Studies on customer satisfaction are done amongst customers of public and private companies. They are extremely important as customer satisfaction is the single most important factor in customer loyalty.

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In a customized customer satisfaction study, the respondents are asked about their general satisfaction, specific aspects of the service they got (for example pleasantness, reliability and speed) as well as specific aspects of the service of each company.

Results are delivered in a digital report. In the report the results are analysed by various demographic variables, such as gender, age and residence. Other background analyses are also available if desired. Maskína strives to summarize the main conclusions and interpret them for the client. If applicable, Maskína also summarizes a list of possible improvements. Maskína’s main emphasis is to deliver results which can be implemented in the clients’ operations and decision making.