Viewpoint combines research expertise with flexible delivery and robust quality standards.
Independent research
Customers can speak openly to a third party rather than directly to your organisation.
Mixed-method delivery
We choose channels around your audience rather than forcing every project into one format.
Research standards
MRS Company Partner, ISO 9001 and Cyber Essentials certified.
Social enterprise
Your research spend also supports meaningful employment and social value.
Professional standards you can trust
What our clients are saying
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Project Manager, Sheffield Museums Trust
Viewpoint worked well to arrange this for us at very short notice, they were flexible and accommodating. The expertise they brought… were very helpful, and we are really pleased with the results.
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Sourcing Manager, Nestle UK
It was great working with Viewpoint on the project. I felt the relationship was very positive with mutual trust. They were able to provide their expertise, whilst also responding to our specific requests. The work was of a high quality and we are now looking to use the results as we develop our local York based approach to community impact.
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Customer Services Manager At Kier Group
Viewpoint have made a significant contribution to the success of our business helping us to develop our services and improve performance over many years. A professional and reliable organisation who are flexible and responsive to our needs.
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Marketing Manager at Gripple UK & Ireland
It was a really engaging and efficient process that allowed us to receive high quality feedback. We will definitely be working with them again on future projects!
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Customer Care at EQUANS
I have worked with Viewpoint for several years and have found the service they provide to be exceptional. Since using Viewpoint, the results we now receive are more open and honest and provide invaluable data to our company.
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Sheffield Council Housing Planning & Performance Manager
We set Viewpoint a challenging target of 70% completion rate for all completed properties, and every month they achieved or exceeded it.
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Business Intelligence Officer, Norwich City Council
They were competitively priced but what swung it in their favour was the excellent customer service. They were beyond helpful and have accommodated every chop and change we’ve asked for since.
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Senior Research Fellow, Sheffield Hallam University
Viewpoint’s tenacity and conscientiousness exceeded expectations and they were always prepared to go the extra mile to achieve the number of completed surveys we needed. We would use them again in a shot.
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Governance Manager, All Together Money
The dashboard went down really well with the Board and was a great tool to aid discussion in the strategy meeting. It is a fabulous piece of work that adds so much to what we have done before and makes the data we have so much easier to view.
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Regional Director at AECOM
Viewpoint’s team were incredibly responsive. It was clear from the outset that they genuinely cared about the work and delivering a high-quality outcome. We quickly formed a strong partnership, and they were consistently easy to work with throughout the project, always meeting the agreed timescales. Honestly, it’s hard to suggest any improvements — we just wish more of our contractors and sub-consultants were like them..
Tell us what you need
Get a practical recommendation and quote.
You don’t need to have the methodology worked out. Give us the basics and we’ll suggest the most appropriate approach.