Work · Online Grocer Shopper Insights
Direct Grocer
New York City’s best-known online grocer relies on Surveys & Forecasts for all of its customer satisfaction and ad hoc research needs.
The engagement
The situation
One direct grocer has succeeded in metropolitan New York where many others have failed. Since 2010 we have been its sole research firm: gathering customer feedback, providing insights, conducting ad hoc analyses, and testing new product ideas.
What we did
Each day, invitations go to households that made a recent purchase, and their feedback is merged with transactional information. A dashboard tracks benchmarks from produce quality and brand selection to delivery packaging and site navigation, down to the neighborhood level.
The result
Linking transactional behavior with self-reported attitudes has unlocked insights used to alter marketing communications, product offerings, delivery times, and even the configuration of the mobile app.
When we combine sources to present a cohesive picture, the power of survey data is even greater.
Survey research is extremely important, but it is one of many sources and variables that a company must monitor.