market and
customer research & digital
consumer trends

Online. Mobile. Social.


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Topics

ADVERTISING

ADVERTISING

Measuring the success of advertising. Tracking the performance of CRM programs via KPIs. Establishing optimum measures.

ADVERTISING.

Measuring the success of advertising. Tracking the performance of CRM programs via KPIs. Establishing optimum measures.

We answer all of your questions related to the success of your advertising and CRM measures. Cross-device and directly from the consumer perspective: How successful is your current advertising campaign within which target groups? How does Google AdWords influence the brand perception of your consumers? How does your customer loyalty program perform in view of the key brand, marketing and CRM KPIs? Insights about all of these questions are obtained by one-time ad-hoc-measurements or as a regular performance tracking. With our “Consumer*Heartbeat”, we also integrate survey KPIs with relevant CRM KPIs. And we look beyond our own nose. For example, we closely examine the causes and effects of ad blockers for your company. 

Top Tools: AD*Tracking, CRM-KPI*Measurement, WOM*Check.

Contact: advertising@defacto-dr.de

BRAND

BRAND

Analysing brand image. Strengthening brand position. Emotionalising brand experience.

BRAND.

Analysing brand image. Strengthening brand position. Emotionalising brand experience.

Learn more about the image and positioning of your brand from the consumer perspective. For example, is your brand perceived as especially high class, appealing or modern in direct comparison to competitors? What are the strengths and weaknesses of your brand? Does your brand have a unique selling proposition compared to the leading competitor brands? We answer all your questions related to your brand. In doing so, we track the performance of your brand using brand KPIs, review the success of current brand campaigns and help you optimise your future brand positioning. A focal point is the analysis and management of your brand in social media, mobile and online (digital branding). Customer-centric. Significant. Effective.

Top Tools: BRAND-POSITION*Check, BRAND-IMAGE*Profiler, BRAND-CAMPAIGN*Tracking.

Contact: brand@defacto-dr.de

CONSUMER

CONSUMER

Measuring digital and non-digital consumer trends. Inspiring customers. Optimising customer performance.

CONSUMER.

Measuring digital and non-digital consumer trends. Inspiring customers. Optimising customer performance.

We answer all of your questions related to optimising your customer relationships. Via online surveys, mobile checks or social media analysis. For existing customers, inactive customers or customers of your main competitor. We offer a solution for any problem in the customer lifecycle. Whether it is related to the satisfaction with your online shop, the segmentation of your customers into target groups that are easy to address, or analysing the success of your CRM customer program. We analyse all touch points with the customer and help you optimise your customer communication. In all phases of the customer lifecycle. Digital and non-digital, exactly the way today’s customers “tick”.

Top Tools: CUSTOMER-EXPERIENCE*Track, BENEFIT-SEGMENTATION*Analysis, CONSUMER-HEARTBEAT*.

Contact: consumer@defacto-dr.de

MARKETING

MARKETING

Testing product, price and design. Optimising offer price. Improving the effectiveness of advertising and brand communication.

MARKETING.

Testing product, price and design. Optimising offer price. Improving the effectiveness of advertising and brand communication.

Marketing decisions have to be made nearly every day by those responsible. What product concept meets the needs of the end consumer best? Which packaging design has the greatest effect on sales? Which advertising format is most successful within the core target group? We answer all of your questions related to optimising your operational and strategic marketing mix decisions. And we provide you with a pragmatic toolbox for fast implementation in day-to-day business. Back up your key marketing mix decisions with actual empirical data. We help you optimise your advertising media, packaging designs and product concepts. Reduce your flop rate and specifically improve the effectiveness of your brand communication. Quickly, if desired even overnight via quick votes.

Top Tools: Best-Choice*NAVIGATOR, Best*PRODUCT, Best*ADVERTISING.

Contact: marketingmix@defacto-dr.de

MOBILE

MOBILE

LIVE. REAL. WOW.

MOBILE.

LIVE. REAL. WOW.

Generating shopper insights (“live”), analysing genuine consumer experiences (“real”) and identifying the buzz factors of consumers on site in the store (“wow”). The always-on-lifestyle of today’s consumers means that consumer insights have to be collected right in the moment of truth. Not two or three months later, which is often the case with common survey tools. With Geo*Fencing technology, we are able to collect shopper insights directly after the POS experience via smart phone (iOS, Android) – for example immediately after visiting a store. Location-based and app-based. Whether we are talking about the service quality at selected stores, the success of new shop concepts or the ranking of thousands of stores per live NPS. We help you optimise the POS experience of your customers and assist you in developing the point of sale into a point of emotion.

Top Tools: CX*pulse, POS*AwarenessCheck, LIVE-EXPERIENCE*Track, AppSolute*Success.

Contact: mobile@defacto-dr.de

Omnichannel

Omnichannel

Analysing the customer journey comprehensively. Evaluating touch point experiences and expectations. Establishing optimum omni-channel measures.

Omnichannel.

Analysing the customer journey comprehensively. Evaluating touch point experiences and expectations. Establishing optimum omni-channel measures.

We answer all of your questions related to the customer journey of your consumers. Via feedback groups, online surveys, mobile surveys or social media monitoring. Searching mobile for information on the homepage, exchanging offline with friends, online shopping, making recommendations on social media, returning offline (click & collect), and much more. The journeys taken by customers through the touch points, media and channels are nowadays very heterogeneous and highly individual. Online intersects offline, offline intersects online. We analyse precisely these “journeys” directly from the customer perspective, determine the performance of your touch points and advise you on the implementation of the right omni-channel measures. Cross-device. Exactly the way customers expect it from a modern company. Without interfaces, without “silo thinking”.

Top Tools: CUSTOMER-JOURNEY*Track, PATH-TO-PURCHASE*Analysis, TOUCHPOINT-EXPERIENCE*Check.

Contact: omnichannel@defacto-dr.de

ONLINE

ONLINE

Optimising website usability. Improving online customer experience. Maximising the conversion rate.

ONLINE.

Optimising website usability. Improving online customer experience. Maximising the conversion rate.

Whether you want to test the usability of your website, improve the online customer experience or maximise the conversion rate of your online shop: We offer the right tools and solutions. We determine the influence of Google AdWords on the perception of your brand. We check the usability of your website with actual users in a representative form. We observe and analyse the surfing and click behaviour of your visitors and prepare a prioritised to-do list of the best optimisation measures based on the resulting insights. Last but not least, we help optimise your conversion rate, turn your website visitors into buyers and improve your yield and ROI. There is a good reason that “online” is virtually part of our company name: defacto digital research.

Top Seller: CROWD-USABILITY*Check, CONVERSION*Plus, VIRTUAL-FEEDBACK*Community.

Contact: online@defacto-dr.de

Social

Social

Analysing posts and content on Facebook & Co. Determining social buzz. Optimising the brand image in social media.

Social.

Analysing posts and content on Facebook & Co. Determining social buzz. Optimising the brand image in social media.

We answer all questions related to the social media performance of your brand. A comprehensive social media analysis forms the basis. No matter whether you focus on your own brand or benchmark yourself against your main competitor. We analyse all relevant, publicly accessible forums, platforms, blogs and social networks. No matter whether the goal is determining the share of buzz, analysing the tonality of user discussions related to your brand or identifying brand influencers in social media. Thanks to highly modern dashboard technology, you always have access to the latest analyses and most important social media KPIs. Just in time and fully tailored to your needs – just consumer-centric.

Top Tools: SOCIAL-BUZZ*Monitor, BRAND-ALERT*System, BRAND-INFLUENCER*Analysis.

Contact: social@defacto-dr.de

sustainability

sustainability

Measuring sustainability. Analysing sustainability expectations. Exploiting lift effects.

sustainability.

Measuring sustainability. Analysing sustainability expectations. Exploiting lift effects.

Whether it is based on a genuine vision and conviction, or simply a tough calculation by companies: sustainability has an ever-increasing impact on the classic marketing KPIs such as brand image, customer loyalty and buying behaviour. Find out how “sustainable” your company is considered in the immediate competitive environment from the direct perspective of your customers. And what concrete economic, ecological and social expectations your customers have of your company, products and services in the context of sustainability. Last but not least, learn more about the concrete “lift effects” of sustainability on your brand and sales. In short, we answer the key question: To what extent does the sustainability commitment of your company and brand pay off? At the same time, we ensure to not lose sight of your key competitors with our sustainability ranking.

Top Tools: SUSTAINABILITY-ENGAGEMENT*Check, SUSTAINABILITY*Potential, SUSTAINABLE*Monitor.

Contact: sustainability@defacto-dr.de

Point-Of-Sale

Point-Of-Sale

Live tracking of shopper impressions. Analysing store benchmarking just-in-time. Improving POS performance.

Point-Of-Sale.

Live tracking of shopper impressions. Analysing store benchmarking just-in-time. Improving POS performance.

Generating shopper insights (“live”), analysing genuine consumer experiences (“real”) and identifying the buzz factors of consumers on site in the store (“authentic”). The always-on lifestyle of today’s consumers means consumer insights have to be collected right in the moment of truth. Not two or three months later, which is often the case with common survey tools. With Geo*Fencing technology, we are able to collect shopper insights directly after the POS experience via smart phone (iOS, Android) – for example immediately after visiting a store. Location-based and app-based. Whether we are talking about the service quality at select stores, the success of new shop concepts or the ranking of thousands of stores per live NPS: We help you optimise the POS experience of your customers and assist you in developing the point of sale into a point of emotion.

Top Tools: CX*pulse, POS*AwarenessCheck, SHOPPER-EXPERIENCE*Track, AppSolute*Success

Contact: POS@defacto-dr.de