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.

Better outcomes on MFour Studio™️: the first platform to behave like your consumer. Using the nation’s most downloaded, highest-rated, and only Apple-approved data collection and survey app, MFour has finally united market research and data science.

MFour Studio™️ is the only place for real-time app, web, and foot traffic united with validated consumer surveys for unprecedented insights to help you capture the modern consumer’s attention.