Consumer behaviour is the study of how individual customers, groups or organizations select, buy, use, and dispose ideas, goods, and services to satisfy their needs and wants. It refers to the actions of the consumers in the marketplace and the underlying motives for those actions.
Customer Satisfaction
What do we do ?
Customer satisfaction is the study of how well an expectation of customer’s concerns over your product or service provided has been met by your company. Understanding which factors drive customer satisfaction will help brands perform better in a competitive market place.
What can be answered
Rating on customer satisfaction
Performance on service and product quality
Improvement areas
Factors which influence satisfaction
To identify and prioritize opportunities for future improvement
Usage and Attitude study
What do we do ?
Usage and Attitude study focuses on the overview and high-level maintaining estimation of the market and to discover opportunities for growth.
How do we measure
Market Sizing
- Market Mapping
- Category Penetration
- Usage Frequency etc.
Category Analysis
- Customer and Product Insights
- Potential Gaps in the Market
- Disatisfactions etc.
Branding & Brand Mapping
- Brand Awareness
- Brand Perceptions
- Brand Penetration
- Brand Choice Drivers etc.
Information for Better Targeting
- Behavioral, Attitudinal Needs Based Segmentation
- Persona Development etc.
What can be answered
Usage & Attitude study gives a wider understanding of which product to offer, which group to target and to which channels to use. This study generates valuable insights in the following key aspects to identify growth opportunities for a particular brand.
Market opportunity
Product Category
Customer Attitudes
Behavior and Needs
Customer Segments
Brand Landscape
Mystery Shopping
What do we do ?
This is an evaluation process which measures the quality of customer’s experience with the product. We have employees who possess a combination of skills and attributes to visit stores and act as a usual customer where he or she simultaneously collects information about the customer, business’s services and related business activities.
What can be answered
Rating on services/ touch points
How processes are performed
Improvement areas
Comparison on staff/ brand performance
Online Panel
What do we do ?
This is the most quick & cost-saving way of implementing market research to understand behavioural changes in a consumer. With increasingly more of our day to day lives spent on online, moving from pen-and-paper questionnaires to online surveys has opened up a universe of simplicity and comfort for researchers and allowed them to arrive at a large number of people in a short time frame. This online panel consumer data, combined with client value-based information, provides more data and more insights.