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Consumer Quality Experience

Eolas International 233
Group 8419

Consumer Quality Experience

Consumer and product Experience

Deep dive natural consumer experience in real-time through all touchpoints of the consumer journey.

Project Background

Our global CPG client wished to evolve their approach to quality evaluation, moving from traditional quality assessments to a proactive and consumer-centric monitoring program.

Eolas International 233
Group 8419
Eolas International 233
Group 8419

Client Objectives

Specifically, they wanted to integrate an understanding of the consumer quality experience, the incidence of defects and the impact upon purchase intent. Since this was a new approach, we needed to evolve evaluation and performance tracking metrics and assess the consumer-relevance of their technical quality standards.

Our Solution

We designed an iterative consumer-centric program that evaluated experience and impact throughout the consumer journey, from point of purchase to moment of consumption. The study ran across 14 markets and in each we recruited a robust sample of real and genuine consumers who completed their journeys using the Eolas QualX Platform. Through our analysis, we developed a suite of scoring metrics and indicators, including our CQE score (Consumer Quality Experience Score) which provides a holistic performance score, aggregating touchpoint experiences and weighting impact.

Eolas International 233
Group 8419

Outcome

Group 8178

How did this service help our client?

Our client was left with an in-depth understanding consumer awareness and experience of product and packaging defects and the resulting impact upon behaviour. More importantly they stress tested the consumer relevance of the technical quality standards and identified changes to defect importance, severity and tolerance, whilst also taking action to address the root cause of defects. The program highlighted issues at shelf across a number of markets and steps were taken to rectify through retail strategy. As a result of the consistent framework of metrics and scoring, our client benefited from insights both at country and category level but also at global level.

Benefits of our Consumer Quality Experience service…

Connect with real and genuine consumers around the world, at speed

Access harder to reach environments in a cost efficient and geo-targeted manner

Walk through the complete consumer journey alongside consumers

Evaluate how touchpoint experience impacts behaviour and combines to make up the holistic experience

Leverage greater quality of engagement and real-time reporting of responses

Deliver more research and results at speed, to facilitate faster decision making

Case Studies

Group 8643 5
  • Case Study

    Comprehensive E-Commerce Evaluation: Usability, Delivery, and Consumer Experience

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  • Case Study

    Modernizing In-Home Usage Tests (IHUTs) with Technology-Driven Solutions

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  • Case Study

    Optimising Participant Recruitment in Low Incidence Healthcare Studies.

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