What We Do

  • Unit economics benchmarking
  • Market sizing and assessment
  • Comp intel and benchmarking
  • Price benchmarking
  • Voice of customers
  • Sector scan
  • Category trends
  • Category assessment
  • Customer NPS and loyalty
  • Customer purchase journey
  • Share of wallet
  • GTM research
  • Customer segmentation and persona mapping
  • Mystery shopping
  • Need & intent gap analysis

Related Case Studies

Analyze needs and pain points across the supplier journey of restaurant partners for an online food delivery aggregator

Analyze needs and pain points across the supplier journey of restaurant partners for an online food delivery aggregator

Objective

  • An online food aggregator wanted to understand the needs and pain points of its restaurant partners

Methodology

  • Conducted in-depth interviews with restaurant owners / managers (N = 75) across metro cities in India to understand pain points across the supplier journey
  • With detailed analysis and latent needs based on discussions, identified whitespaces and unaddressed pain points for the client for engaging with the restaurant partners  

Impact / Outcome

  • Client was able to understand the pain points and latent needs of restaurant partners across business operations
Assess customer behavior through the online food ordering journey across platforms

Assess customer behavior through the online food ordering journey across platforms

Objective


  • Client wanted to understand the current trends in online food ordering across the customer journey:  discovery, selection, add-to-cart, payment, fulfilment, customer support, etc. 

Methodology


  • Conducted customer interviews (N = 120) across various customer segments (low-medium-high usage, platform preference, online vs offline, etc.) to gather insights around the online food ordering journey and understand key pain points across the critical steps
  • Based on the articulation of pain points and needs of customers, identified priority segments for the feature request and latent needs

Impact / Outcome


  • Successfully helped the client to understand the customer preferences for using online food ordering apps
  • Client was able to understand the customer journey, various pain points of the customers and how the online food delivery platforms are addressing them
Consumer preferences and price sensitivity analysis for a leading online food delivery player

Consumer preferences and price sensitivity analysis for a leading online food delivery player

Objective 

  • A FoodTech player wanted to understand the customer preferences, price sensitivity and validate the pricing of different subscriptions it offers  

Methodology 

  • Conducted in-depth interviews with customers (N = 40+) with a diverse set of customer segments (students, working professionals, domestic migrants, etc.) to validate the offering and its associated pricing across the subscription model.  
  • Understood types of subscription models in food home-delivery sought by customers (healthy, medicinal diet, khichdi, regular / staple meal, etc.) and their willingness to pay for these offerings across consumption frequency (a la carte, weekly, monthly, etc.) 
  • Conducted customer survey (N = 200) to understand the overlap between order tendency vs price to derive the inflection point where players can generate maximum revenue (# orders vs $ price per order) 

Impact / Outcome 

  • Successfully provided the client with a deep, comprehensive perception of pricing for different subscriptions models and explain what is considered ‘value-for-money’ by customers 
  • Client was able to understand the price sensitivity across customer personas and subscription models  
Evaluate customer behaviour, churn reasons and NPS for a leading FoodTech player

Evaluate customer behaviour, churn reasons and NPS for a leading FoodTech player

Objective 

  • Client wanted to understand repeat order usage behavior, feedback, and purchase preferences of its customers in order to define improvement areas for the FoodTech brand 

Methodology 

  • Conducted N = 1,000 customer surveys to understand the perception, experience, and NPS of existing as well churned customers
  • Created a dynamic excel model and survey databook to identify patterns / trends in order frequency, order value, repeat purchase behavior, premium subscribers, etc. that drive retention vs churn of customers 
  • Categorized reasons for churn into logical buckets & categories to drive actionable outcomes e.g., performance perception (quality, delivery, etc.), design issues (UI / UX, bugs, etc.), psychographic (brand perception and personal image, etc.) 

Impact / Outcome 

  • Client was able to understand the key pain points faced by the potential customers and get critical insights on reasons for churn, drivers of adoption, and detraction for the brand
  • Successfully provided the client with insights across 5 key areas to drive higher NPS
Derive key customer personas and segments by studying online food ordering patterns for a FoodTech player

Derive key customer personas and segments by studying online food ordering patterns for a FoodTech player

Objective


  • A FoodTech company wanted to identify customer personas based on online food ordering behavior and assess how their preferences vary across demographic, channels, offerings, etc.

Methodology 


  • Conducted customer interviews (N = 30) to understand and segment different customer personas across parameters (low-medium-high usage, platform preference, online vs offline, etc.)
  • Conducted customer survey (N = 500) to understand key patterns within the identified segments
  • Understood patterns of common behavior / traits across the customer segments and personified these traits into distinct customer segments 

Impact / Outcome


  • Created a unique set of customer personas in context of online food ordering in India with identifiers across demographic, spend preferences, and other behavioral attributes
  • Highlighted identifiers for these persona types that can be targeted by any FoodTech player in India 

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