Who We Are
For over 25 years, The Dunvegan Group has helped businesses understand what their customers and employees truly value.
We provide expert research and consulting that delivers actionable insights – empowering organizations to reduce turnover, increase loyalty, and achieve measurable growth.


Why Choose The Dunvegan Group?
- Decades of experience across industries
- Tailored solutions – no one-size-fits-all approaches
- Proven results in improving satisfaction, loyalty, and performance
Let’s Talk
Your customers and employees are telling a story. We’ll help you listen – and lead.
Contact Us to start building stronger relationships today.
TESTIMONIALS
What Clients Are Saying About The Dunvegan Group
“The Dunvegan Group helped us research, develop, and deploy the systems needed to improve customer metrics. The input provided an elevated insight into customers, helping us shape our business to better suit traveler needs. Their team is timely, knowledgeable, and adaptive, giving us the confidence needed to deploy initiatives based on their reporting. A variety of customer-driven projects are currently underway, none of which would have been possible without the research and analysis provided by The Dunvegan Group.”
Lucas Escalada
Corporate Communications Specialist, Indiana Toll Road
“The Dunvegan Group helped us to be proactive and resolve issues before the client contract expired … We were able to achieve several million in savings last year through rescued business.”
Michael Billings
Director Marketing Research, ARAMARK Uniform Services
“As the leader of a large national organization, and one of Dunvegan’s first clients, we benefited greatly by using these management tools, with great support and guidance ... It gave our company a true competitive advantage!”
Gord Box
Senior Transportation Industry Executive
“The service provided by The Dunvegan Group helped us to better understand our clients… a strong understanding of our company and our industry which allows them to provide us with valuable recommendations regarding our Customer Care and Retention Program.”
Serge Pérignon
Marketing Manager, Ryder
“Our Customer Satisfaction Measurement Program is a valuable tool for measuring performance company-wide – all employees are privy to the results as they are key performance indicators…”
Tim Holmes
Partner, Elmira Poultry
“You have seen our customer satisfaction program become an institution throughout the organization. I believe your constant vigilance to making it clearer and more user-friendly, as well as your willingness to invest your time in training and retraining, made a significant difference in how quickly we developed it. Equally valuable was your ability to translate what you learned about AUS’s customers in other insights and suggestions that clarified important issues. It has been a pleasure to work with you for these past five years.”
Judith Weiss
VP of Marketing
“You have seen our customer satisfaction program become an institution throughout the organization. I believe your constant vigilance to making it clearer and more user-friendly, as well as your willingness to invest your time in training and retraining, made a significant difference in how quickly we developed it. Equally valuable was your ability to translate what you learned about AUS’s customers in other insights and suggestions that clarified important issues. It has been a pleasure to work with you for these past five years.”
Judith Weiss
VP of Marketing
“I genuinely feel that because of The Dunvegan Group’s reports, we have mended relationships with clients, especially ones we did not know we had problems with. We have far better tracking systems and a pumped-up results-based internal team. Our team has created an overall operational plan to take us into the future with increased market share through repeat business from existing clients and referral business.”
Sharlene Massie
CEO, About Staffing
“With the help of The Dunvegan Group, we developed a customer-focused culture, increased our retained business (both customers and revenues) and attracted new business. Our on-going Customer Care and Retention™ program provided us the ready access to the “voices of our customers” as well as valuable key performance indicators for our Balanced Scorecard. By listening to the feedback, and taking swift action, we demonstrated our commitment to both our customers and our employees ~ which stimulated tremendous growth.”
Doug Vanderspek
President, Trailer Wizards
“Anne performed a key role in creating a level of self-awareness that was instrumental in this change. In addition her practical knowledge and experience provided in depth insights that enabled challenges to be overcome and barriers to be removed. Anne Miner has been of great help to me at Monaghan Mushrooms. She is a pleasure to work with and I am delighted to have an opportunity to recommend her as a Trusted Advisor and look forward to continuing our collaboration.”
George Graham
Commercial Director, North America, Monaghan Mushrooms Ltd.
“ We knew something had to change at HeadStart, but without the help of Anne Miner, President and Senior Consultant at The Dunvegan Group, we wouldn't have known what changes to make. Her methodology and calm approach to get feedback allowed us to really hear what our clients were saying. After implementing changes based on Anne's work, we experienced increased retention and growth as a result. I recommend Anne's approach and services for every founder or leader looking for tangible answers to determine the right path for their company. ”
Susan Varty
CEO, Headstart Copywriting
Our Blogs
Latest News & Articles
Company Culture and Employee Engagement
The buzz around employee engagement has never been more pronounced. It’s a factor that many organizations now recognize as a...
Shaping Organizational Culture for the Better
Think of organizational culture as the lifeblood of a company. It influences everything from how engaged employees are to how...
7 Ways to Improve Company Culture
Company culture is the heartbeat of an entire organization. It’s the shared ethos, values, and practices that shape the way...
When Should New Approaches Be Anchored In An Organization’s Culture?
Introducing new approaches within a well-established organizational culture brings with it both opportunities and challenges. This complex process involves balancing...
How Cultural Strategic Thinking Plays a Part Within an Organization
Beyond products, employees, marketing, and operational efficiency, organizational culture stands as a pivotal driver of business success. Yet, many business...
Why is Organizational Culture So Difficult to Change?
The urgency for organizational culture change has never been more pronounced. With the advent of remote work and the speed...
How Company Culture Shapes Employee Motivation
Company culture is a force that shapes the dynamics of employee motivation, engagement, and satisfaction. For leaders and business owners,...
Company Culture Change: Understanding the Basics
Defining Company Culture More and more companies are realizing that their “company culture,” is a critical success factor they need...
Seven Unique Ways to Improve Customer Satisfaction
Customer satisfaction is the cornerstone of any successful business. Happy customers are more likely to become loyal, repeat buyers and...
Utility Customer Experience & Retention: What You Need to Know
In the utilities sector, ensuring customer satisfaction is paramount for long-term retention. For utility companies navigating the complex delivery of...
Customer and Truck Driver Retention Strategies
Within the trucking sector, there’s a business concern that has come to the forefront and casts a long shadow—high truck...
Understanding the Power of Voice of the Customer (VOC) Research
Introduction In today’s highly competitive business landscape, customer satisfaction and loyalty play a crucial role in the success of any...
The Vital Role of C-Suite Executives in Leading the Voice of the Customer (VOC) Program
Introduction In today’s rapidly evolving business landscape, customer-centricity has become a key driver of success. To foster a customer-centric culture,...
Ready for the next level of customer loyalty?
Ready to take your customer loyalty to the next level? Have you reached a plateau with your Net Promoter Score®...
How to Make Your Business Stand Out From The Crowd.
How can you make your business stand out from the crowd? This is a question that many business leaders ask themselves....
Are You Measuring Customer Satisfaction With Ratings?
We’re all familiar with questions that ask us to rate our satisfaction “on a scale of zero of 10″, where...
We live in a “do-it-yourself” world!
We live in a “do-it-yourself” world! Yes, we live in a “do-it-yourself” world; a world in which we have instant...
Customer Care Rules
Customer Care Rules You already know that a “one size fits all” approach to customer care is unlikely to succeed...
6 Customer Research Myths ~ Debunked
6 Customer Research Myths ~ Debunked In discussing Customer Care and Retention Research with potential clients, I am hearing comments...
Is Your Voice of the Customer (VoC) Program Being “Gamed”?
Is Your Voice of the Customer Program Being “Gamed”? How often have you heard comments that tell you a company...
Tips for Successful Employee Surveys
10 Tips for Successful Employee Surveys Because of the increasing focus on employee engagement, employee satisfaction, and employee retention, more...
Competitor Resistant Relationships
Are Your Business Relationships Competitor-Resistant? In any business, you have two key assets: your customers and your employees. Without either...
Is it time for a change?
This is our 31st year in business! Over the years, we have adapted, pivoted, shifted and outright changed our focus...
Does your company’s mission reflect your ideal customer?
Does your company’s mission reflect your ideal customer? Whether we think of your company’s mission as a statement of the...
How to Improve your “Close Ratio”
How to Improve your “Close Ratio” Operating within the business-to-business (B2B), consultative sales world? Does your sales team “close” the...
Customer Transferals versus Customer Referrals
Customer Transferals versus Customer Referrals As customer care and retention specialists, The Dunvegan Group is expected to maintain long-term relationships...
Will This Be The Year of Customer?
Will This Be The Year of Customer? Any time someone learns that my specialty is customer satisfaction and retention, they...
Meaningful Customer Feedback for Meaningful Action
Meaningful Customer Feedback for Meaningful Action At the Transportation Marketing and Sales Association’s (TMSA) recent Leadership Conference, participants representing such...
Grow your bottom line without new customers?
Is it possible to grow your bottom line without adding new customers? Yes, in theory, it is possible for your...
Simulation in the B2B Sales Process
Simulation in the B2B Sales Process In the B2B world where complex solutions are common, sales teams are challenged to...
Office Lunch Indian Style – A Study in Supply Chain Management
Office Lunch Indian Style – A Study in Supply Chain Management I have a lingering visual memory of my visit...
Reversal Thinking & Innovation – Circular Airport Runways
Process reversal can lead to innovation. Reversal thinking essentially involves reframing a process by thinking about it ‘backwards’. A good...
Back to “Going to The Office”
Back to “Going to The Office” In the November 2017 issue of theatlantic.com, Jamie Cullen wrote about the nascent return...
Is Your Customer Care “Love Language” Working?
Is Your Customer Care “Love Language” Working? In addition to providing your clients or customers with the services they contracted...