Understand the impact of your customer’s experience.

The results.

Brick & mortar.

Behavior Finding: 

14 days after visiting the retail store, shoppers who had a difficult experience in the retail store visited both Walmart and Target at a higher percentage than those who reported an easy experience.

• Walmart: 22% vs 18% – a 22% increase
• Target 17% vs 10% – a 70% increase

So what?

This validated behavioral insight suggests that the brand’s retail stores are failing to satisfy a need that subsequently was sought after by major retail brands. Meaning, shoppers who had a difficult time accomplishing their reason for visiting the phone retail store chose to visit Walmart and Target hereafter in search of a solution that was otherwise not satisfied by the phone brand’s retail store.

Now what? 

Survey the respondents! vSurveys+™ unearthed differing behaviors between two groups of retail shoppers – with MFour Studio™️, the phone retailer has the ability to survey the individuals who had a difficult experience and subsequently visited Walmart/Target and ASK them what the retail store failed to satisfy, why they chose to go to Walmart/Target, and did Walmart/Target satisfy the need. 

This follow-up research allows the brand to make adjustments in their retail store to ensure an easier experience and prevent losing business currently being re-captured by Walmart/Target. Beyond improving the in-store experience, retailers can use this insight to strategically capture lost in-store sales/satisfaction by placing revenue-driving initiatives within big box retailers – furthermore, this finding creates a case to execute additional research to understand which products/services big box stores are offering that mobile retail locations are not. Survey these consumers to find out!

Website

Behavior Finding: 

Shoppers who had a difficult experience showed higher visitation to competitor websites over a 14 day period after visiting the retail store. 

• Phone Provider A: 28% vs 21% – a 33% increase
• Phone Provider B: 21% vs 16% – a 31% increase

So what?

This behavior insight gives validated competitive intel- it shows the retail brand where unsatisfied customers are looking elsewhere and to what extent. It is clear an in-store visit did not meet the expectations among those who had difficulty achieving their reason to visit. This creates a question gap: What expectations did the in-store experience not meet that then drove the behavior of visiting the online website(s)? FAQs and/or services that in-store associates could not help with? Are there services offered online that should also be offered in-store? Is the negative in-store experience at one brand driving visitation to competitive brands’ websites?

Now what? 

Survey these consumers to find out. vSurveys+™ unearthed differing behaviors between two groups of retail shoppers – with MFour Studio™️, the phone trailer has the ability to survey the individuals who had a difficult experience and subsequently visited competitor websites and ask them why – what expectations were not met? Did the competitor’s website satisfy the expectations? Did they lose a customer? Answers to these questions can help guide improvements to the brand’s retail experience increasing customer acquisition, retention, and ultimately preventing lost/increasing market share.

About MFour.

MFour offers a revolutionary end-to-end platform that delivers validated consumer data. Recognizing the pervasive issues of data fraud and industry commoditization undermining data quality, MFour provides a robust solution.

Through the Surveys On The Go® app, MFour collects and validates consumer behaviors, offering deep insights into consumer journeys. This data collection method enables the platform to trigger survey invitations targeted at verified audiences, providing a comprehensive understanding of consumer motivations.

The gathered and validated data is then presented on MFour Studio. As the industry’s only end-to-end platform to build, field then analyze insights, MFour Studio seamlessly integrates validated consumer surveys with real-time app, web, and location data. This integration empowers businesses to gain holistic consumer understanding then make informed decisions.

MFour stands at the forefront of consumer data analytics, combining validated survey and behavior data on a unified platform to enhance business decision-making.