What We Do

  • Category assessment
  • Category trends
  • Sector scan
  • Consumer NPS & loyalty
  • Voice of consumer
  • Consumer purchase journey
  • Shopping decision tree
  • Consumer segmentation
  • Need & intent gap analysis
  • Digital persona mapping
  • Mystery shopping
  • After sales service benchmarking
  • Advertising effectiveness
  • Brand health diagnostic
  • Employee satisfaction and NPS
  • Voice of channel
  • Employee engagement
  • Go-to-market
  • Product price benchmarking
  • Product and concept testing
  • Sales and distribution benchmarking
  • Catalog gap assessment
  • Availability visibility study

Related Case Studies

Competitive intelligence tracking for India’s leading retailer

Competitive intelligence tracking for India’s leading retailer

Objective

  • Client wanted to benchmark key operational metrics of competitor vs their own outlets in key cities for a period of 12-months
  • Cover a good mix of micro-markets and regularly track metrics for the entire period

Methodology

  • Visited store and supplier locations, demand centers and hubs, and spoke to ground staff and customers (N = 70+) 
  • Visited city offices and spoke to store managers
  • Built overall model to estimate and triangulate scale metrics across players

Impact / Outcome

  • Client understood how key competitor player is growing month-on-month in key cities of India 
  • Client understood competitor’s focus on key operational aspects
Consumer preferences and price sensitivity analysis

Consumer preferences and price sensitivity analysis

Objective

  • An Investment fund wanted to study the consumer preferences and price sensitivity for consumer durables

Methodology

  • Visited stores, demand centers and hubs, and spoke with ground staff and customers (N = 50+) 
  • Conducted market research survey for the client (N=1,500) across Metros, Tier 1 and Tier 2 cities
  • Spoken with more than 200 survey respondents to understand the specifics of purchase behavior in detail

Impact / Outcome

  • Successfully provided client with deep, comprehensive customer behavior aspects
  • Client was able to understand the price sensitivity trend by customer type, geo, product category and platform type (online vs offline) 
Customer feedback and positioning of a D2C consumer durables company

Customer feedback and positioning of a D2C consumer durables company

Objective

  • An investor wanted to understand the customer feedback on a D2C internet consumer durable company 
  • They also wanted to evaluate the strengths and improvement areas for the target company 

Methodology

  • Management discussion was conducted with the founders of the target  
  • Primary conversations were conducted with 10 customers 
  • Primary survey was conducted with 300+ customers, broadly categorized in to first time customers, dormant customers, and repeat customers

Impact / Outcome

  • The segment, the company, and the products were evaluated across awareness, needs assessment, purchase behavior, customer experience and benchmarking 
  • The investor was able to get an initial overview of the target’s market positioning, customer feedback and areas of improvement
NPS study to understand drivers of promotion and detractors for a large electronic store chain

NPS study to understand drivers of promotion and detractors for a large electronic store chain

Objective

  • Client was looking to collect NPS of its products by customer segment and geography while understanding drivers of promotion and detractors

Methodology

  • Conducted in-depth interviews (N = 50) of store owners across 8 cities of India to understand key drivers of promoters and detractors at category and sub-category level 
  • Conducted in-depth interviews (N = 200) of customers looking to shop for specific products in the categories and sub-categories to understand NPS and its drivers
  • Primary surveys for customers (N = 500) and non-customers (N = 500) to understand preferences and NPS (and its drivers)

Impact / Outcome

  • Client was able to understand correlation between NPS and future share of wallet across segments and geographies 
  • Enabled the client in understanding themes around key strengths and weaknesses across type of store and geographies and map factors that will convert detractors to promoters 
Understand digital journey and pain points associated towards digital adoption

Understand digital journey and pain points associated towards digital adoption

Objective

  • Client wanted to understand digital journey of a consumer from the point of exploration to point of purchase
  • They also wanted to understand the pain points in the journey to improve upon and consumer outlook on new products / features

Methodology

  • Conducted market survey (N = 500) of customers that buy electronic products from online stores or e-commerce platforms
  • Conducted in-depth interviews (N = 50) customers to understand their about digital journey and pain points associated with it; also discussed about different platforms and their advantages / disadvantages
  • Held a focus group discussion (N = 10) to ask specific questions to understand consumer outlook on new products / features
  • Performed product / process benchmarking for major players

Impact / Outcome

  • Client understood the major pain points a typical digital journey
  • Client received feedback on future products / features 

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