BestBuy uses iPad Tablets and iPinion iPad App to Analyze Consumer Behavior in In-Store Point of Experience Trial

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In an attempt to understand why customers were not buying while at the store, Best Buy collaborated with iPinion, LLC to use their iPinion market research app.

BestBuy wanted to analyze why some customers leave BestBuy retail stores without making a purchase. To answer this question, BestBuy chose technology from iPinion. Using the iPinion iPad survey application, BestBuy conducted in-store intercept surveys at point of experience with non-purchasers to understand what product(s) they were looking for, why they did not purchase, what they intend to do next, and where they intend to purchase in the future.

Responses from exit interviews were captured in real-time and resulting real-time data were analyzed by the BestBuy team. The iPinion iPad survey app allowed BestBuy to conduct surveys in any area regardless of whether Internet connectivity was available.

Jared Anderson, Senior Manager, Customer Experience Research atBestBuy commented, “The iPinion solution allowed us to leverage tablet technology to quickly gather insight from our non-purchasing customers and rapidly communicate the findings to our Consumer Insights Unit. As we continue to evolve methods for gathering feedback from our customers, emerging technology including tablets and application-based survey tools will serve as a central part of our strategyto permit customers to provide insight in any location and enable the rapid use of the data by the enterprise.”

Traditional forms of non-purchasing customer research are time-intensive and costly to implement. To create a new approach for gathering valuable insights, Best Buy relied on the iPinion survey solution in order to gain significant insights into the behaviors of non-purchasers.

Speaking about the BestBuy pilot, Hari Saravanan, iPinion’s SVP – Product Management says, “iPinion was delighted to partner with BestBuy on this innovative point of experience intercept research. iPinion’s solution provided BestBuy with the flexibility to permit interviewers to run both online and offline surveys and provided BestBuy’s Customer Experience Research team withreal-time updates on live dashboard and reports.”

About iPinion, LLC: iPinion, LLC is a leading enterprise-grade smartphone and tablet market research solutions provider. Integrating its advanced smartphone and tablet application platform with its world class service bureau and panel network of nearly 1.3 million members, iPinion delivers unprecedented smartphone and tablet data collection capabilities for the research industry. The iPinion native applications are available for iOS for iPad, iPhone and iPad Touch as well as for Android , RIM and can be freely download on iTunes, Android Market, and Blackberry App World respectively.


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Ravi Jagadeesan
iPinion LLC
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