Consumer Insights Panel: Social Media Report

The Q2 2010 x Empathica Consumer Insights Panel surveyed more than 15,000 U.S. and Canadian consumers, in part focusing on their online habits and social media usage. This survey was part of a comprehensive study on North American consumer spending behaviors and sentiments in various industries, which includes additional surveys in domains such as customer service, the overall economy, and the financial services sector. This detailed examination can be analyzed on its own and also compared to data pulled from Q1—serving as prolific insight into the movement of consumer spending behaviors this year.

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Consumer Insights Panel: Spending Behaviors and Sentiments in the Food Service Industry

The Q1 2010 Empathica Consumer Insights survey of more than 13,000 U.S. and Canadian consumers revealed several findings related to spending differences between men and women, customer service perceptions, and brand loyalty. In a time when restaurants have faced significant challenges with maintaining and growing their current client base, it’s necessary to conduct a close examination of current business processes that are either stimulating or hindering their growth.

While economic conditions have impacted consumer spending across the board, the restaurant industry has been affected most prominently. Casual and fine dining restaurant brands, in particular, struggle with lower traffic, less incoming cash and higher expectations to deliver. To accommodate changing consumer behaviors concerning discretionary spend, restaurants must place more of an emphasis on customer service in order to achieve traction with today’s choosy consumers.

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Consumer Insights Panel: Consumer Feedback Behaviors in Pharmacy Retail

The Wave 2 2012 Empathica Consumer Insights Panel surveyed more than 1,500 U.S. consumers, focusing on topics related to the economy and the pharmacy retail sector. The survey of sentiments toward spending and pharmacy retail experiences was conducted in the context of a broader study of consumer shopping intentions and customer satisfaction as reported by consumers across the country.

The survey showed that despite lingering concerns about the state of the U.S. economy and debt, consumers are cautiously optimistic about their near-term financial futures. A full third of consumers expect their financial conditions to improve in the next six months. However, over the next three months, consumers plan to reduce spending on discretionary items, while increasing spending on essentials like gas, groceries, and pharmacy items.

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Consumer Insights Panel: Big Box Retail Purchasing Behaviors

The Wave 1 2012 Empathica Consumer Insights Panel surveyed more than 6,500 U.S. consumers, gauging consumer sentiment on subjects ranging from spending to consumer perceptions about big box retail shopping experiences. The Consumer Insights Panel survey was conducted in the context of a broader study of consumer shopping intentions and customer satisfaction as reported by thousands of consumers across the country.

Survey results show that consumers are facing important financial challenges, with three in five reporting that their current financial situation is more difficult now than it was six months ago. As a result, the majority of consumers intend to slash discretionary spending in several categories, including fine dining (71%), furnishings (69%), electronics (65%), casual dining (50%) and quick service restaurants (42%).

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Consumer Insights Panel: Big Box Retail Feedback Behaviors

The Wave 1 2012 Empathica Consumer Insights Panel surveyed more than 6,500 U.S. consumers, evaluating consumer perceptions on topics ranging from customer feedback behaviors to the use of technology in retail shopping experiences. The Consumer Insights Panel survey was conducted in the context of a broader study of consumer shopping intentions and customer satisfaction as reported by thousands of consumers across the country.

The survey showed that while consumers provide ongoing feedback to brands, many of them feel that the message is not getting through. Results showed that consumers are extremely willing to offer feedback, with more than four out of five respondents indicating that they have provided at least some form of feedback to retailers. However, just 46 percent of consumers believe that brands actually use feedback to improve customer experiences, and only 52 percent believe that retailers share feedback with local stores.

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Consumer Insights Panel: Luxury Retail Report

The Wave 2 2011–2012 Empathica Consumer Insights Panel surveyed more than 5,000 U.S. and Canadian consumers, focusing on their sentiments toward luxury goods purchases—from overall customer service to preferred shopping channels and service levels to product research behaviors. The survey of sentiments toward luxury-good purchases was conducted within a broader look at consumer spending behaviors and intentions based on current economic factors.

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Consumer Insights Panel: Grocery Report

The Q1 2011 Empathica Consumer Insights Panel surveyed more than 16,000 U.S. and Canadian consumers, focusing on their sentiments around the grocery industry—from overall customer service to merchandise and store operations to preferred store technology and promotions. This survey also took a comprehensive look at consumer spending behaviors and intentions based on current economic factors.

This detailed examination is analyzed both on a standalone basis and compared to data pulled from earlier Empathica Consumer Insight Panel survey data that analyzed consumer spending behaviors this past year.

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Consumer Insights Panel: Analysis of U.S. & Canadian Consumer Behaviors in the Financial Services Sector

The Wave 2, 2010 Empathica Consumer Insights Panel surveyed more than 15,000 U.S. and Canadian consumers, focusing in part on their confidence and preferences in the financial services sector. This survey was a comprehensive study on North American consumer spending behaviors and sentiments in various industries, which included additional surveys in domains such as customer service, the overall economy, and social media.

This detailed examination can be analyzed on its own and also compared to data pulled from Wave 1, serving as insight into the change in consumer spending behaviors this past year. The results from this survey displayed notable shifts in consumer behavior trends, specifically surrounding banking, and identified consumers’ preferred channels, confidence in each channel, and loyalty factors for retail banking.

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