Case Study

Background
One foreign-invested bank in Shanghai intends to up the software and hardware service level of the outlets. RaPid was entrusted to make assessments and tests to the key outlets in the region in order to improve the service level and the satisfaction.

Content
According to the outlet service standard inside the bank, a number of evaluation standards were set up on the software and hardware of the outlet. On software, appearance, behavior, language and professional knowledge of the security personnel, the lobby manager and counter staff are tested. On hardware, all aspects of the external environment, the lobby environment, equipments and safety facilities, business counter and self-service area are observed and graded.

Achievement
This research gave ranks to all tested outlets of the foreign-invested bank in general and segmented indexes after a comprehensive assessment, and made an analysis of the reasons of those outlets with low scores, found their weaknesses and made pertinent rectifications. According to the testing result, RaPid put

Customer needs
Make a research of target consumer groups in Shanghai to understand the different consumer groups’ demand for bread products in Shanghai as well as the bread brand’s recognition of different brands of bread in order to make clear of the customer’s attitude towards the brand and its competitors.

RaPid solution
make clear the influence of competitive products on consumers
research on consumer behavior and consumption habits
make an exploration of customers’ needs towards bread products and expectation of the price.

Method
intercept interview on fixed location (200 samples)
Choose 5 typical KA shops and 5 B/C shops in Shanghai, make an interview to those who buy breads.100 people for KA shop and 100 people for B/C shop, make the samples equally distributed in each shop and take the age and gender proportion into consideration.

Achievement
RaPid research let the clients have an overall knowledge of the consumers’ recognition and need of bread brand, consumption habit, expectation of price. It provides guidance and data support for the improvement of service, brand promotion, the formulation of marketing strategy and the producing of new products.

Customer needs
In order to improve market coverage, the food company plans to develop new distribution channels and make correlated strategies through information about market capacity of the new channel and the current market competition.

RaPid solution
Make data collection of basic information on number, types, addresses of the shops;
Collect information about sales of the product on this channel to calculate the market capacity;
Make clear the competition status such as the competition brand in this channel and characteristics of product suppliers

Method
General research at retailing shops

Achievement
Enterprises got basic information about all retailing shops in the new channel through the general survey and made clear the market capacity of this channel. At the same time, they made clear the current competitive brands and their prices, providing sufficient data support for the company on whether to apply this channel and how to apply this channel.