Cases

Mutual P&C insurance company Fennia aims to deliver as much value as possible to its customers. To support the value creation, Fennia does a lot of work on customer insight, both in terms of services and the overall customer experience. The aim of our collaboration was to deepen our understanding of how customer value is created, alongside customer experience, particularly through the factors that influence customer retention. This work was linked to a larger project aiming to renew the whole approach on how to reward loyal customers.

Novita, the largest manufacturer of handicraft yarns in the Nordic countries, wanted to renew its pricing strategy. Our approach, based on conjoint analysis, provided an in-depth understanding of the dynamics of consumer demand in terms of pricing and different product characteristics of own and competing products. The collaboration provided not only knowledge but also concrete tools to optimise pricing.

Nelonen Media wanted to find out the positive effects of TV entertainment – what kind of feelings and benefits does it create, for whom and to what extent? The results of the Great Entertainment Survey paint an emotional picture of the importance of entertainment in Finns’ everyday lives.

Kiilto wanted to renew its B2B digital services to better meet customer needs and fit the usage occasions. nSight carried out a project together with Kiilto’s construction, industry and professional hygiene business. Approach consisted of three phases: 1) as-is picture was created from all available sources, including web metrics, search engine marketing and competitive review 2) domestic and foreign customers were interviewed, and 3) findings were crystallized into a coherent development map.

PNM-Chipsters Oy, which markets fish products under the “Hyvä Apaja” brand, had recognized the need for better consumer understanding in a category that offers good growth opportunities. The goal of our cooperation was to create more understanding of the market, consumer behaviour and the factors influencing it, as well as the position of the Hyvä Apaja brand and competitors in the minds of consumers and in their shopping baskets.

Moving and logistics service company Niemi wanted to develop its operations and needed more understanding of it as employer – both internally in the form of employee experience and externally as an employer brand among potential future employees.

Futurice Family is a group of independent companies with a strong common value base and a common goal to help their customers succeed in a digitalized world. In Futurice Family’s strategy work, certain growth opportunities related to closer cooperation between companies had been identified, especially in the field of commercialization of services. As customer orientation and working together are one of the central shared values of the companies, it was natural to involve the customers in this discussion as well.

Keskinen Kello is a company that has grown from a brick-and-mortar shop into Finland’s largest online shop for watches and jewellery. It has become known especially for its wide selection of sports and smart watches. We have cooperated with the Keskisen Kello team in the field of consumer understanding, both in connection with the online purchase of watches and jewellery.

Listening to audiobooks has increased enormously in recent years, and Storytel wanted to find out more about the listening habits and preferences of Finnish audiobook listeners. In our research, we delved into the listening experiences of Finns regularly listen to audiobooks and gained understanding of what is important to them in terms of a good listening experience.

Part of the Orkla Care organization, Pierre Robert Oy, marketing the Black Horse, Norlyn, Pierre Robert and Finnwear brands, has systematically created understanding of consumers in order to build an stronger position as a retail partner and category developer. Together with Pierre Robert’s team, we have been able to delve deeper into the way Finns dress and the related purchasing behavior from the perspective of several categories.

Seure, owned by cities and wellbeing services counties, offers personnel services to its owners. Seure has long relied on knowledge-based management in its operations through both business data and various types of research. However, a clear opportunity for more effective utilization of information had been identified. The identified areas of development are familiar to most organizations, for example, retrievability of the information, sharing of internal information, usability of collected information and methods of utilization. Based on these starting points, we started a research development project together.

The Covid pandemic was a huge challenge for the trade fair industry. During the worst phase of the pandemic, events could not be organized at all, and people still had not fully returned to the fair in the fall of 2022. To be able to support its members in their own business, the Association of Trade Fair and Event Organisers needed an in-depth and validated understanding of this inherently international phenomenon. The goal was both to understand the causes of the phenomenon and to identify ways to improve the situation from the perspective of both consumer and professional fair visitors.

Kiilto is a Finnish family company that produces solutions for the chemical industry in four different business areas. Kiilto is the market leader, especially in consumer-oriented household cleaning products. To respond even better to the changing needs of consumers with its product range, Kiilto wanted to deepen the understanding of consumer behaviour in this category. We started to seek the understanding especially in the factors guiding consumers’ purchase decisions, shopping experience and the navigation on the store shelf, while also aiming to gain information about the price sensitivity of consumers in the category.

The world’s largest chocolate manufacturer, Mondelez, had made a new strategic alignment, giving the local organizations a more central role than before. The goal was to strengthen the importance of local market and consumer understanding and to identify consumer-oriented priorities for portfolio development, sales, and marketing. When the Finnish organization began to build a new growth strategy, the need to strengthen the understanding of Finnish chocolate consumers and their needs was identified.

Serla is one of the most important soft tissue brands in the Nordic countries. To make decisions related to its portfolio and development, Metsä Tissue wanted to hear the experiences and wishes of users regarding the category and products in both Finland and Sweden. The understanding was created through home use tests enabling a concrete comparison of the products.

The demand for plant-based meat substitute products has grown at a rapid pace in recent years. To offer better solutions to consumers’ changing eating habits, Valio wanted to deepen its understanding of the category use of plant-based meat substitutes and the related needs and wishes, both from the perspectives of consumers and professional kitchens.