Mole Valley Farmers are committed to protecting farming members from the impact of fewer suppliers and the threat of higher costs. They also aim to offer high levels of customer service and the widest range of keenly priced, quality products.
With this in mind, Mole Valley Farmers / Mole Country Stores were keen to undertake a research project exploring customers experiences in-store and commissioned Turquoise Thinking to conduct fieldwork and analysis during the Christmas shopping periods of 2017 and 2018.
Store exit surveys were conducted throughout several different store locations across multiple UK regions with a total of over 600 interviews conducted in the months of November and December. Each five minute survey focused around shopping experience, advertising recall of the Christmas campaign, and detailed a set of demographic and behavioural insights for each customer.
Mole Valley customers expressed high levels of satisfaction with their shopping experience, citing the friendliness of staff, ease of parking and finding what they were looking for, and competitive pricing as contributing factors. Turquoise have been able to track these results over time providing the client with feedback on percentage changes in satisfaction levels, likelihood to shop at the store again, brand perception and advertising recall.
Turquoise provided a brilliant service from start to finish. Their team provided timely progress reports, communicating in an efficient and professional manner. Research findings were presented back to our team to a clinical level of detail and understanding, of which I would be pleased to receive from a member of our internal team, let alone external.
Christian Welburn – Regional Marketing Manager
We conduct continuous tracking campaigns and annual ‘health checks’ for a number of brands in retail, finance, and utilities. The customer insights from this type of research provide firms with the ability to instantly address areas for improvement and aid future planning and campaign design.