ESA has proven capabilities in undertaking consumer projects within retail and using the outputs to effect consumer focused change in client organisations. Every week, ESA undertakes over 1,000 interviews and up to 4,000 in peak weeks on behalf of some of the best known names in retail.
The main areas of work are in:
- Consumer behaviour studies – ESA conducts research in-store at the fixture in order to gain an in-depth understanding of the process adopted by consumers when selecting which products to buy.
- Customer satisfaction surveys – ESA has a wealth of experience in conducting large scale customer satisfaction surveys for UK food and home goods retailers.
- Customer feedback and service compliance – ESA combines our expertise in customer satisfaction with Mystery shopping in a two step approach to improving customer loyalty and increasing spend:
- Understand what is important to drive up customer satisfaction.
- Undertake a mystery shopping programme to understand compliance to the key drivers. There is little point in measuring compliance to standards that have little bearing on customer satisfaction.
ESA's customised research uses a full range of fieldwork methods:
- In-store interviews / observation
- Exit interviews
- Street interviews
- Phone interviews using our in-house telephone centre
- On-line interviews
We have our own, centrally managed face to face and telephone field forces.
Find out more about ESA capabilities.
