INFORMATION HUB

Frequently Asked Questions

We know it is an important decision in choosing the right research partner. Here are the answers to the questions we receive most often about our services, process, and how Metrix Research can help your business make better decisions.

About Metrix Research

Metrix Research Sdn. Bhd is a Malaysia-based marketing research partner supporting government agencies, GLCs, and B2B teams that need credible, decision-ready insights. 

We are known for three things, responsive project teams, practical reporting for management and operations, and a collaborative approach that reduces client workload. 

We work with tight timelines and multi-stakeholder environments. Integrity matters here. So does clarity.

Metrix Research was established in 2003 by a group of founders committed to making a positive difference for organisations.

Key founders and current owners are Abdul Razak Manaf and Rozina Mat Rawi. Find out more about our team here

Integrity in every data point, care that shows up in the details, agile and easy to work with, research you can explain to the board and act on Monday.

Market Research Services

We run studies that help teams answer business questions and report results with confidence.

Typical scopes include:

  • Customer research, satisfaction tracking, customer experience measurement, service quality, customer charter monitoring, complaint and feedback deep-dives
  • Brand and communications research, brand health, awareness and perception, campaign evaluation, message testing
  • Product and service development, concept testing, pricing research, feature prioritisation, UX and journey feedback
  • Stakeholder research, employee or internal customer feedback, partner and vendor perception
  • Mystery shopping, branch and counter service, call centre evaluation, digital journey checks, compliance and service standards monitoring

If you are unsure what type of study fits, we help translate your objective into a workable research design and a timeline you can manage.

Our CUSTOM MARKETING RESEARCH services generate data and insights that will simplify the MARKETING PROCESS while supporting your growth, which are: 

  • Marketing Planning Process: Build a growth strategy, based on a deep understanding of market segments, attitude & motivations that define your customer & target market 
  • Marketing Execution Process: Gain critical insights at each step of your marketing programmed process in formulating actions that can efficiently and effectively bring results 
  • Measurement Process: Track your business performance from your customers’ lens through relevant touchpoints to uncover elements that can strengthen reengagements 

Getting Started

If you want an accurate quote and a realistic timeline, these inputs help. You do not need to have everything perfect, a draft is enough. 

  • Study objective (what decision will this support?) 
  • Target audience (who counts as a valid respondent?) 
  • Locations or channels (branch, counter, call centre, digital) 
  • Timing constraints (e.g. board dates, KPI deadlines, audit windows) 
  • Existing materials (e.g. past questionnaires, KPI definitions, customer charter items, complaints data) 
  • Preferred deliverables (deck only, plus data tables, plus workshop) 

Next step: send a short brief or an RFP. We can also schedule a 30 minute scoping call to clarify the objectives and reduce back-and-forth later. 

Research Methods

We recommend methods based on the decision you need to make, the population you need to represent, and the realities of access and response rates. 

Typically we use Primary Research methods to garner primary feedback 

Quantitative methods (to measure and compare) 

  • Telephone surveys (CATI), useful when you need better control, targeted sampling, and faster follow-up 
  • Face-to-face intercepts, useful for location-based services, counters, branches, and onsite experiences 
  • Online surveys, useful for specific audiences you can reach reliably (but we will flag response-rate risk early) 
  • Mixed-mode designs, combining channels to reduce bias and hit sample targets 

Qualitative methods (to understand the “why”) 

  • In-depth interviews, for sensitive topics, leadership and stakeholder input, and detailed journey feedback 
  • Focus groups, for concept feedback, message testing, and exploring perceptions 
  • Customer journey interviews, mapping pain points and moments that drive satisfaction or complaints 

Operational and observational methods 

  • Mystery shopping, structured observations with scoring and verbatim notes 
  • Service audits, process and documentation checks aligned to service standards 
  • Document and data reviews, pairing survey findings with complaints data and operational metrics where available 

Where necessary, we complement primary data with reliable secondary sources for a comprehensive market view. 

We combine primary and secondary data for meaningful insights. The result: realistic, actionable solutions addressing your challenges. 

Method choice is not a template. We will explain trade-offs in plain language, cost, speed, risk, and confidence level. 

Project Process

Most projects follow a clear sequence. The detail can vary, but the controls stay consistent. 

  1. Brief and alignment, confirm objectives, success criteria, key stakeholders, and reporting needs (board, KPI, operational teams) 
  1. Proposal and research design, scope, methodology, sampling plan, questionnaire or discussion guide, timeline 
  1. Instrument development, drafting and refinement, stakeholder review, pilot test where relevant 
  1. Fieldwork, respondent recruitment, survey administration, data collection deployment, progress updates 
  1. Data processing, cleaning, coding (if open-ended), quality checks, weighting if required 
  1. Analysis, key findings, drivers, segment differences, priority areas, trend or benchmark comparisons (if available) 
  1. Reporting and readout, management-ready deck plus supporting tables, workshop or presentation as needed 

Clients usually appreciate one practical thing, a single point of contact who keeps the moving parts together and flags issues early.

Pricing & Timelines

As our services are customised to your requirements, pricing depends on what you need to measure and the effort required to reach the right respondents. Typical cost drivers include: 

  • Sample size and sampling approach (general public vs targeted lists) 
  • Interview length and complexity (skip logic, multiple service channels, open-ended) 
  • Mode (online, phone, face-to-face, mixed-mode) 
  • Geography (single location vs nationwide, urban vs rural coverage) 
  • Reporting depth (basic toplines vs driver analysis, segmentation, workshops) 

 

Timelines also vary by scope, but most studies can be planned around common organisational deadlines. A practical range: 

  • Fast-turn projects, 4 weeks for small-scope studies with accessible audiences 
  • Standard studies, 4 to 8 weeks for robust sampling, multi-location coverage, and management-ready reporting 
  • Large or multi-wave programs, 8+ weeks or ongoing, especially for tracking and nationwide fieldwork 

If you have a hard deadline (audit window, board meeting, KPI submission), mention it upfront. We will design around it, or clearly state what must be simplified to hit the date. 

Data Quality, Confidentiality & Handling

We believe in DATA INTEGRITY. With that, every aspect of data management and execution is controlled and managed in-house. 

Data quality controls we commonly use 

  • Interviewer briefing, with clear scripts and do-not-deviate instructions 
  • Validation checks, call-backs, spot checks, and logic checks (depending on method) 
  • 100% recordings of our face-to-face and telephone interviews 
  • 30% full recording reviews of every interviewer 
  • Quota management and sample monitoring during fieldwork 
  • Cleaning rules for speeders, straight-lining, duplicates, and inconsistent responses for online-surveys 
  • Transparent documentation of methodology, sample profile, and limitations 
  • We adhere to Malaysia PDPA for every research respondent 
  • Project data is used only for the agreed purpose 
  • Access is limited to the project team and controlled storage locations 
  • Reporting can be anonymised or aggregated where required 
  • We can align documentation to your internal governance requirements and procurement conditions 

If your organisation has specific confidentiality clauses, data residency requirements, or approval workflows, we incorporate them during contracting and kickoff. 

Reports & Deliverables

Deliverables should be easy to explain to management and practical for operating teams. Common outputs include: 

  • Management presentation deck, key findings, what changed, what matters most, what to do next 
  • Executive summary, short, plain language, suitable for circulation 
  • Detailed findings, by segment, location, service channel, and key attributes 
  • Data tables, cross-tabs and toplines (where applicable) 
  • Dashboard, utilising our proprietary Intelligence Data® dashboard (where required) 
  • Raw data, Excel, CSV, or SPSS format when requested and permitted 
  • Mystery shopping outputs, scorecards, visit narratives, photo evidence where approved, compliance checks, branch comparisons 
  • Action planning support, a working session to convert findings into owners, timelines, and quick wins 

We avoid reports that feel like a statistics textbook. The goal is to support decisions, funding justification, and service improvement. 

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