A robust real time check on compliance with company standards, programs and policies.
Our research interviewers intercepted buyers and non-buyers as they exited six Luxottica stores (including Sunglasses Hut, OPSM and Laubman & Pank Optometrists chains), conducting 6000 interviews with interlocking quotas based on regions, brand, optical or sunglass purchase. Any complaints by non-buyers who requested follow-up were forwarded to head office within 24 hours.
The purpose of this study was to gain insights into the reasoning of non-purchasers and the logic behind their decision to not purchase. The research was conducted in stores nationally, throughout Australia & New Zealand and was a tracker over several years.
Sandhaya Le Grand
COO of My CX / TKW Research
We delivered an insightful snapshot of Blackmore health and beauty customers’ path to purchase in major supermarkets across Australia (a total of 84 metro and regional stores). This included undertaking face-to-face interviews with buyers and non-buyers, store mapping, surrounding category audits, observation and entry and exit counts at the aisle and front of store.
TKW Research completed a comprehensive face to face project for Blackmores with over 3600 interviews completed nationally.
Senior Project Director at My CX
Our 20,000 audits each year for Australia’s leading hardware retailer involved price checking items at Bunnings and its competitors so they could execute their “lowest price guarantee” slogan.
This project was critical for establishing their ‘price beat’ promise. Prior to launching the initiative, our client had us do their due diligence through a thorough competitor analysis price point check. The data provided helps shape the program still in use today.
“A satisfied customer is the best business strategy of all.”
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