Retail Case Study

Situation:
Qualitative research uncovered that customers considered a specialty retailer in the consumer food category as a “favorite” store; however, this didn’t translate into purchasing from the store most often. Therefore, the retailer wanted to prioritize what attributes customers valued the most, which if delivered properly, would ultimately increase their loyalty to the store.

Solution:
Campos Inc recommended an online survey among category users. Over 500 respondents rated the importance of attributes and selected their preferences for customer service experience elements. Kano analysis was used to group attributes into one of three categories: Must-have needs, Satisfiers, and Delighters. The attributes which clustered into each category were further prioritized by importance to the customer.

Results:
The retailer learned that there were three elements which were much more critical to the customer experience than all others. Strategies to improve and measure franchisees’ performance on these elements were presented at the annual franchisee conference. In addition, employee rewards were instituted for stores and employees who exceeded customer expectations on these three elements.


top of page | back to Case Studies
 

About Us | Market Research Services | Focus Group Facilities | Join the Voice of the Region Panel Campos Inc in the News | Request a Bid | Contact Us | Employment Opportunities | Home | Site Map

© 2006 Campos Inc, 216 Boulevard of the Allies, Pittsburgh, PA 15222
Phone: 412-471-8484. info@campos.com
Certified Woman/Minority Owned Business