What We Do

  • Availability visibility study
  • Category assessment
  • Category trends
  • Competitive intelligence
  • Customer navigational trends
  • Customer NPS & loyalty
  • Customer segmentation
  • Product price benchmarking
  • Sector scan
  • Target screening and diligence
  • Voice of customer

Related Case Studies

Opportunity analysis in customer personas and identifying their preferences for short video apps

Opportunity analysis in customer personas and identifying their preferences for short video apps

Objective

  • A Global Investment group wanted to understand usage trends of short video content platforms, user preferences and feedback

Methodology

  • Conducted a survey of respondents (N = 500) who are users of different short video platforms across metro / non-metro cities & other demographics
  • Conducted In-depth interviews (N = 25) with users to understand platform discovery, vintage, usage of app, impact on follower base in last 6 months using app, rating of key features and NPS of platforms used, drivers / barriers for adoption, pain points etc.

Impact / Outcome

  • Client was able to understand the awareness level of various short video apps
  • Client evaluated the key selection criteria of customers when it comes to short video apps
  • Client benchmarked usage as well as feedback of users
Concept validation for new product launch by digital lender providing media services

Concept validation for new product launch by digital lender providing media services

Objective

  • A large PE fund wanted to understand the whole media tech landscape to find a potential target which is also a fit for their investment thesis meeting both commercial and social impact benchmarks

Methodology

  • Conducted survey (N = 500) with customers belong five metros and have some experience in using short video app services
  • Identified customer behaviour towards their existing platforms of usage, their media consumption behaviour, and usage of different online services
  • Presented various concepts related to the upcoming and existing product offerings and tested their likeliness towards them
  • Deep-dived the validation with in-depth interviews (N = 100) with different customer segments based on their demography, past credit behaviour, and likeliness towards offerings
  • Understood customer behaviour towards different the selection of features on the app and the strengths and weaknesses of different product offerings of the client

Impact / Outcome 

  • The client validated and tested the upcoming features across different major cities and looked forward towards marketing and advertising strategy through different media platforms
Customer digital journey on exploring the platform

Customer digital journey on exploring the platform

Objective

  • Client wanted to evaluate shift in short video app user preferences & consumption behavior due to covid

Methodology

  • Conducted customer survey (N = 800) of platform users across 8 major cities to understand customer behavior and experience with the app and its competitors
  • Conducted in-depth interviews (N = 40) with industry experts and customers to map customer needs with different type of features and services provided by the app
  • Identified key selection criteria, differentiating it with competitors

Impact / Outcome

  • Enabled the client to understand the overall impact of covid on short video market over changing customers preference and needs
Understanding customer retention and churn analysis

Understanding customer retention and churn analysis

Objective

  • An emerging PE investor wanted to understand the various channels of customer acquisition, their retention rate and churn rate for a digital news platform 

Methodology

  • Projected future MAU, DAU considering acquisition through various channels, customer churn, penetration of smartphone & internet 
  • Estimated CAC for acquiring users through various channels after assessing the evolution of dependency 
  • Studied the existing coverage of target across languages, genres etc. 
  • Studied the competitive landscape to understand where the target ranks in the market 

Impact / Outcome

  • Client developed clarity on perception, preferences and feedback as compared to its competitors with action points on how to improve NPS
Understanding pain points of customers of short video apps and hidden nuances while selling such a service

Understanding pain points of customers of short video apps and hidden nuances while selling such a service

Objective

  • Evaluate customer experience across key players in the short video app industry; develop understanding of customer thought-process, preferences, and perceived quality of delivered services and therefore identify areas of improvement

Methodology

  • Carried out platform and market competitive analysis to understand the market attractiveness and differentiation
  • Conducted in-depth interviews (N = 45) to identify product and process level differentiation with competitors
  • Understood customer journey right from need generation to platform identification process and identified the challenges faced by customers at different phases of the journey
  • Identified gaps in user experience and service levels by segmenting challenges faced by the customers

Impact / Outcome

  • Suggested areas of improvement recommended for improved user experience
  • Suggested better differentiating factors between platforms 
Understanding the purchase behavior and price sensitivity of users

Understanding the purchase behavior and price sensitivity of users

Objective

  • The client wanted to understand the customer perception for price difference among platforms, user behaviour, price sensitivity and trends in the media market 

Methodology

  • Conducted a customer survey (N = 1,500) and IDIs (N = 10) with users of the target platform
  • Also conducted in-depth interviews with (N = 1,000) and IDIs (N = 30) with users of competition platforms
  • Identified and analyzed the awareness, usage, and key selection criteria 
  • Understanding buying frequency, average spend, and NPS 
  • Evaluating price sensitivity of the buyers
  • Understanding end use trends of heavy spenders

Impact / outcome

  • Successfully provided the client with a deep insight into the different behaviors exhibited by customers across different spend ranges
User survey for change in app usage and new users onboarded on the app

User survey for change in app usage and new users onboarded on the app

Objective

  • Client wanted to understand pre & post impact of brand campaign along with brand perception among customers

Methodology

  • Conducted a survey for N = 500 users of short video app (across 7 metro cities and 4 tier 1 & smaller cities) to get insights on their brand awareness, usage, experience and content consumption
  • Conducted a similar survey post campaign to get insights on effectiveness of the campaign

Impact / Outcome

  • Successfully provided customer's awareness across platforms, Target company’s campaign awareness
  • Assessed customer’s usage & transaction preferences and experience with the target platform 
  • Client understood effectiveness of the campaign by the change in customer behaviour & also understood the jump in users onboarding the platform as a result of campaign

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