Shopper marketing blog

Paul

Paul
Paul is Joint Founder & Managing Director of CheckoutSmart. Before this he spent 20 years with Mars & Heinz covering just about every role in Sales & Marketing working across Europe and the Middle East. Outside work you can most often find Paul watching or doing sport.
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Recent Posts

Shopper Marketing: Trends in Supermarket Ratings & Reviews

Posted by Paul on Sep 21, 2021 7:55:05 AM

One of the biggest changes for Shopper Marketing teams in the last 18 months has been the meteoric rise in Online grocery shopping driven by the shopper's needs arising out of the Pandemic. In turn, this has brought focus from brands on their reputation on the digital shelf in the form of product reviews, but many brands are disappointed by what they have seen. To help, we launched our SmartReputation solution which works with ordinary grocery shoppers to ensure they are fairly represented.

SmartReputation not only allows your products and brands to get the reviews and shopper feedback they deserve but also monitor the content of the reviews looking for trends. We can also ensure they stay fresh over time (i.e. the oldest is less than 6 months old) as we know this is the second most important factor in driving choice amongst grocery shoppers after having at least 30 reviews. For more, read our comprehensive survey of what drives online grocery shopper choice with reference to ratings & reviews.

To see the trends in supermarket product ratings and reviews we have looked back a year to compare the reviews visible on the Top 6 retailer sites in September 2020 to those in September 2021. Intuitively, you would think that the number of reviews has gone up in that time pretty much universally, well you'd be wrong. In some categories, in some retailers, total reviews by category have dropped dramatically whilst in other categories with good numbers of SKUs they are still well behind the curve in terms of getting fair representation on shelf i.e. the average reviews per SKU which really needs to be 30 or more. 

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Topics: FMCG, Rating and Reviews, ecommerce, Shopper Marketing Agency, digital shelf

Product reviews by brand in Carrefour Online - Spain

Posted by Paul on Jul 1, 2021 7:00:00 AM

As we were planning our expansion into Spain, we decided to have a look at the grocery retail landscape. For us, that meant having a look at the online supermarket product ratings and reviews for FMCG brands. Our focus in this post is on Carrefour the French-based retailer but we also looked closely at Dia and El Corte Ingles where we can also deliver ratings and reviews for brands. 

To undertake the review of online product reviews in Spain within Carrefour, the first step was to scrape the website data, then attribute the data to brand and manufacturer. Once this was done, the analysis could begin.

A short summary of our observations is contained below together with Excel and PDF downloads of the category and brand level data. More data is available down to product level with many more measures, please contact us if you would like to know more.

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Topics: Online, ecommerce, digital shelf, Spain, Carrefour

Digital shelf analytics suppliers compared - June '21 Update

Posted by Paul on Jun 2, 2021 7:45:00 AM

In March we released our first list of Digital Shelf Analytics providers. Since then we've had lots of contact from and conversations with more providers, so we thought it best to update our list.

We've added five new providers below: Convert Group, DataGram, DataWeave, Detail Online, and Syndigo. We've also added Import.IO for those who want to go for themselves as they provide the base technology that some of the DSA companies use.

If you are a Digital Shelf Analytics provider who covers multiple supermarkets in multiple countries and isn't represented below, then feel free to get in touch to be included in our next update. 

In the future, we plan to contact providers directly to get more information on their offerings. If you wish to be the representative for your firm then please fill in your details here: Sign up to represent your company

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Topics: ecommerce, CPG, Shopper Insights, digital shelf

Digital shelf analytics suppliers compared

Posted by Paul on Apr 28, 2021 4:00:00 PM

Updated May 2021

We had a tremendous response to our first post in post in March 2021. Since then we have found no less than 9 more providers to add to our list as well as New kids on the block Brand Nudge. All the tables below have been updated with the latest information available. 

Would you like to be kept informed with updates to our DSA list & other posts?

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Topics: ecommerce, CPG, Shopper Insights, digital shelf

The impact of Ratings and Reviews on sell-through rate - webinar

Posted by Paul on Feb 8, 2021 7:34:58 AM

Join Andrew Pearl VP Strategy and Insight EMEA at eCommerce performance analytics company Profitero and Paul Lees our Group Managing Director at CheckoutSmart, as they discuss fascinating original research on grocery ratings and reviews.

This study was specifically undertaken in the UK amongst over 3,700 online grocery shoppers to support the understanding of FMCG leaders and eCommerce teams, by answering their questions:

  • Do online grocery shoppers really bother reading online supermarket reviews?
  • Do they read reviews in our category/sub-category?
  • What elements are more or less important in a product review?
  • What makes a good online product review from a grocery shopper perspective

If you would like a copy of the full 22 page report with all 72 subcategories plus the "6 Golden rules of ratings & reviews" go here

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Topics: Grocery, FMCG, Rating and Reviews, Shopper Marketing, ecommerce, profitero

Tesco.com shopper research report & SWOT analysis

Posted by Paul on Oct 13, 2020 10:09:57 AM

As a leading digital shopper marketing agency, we are always looking to extend our understanding of the ever-changing grocery shopping environment. Recently we undertook a survey of regular grocery shoppers to understand how they shop on Tesco online and what they think about their experience.

The feedback tells us that there is opportunity for Tesco.com to grow faster but also some significant threats in the wings. Everything we asked has been collated into a comprehensive 20-page report which is available to download. We have pulled the highlights together into a summary SWOT analysis below, together with a few examples of the charts in the download.

If you would like the full report it is available to download here.

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Topics: Supermarket, Grocery, FMCG, Shopper Marketing, Tesco, Tesco.com, ecommerce, Shopper Research

Supermarket Shopping Post Covid 19 - What shoppers say

Posted by Paul on Aug 17, 2020 7:57:48 AM

We surveyed members of CheckoutSmart to understand their experiences of shopping during Covid-19 and their views on how their behaviour will change when things "more or less return to normal". In total 4,324 members responded, over 3,100 of whom are also online grocery shoppers. 

The survey focused on how their grocery shopping experience had changed pre and during Covid-19 restrictions and their personal expectations on how their behaviour will change going forward. This blog article contains a summary of the most relevant results. More detail on specific topics may be available, please contact us to hear more.

The most significant finding is that online shopping could still grow even faster post Covid if retailers can address the two major concerns shoppers have of slot availability (which is surely just a matter of time) and the cost of delivery which must surely come down with scale and the the recent move by Amazon. 

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Topics: Supermarket, Grocery, NPD, Shopper Marketing, ecommerce, Coronavirus, Shopper Insights, Shopper Research

Shopper Marketing Options for FMCG NPD

Posted by Paul on Jul 8, 2020 2:03:03 PM

With all the pressure from retailers and the fact that many brands have postponed their FMCG NPD launches until the second half of the year, we thought it would be helpful to review the shopper marketing options available to support NPD in supermarkets.

For those new to working with the major supermarket retailers in the UK, navigating your way through the variety of shopper marketing options can seem like the proverbial minefield. We've spent the best many years working for FMCG suppliers and supporting them as an agency. With our collective experience, we have broken down the pros and cons of each option in the hopes it will help you identify the best course for your product's unique marketing challenge.

We've grouped our thoughts under the kinds of questions you should be asking yourself when you are planning a shopper marketing campaign:

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Topics: Supermarket, Grocery, FMCG, NPD

What's more important to in-store and online grocery shoppers Ratings or Reviews?

Posted by Paul on May 19, 2020 11:42:11 AM

It's obvious when you think about it, that for online grocery shoppers selecting products to put in their basket, product Rating out of 5 is always more important than the number of Reviews, right?

Well, wrong actually and not just wrong occasionally, wrong most of the time. From our research of 3,710 online supermarket shoppers we know that when the average Ratings for two similar products are different by as much as 0.3 eg 4.2 vs 4.5, then the number of Reviews is much more important in product choice. Let me give you an example:

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Topics: Supermarket, FMCG, Rating and Reviews, Shopper Marketing, ecommerce, CPG, Shopper Insights, Shopper Marketing Agency

Impact of Coronavirus on Supermarket shopping times

Posted by Paul on Mar 31, 2020 12:29:39 PM

Q. What happens when the government says "stay at home"?

A. People get up early and go to the supermarket!

Kantar* have just said that grocery sales were up 20.6% in March to their highest ever level, peaking 16th - 19th March. From our analysis of shopper's receipts submitted to us as part of cashback claims, we can see that they were up much earlier than usual that week, probably to "avoid the crowds" or just get there when items are in stock. This happened again the week after, when the restrictions were increased as the chart below illustrates:

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Topics: Supermarket, FMCG, Shopper Marketing, CPG, Coronavirus, Shopper Insights

Digital Shopper Marketing

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  • Actively manage your shopper reputation in all online retailers
  • Create instant shopper action in any retailer, on any sku in the way you want
  • Start a genuine dialogue with shoppers about your products
  • Launch more successful NPD faster and use immediate feedback to improve your mix
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  • Upgrade your understanding of the retail execution within all retailers
  • UK, Europe, US and beyond

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