Tpoll Market Intelligence

Return On Investment (ROI)

Genuine customer insight provides the evidence needed for major resources to be committed to a new project.

The opportunity
Prior to committing major resources to a new image and shopping format, our client was examining a business case that evaluated new designs within an number of targeted stores.

Our approach
We recruited a panel of 750 within each of the new test stores. We asked the panel members to give us feedback every time they entered the store which we evaluated against some key indicators.

The results
The continuous feedback soon identified unanticipated customer issues. Our client could promptly act on these frustrations. Panel members were informed on an ongoing basis about changes in store directly related to their comments.

Each store posted a daily bulletin board with the customer comments. Store Managers used these to set targets for their staff and to benchmark themselves against other stores.

The data was used for ongoing training and an improvement programme grew directly out of the customers' requirements. Our client has since rolled out the design to other stores.