The Adelaide Central Market Authority has partnered with Further Insight since 2021 to deliver various ongoing and ad-hoc customer experience and research projects to help the organisation deliver on its strategic pillar to keep its customers experiences at the heart of all decisions.
The problem
The Adelaide Central Market is an iconic shopping destination in Adelaide, attracting customers locally and tourists from all over the world. The Adelaide Central Market Authority needed customers insights to help them understand how to best serve its customer base and maintain its position while undergoing major renovation and expansion.
The solution
Further Insight designed and executed a comprehensive customer experience program including customer journey mapping, online store evaluation, customer experience tracker research, perceptions research and driver and segmentation analysis.
The result
The program has had significant impact on the Authority’s decision making, providing detailed insight into the current and changing customer experience. It has guided the Authority in practical improvements made to how customers are served at the Market, but most importantly guided the organisation in designing its expansion and provided understanding in how to best design the renewed Market, including which stallholders and shops to introduce to attract new customers.
The feedback
“Further Insight has quickly turned from a service provider into a true business partner. We rely on Andris to provide us with invaluable insights into our customers’ needs, and how we best deliver on them. Andris is exceptionally responsive and collaborative in the execution of his work. His customer research provides us the direction we need, and without the work from Further Insight we would not have been near as confident in our decision making.”
Alison Papas, Marketing and Communications Manager, Adelaide Central Market Authority