Home Solutions Quantitative Survey

Quantitative Survey

Using proprietary data sets, tools and on-ground research capability, unearth deep and holistic understanding of consumers along with actionable recommendations

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Quantitative Survey

What is the path to purchase for a product?
What are the consumption moments?
What are the choice parameters for a product?
What is the overall spend of customers across product categories?
How frequently do they purchase the products?
What percentage of the total purchases are from online channel?
How has the usage of online channels changed over last 6 months?
Which ecommerce websites are the customers aware of?
Which products / categories do they prefer purchasing online and why?
What are the drivers / barriers to purchase online for above?
How do they rate their purchase experience on various websites?

Relevant Case Studies

Mapping out a survey and data analytics for the survey to understand the performance of a daily fantasy sports platform
Quantitative research to understand influencer role in booking of vacation homes by customers
Quantitative survey to understand user satisfaction levels of a building materials player
Revenue acceleration and GTM diagnostics of leading cosmetics brand
Quantitative survey to understand user satisfaction levels of an online retailer of electronics and large home appliances
Quantitative restaurant survey
Quantitative survey to understand customer perception and spend evaluation for a leading internet first food brand
Customer behaviour research on modern and general trade retail
NPS study for an oil manufacturer
Millennial digital banking behaviour research
Understanding investor experience with different brokerage platforms
Student housing customer experience study
Trucker survey for an online logistics platform
Assessing the overall effectiveness of systems and processes laid down by a medical device company for its channel partners
Farmer research on usage and experience with AgriTech solutions platform and services

Mapping out a survey and data analytics for the survey to understand the performance of a daily fantasy sports platform

Objective

Client desired to understand the growth trends of daily fantasy sports
User motivation to play daily fantasy sports
Usage and money spend on daily fantasy sports platforms
Change in user experience
Motivation difference among various users

Methodology

Customer analysis: Input collected from 1,110 customers, which includes N = 1,095 survey responses and N = 15 In-depth Interviews

Impact / Outcome

Helped the client to gain quantitative insights on daily fantasy sports gaming, need and behaviour of daily fantasy gaming users and understand motivation of various types of users

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Quantitative research to understand influencer role in booking of vacation homes by customers

Objective

A leading chain of vacation homes wanted to understand the role of influencers in booking of hotels / holiday homes by different customer segments

Methodology

Developed detailed discussion guides to understand the influence friends / family / colleagues (influencers) have across customer segments which affect the decision-making process
Conducted in-depth consumer discussions (N = 50) across 5 cities to establish different customer segments based on recommendations sought across destination, activities, flight, accommodation etc
Led focus group discussions (N = 10) to understand the role of friends, family, colleagues, search engines, travel agents have in booking of hotels / vacation homes

Impact / Outcome

Identified five key customer segments based on influencer role – mapped customer segments to influencer categories to improve targeted marketing efforts

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Quantitative survey to understand user satisfaction levels of a building materials player

Objective

To understand the user experience and satisfaction levels with respect to the service as well as the product and reasons for customer / contractor churn basis the voice of customers for building & home materials

Methodology

Qualitative discussions (N=15) of current and past customers / contractors across various demographics like cities, revenue levels and price sensitivity buying patterns
Undertook an in-depth survey (N=50) to measure the satisfaction levels, reasons for procuring from the player, and the pain points, if any
Interviewed churned customer (N=10) to understand their reasons for discontinuation of procurement and key drivers which would make them resubscribe to the services provided by the client

Impact / Outcome

Provided client with a dynamic model and deep insights of the current experience of the users along with feedback of erstwhile customers.

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Revenue acceleration and GTM diagnostics of leading cosmetics brand

Objective

A leading cosmetics brand wanted to accelerate its revenue, brand awareness, network coverage across retail stores, supply chain effectiveness, throughput process and distribution analysis across stores along with salary benchmarking for PoS employees, technology usage benchmarking, and benchmarking of training program (product, sales, makeover) for PoS employees

Methodology

Conducted detailed quantitative survey (N = 1,000) of cosmetics product users across India
Conducted trade interviews of distributors, sales officers, retailers, and other relevant personnel such as beauty assistants
Carried out market visits to benchmark multiple brands along with the trade interviews (N = 189)

Impact / Outcome

Client was able to get a recommendation of actionable initiatives which were taken and implemented by the company towards increasing the effectiveness of distribution network and toward increasing the customer experience at POS

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Quantitative survey to understand user satisfaction levels of an online retailer of electronics and large home appliances

Objective

To understand the user experience and satisfaction levels with respect to the service as well as the product and reasons for customer churn basis the voice of customers for electronics and large home appliances

Methodology

Qualitative discussions (N=30) of current and past customers across various demographics like cities, age group, income levels and usage frequency to identify customer persona basis the quantity, price sensitivity buying patterns
Undertook an in-depth survey (N=500) to measure the satisfaction levels, reasons for subscribing to the player’s services, up-selling opportunities, and the pain points, if any
Interviewed churned customer (N=30) to understand their reasons for discontinuation of service and key drivers which would make them resubscribe to the service

Impact / Outcome

Provided client with a dynamic model and deep insights of the current experience of the users along with feedback erstwhile customers

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Quantitative restaurant survey

Objective

Client wanted to understand restaurant needs & pain points, present level of digitization, attractiveness of potential offerings and perception of food delivery partners

Methodology

Conducted restaurant owner survey (N = 200) across leading Indian metro and tier-1 cities to understand consumer preferences
Conducted in-depth interviews with restaurants owners / managers (N = 30) across 3 cities – Delhi & Gurgaon, Bengaluru and Mumbai

Impact / Outcome

Client was able to understand restaurant pain points across business operations, level of tech adoption by business processes and what could be impactful tech solutions that could help them run their operations more effectively
Client was able to understand perception of food delivery partners by restaurants, and strengths and pain points w.r.t. Zomato & Swiggy

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Quantitative survey to understand customer perception and spend evaluation for a leading internet first food brand

Objective

Client wanted to understand customer perception, NPS and its drivers as well as customer need assessment

Methodology

Conducted survey (N > 800) across city tiers, use cases and demographic variables to understand current usage patterns along with overall customer food related behavior (frequency of eating out / ordering-in, number of diners)
In-depth analysis of customer NPS and dominant drivers for each of the three segments (promoters / neutrals / detractors)

Impact / Outcome

Helped the client with detailed insights on their customer base including use case, total food expenditure and drivers for current customer experience

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Customer behaviour research on modern and general trade retail

Objective

A PE firm was interested in investing in a modern trade retail chain
Typical research case to profile customers buying grocery and apparel from modern trade and general trade stores, map customer behaviour (including purchase frequency, spend etc), understand store and brand perception, and assess competitive advantages

Methodology

Primary field survey of N > 1,200 conducted in 12 different cities to understand reasons behind buying from modern trade and general trade stores across different product categories
Also, conducted in-depth interviews of N = 30 in those cities to understand usage patterns for different MT brands as compared to GT stores and map different customer profiles
Built a deck based on the survey and in-depth interviews deriving insights on reasons behind buying from GT / MT

Impact / Outcome

Successfully provided the client with deep, comprehensive understanding of what drives the customer towards a particular store, brand differentiation amongst its competitors and reasons for buying a particular product from a store

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NPS study for an oil manufacturer

Objective

A leading Oil manufacturer wanted to understand its perception amongst customers vs other competing companies along with reasons for stickiness and detraction.

Methodology

Conducted customer survey (N = 500) of customers in 2 weeks across 10 cities (mix of metro and tier 1 cities) for different customer archetypes based on age groups, employment status, gender, income, educational qualification, educational background and years of job experience
Calculated NPS across different customer segments to understand reasons for difference in customer satisfaction across different segments
Conducted in-depth interviews (N = 20) with customers to understand key reasons for stickiness and propensity to switch to Oil company
Used proprietary NPS framework to identify key action items detailing specific improvement points along with identifying relative strengths and weaknesses

Impact / Outcome

Client developed clarity on perception, preferences and feedback as compared to its competitors with action points on how to improve NPS.

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Millennial digital banking behaviour research

Objective

A leading Fintech company wanted to understand the digital banking behavior of millennials, including:
Customer lifestyle, goals & aspirations, purchase behavior, brand preferences
Banking behavior & pain points with current offerings
Financial behavior, preferred payment and investment modes

Methodology

Conducted customer survey (N = 500) for millennials (21-27 years old) in 2 weeks across 5 cities (mix of metro and tier-1 cities) for different customer archetypes based on age groups, employment status, gender, income, educational qualification, educational background and years of job experience
Combed through demographic data from survey to create customer personas to identify best bet for innovative offerings
Mapped typical consumer personal finance management journey to identify key pain points
Conducted in-depth interviews (N = 25) of financially independent millennials to understand their lifestyle and goals, financial and banking behavior and willingness to adopt new financial offering
Carried out product and service benchmarking for key players offerings to identify differentiation metrics

Impact / Outcome

Client understood the lifestyle, goals and aspirations of millennials, the gap in their aspiration and reality and the purchase process of large ticket expenses. The client also understood the financial and banking behavior of millennials, their KP?C and pain points.

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Understanding investor experience with different brokerage platforms

Objective

A leading global PE investor desired to understand the investor experience with different wealth management platforms for different investor net-worth and demographic profiles.

Methodology

Conducted quantitative survey (N = 500+) to analyze and understand investor experience with different brokerage platforms taking into perspective the customer journey to arrive at NPS for various features and services
Identified investor satisfaction levels with different platform features and value-add services were understood to get a wholesome view of their experience
Deep-dived into aided and unaided awareness levels of the customers of both traditional wealth management companies and new age robo advisory platforms
Conducted in-depth customer interviews (N = 50+) HNIs to map, verify, and assess their behaviour, key selection criteria, and overall service level experience with the advisors, their platforms, and other services
Benchmarked platform and service features, which leads to differentiating factors, and strengths and weaknesses between WMCs and robo advisors

Impact / Outcome

The investor awareness levels, usage experience and satisfaction levels with brokerage platforms as identified during quantitative survey were warmly received by the client

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Student housing customer experience study

Objective

An Indian PG accommodation player wanted to understand customer satisfaction level, favorable price points, required service / offering model in each, and current needs and pain points

Methodology

Conducted quantitative in-depth interviews (N = 250) of student residents (across metros & tier 1 cities)
Conducted in-depth interviews (N = 30) of ground personnel handling ops, student complaints, etc.
Created deep level discussion guides to understand customer satisfaction levels, aspirations, KPCs & pain points
Created transcripts to capture voice of the stakeholders and enable seamless capture of key insights

Impact / Outcome

Client was able to understand the customer journey of the target segment and the set of specific services required to provide enhanced experience
Client also understood current needs and pain points of the student residents, thereby realizing how its own offerings need to be customized in order to meet target requirements

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Trucker survey for an online logistics platform

Objective

An online logistics aggregator platform wanted to understand profile and business mix of truckers working with them, KPCs for selecting a platform, critical needs and service requirements of truckers, their experience & ideal value proposition for them

Methodology

Conducted trucker survey (N = 200) to understand the needs and KPCs of truckers as well as their perception of online aggregator platforms and their experience with them
In-depth interviews (N = 78) with drivers, DCOs (driver cum owner) and vendors to get a detailed insight on their requirements, pain points and selection criteria
Deep dived into different archetypes of drivers, DCOs and vendors

Impact / Outcome

Successfully provided client with answers to key research questions through deep analysis of trucker market
Helped in targeting specific archetypes of drivers, DCOs and vendors through creation of different value propositions for different archetypes

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Assessing the overall effectiveness of systems and processes laid down by a medical device company for its channel partners

Objective

A medical device company wanted to assess the satisfaction level of systems and processes laid down for the channel partners

Methodology

Conducted in-depth discussions (~45 minutes) with the management – head of operations, head of sales & marketing, etc.
Conducted quantitative survey with channel partners (N = 150) dealing with ultrasound solutions, MATC, etc.

Impact / Outcome

Helped client understand the effectiveness, satisfaction & expectations from systems and processes

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Farmer research on usage and experience with AgriTech solutions platform and services

Objective

An investor wanted to conduct research on an AgriTech company providing end-to-end solutions and services to the farming community in India
Client wanted to understand profile of farmers the AgriTech company caters to
Client also wanted to understand decision making criteria for selection of online AgriTech platform, value proposition of the AgriTech company, usage trends and NPS

Methodology

Conducted farmer survey (N = 1,000) to understand farmer profile, decision making criteria, usage trends and NPS
Conducted in-depth interviews (N = 40) to understand farmer behavior & their satisfaction levels
Created a dynamic excel model and survey data book to depict the trends in customer profile
Benchmarked farmer experience & usage, decision making criteria, and feedback on inputs and output

Impact / Outcome

Successfully provided client with an understanding of target farmer profile, selection criteria, usage trends, experience and NPS, and therefore acceptance level of the value proposition

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