Retail Sector Research
Our experience
Maven Research has over 15 years experience in assisting major retail organisations drive profit through improving customer perception.
For the last 5 years Retail has been one of Maven’s strongest growing sectors. We are working with a number of high street household names and have recently been conducting up to 25,000 interviews per month in this sector.
Maven retail sector staff have experience of conducting research across many retail categories including; fashion, DIY and home improvement, department store chains, high street retailers, in addition to retail banking, automotive retail, bookmakers and fuel service stations to name a few.
Our experience in this field spans the full value chain covering all aspects of customer service - seeking feedback on;
- brand image,
- marketing communications,
- customer segmentation,
- product,
- ordering processes,
- delivery and warehouse processes,
- accounts receivables process
- query handling
- account management.
What to measure?
Maven can help you understand what your customers really want by:
- Monitoring your multiple shopping channels - how integrated are these from the customers point of view?
- Conducting focus groups to understand your customers views on promotions
- Carry out mystery shops to obtain hard measures regarding delivery of company standards across stores
- Conducting research with your Loyalty Card customers to identify reasons for customer retention
- Managing point of sale surveys to get real time results
- Researching the impact of customer satisfaction for key retail promotions (e.g Valentine’s Day, Mothers Day, Fathers Day, World Cup, Christmas)
- Measuring customer expectations of key services e.g. Wedding List, Gift List, Gift wrapping, personal shopping
- Investigate the impact of initiatives e.g. 2 for 1, pre and post refurbishment, chip n pin, layout and design of store
Retail research methodologies
Maven can help you understand what your customers really want by:
In addition to the above, how engaged are your customer facing staff in delivering top class customer service via your retail stores? Maven can measure and monitor Retail Employee Satisfaction to ensure your employees have the tools to do the job your customers deserve.
Maven have the capability and experience to help you identify key strengths and weaknesses of your business. We have worked with the likes of Debenhams, Marks and Spencer, Uniqlo, WH Smith, Wickes, Ikea and Coral to mention a few and have the resources, quality systems and experience to design and implement tailor made research solutions to your budget.
Retail - The Team
Should you require any further information relating to the work that Maven Research carries out in the Retail Sector then please feel free to contact any one of the team:
Amanda Potter - Sector Head
Sarah Williams
Sara Boxhall
Kiran Aftab
Chloe McMeekin
case studies
