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Wooden Farmhouse Table
Takeaway Meals

TRUST BENCHMARK

Quantitative benchmark.  ​

  • 5,059 Survey Responses.

  • Three segments created via Cluster Analysis. 

  • Weighted attribution factors determined to increase churn.

SITUATION

A lot of chaos between the kitchen, grocery store, and meal time!
Mobile app and website usage throughout journey is commonplace. 
Digital Tools need to be dependable:

  • Unclear shopper trust in website and the mobile app. 

  • Transparency issues might be the reason for inconsistent usage. 

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TASK

Map the customer journey in a meta-analysis synthesis.

Develop metrics related to Trust. 

Food Packaging

ACTION

Designed. Recruited. Analyzed. Reported. 

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Baking Tools

RESULTS

  • Established TRUST as an attitude that matters and lackthereof can erode digital KPIs. 

  • Developed LOYALTY cluster to understand how sentiment impacts weekly and daily retention cycles. 

  • Pinpointed ACCURCY as one of the leading indicators for why customers actually decreased their app usage.

  • Gave leverage to increase resources on Inventory & performance initiatives.

  • Decreased Churn over the prevailing 6 months.  

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