Fortnum & Mason appoint The Yard Creative to unearth customer insight

The most luxurious store in the world, since 1707, Fortnum & Mason approached The Yard Creative to help them learn more about their customer base and to discover how recent initiatives had changed customer perception of the brand.

The customer research activities that The Yard Creative undertook on behalf of Fortnum & Mason needed to capture the widest range of viewpoints possible, so a survey was designed that would shed light on the demographics of the customer base as well as other insights such as in-store customer experience, brand perception, drivers and purchase behaviour.