As the instant-needs delivery service space experienced explosive growth, Gopuff, found itself in the enviable position of standing firmly on the mountain top. To maintain their rank, Sara Fogel, Director of Consumer Engagement, turned to Quid to better understand and anticipate the needs of their expanding global audience through unbiased data.
“As Gopuff grows, we are not just growing in terms of scale, we are actually growing in terms of diversifying our offering. [We need] to make sure that we're understanding the nuances of customers at a global level and not just in the U.S.”
Before partnering with Quid, Gopuff lacked diverse insights. And strategic decisions were supported by limited consumer intel, market intuition, and luck. While, they had transactional data, focus groups, and survey responses, they really needed scalable, unbiased insights to their strategic approach and consumer-first mindset.
In search of a source of comprehensive customer context that revealed raw emotion and predicted emerging preferences. Fogel connected with Regan DeLattre, Director of Business Growth and Strategies at 113 Industries, a social intelligence market research company, and Quid to capture these requirements, drive business growth, and bring a variety of consumer data points into focus.
Gopuff captured and analyzed massive amounts of consumer data, extracting emotions from diverse conversations happening worldwide. This was crucial, as Fogel shared: “As Gopuff grows, we are not just growing in terms of scale, we are actually growing in terms of diversifying our offering. [We need] to make sure that we're understanding the nuances of customers at a global level and not just in the U.S.”
Quid’s segmentation, sentiment analysis, and trend identification features allowed the team to decipher sentiments, discern emerging trends, and uncover areas for improvement. “Quid’s array of analysis and reporting functions empowered us to manage increasing data complexity and take meaningful action. The diverse widgets and data slicing capabilities were pivotal in unearthing valuable information from the expansive online landscape.” Jessica Bundy, Manager of Consumer Insight.
Revalidated consumer-first approach as differentiator
Uncovered nuanced consumer needs from massive data sets
Captured powerful proof points to share with stakeholders