shopper decision making process
TRANSCRIPT
![Page 1: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/1.jpg)
auto
-pil
ot
scru
tin
y
Decoding the Shopper Decision Making process…
Soulla Kellas
Confidential & Proprietary • Copyright © 2008 The Nielsen Company
ECR Baltics Forum, November 5th 2008
![Page 2: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/2.jpg)
Key Points for Debate
auto
-pil
ot
scru
tin
y
• Shopper Behaviour in the Baltics; is the shopper any different to shoppers in other markets?
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 2
• Shoppers are increasingly in grab ‘n’ go mode but is this so for all categories?
• Is there a need for different strategies for the same category across markets?
![Page 3: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/3.jpg)
auto
-pil
ot
scru
tin
y
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 3
Shopper Behaviour in the Baltics. Is the shopper any different to shoppers
in other markets?
![Page 4: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/4.jpg)
Modern trade is growing… now captures 90% of all household expenditure. A lot more choice in-store!
Discounters are well entrenched… especially so in Estonia (1 in 3 shoppers claim to spend most of their grocery budget in such stores). Broader price options !
Private labels are in… almost 100% awareness and over 70%
The Shopper in the Baltics now has more choice …
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 4
Private labels are in… almost 100% awareness and over 70% purchase (P4W; more so Lithuanians). More choice on shelves!
Loyalty cards are adopted; over half of all shoppers now have one… offer choice to shoppers to develop privileged relationships with stores!
Source: Nielsen Shopper Trends 2008
![Page 5: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/5.jpg)
• Promotions have little impact in switching stores across Europe • less so across the Baltic’s and key CEE markets where there is limited use of cars• Greater interest to search for promotions in stores normally visit• Latvians are generally more Influenced by promotions (30% seek them out within store)
• 2/3 of global shoppers consider private label brands to be a good alternative to manufacturer brands• The Baltic’s shopper is a bit more skeptical versus their Western European counterparts BUT there is fast growth • Views are divided as to whether private label brands offer real value for money.• Stronger link with store image
Attitudes towards Private Labels and Promotions …
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 5
them out within store)• Stronger link with store image
Source: Nielsen Shopper Trends 2007/2008
![Page 6: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/6.jpg)
LIT
H
LA
TV
IA
ES
TO
NIA
CZ
HU
N
PL
MO
SC
OW
Re
st E
U
Everything I need in one shop 3 1 1 2 3 4 3 2
Convenient to get to 1 3 2 1 1 1 14
Convenience, Convenience and Convenience …
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 6
Always have in stock 4 2 3 3 5
Well presented display of products 4 4 7
Pleasant store environment 3 3
High quality of fresh food 2 4
Source: Nielsen Shopper Trends 2007/2008
![Page 7: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/7.jpg)
Large proportion of shoppers reach the store on foot BUT use of car is increasing rapidly…
54
46
57
36
2832
30
40
50
60
Lithuania
%
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 7
28
7
24
9
0
10
20
30
On Foot Car/van Public trans
Lithuania
Latvia
Estonia
Source: Nielsen EQ Syndicated 2007
![Page 8: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/8.jpg)
auto
-pil
ot
scru
tin
y
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 8
Shoppers are increasingly in grab ‘n’ go mode
![Page 9: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/9.jpg)
Today’s consumer knows a lot more…
Complex retail and media environments
Consumers inundated with marketing information
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 9
More in-store choice
… but has less time to choose
![Page 10: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/10.jpg)
Auto-pilot
Thousands of brands in their
heads
Result: Shoppers are on auto-pilot mode
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 10
Auto-pilot
Omega rules Auto Pilot behaviour
No time to think about them
![Page 11: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/11.jpg)
But auto-pilot shopping mode does get disrupted
Habitual pathways are challenged and consumers enter a dynamic zone
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 11
We define these inflection points as Delta Moments
Delta Moments provide marketers the window of opportunity to trigger behavior change
![Page 12: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/12.jpg)
Delta Moments get activated by pre-store and in-store triggers
Pricecomparison
Noticenew brands
/ variants
IN-STORE
Advertising
PRE-STORE
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 12
Packaging
Promotions ProductBrowsing
MerchandizingBuzz
Family preference
![Page 13: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/13.jpg)
auto
-pil
ot
scru
tin
y
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 13
Shoppers are increasingly in grab ‘n’ go mode,but is this so for all categories?
![Page 14: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/14.jpg)
Autopilot-Delta Moment dynamics vary significantly across categories…
Are shoppers in grab ‘n’ go mode?
Do they buy the same one as they always do?
auto-pilot
Omega Shoppers
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 14
Or do they engage in scrutiny mode shopping?compare prices, look out for promos, browse through packs
Are they open to new information?advertising, buzz
experimental
Delta Shoppers
![Page 15: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/15.jpg)
Category Exp Index Category Exp Index Category Exp Index Category Exp Index
Chocolate Bars and Wafers
156 Beer 117Functional candies
97 Ice Tea 78
Sweet Biscuits 152 Vodka 112 Mineral Water 94Butter & Margarine
66
auto-pilotexperimental
Example Data: Which categories are shoppers browsing in autopilot or experimental mode?
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 15
Sweet Biscuits 152 Vodka 112 Mineral Water 94Margarine
66
Chocolate Tablets 128Carbonated Soft Drinks
112 Tea 92Coffee (Ground)
64
Juices and Drinks 126Sports / Energy Drinks
112 Ice Cream 92 Pasta 52
Chips & Crisps 121 Yoghurts 109 Dry Soups 92 Mayonnaise 47
Pralines 105 Breakfast Cereals 92
Processed Cheese
99 Coffee (Instant) 89 Indexed to Food Norm>120: Above Norm
80-120: Parity<80: Below NormSource : Nielsen Shopper Modality Study Poland 2008
innovation, advertising and
buzz.Position in prominent
shelves
Grab and go; check stocks
and do not change shelf
position
![Page 16: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/16.jpg)
Butter & Margarine
Vodka
Juice & Drinks
Tea
Coffee (Instant)
Chocolate Tablets
Coffee (Ground)
Yoghurts
13.0
high traction super slippery
INV
OLV
EM
EN
T
Example Data: Which categories are shoppers more experimental and with low involvement ?
Constantly keep consumers engaged to
ward off threat with advertising, buzz, new
introductions, packaging and exciting
promos
Maintain ad spend for leader
Tough to win them back
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 16
Chips & Crisps
Mayonnaise
Processed Cheese
Mineral Water
Breakfast Cereals
Dry Soups
Carbonated Soft Drinks
Sweet Biscuits
Chocolate Bars & Wafers
Beer
Pralines
Canned Vegetables
Ice Tea
Chocolate Tablets
Ice Cream
Energy & Sport Drinks
Pasta
Functional Candies3.0
14 24 34 44
slipperysuper traction
EXPERIMENTATIONSource : Nielsen Shopper Modality Study Poland 2008
Challenging to displace brand
leaders. Avoid radical brand
repositioning
In-store activity ; price and promos
can easily tip consumers over
![Page 17: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/17.jpg)
Example Data: Which shopping behavior is prevalent in each category?
Buzz activated
Variety Seekers
Family preference activated
In-store browsers
Advertising activated
Bargain hunters
CSD 122 98 117115
83 105 101
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 17
Processed Cheese
Juices
Chocolate Bars
Chips/Crisps
Instant Coffee
Beer
Chocolate Tablets
Butter & Margarine
136
131
89
106
102
109
76
57
130
73
79
153
121
99
99
97
115
110
124
99108
93
89
117
119
105
73
121124
102
62
104
83
86
119
9490
91
175
78
102
120
100
113100
77
113
80
Source : Nielsen Shopper Modality Study Poland 2008Indexed to Food Norm
>120: Above Norm80-120: Parity
<80: Below Norm
![Page 18: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/18.jpg)
auto
-pil
ot
scru
tin
y
Is there a need for different strategies for the same
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 18
Is there a need for different strategies for the same category across markets?
![Page 19: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/19.jpg)
Example Data: Are shoppers browsing categories in autopilot or experimental mode?
Category Poland Hungary The Czech Republic
Juices and Drinks
126 118 131
Chips & Crisps 121 101 107
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 19
Carbonated Soft Drinks 112 137 98
Mineral Water 94 92 104
Ice Tea 78 101 111
Indexed to Food Norm>120: Above Norm
80-120: Parity<80: Below NormSource : Nielsen Shopper Modality study across the CEE 2008
![Page 20: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/20.jpg)
Example Data: Which shopping behavior is prevalent in the Juice and Fruit Drinks category across markets?
Family preference activated
In-store browsers
Advertising activated
Bargain hunters
Buzz activated
Variety Seekers
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 20
Indexed to Food Norm>120: Above Norm
80-120: Parity<80: Below Norm
Source : Nielsen Shopper Modality study across the CEE 2008
Poland
Hungary
The Czech Republic
73
113
89
120
59
90
86
87
80
131
109
114
110
96
99
105
74
125
![Page 21: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/21.jpg)
Example Data: Is the Category (Juices and Fruit Drinks) driven by the same shopper needs across markets?
they engage in scrutiny mode shopping… compare prices, browse through packs, and go by kids preference. Common strategy focusing on whole marketing mix activities!
Experimental and high involvement
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 21
•Best to place more focus on above the line advertising (and online ads) in Poland, new product introductions in Czech and Coupons/Specials in Hungary!
But differences on category strategy execution by country
![Page 22: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/22.jpg)
Summary
auto
-pil
ot
scru
tin
y
Is the shopper in the Baltics any different to shoppers in other markets? Not overall; balancing between fast pace of life, increasing choices and limited time…
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 22
• Reaching store on foot places more pressure on retailers in the Baltics to ensure variety and good stock levels for success
![Page 23: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/23.jpg)
Summary
auto
-pil
ot
scru
tin
y
Shoppers are increasingly in grab ‘n’ go mode but is this so for all categories? No shoppers evaluate categories differently and therefore there is a need for different strategies.
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 23
•Grab & Go
categories; High stock levels and
stick to shelf position; egMayonnaiseMayonnaise
Mineral WaterMineral WaterDry SoupsDry Soups
For bargain hunting categories;
Display special offers very visibly; eg
CSD’sCSD’sButter & Marg.Butter & Marg.Instant CoffeeInstant Coffee
For browsing categories allocate
more space and stock all variants; eg
Processed cheeseProcessed cheeseChocolate barsChocolate bars
CrispsCrisps
![Page 24: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/24.jpg)
Summary
auto
-pil
ot
scru
tin
y
•Is there a need for different strategies for the same category across markets? Depends on the maturity of the category in each.
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 24
• CEE shoppers evaluate the Juice and Fruit Drinks category in the same fashion BUT need to refine execution to take on board local shopper needs. This will lead to efficiencies and greater return on investment.
![Page 25: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/25.jpg)
Thank you
Paldies
TänanAčiū
Confidential & ProprietaryCopyright © 2008 The Nielsen Company
Page 25Confidential & Proprietary • Copyright © 2007 The Nielsen Company
Thank you
![Page 26: Shopper Decision Making Process](https://reader033.vdocuments.net/reader033/viewer/2022052618/554939f1b4c905194d8b4b4d/html5/thumbnails/26.jpg)
Confidential & Proprietary • Copyright © 2008 The Nielsen Company
Understanding the Community for Growth