What We Do

  • Ad monitoring
  • Buyer NPS diagnostic
  • Category trends
  • Competitive tracking
  • Cost benchmarking
  • Market potential assessment
  • Mystery shopping
  • Omnichannel and O2O GTM
  • Operational practices and SOPs
  • Price benchmarking
  • Product assortment gap analysis
  • Seller NPS diagnostic
  • Target screening and diligence
  • User navigational trends
  • User need assessment
  • Voice of customer

Related Case Studies

Competitive intelligence tracking for an online apparel player

Competitive intelligence tracking for an online apparel player

Objective

  • The client, a large online apparel player in India, wanted to track GMV and other scale related metrics of key competitive players and how they are growing

Methodology

  • Conducted In-depth interviews (N = 35) of operations managers, category managers and other key personnel of the competitors
  • Visits to warehouses, dark stores, delivery locations and interviews with staff to capture on-ground market nuances
  • Compared experience through mystery shopping (N =10) across the different players
  • Built advanced excel model to estimate and triangulate scale metrics across key players

Impact / Outcome

  • Client understood how their key competitors are growing along with their focus areas (channels, product categories)
Customer & supplier journey mapping for an online cosmetics platform

Customer & supplier journey mapping for an online cosmetics platform

Objective

  • The client, a leading global private equity firm, wanted to understand the journey and navigational trends for both the customers and suppliers on their platform along with touch points and pain points

Methodology

  • Conducted in-depth interviews (N=30) of customers to identify the different customer personas, the touchpoints (online / offline) along with the major challenges they faced
  • Conducted in-depth interviews (N=25) of vendors onboarded on the platform to understand their onboarding experience and sales experience including inventory management and pricing
  • Compared and benchmarked customer experience across leading (N=5) online cosmetics platforms

Impact / Outcome

  • Client was provided with deep understanding of the points of improvements along the entire journey for increased vendor and customer satisfaction
Digital maturity assessment in relation to user adoption and ROI of users of a store discovery platform

Digital maturity assessment in relation to user adoption and ROI of users of a store discovery platform

Objective

  • A fast-growing Indian online discovery player wanted to understand the profile of the merchants on its platform, their overall experience with its services and ROI of the merchants

Methodology

  • Interviewed F&B, grocery and fashion merchants (N>30) which actively use the client’s platform and associated services 
  • Created preliminary findings basis the interviews on which a survey (N = 150) was conducted for the merchants 
  • Benchmarked merchant’s feedback about the client’s platform / services against those of its competitors and alternative mode of merchant discovery 
  • Mapped merchant’s satisfaction on the ROI gained against the amount spent on client’s services across different cuts including tenure and monthly revenue

Impact / Outcome

  • Client was able to understand about the merchant’s unmet needs and areas on which it can improve service levels and their propensity to pay which would assist in designing better offerings
Merchant NPS diagnostic and improvement for an online coupons and discounts players

Merchant NPS diagnostic and improvement for an online coupons and discounts players

Objective

  • To measure and improve seller / merchant NPS by mapping the feedback on key factors across the driver tree 

Methodology

  
  • In-depth interviews (N = 30) with merchants across segments like restaurants, departmental stores, pharmacies etc. to understand the key factors and mapping the driver tree 
  • Conducted quantitate survey (N = 200) across 10+ cities and across multiple merchant segments 
  • Analysis in combination with client data to understand NPS variation across seller archetypes, purchase channel, category, loyalty program membership and brands sold by the seller  
  • Identify and understand the key reasons for driver and promotion to improve seller NPS 

Impact / Outcome

  • Client was provided with an in-depth understanding of level of satisfaction of existing merchants on its platform along with key levers to improve NPS
Price sensitivity analysis and its drivers for a major online-first health supplements player

Price sensitivity analysis and its drivers for a major online-first health supplements player

Objective

  • To understand the main drivers behind the use and price sensitivity of online channel in health supplements purchases basis voice of customers

Methodology

  • Quantitative survey (N=1,000) of customer to identify driver tree basis the buying patterns
  • Survey was conducted pan India covering 12+ cities and customers across age group, income levels and usage frequency
  • Conducted in-depth customer interviews (N=50) to understand the willingness to pay for quality and product price analysis

Impact / Outcome

  • Client got an understanding of the buying and spending propensity of its user base along with inputs on adding premium product line
Quantitative survey to understand user satisfaction levels of an online retailer of electronics and large home appliances

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
Market potential assessment of non-food opportunities for 2W compatible deliveries and adjacency expansion

Market potential assessment of non-food opportunities for 2W compatible deliveries and adjacency expansion

Objective

  • A hyperlocal delivery player wanted to understand other relevant tasks which can be carried out by its 2W fleet, current pain points and paying propensity

Methodology

  • Generated a long-list of potential use cases based on secondary research
  • Conducted in-depth conversations (N = 30) with main stakeholder in each of the use case to prune the list
  • Interviewed stakeholders (N = 100) across the shortlisted use cases to gather relevant insights
  • Researched on the market size of each of the use cases both in terms of order and value scales
  • Mapped the current service providers and the pain points

Impact / Outcome

  • Client got detailed insights on use-cases to expand its operations away from food business, potential pain points and competition benchmarking
Competitive tracking of Indian grocery players to identify key leaders across key success factors

Competitive tracking of Indian grocery players to identify key leaders across key success factors

Objective

  • Client, a global PE firm, wanted to understand and track the supply chain established by various online and offline grocery players to deliver products belonging to different categories to end customer

Methodology  

  • Conducted interviews (N = 30) of offline / online retailer’s staff including supply chain managers, store managers, delivery personnel 
  • Discussions with industry experts of the groceries industry and have worked in / established procurement supply chains for major players 
  • Mapped the supply chain for the sellers across offline and online players through staff interviews. Benchmarked operational practices 
  • Conducted trade interviews (N = 35) of distributors, wholesalers, and other middlemen across product categories   
  • Interviewed logistics companies to understand about long haul delivery, last mile delivery and return logistics 

Impact / Outcome 

  • Client got detailed insights on competitor’s processes, supply chain, key functions like SKUs replenishment practices, quality control mechanisms, freshness tests and standards followed for key players to which helped them identify winners in the space

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