Tuesday, 13 November 2012

Research: Customer Contact.


After having a chat with this fish supplier I decided to talk to some of the customers at the fish & chip shop. Customers are after all at the heart of every business so I felt this was important.

I decided to keep the questions short and sweet and ask them while they were waiting for their order. I wanted to find out what their favourite fish was to see if it matched Hugh’s opinion that Brits only like haddock or cod. I also wanted to know what they thought of fish & chips and the fish & chip shop experience, any word that came to mind. I brought with me a black card cut out of a haddock for them to write their answers on and cooked some battered plaice for them to sample. I thought some free food would be a nice thank you for them completing the questions and it would also let me judge some of their responses to a new type of fish.





I found that the majority of the customers I asked preferred haddock, next in line were cod and salmon, only a couple chose different types of fish such as halibut or mackerel. Getting people to try a piece of plaice proved difficult I’m not sure this was because they thought they wouldn’t like it or if they felt to uncomfortable to take a free sample.

I have also drawn up four personas of my regular Wednesday night customers. They all have their rituals and all get the exact same order every week. 



This make me think that it may prove difficult to get people to change their habits and try a new type of fish. So maybe it’s not these customers I should target maybe it will be the more adventurous younger generation who are a bit bored of their local chippy, these may be the customers that will want a shark supper? 

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