What We Do

  • Category assessment
  • Category trends
  • Sector scan
  • Customer NPS & loyalty
  • Voice of customer
  • Customer purchase journey
  • Shopping decision tree
  • Customer segmentation
  • Need & intent gap analysis
  • Digital persona mapping
  • Mystery shopping
  • Employee engagement
  • Employee satisfaction and NPS
  • Brand health diagnostic
  • Advertising effectiveness 
  • Product testing and menu impact
  • Menu satisfaction study
  • Price benchmarking
  • Go-to-market
  • Unit economics benchmarking
  • Future share of wallet 

Related Case Studies

Identifying forward trends in the online food ordering business using qualitative research

Identifying forward trends in the online food ordering business using qualitative research

Objective

  • A restaurant chain that aspired to expand their business with a new opportunity having great potential to serve the needs and wants of customers with food ordering experience
  • Define customer lifecycle value based upon their repurchase propensity and increasing share of wallet

Methodology

  • In-depth primary conversations with customers (N = 50) ordering online to create a blueprint of repurchase propensity and share of wallet going forward 
  • Based on current trends and articulation by customers, the axes for a food ordering business are defined to give customer lifecycle value and potential growth parameters for the business

Impact / Outcome

  • Client understood in detail the customer perspectives regarding their repurchase propensity, wallet share and the major issues found in the existing offering
Prioritization of new opportunities in online food ordering business based on market sizing, TAM, SAM, proprietary scorecard

Prioritization of new opportunities in online food ordering business based on market sizing, TAM, SAM, proprietary scorecard

Objective

  • From a long list of new opportunities for the business, client wanted to know each opportunity in detail to help decide what area of opportunities to progress with for expansion

Methodology

  • A scorecard is created for each opportunity detailing offering and customer use cases with highlights on the winnability
  • Performed market sizing for each of the shortlisted opportunities
  • Defined the SAM for each opportunity to serve as important criteria for reaching an order of most attractive opportunities
  • Mapped opportunities on a scale of their market potential and the ease of execution

Impact / Outcome

  • Scorecard provided detailed insight to the opportunity and the present market scenario for the same
  • The plot helped form the discussion for the opportunities to be proceeded for the GTM strategy
Realization improvement for a major online restaurant booking player

Realization improvement for a major online restaurant booking player

Objective

  • Client wanted to understand how to improve the realization (realized revenue / booked revenue)
  • Objective was to understand the various drivers of cancellation across different cities, offerings, channels etc. using primary research and data analytics
  • Client wanted to set up a framework to control this metric on a continuous basis 

Methodology

  • Interviewed N = 1,000 customers basis their booking behavior and city to understand the reasons leading to cancellations
  • Performed comprehensive data analysis to identify patterns and uplift potential and generate actionable insights
  • Interaction with key competitors employees (N = 5) and restaurant partners (N = 10) to understand potential solutions for churn
  • Institutionalized an overall framework and established deep capabilities in the client’s organization to monitor and improve this metric on an ongoing basis 

Impact / Outcome

  • Company understood the various drivers of cancellation and the action items required to tackle them
  • An overall governing framework was established along with necessary systems and processes to improve this metric
Quantitative restaurant survey

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 
Online food ordering consumer survey to study consumer behavior

Online food ordering consumer survey to study consumer behavior

Objective

  • Client wanted to understand consumer behavior and preferences in regards with online food ordering including parameters like frequency and occasion of order, awareness and usage, cuisine preferences, etc. 

Methodology  

  • N = 30 in-depth interviews to understand consumer tastes and preferences across various cities and their online food ordering behaviour
  • Consumer survey (N = 1,500) across Metros & tier-1 cities to understand consumer tastes and preferences across various cities and their online food ordering behaviour  

Impact / Outcome 

  • In-depth understanding of consumer online food ordering behavior and its nuances across geographies including preferences of cuisines, frequency of ordering and AOV, occasion buying, etc. 
 Customer persona and need identification for adjacent opportunities in online food ordering

Customer persona and need identification for adjacent opportunities in online food ordering

Objective

  • Identify customer persona based on pre-set parameters / needs 
  • List of adjacent opportunities which can be introduced by client with minimal investments 
  • Shortlist key opportunities to develop go-to-market strategy 

Methodology  

  • Conducted in-depth customer discussions with 30+ customers 
  • Identified customer persona based on pre-set parameters (food habits, unmet needs, purchasing power, etc.) and develop a list of adjacent opportunities which meet the client’s capabilities 
  • Shortlisted key opportunities based on time & ease to market entry, developed detailed offering and GTM strategy for the shortlisted ones 
  • Conducted customer survey of N = 500, to test adoption for new opportunities 

Impact / Outcome 

  • Client understood the existing customer needs and also achieved a strong grasp on the new opportunities with higher probability of customer adoption 
  • Mapped need / adjacency overlaps with multiple customer segments, thus enabling to serve wide range of customers with limited investment 
 Identifying new opportunities in online food ordering business using primary conversations

Identifying new opportunities in online food ordering business using primary conversations

Objective

  • A restaurant chain aspired to expand their business with a new opportunity having immense potential to serve the needs and wants of customers with food ordering experience
  • Define new business opportunities highlighting opportunities with identification for immediate focus areas 

Methodology  

  • Through primary discussions with customers ordering online helped create a blueprint of pain points for different customer journeys
  • Based on articulation of pain points and needs of customers, the axes for a food ordering business are defined to give potential growth parameters for the business
  • With detailed analysis and needs based on discussions different business opportunities are defined

Impact / Outcome

  • Client understood in detail the wants of customer and the major issues found in the existing offerings 
  • Long list of opportunities proved to be of a great help covering majority of needs and wants of the customers from the online food ordering business with their daily needs
  • Client was provided with priority and impact for potential solutions to choose implementation order 
Commercial due diligence for eating-out platform including NPS diagnostics on various platforms

Commercial due diligence for eating-out platform including NPS diagnostics on various platforms

Objective

  • A PE firm was interested in investing in an online platform aiming to become the one-stop solution for eating out
  • Client specifically wanted to understand NPS of leading players viz. a viz. leading competitors along with drivers of promotion and detraction 

Methodology  

  • Conducted 2 customer surveys (warm) of N~500 each to understand customer perception and experience on eating-out platforms and gaps in experience across key metro cities in India 
  • Conducted N = 20 interviews customer in-depth interviews to understand customer opinion on various eating-out platforms 
  • Conducted N = 10 restaurant partner interviews to get their perspective on consumer experience and on-ground difficulties 

Impact / Outcome 

  • Successfully provided client with deep, comprehensive NPS benchmarks across key players with reasons for said ratings 

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