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Design/Methodology:
Targeted at modern
retailers of hypermarkets, supermarkets, and convenience stores.
Standardized questionnaire with minor customization. On-site
face to face or off-site telephone/online interview.
Marketing
Issues Addressed:
Shopper Relationship
Management and Retention.
- Shopper equity, loyalty and vulnerability. What drives
shopper satisfaction and loyalty? Shoppers’ evaluations
on services such as product assortment, physical comfort/safety,
cashier service and facilities received during their shopping
experience. What are the respective strengths and weaknesses?
- Benchmarking against competition, shopper segmentation
and value analysis to identify opportunities for business
improvement.
Analyses
Delivered:
- KPI on shopper “health”, commitment and vulnerability
with vered comparison against key competitive retailers/other
benchmark companies.
- Drivers of shopper satisfaction & loyalty.
- Performance by shopper segments, by retail chain, by branch
or by loyalty cardholders.
- Competitive gap analysis on performance and strategic
resource priorities.
- Tactical resource allocation and incremental analysis
on improvement.
Works With:
Shopper Trends,
Supply Chain eQ™, and Employee eQ™.
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