Challenge
A company operating in the FMCG industry launched products in new packaging. After a few weeks, it noticed a decline in the number of consumers who stocked the goods, so it decided to conduct research and see what needed to be improved.
With the help of iPresso, the company used NPS surveys, finding out about consumers' problems with the new packaging.
Action
- User segmentation
With iPresso, consumers were segmented into groups, such as those who had purchased products with new packaging recently. - Creation of NPS surveys
The company prepared relevant surveys and added additional questions depending on whether or not the consumer was satisfied with the last purchase. - Automatic messaging
Emails with NPS surveys were sent to all those who purchased products in new packaging. - Analysis of results and product improvement
Consumers were eager to share their thoughts and pointed out several problems that made the new packaging not as comfortable to use as the previous ones. Through analysis of the results, the company improved the new packaging.
Results
- Until now, consumers rarely shared feedback because they didn't know how to do it. After implementing simple NPS surveys, as many as 36% of consumers gave feedback on the products, and the company changed the awkward packaging.
- The new packaging turned out to be less functional than the previous one, so based on the opinions expressed, the company improved it according to users' preferences. After conducting follow-up surveys, the company reported a 45% increase in consumer satisfaction.
- Consumers were more likely to return to the company and stock up on new products because they noticed that the company listened to their wishes. The retention rate increased by 15%.
- As a result of the feedback collected, the company received many product tips and knew what features consumers liked and what things to consider when launching new products.
