NEWS STORIES
Below are some of our marketing research highlights and news stories on our journey to deliver and improve our client’s customers experience
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January 2013 News

A global breakfast food manufacturer created a tight deadline to determine launch/no launch on a potential new product line, but they needed to talk to their consumers first

A taste test was designed and they called upon Reckner to recruit, schedule, program and conduct statistical analysis for the study. Within one week, Reckner was executing the study on-site using one of its Commercial Test Kitchens. 100 people were surveyed. The ballot was programmed and completed on-site via laptops, and statistical analysis was conducted in real time

The end result? Halfway through the taste test, the client felt they had enough positive feedback to launch their new product line

Reckner is a world-class marketing research firm with more than 20 year’s expertise in fieldwork, facility management and healthcare data collection. We offer professional in-house recruiting and project management. Our Project Managers work as your partner in order to provide top-shelf respondents, pro-active problem solving and the creativity necessary to complete any project. Locations include: Philadelphia, PA; Mt. Laurel, NJ; White Plains, NY; Bucks County PA, and Milwaukee, WI

For more details contact Peter Grubb at Reckner: pgrubb@reckner.com

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February 2013 News

A DIY store chain wanted to understand customers’ attitudes and decision-making process regarding bathroom fittings in Poland

Inquiry suggested a thorough analysis based on Category Management guidelines, including qualitative research and an extensive in-store survey program. During the qualitative phase, we examined customer needs and attitudes towards bathroom renovation, as well as purchase patterns. Equipped with qualitative insights, we were able to design the quantitative stage, which included observations at the bathroom aisles, interviews with shoppers looking for bathroom fittings and a general store-exit survey

As a result, we were able to describe customer purchase decisions in minute detail, which helped the client to adjust store layout and product range

Inquiry provides consumer and b2b research projects across the markets of Central and Eastern Europe. For your multinational projects, we offer high quality fieldwork supported by local insights and good understanding of the diverse consumer landscape. We offer both qualitative and quantitative services within a wide range of data collection methods, from focus groups to on-line surveys

For more details contact Agnieszka Górnicka at Inquiry: agnieszka.gornicka@inquiry.com.pl

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March 2013 News

An important book store chain operating in Portugal needed to reinvent the way to connect with their clients. A previous survey CEMASE run for this client revealed that deeper focus on book store staff training was one of the priorities

In order to assess the results of the investment and effectiveness of the book stores staff training, we run a qualitative survey to get inputs from the employees, followed by an integrated Mystery Shopping plan, where the main question to answer was: Do I feel like coming back tomorrow?

Main findings were that employees were generally passionate about their job but at the same time they were feeling prisoners of too many formal procedures. This was confirmed in the mystery visits: employers with lower assessment of “procedures conformity” tended to have higher scores at “empathy and attitude” section

Today our client is more relaxed concerning a few formal procedures and incorporated behavioral component to training

At CEMASE we figure out what end consumer wants, provide the client with the clues to get there and assess results – This is full service!

For more details contact Fátima Godinho at Cemase: fatima.godinho@cemase.pt

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January 2014 News

When the place of business, pricing policy and product range are no longer the only important factors, service is often the key to success!

Following the example of “Le Guide Michelin” (the ancestor of mystery shopping when it comes to good food and good service in restaurants) truck manufacturers have increasingly investigated over the past 5 years the numerous benefits of mystery shopping.

What are those benefits?

  • Control and measure the performance of the service provided in dealerships
  • Understand what is important in customer service
  • Ensure the quality of the products and/or service
  • Support promotional programs and activities
  • Carry out audits of price and the conformity of sales techniques
  • Conduct comparative studies
  • Identify training needs and sales opportunities

Mystery shopping within the truck segment requires professionals to conduct the visits and a specific training to mystery shopping techniques.

Efficience 3, member of the 3D Marketing Research network, has gained a strong expertise in this domain thanks to an increasing number of Pan European Mystery Shopping projects dedicated to trucks.

2014 appears to be a pivotal year for the use of mystery shopping techniques within the automotive sector and the truck segment in particular and therefore this will be one of the focus of our marketing research intelligence network to play a major role in this growth.

For more details contact Celia Debernardy via celia.d@efficience3.com or call +33.3.26.79.07.99

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Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quisque pretium, diam ut iaculis sodales, diam mauris molestie sapien, nec semper magna ante quis felis. Donec at ipsum nisl. In pretium lacinia ante et tincidunt. Nulla congue feugiat diam a varius. Nullam at augue dui, eget ornare tortor. Phasellus ac elit nibh. Fusce blandit, lectus et vehicula ullamcorper, purus tellus ornare tortor, a semper urna urna in ipsum.
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Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quisque pretium, diam ut iaculis sodales, diam mauris molestie sapien, nec semper magna ante quis felis. Donec at ipsum nisl. In pretium lacinia ante et tincidunt. Nulla congue feugiat diam a varius. Nullam at augue dui, eget ornare tortor. Phasellus ac elit nibh. Fusce blandit, lectus et vehicula ullamcorper, purus tellus ornare tortor, a semper urna urna in ipsum.
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Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quisque pretium, diam ut iaculis sodales, diam mauris molestie sapien, nec semper magna ante quis felis. Donec at ipsum nisl. In pretium lacinia ante et tincidunt. Nulla congue feugiat diam a varius. Nullam at augue dui, eget ornare tortor. Phasellus ac elit nibh. Fusce blandit, lectus et vehicula ullamcorper, purus tellus ornare tortor, a semper urna urna in ipsum.
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Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quisque pretium, diam ut iaculis sodales, diam mauris molestie sapien, nec semper magna ante quis felis. Donec at ipsum nisl. In pretium lacinia ante et tincidunt. Nulla congue feugiat diam a varius. Nullam at augue dui, eget ornare tortor. Phasellus ac elit nibh. Fusce blandit, lectus et vehicula ullamcorper, purus tellus ornare tortor, a semper urna urna in ipsum.
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Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quisque pretium, diam ut iaculis sodales, diam mauris molestie sapien, nec semper magna ante quis felis. Donec at ipsum nisl. In pretium lacinia ante et tincidunt. Nulla congue feugiat diam a varius. Nullam at augue dui, eget ornare tortor. Phasellus ac elit nibh. Fusce blandit, lectus et vehicula ullamcorper, purus tellus ornare tortor, a semper urna urna in ipsum.
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Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quisque pretium, diam ut iaculis sodales, diam mauris molestie sapien, nec semper magna ante quis felis. Donec at ipsum nisl. In pretium lacinia ante et tincidunt. Nulla congue feugiat diam a varius. Nullam at augue dui, eget ornare tortor. Phasellus ac elit nibh. Fusce blandit, lectus et vehicula ullamcorper, purus tellus ornare tortor, a semper urna urna in ipsum.
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Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quisque pretium, diam ut iaculis sodales, diam mauris molestie sapien, nec semper magna ante quis felis. Donec at ipsum nisl. In pretium lacinia ante et tincidunt. Nulla congue feugiat diam a varius. Nullam at augue dui, eget ornare tortor. Phasellus ac elit nibh. Fusce blandit, lectus et vehicula ullamcorper, purus tellus ornare tortor, a semper urna urna in ipsum.
December 2012 News

A large truck operator just added a new truck to his fleet. A few days ago he was contacted to participate in a customer satisfaction survey and asked to share his opinion on his purchase. "The salesman X knows how to close a deal. Compared to his competitor Y he knew every single detail of his product line. Yet once I signed the contract I did not hear from him at all. I would prefer a better follow up from the sales team." The next day his comment was automatically passed to the dealership where he purchased his truck

Since the beginning of the year Efficience 3 is helping a leading truck manufacturer to go into high gear with their customer satisfaction survey (CSS). Dealers, service centers and the head office now receive positive and negative customer feedback at the same time in nearly real time

CSS monitor a monthly customer retention index at every level: country, region, center/dealership down to every sales and service person enabling the customer’s voice to be heard

Don't let your clients go to the competition!

For more details contact Marie Lahaye at Efficience3 marie.l@efficience3.com

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