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Improving the Consumer Experience in Retail: Bringing big data to small users

Lead Participant: SPRINGBOARD RESEARCH LTD

Abstract

Retail centres offering a consistent and congruent customer experience through a clearly defined comparison, convenience or speciality offer perform better than centres whose collective offer is not as clear. Our project brings 24/7 footfall and other consumer data directly to retailers and other high street stakeholders, helping them understand more about their customers and the locations they trade in, and adjust their individual operations accordingly. This will result in an improved customer experience, increased footfall to the location and more turnover/profit for the retailers. Our project is innovative as focuses on improving the customer experience in smaller locations (Ayr, Ballymena, Bristol, Congleton, Holmfirth, Morley and Wrexham). It will define new classifications of towns, for retailers, investors and place managers, based on customer activity and feedback. Finally it brings together a unique set of indicators, in a new interface, allowing users and retail locations to predict the outcome of interventions and trends that may affect their performance (like car-parking charges, or extended opening hours), facilitating better, more transparent, decision-making.

Lead Participant

Project Cost

Grant Offer

SPRINGBOARD RESEARCH LTD £442,474 £ 265,484
 

Participant

MANCHESTER METROPOLITAN UNIVERSITY £149,664 £ 149,664
CONGLETON TOWN COUNCIL £7,456 £ 7,456
SOUTH AYRSHIRE COUNCIL £7,505 £ 7,505
MYKNOWLEDGEMAP LIMITED £165,146 £ 99,088
NMTF LIMITED £7,936 £ 4,761
KEEP HOLMFIRTH SPECIAL £7,806 £ 4,683
NATIONAL ASSOCIATION OF BRITISH PAKISTANIS (NABPAK) £7,936 £ 4,761
ASSOCIATION OF TOWN CENTRE MANAGEMENT £7,750 £ 4,650
CARDIFF UNIVERSITY £95,853 £ 95,853
BRITISH COUNCIL OF SHOPPING CENTRES £8,522 £ 5,113
PINPOINTER LIMITED £7,856 £ 4,713
BRISTOL CITY COUNCIL £7,435 £ 7,435
MORLEY TOWN CENTRE MANAGEMENT BOARD £7,728 £ 4,637
MID & EAST ANTRIM CITIZENS ADVICE £7,505 £ 7,505
NEWRIVER RETAIL (UK) LTD £8,672 £ 5,203
WREXHAM COUNTY BOROUGH COUNCIL £7,505 £ 7,505

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