Staking a claim on the largest e-commerce market in Europe

Our client, a global logistics operator, wanted to optimise its B2C offer and expand its parcel delivery network within the UK market.

The challenge

In order to shape its UK strategy, a global logistics company needed to understand parcel delivery, customer needs and expectations of these services, as well as the current position of its brand within the UK market.

Our solution

We quantified UK consumers’ perceptions of the brand, and their behavior in terms of its service, among a sample of thousands that was representative by region, demographics and shopping habits. To maximise the value from the survey and add a 3-dimensational image to the voice of the customer, we captured vox pop videos that communicated their opinions at a more individual, personal level.

We then discussed how customers chose delivery companies and their understanding of how different delivery methods worked. We achieved this through a programme of online groups with customers in a range of remote rural locations, and face-to-face focus groups in multiple cities across the UK nations.

The outcome

We gave the client a comprehensive picture of the UK parcel delivery marketplace, as well as an understanding of the brand’s strengths, and the gaps in its service quality. Most importantly, we provided the team with robust, actionable recommendations for positioning itself effectively.

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