back| Client Metamorphosis Project Market research and planning Sector Business Background A well positioned and established brand offering high quality bathroom design was looking to increase its conversion rates from enquiry to order Brief To undertake a number of market research exercises including client surveys and mystery shopping Solution Navigate ‘mystery shopped’ the client and 5 other similar operations to understand the enquiry-to-order process of each in the sector. This included phone calls, emails and site visits Result Navigate identified that the client was scoring well in every stage of the process – branding, accessibility, professionalism, expertise, price – but the speed of the quote, from meeting to proposal was too long. So business had already been lost by the time their excellent proposal had arrived. By identifying this issue, Navigate was able to set up a new proposal process for the client, and market share increased dramatically. |
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