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Product & Concept Testing
What?
S26 was facing increased competition in the landscape and was looking to relaunch its product with a new formulation, packaging and advertising campaign.
How?
A series of focus groups was conducted among current users, non-users and brand switchers to identify key triggers and barriers for use of the brand. We also tested the new packaging and campaign concepts to gauge the receptiveness among non-users, and to check for any alienation among current users.
So what?
The brand relaunch has modernised the brand image and resulted in new users entering the brand at the early stages of infant formula milk.
Usability Research
What?
Book Depository wanted to understand the need for localisation of its website and language in a key market, Taiwan, which was facing lower conversion rates. It also wanted to identify potential pain points in the customer experience, especially during the delivery process.
How?
Interviews were conducted where respondents were given tasks to perform on the website on the device of their choice (laptop or mobile phone). This was followed up
with a series of questions to better understand the pathway taken and the issues faced (if any).
So what?
The client gained a better customer understanding in one
of its key markets, and found that there was no immediate need for a localised website. Their resources could be deployed elsewhere to improve the customer experience such as offering cash-on-delivery and introducing a preview function of the books.
Customer Journey Mapping
What?
Borneo Motors wanted to understand the pathway to new car purchase due to competition from parallel importers.
How?
In-depth interviews and focus groups were conducted
with potential and recent car buyers to understand key considerations when selecting an authorised distributor versus a parallel importer. This was followed up with a quantitative survey to validate some of our findings among a larger sample size.
So what?
Based on the findings the client was able to identify certain areas where it could differentiate its service offerings to compete more effectively with parallel importers for new car sales and after-sales services.
Brand Health Study
What?
Royal Caribbean wanted to measure the impact of its annual advertising campaign on its brand health.
How?
We conducted a pre-campaign survey to understand
the baseline brand health, before a post-campaign study
to measure the impact of the campaign on brand
awareness and perceptions.
So what?
Based on the findings, the client was able to understand
its market positionvis-a-vis competitors and identify ways
to maintain and improve its brand among consumers.
B2B Industry Studies
What?
A global oil & gas company wanted to better understand
the needs of its commercial clients for its products to identify new opportunities.
How?
We conducted in-depth interviews with senior managers and procurement functions of key accounts and potential customers to understand the market landscape, and identify key areas for optimising product offerings to maintain and grow its market share.
So what?
Being an independent research agency, the team was able to obtain an estimated market share from each customer
to gain an understanding of the client’s market position. Areas such as greater flexibility in credit terms, long waiting times at terminals and having multiple points of contacts
(as opposed to a single point of contact) were identified
as areas of improvement raised which our client worked
to address.