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Retail and distribution

Through our customer experience research solutions and omnichannel data collection platform, we support retail and retail distribution businesses develop effective strategies for attracting and retaining customers.

Developing effective strategies for attracting and retaining customers

Retail and retail distribution market researchOur solutions and services help organisations improve their understanding of customer requirements and what they need to do to deliver them. The effective research we produce means our customers can identify actions that enhance their services and gain competitive advantage. We help them improve customer experience, satisfaction and service drivers of customer loyalty.

Helping your staff deliver better customer service

The employee engagement research process measures staff capability, skills, support and training. This enables employees to address customer satisfaction and meet their needs.

Attract and retain customers through research

Our experience in this field spans the full value chain, covering all aspects of customer service. We offer support and feedback on:

  • Brand and image
  • Customer segmentation
  • Products
  • Ordering processes
  • Delivery and warehouse processes
  • Query handling
  • Account management

Our research services and solutions progressively evolve. Methods used to gather high-level research include:

  • Customer experience measures
  • Entry or exit polls
  • Phone based mystery calling
  • Benchmarking
  • Loyalty research
  • Gap analysis
  • Service quality research
  • Customer Satisfaction Index

Some of the retail and retail distribution clients our team has worked with include:

  • Procter & Gamble
  • Jaguar Land Rover
  • Mercedes Benz                      
  • Renault UK                             
  • Marks and Spencer
  • Booker foods
  • Uniqlo                                     
  • Wickes           
  • Citroen UK
  • Peugeot