Challenge: Gauge overall customer satisfaction with the Pairings Portland wine shop experience, and get feedback on current products, events, classes and approach to wine pairing to focus the business strategy and refine offerings.
Process: As a fairly new business in a city that loves its wine, the owner of Pairings wanted to increase his customer base, grow profits, engage and satisfy customers, and build customer loyalty. After a handful of planning meetings to determine project scope, key questions and business goals, I designed a survey that was sent to the Pairings email list and shared on social media. The survey was primarily quantitative; questions focused on customer needs and preferences for offerings (wines, events and classes), interest in attending classes and events, shopping motivations, general likes/dislikes, and competitors.
Outcome: The owner used the findings to inform his overall business strategy, make changes to product offerings, simplify the organization of retail displays, improve his wine club, and revise his marketing efforts.
My role: Research design, client collaboration, data collection and analysis, recommendations and report