The challenge: Public sector client: The client wanted to know if adding a café to their existing offering would increase customer footfall and frequency of visits. The client, was an employer offering support for people with learning difficulties.
The research: Qualitative and quantitative research (with both client and competitor’s consumers) and consultancy relating to the operating environment, including shop floor.
Our experience told us a café would be desirable and easily generate a profit for the cost of operation change, but was not motivational enough to increase footfall. We therefore suggested the development of a calendar of ‘promotional events’ that would attract new customers.
The client pitched for the additional money for the café and developed a calendar of activities as part of the implementation. The client also made our suggested changes to their customer journeys.