Case Studies
Turning data into strategies that drive measurable results
Annual Customer Satisfaction Study
Problem: A client in commercial real estate needed a structured way to track how inhabitants and visitors perceived their properties over time. They wanted to understand attitudes and behaviors in order to improve the customer experience and guide long-term strategies to attract and retain customers.
Action: Designed and managed an annual customer satisfaction study through on-site interviews with inhabitants and visitors, gathering both quantitative and qualitative data on perceptions, needs, and behaviors. Designed the survey framework, coordinated fieldwork, and applied statistical techniques to identify key drivers of satisfaction and areas of improvement. Translated findings into actionable insights and delivered results directly to the client’s leadership team at their annual meeting.
Result: Provided a clear view of visitor attitudes and customer experience gaps, highlighting opportunities to strengthen service, amenities, and engagement. The study became a cornerstone for shaping the client’s customer experience strategy and investment priorities in retail and commercial real estate.
Understanding the Target Audience
Problem: A shopping center client needed to improve visitor penetration by attracting more visitors and clarifying how to brand themselves in a competitive market. They lacked a clear understanding of who to target and how to align their tenant mix and marketing with customer needs.
Action: Designed and executed a two-phase study. First, conducted a quantitative survey and applied cluster analysis to identify distinct customer segments based on demographics, behaviors, and attitudes. Then, led focus groups with each segment to dive deeper into their motivations, brand perceptions, and expectations. Created detailed segment profiles highlighting opportunities for positioning, branding, and visitor growth.
Result: Delivered a segmentation framework that revealed who the most valuable target groups were and what they wanted from the shopping experience. Insights guided decisions on tenant mix, brand positioning, and marketing strategy, enabling the client to better attract new visitors, differentiate their brand, and focus investments where they would have the greatest impact.
Global E-Commerce Customer Insights
Problem: A global e-commerce company needed to better understand customer attitudes and behaviors across six markets to guide strategy and strengthen competitiveness. They wanted a data-driven view of satisfaction, loyalty, and purchase behavior to inform both local and global decision-making.
Action: Contributed to the design and execution of a large-scale study combining customer survey data with sales dataacross six different markets. Conducted quantitative analysis using statistical methods to identify key drivers of customer satisfaction, cross-market differences, and growth opportunities. Synthesized insights into six tailored reports, one for each market, highlighting both unique and common themes.
Result: Equipped the company with a clear, evidence-based understanding of customer behavior across regions. The six reports became strategic resources for market leads, enabling them to adapt strategies to local needs while aligning with global priorities. The findings also helped prioritize investments and refine customer engagement approaches.
Fashion Industry Trend Report
Problem: A leading fashion industry organization needed to provide its members with forward-looking insights into how the sector was evolving. With shifting consumer values, rapid digitalization, and increasing pressure around sustainability, there was a need for structured research to inform the industry’s positioning and guide members in making strategic decisions.
Action: Contributed to a trend study combining analysis of existing market data with qualitative interviews with industry professionals. Synthesized insights on emerging themes such as sustainability, new business models, and digital transformation. Developed a structured report that translated complex market signals into clear narratives and strategic implications for the fashion industry.
Result: Equipped the organization with a thought-leadership report that strengthened its role as an industry spokesperson and provided its members with actionable guidance. The study enabled fashion companies to anticipate trends, adapt business strategies, and align with evolving market and cultural dynamics.
Impact Analysis of Entertainment Exhibition
Problem: The client wanted to evaluate the success of hosting a large-scale international entertainment exhibition and understand its broader impact. They needed a clear picture of how visitors experienced the event, what drove satisfaction and loyalty, and what the overall economic and social effects were on the host city. The goal was to determine the exhibition’s strategic value and use the insights to guide future entertainment investments.
Action: Designed the research framework and introduced KPIs that went beyond attendance counts to capture Net Promoter Score (NPS), customer experience ratings, and overall financial and social impact. Led the analysis of survey and event data to identify visitor profiles, engagement drivers, and the link between experience quality and broader city-level outcomes. Translated complex findings into clear narratives and actionable insights that could be easily applied by decision-makers.
Result: Produced a comprehensive evaluation that demonstrated the exhibition’s impact on audiences and the host city. The findings provided the client with evidence-based guidance for future investment decisions around entertainment experiences, informing how to measure success, evaluate returns, and position large-scale cultural events in the future.
Connecting data with human behavior to guide smarter decisions
