Learning how a food delivery app could grow in one market
A food delivery app wanted a foundation of customer understanding in one of its markets: how to keep customers, win new ones and stand out. We built on its own brand tracking, then spent time online with people who use delivery apps.
- Client
- Food delivery company
- Industry
- Consumer services
- Market
- One European market
- Kind of work
- Consumer understanding
- Our role
- An online community with app users, built on the client’s own brand tracking
The question
Competing apps can look much alike, so the company needed to understand what makes people choose one, stay with it and recommend it, and what would set it apart.
It also wanted lessons it could take to its other markets.
Our approach
We began with the company’s own brand tracking, which gave us hypotheses to test and measures we could reuse, and the client team added and prioritized the questions at kickoff.
An online community with people who use delivery apps, the company’s customers among them, ran in the local language with a local partner, using tasks such as writing a letter to an app and marking up advertising.
What the team came away with
A topline, then a debrief that set out what the evidence meant for the company’s proposition, its messaging and its brand.
Because the work started from the company’s tracking, the team could read the new evidence against measures it already used.
Related work
View consumer understanding case studies- What we do
- Strategic research
- The thinking behind this
Want to understand your customers better?
Bring the question, and we’ll talk through where to begin.
A partner or director will reply.