Meyocks

Getting to the Heart of Customer Connection

As a regional grocery retailer actively tracked their Net Promoter Score (NPS), the organization recognized that NPS alone wasn’t revealing the full story. They sought to understand the emotional drivers behind their customer relationship to uncover what was truly fueled loyalty and advocacy. By uncovering deeper insights about their consumers, they could reveal how shoppers connected with their brand and connected with them over time.

  • Custom Research
  • Brand Research
  • Brand Health
  • Competitive Intelligence
  • Net Emotional Value

Tracking Emotional Connection

After establishing a baseline of emotional brand sentiment for the client, Meyocks designed an ongoing emotional tracking study to uncover how, where and why shoppers connect emotionally with the brand. Our approach included:

  • Four waves of online surveys via a trusted third-party panel.
  • Recruiting over 4,000 qualified shoppers meeting key geographic and behavioral criteria.
  • Capturing consistent measures of brand awareness, emotional connection, shopping intent, as well as competitor brand sentiment across waves.
  • Standardized instruments to ensure data comparability and insight depth with this longitudinal study.

Delivering Deeper Emotional Insights

This research helped establish a baseline of emotional brand sentiment. Once that was established our team was able to:

  • Equip the client with deeper context behind their NPS scores, helping to define what drives advocacy and emotional attachment.
  • Build a Tableau dashboard offering a continuous view of brand sentiment across core and emerging markets and the changes over time.
  • Deliver insights to guide brand storytelling, expansion planning and loyalty initiatives.

Discover More of Our Research Results

View Work