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Customer Experience – Buying Habits - FMCG

As consumer attitudes towards snacking and healthy eating was evolving, our snack food client wanted to assess the extent to which the ‘winds of change’ were real or just a passing phase.

We built a programme of research that encompassed both the shopper and user perspectives and identified the triggers and barriers for each. Did pester power still play a role in the buying decision and how tightly controlled was the modern day family unit when it came to snacks and treats?

The research unpacked the Power Drivers of decision making and enabled the company to feel confident that not all consumers are influenced by media stories. On this occasion the winds of change were not gale force!

Customer Experience

  • Moments of Truth

  • Service Recovery

  • Shopping Habits

  • Buying Motivations

  • Sorting Out Your Problems

With Director involvement at every stage we build relationships, inspire people, and make research stimulating for everyone involved. Email Kevin Stanfield :


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