Consumer insights

ci

Consumer Insights
We analyze your shopping experience to build powerful recommendations and help you to reach retail excellence.
How does your staff
perform on the floor ?
What are your competitors
best practices ?
Are your guidelines
followed in-store ?

Your needs

Assessing your shopping experience is the best method to identifying key indicators of performance and implementing appropriate strategies to reach retail excellence. Aware of these expectations, we pay attention to work hand-in-hand with our clients to design tailor-made solutions. Our wide range of assessment programs is 100% customizable to attain a full analysis of your retail performance, highlight your areas for improvement and deliver insightful recommendations.

Our solutions

> As a retail advisor, we start every project with a preparatory work to fully understand your needs, internalize your expectations and design your tailor-made program.

> Among our extensive database of shoppers loyal to premium and luxury brands, we carefully select the ones who reflect your targeted clientele. We allocate the most suitable team members to professionally handle your project. Our programs assess every touch point of your shopping experience to obtain a global vision of your performance. Furthermore, we evaluate whether your brand's strategy matches with your shopper segments' true expectations and collect insightful data on your brand experience. We build comprehensive reports to provide accurate and reliable recommendations to help you with making the right strategic decisions.

> Our quantitative and qualitative programs assess the key touchpoints of your retail environment: they test the real-life customer experience, collect intelligence on your competitors’ and evaluate whether your brand's strategy matches with your shopper segments' true expectations.

consumer-insight-schema-resized

Quantitative

Mystery shopping
Mystery calling
Mystery emailing
Omni-channel analysis
Qualitative

Qualitative interviews
Focus group

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Store checking

Evaluate set of competencies, from store management, engagement, visual merchandise to brand & product knowledge. Obtain feedback from employees on daily operations and challenges. Build action plans to address and resolve each store’s current needs. Track development through regular checking.

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Store evaluation

Evaluate in-store performance. Benchmark capabilities with brand guidelines and shopper expectations. Identify store’s strengths and weaknesses. Track commonalities / differences by organizational level (e.g. region, country, store). Build action plans to target areas of improvement at each level. With random visits, store evaluation reflects your actual retail performance and quality of service.

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Staff evaluation

Evaluate individual in-store performance. Benchmark capabilities with brand guidelines and shopper expectations. Identify staff’s strengths and weaknesses. Track commonalities / differences by organizational level (e.g. region, country, store, staff). Build action plans to target areas of improvement at each level.
In-depth analysis of an assessment of each of your shop team. At a store level, staff evaluation analyses each staff member performance to build your training and coaching programs.

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Benchmark

Benchmark service and selling capabilities of selected stores against key competitors. Build competitor intelligence on store guidelines and competencies. Pinpoint competitive strengths and weaknesses, identify the best practices. Build action plans to address your needs and differentiate from your competitors.

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Omni-channel analysis

Evaluate full customer experience, through three interrelated channels: online, in-store and aftersales. Analyze shopper’s path of purchase – identify strengths & areas of improvement per channel. Analyze cross-channel consistency – how online, in-store and aftersales interact with one another to provide a seamless experience. Benchmark shoppers' willingness to purchase and willingness to recommend the brand (NPS) throughout the omni-channel journey.

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After sales service program

Evaluate your aftersales service capability to answer, reassure and find solutions to shoppers' concerns. Measure clients' satisfaction through various touch points – e.g. in-store, phone, email. Pinpoint your brand’s strengths and weaknesses. Build action plans to address and resolve current challenges

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Qualitative interview

As an extension of MSP, qualitative interviews delve deeper into shoppers' motivations and preferences. Interviews not only examine speech but also shoppers’ emotional and non-verbal responses (e.g. tone, body language) and determine shoppers’ true needs and underlying preferences. Combined with MSP results, we build action plans to address brand and staff/store needs.

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Focus group

As an extension of MSP or as a stand-alone service, focus group delve deeper into shoppers' expectations to better understand the full customer experience. Devise a topic for discussion, get insights from a representative group of shoppers and develop clear and actionable strategies.

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Store checking

Store evaluation

Staff evaluation

Benchmark

Omni-channel analysis

After sales service program

Qualitative interview

Focus group

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