Case Studies Using Acorn to improve road safety interventions & outcomes

Case study

How Agilysis use Acorn to improve road safety interventions & outcomes

Agilisys Logo

Summary

Agilysis is a transport safety consultancy specialising in road safety. They have a wealth of experience working with road safety, and a company-wide mission of using data to inform road safety interventions and prevention strategies for casualty reduction and overall road awareness. One of their key requirements is the ability to supply insights to road safety stakeholders about individuals involved in or exposed to different types of road risk in various local communities.

Company size

50

Industry

Non-Profit

Products used

Challenge

Agilysis had been using another socio-demographic profiling tool to convey the necessary demographic profiling insights for over a decade. However, as time progressed, two critical issues arose:

The tool’s provider wouldn’t allow Agilysis to view their socio-demographic profiling model at a low enough geographic level to make it as useful as needed.

Agilysis was unable to expose all the available variables to their stakeholders due to license holder restrictions. This particularly affected their road safety stakeholders who generally work for local authorities and police forces.

Solution

Agilysis began using CACI’s geodemographic segmentation, Acorn, to enhance the calibre of their road safety intervention design and deliver precise, robust results to stakeholders.

The business dissected the available list of all the metrics, identifying those which felt most useful, easiest and relevant to understand and apply to the individual forces policing strategy. By leveraging these insights, Agilysis can better understand the likely propensity of an individual Acorn type to partake in various acts of travel, walking and cycling, a key priority of many road safety stakeholders nowadays.

Results

Acorn’s wide range of variables and its ability to let Agilysis transparently share sociodemographic metrics and results with stakeholders has helped the business make the information as useful as possible to augment the design of road safety interventions, and provide police forces, highway authorities and other stakeholders with valuable data. This intelligence leads to improved strategic and decision-making.

Additional CACI datasets are likely for Agilysis’ future, with the business having already assessed datasets that can further enhance transport safety projects. These should provide new insights into key metrics such as collision-involved drivers from outside Britain and road danger for deprived and minority communities. 

Solutions

A trusted market research company

Data-powered insights for smarter business decisions

When it comes to market research, understanding what makes your audience tick is key. From evolving preferences to key decision drivers, our insights give you a window into what your customers want, how they think and how you can meet their wants and needs.

We’re here to help you turn data into a clear strategy, so you can focus on what matters most – driving impactful results.

Market research -Women holding up a dark shirt on a hanger in a clothing store

Trying to pinpoint what your customers want?

Without clear insights into your consumer needs and preferences, you’re unlikely to connect with your audience in a meaningful way.

Not sure if the demand is there?

Check out the demand for your products, back up your investments and spot hidden market gaps where your brand can shine.

Searching for ways to finetune your targeting?

Segment your market to connect with the right audience. Tailor your message to each group’s unique tastes, making sure your brand truly resonates.

Did you know?

280

Our database holds insights from over 280 shopping locations

Source: CACI Dimensions Suite

1million

And houses data from nearly 1 million shoppers

Source: CACI Dimensions Suite

Uncover the “why” behind consumer choices

Maximise market research to understand and engage your customers

Get the complete picture

From exploring fresh audiences to honing in on specific segments, our tools like Acorn and Fresco, paired with proprietary datasets, give you rich, actionable insights on any audience you choose.

See the story behind the data

In a world of Big Data, we don’t just show what’s happening – we dive into why it’s happening. Delivering depth through techniques like focus groups, interviews and spatial ethnography.

Understanding new opportunities

Our data uncovers unmet needs, emerging trends and areas for new growth, helping you respond quickly to shifting demands or address gaps in the market.

Measure what matters

Understand how your audience feels about your brand through detailed feedback and satisfaction metrics. Benchmark your performance and adapt with our  expertise. 

Data that drives better decisions

Our insights provide you with data-driven clarity on customer behaviour, preferences and effective targeting strategies.

Stay ahead of emerging trends

With our flexible data updates, delivered as often as you need, you’ll spot shifts in consumer behaviour and adapt your strategy to stay relevant and competitive.

We bring our expertise to you

Why leading companies trust us for market research

Powerful, proprietary data tools

Our proprietary tools, like Acorn and Shopper Dimensions, dig deep into consumer behaviour, giving you insights that fuel smarter, winning strategies.

Unmatched market expertise

With a team of top-tier data scientists, consultants and industry pros, we’re here to help you achieve – and exceed – your business goals.

Customised solutions

From precise segmentation to comprehensive benchmarking, our tailored insights tackle your toughest challenges, empowering your brand to lead in a competitive market.

Awards & accreditations

Speak to one of our market research experts

We’re tried and trusted in the industry and have been involved in helping organisations with market research for over 10 years. At CACI, we want to support you in transforming your business.

If you’re looking for a demo, want to book a consultation, or both – we’re ready to help you keep operations running smoothly.

FAQs

Market research companies provide clear insights into consumer needs and preferences. Our tools, like Acorn and Fresco, paired with proprietary datasets, give you rich, actionable insights on any audience you choose, helping you tailor your approach and connect with the right audience.

We use powerful, proprietary data tools like Acorn and Shopper Dimensions to dig deep into consumer behaviour. These tools provide detailed insights that fuel smarter, winning strategies and help you achieve your business goals.

With our flexible data updates, delivered as often as you need, you’ll spot shifts in consumer behaviour early. This helps you adapt your strategy to stay relevant and competitive, ensuring you remain ahead of the competition.

Solutions

Predictive analytics and decisioning 

Forecast, personalise and grow with confidence 

When growth and customer value are at stake, predictive insights are the edge you need. 

Our predictive data analytics solutions reveal exactly what your customers want, so you can deliver personalised experiences, anticipate trends and take actions that drive results.  

With a clear view of what’s ahead, you’ll be ready to turn every tough challenge into a new opportunity. 

Predictive analytics and decisioning - A young group of people in a shopping centre looking at a shop window

Uncertain about customer retention? 

Without predictive insights, identifying which customers are at risk of churning – and why – can be tricky, making it hard to step in and retain them. 

Challenges in growing customer value?  

Deciding which product to recommend next or when to engage is challenging without a clear view of each customer’s preferences and buying patterns. 

Missing the mark with acquisition?  

Reaching the right audience with a targeted message is crucial, but without predictive tools, marketing efforts often fall short of driving real connection and conversion. 

Turning insight into action 

Predictive analytics and decisioning for customer-winning results 

Make decisions you can trust 

Our predictive models reveal insights based on real data, so you’re equipped to make informed choices that support your goals. 

Grow revenue with targeted precision 

Spot high-value opportunities and anticipate customer needs, so you can make data-driven moves that increase sales. 

Strengthen customer satisfaction

Know your customers’ preferences and behaviours, so you can personalise each and every interaction, amplifying retention through precise engagement. 

Find cross-sell and upsell opportunities 

Our data analytics uncover patterns in customer behaviour that reveal the perfect moments to suggest add-ons – driving up transaction value and boosting lifetime loyalty. 

Stay ahead of market changes 

Keep pace with trends. Predictive insights allow you to adapt quickly, optimise resources and align your strategy with evolving market demands. 

Maximise marketing impact 

Refine targeting with predictive analytics to engage the right audience at the right time – for better response rates, campaign success and all-important ROI. 

Testimonial

“Now, for the first time, we have data that [the team] can see and help their decision-making.” 

Jonathan Wharton

Portfolio Analytics Manager, Roche

Built for bold decisions 

Why market leaders count on our predictive analytics

Decisions powered by real data 

Our predictive insights fuel confident, informed decision-making, so you can plan smartly and adapt to change with ease. 

Flexible and scalable solutions 

Designed for operational efficiency, our models are adaptable, offering flexible solutions that scale with your business needs. 

Grow revenue and build loyalty 

Use data insights to personalise customer experiences, nurture loyalty and unlock lifetime value through more relevant interactions. 

Awards & accreditations

Speak to one of our predictive data analytics experts

We’re tried and trusted in this industry and have been involved in predictive data analytics services for over 30 years. At CACI, we want to support you in transforming your business.  

If you’re looking for a demo, want to book a consultation, or both – we’re ready to help you cut the complexity out of data. 

FAQs

Answers to common questions about predictive analytics and decisioning.

The benefits include making informed decisions, growing revenue with targeted precision, strengthening customer satisfaction, finding cross-sell and upsell opportunities, staying ahead of market changes, and maximising marketing impact. Our predictive models equip you to make decisions you can trust and drive impactful results.

Predictive data analytics enhances customer value by identifying the best times to engage and the most relevant products to recommend. This targeted approach boosts sales, strengthens customer relationships, and increases lifetime value.

When implementing predictive data analytics, ensure data quality and integration from various sources, choose the right tools and technologies, and have a skilled team to build and refine models. Align initiatives with business goals, protect data privacy, and ensure scalability. Regularly update models to stay relevant and drive impactful results.

Solutions

Market and customer segmentation 

Connect with impact, engage with purpose 

Understanding your customers on a deeper level changes everything.  
 
Our market and customer segmentation services provide a clear view of your audience segments, delivering insights that fuel targeted campaigns, reveal growth opportunities and help you create meaningful, long-lasting connections.

So you can engage with purpose, drive results and create lasting impact with every interaction. 

Market and customer segmentation - A women sitting at a table with a phone and credit card in her hand

Unable to reach the right audience?  

Without clear segmentation, marketing efforts can miss the mark, reaching audiences that don’t resonate with your message. 

Trouble retaining customer loyalty?

Customer loyalty goes beyond just a good product. Tailored communication strategies need audience-specific insights to nurture lasting relationships. 

Falling short on tailored connections? 

Customers expect a personal touch. Without distinct segments, delivering tailored experiences can be tricky. 

Did you know?

60%

of customers’ challenges and concerns are likely to be understood by companies that segment their customers.

Source: Mailchimp

101%

more clicks generated by targeted campaigns, making segmented marketing a powerful tool for engagement.

Source: Digital Marketing Association

Reach the audience that matters 

Market and customer segmentation that drives impact 

Reach the right people 

Define and reach your ideal customer groups with clarity. Our segmentation tools ensure your campaigns connect with those who value them most. 

Strengthen customer loyalty 

Use insights to build retention strategies that form long-term relationships, increasing customer commitment and loyalty. 

Focus resources on what matters 

Direct your resources to high-impact segments, so that your efforts are concentrated where they create the most value. 

Drive product development 

With insights into each segment’s needs and values, you can develop products that best align with customer expectations. 

Refine your sales strategy 

Give your sales team a roadmap to priority audiences, resulting in more effective outreach and stronger results. 

Deliver personalised experiences  

Our segmentation insights drive tailored interactions at every touchpoint, creating meaningful customer experiences. 

Testimonial

“Rather than what you might get from one or two surveys and a gut feeling, there’s tangible data that I can go in and explain my reasoning as to why we should choose a specific piece of media for upcoming planning. That’s the bit I’ve never been able to quite do before – giving the certainty and confidence to the executive level that we’re doing the right things” 

Laura Miller

Head of Marketing, Away Resorts

Audience insights made actionable

Market and customer segmentation driven insights

See your audience in full colour 

We dig deeper than surface-level demographics, revealing lifestyle habits, behaviours and spending patterns to give you a well-rounded picture of your audience. 

Flexible solutions that grow with you 

Our adaptable tools and scalable options make sure your segmentation changes as your business grows and your audience shifts. 

Audience insights made actionable  

Our adaptable tools and scalable options make sure your segmentation changes as your business grows and your audience shifts. 

Read more about it

Unlock competitive advantage with dynamic segmentation​

Discover how to identify and engage your target customers from the very start of their journey. This eBook provides essential insights into dynamic segmentation, equipping you with the tools to enhance your digital acquisition strategy and drive business growth.

Awards & accreditations

Speak to one of our market and customer segmentation experts 

We’re tried and trusted in this industry and have been involved in market and customer segmentation services for over 30 years. At CACI, we want to support you in transforming your business.  

If you’re looking for a demo, want to book a consultation, or both – we’re ready to help you cut the complexity out of customer segmentation. 

FAQs

Answers to common questions about market and customer segmentation.

Understanding your customers on a deeper level changes everything. Market and customer segmentation is crucial because it helps you connect with impact and engage with purpose. By identifying distinct segments, you can tailor your marketing efforts to resonate with specific audiences, driving better results and creating lasting impact.

Our market and customer segmentation services are highly scalable, designed to grow with your business. Our adaptable tools and flexible solutions ensure that your segmentation evolves as your audience shifts and your business expands. This scalability allows you to continuously refine your strategies and maintain effective targeting, no matter how large or diverse your customer base becomes.

Market and customer segmentation helps retain customer loyalty by using insights to build retention strategies that form long-term relationships. Tailored communication strategies based on audience-specific insights nurture lasting connections, increasing customer commitment and loyalty.

Solutions

Consumer and demographic data 

Understand, engage and drive impact 

Knowing your audience is the key to impactful strategy – whether you’re targeting customers, planning investments or building community outreach.  

Our consumer and demographic data services deliver in-depth insights, from socio-demographics to lifestyle preferences, giving you the clarity to connect, engage and drive real results. 

Consumer and demographic data - Consumer and demographic data - Young lady in a retail store looking a t-shirts on a clothes rail

Unclear on who your target audience really is?  

Without precise audience insights, marketing and outreach often lack direction, risking missed opportunities to create connections. 

Uncertain about local consumer needs?  

Understanding community vulnerabilities and specific needs is tough without detailed data, making it hard to tailor impactful outreach. 

Struggling to keep up with consumer preferences?  

Keeping up with fast-changing consumer preferences feels like a moving target, making it tough to stay relevant and keep your connections strong. 

Did you know? 

over a quarter of consumers seek niche brands. Understanding your specific audience is now more crucial than ever.

Source: McKinsey

60%

of businesses with detailed consumer insights are more likely to reach their marketing goals. 

Source: Deloitte Digital

See your audience clearly 

Consumer and demographic data to guide every decision 

Identify audience groups in detail 

We go beyond basic demographics, revealing socio-demographics, income, lifestyle and much more to give a fully rounded picture of your audience. 

Understand your local landscape 

From city blocks to entire regions, our data shows the unique demographic makeup of your target areas for more impactful local strategies. 

GDPR compliant data you can trust 

With the highest data compliance standards, our datasets are both powerful and privacy-respectful, giving you confidence in every single insight.

Granularity and depth at scale 

Our data offers unparalleled detail and flexibility, allowing you to segment audiences with unmatched accuracy across many different sectors. 

Uncover lifestyle and spending habits 

Beyond demographics, we reveal lifestyle patterns and spending behaviours, helping you create highly targeted campaigns that resonate. 

Benchmarking for precise comparisons 

Analyse audiences on multiple levels – from neighbourhood to national – helping you see exactly where your audience fits in the larger landscape. 

Testimonial

“Using Acorn has allowed us to get a far better understanding of water demand across different Acorn Groups allowing Affinity Water to better serve our customers in a variety of ways; from reducing leakage, helping with water saving programmes and tailoring messaging to different groups.”

Affinity Water

Data you can count on 

Why leading brands rely on our consumer and demographic data 

Unrivalled depth and detail 

Our datasets go beyond the basics, revealing the finer details of your audience segments so you can connect with precision. 

Insights that go beyond demographics 

From lifestyle patterns to spending habits, our resources give you a full-spectrum view to truly understand every audience type. 

Tailored solutions, built to scale 

Flexible and adaptable, our data solutions offer custom segmentation and layered benchmarking to match your unique goals and growth plans. 

Awards & accreditations

Speak to one of our consumer and demographic data experts 

We’re tried and trusted in this industry and have been involved in consumer and demographic data services for many years. At CACI, we want to support you in transforming your business.  

If you’re looking for a demo, want to book a consultation, or both – we’re ready to help you cut the complexity out of data. 

FAQs

Answers to common questions about consumer and demographic data. 

Knowing your audience is crucial for impactful strategy. Consumer & demographic data helps you target customers, plan investments, and build community outreach by delivering clarity on socio-demographics and lifestyle preferences, enabling you to connect and engage effectively.

Our data reveals fast-changing consumer preferences, helping you stay relevant and maintain strong connections. By understanding lifestyle patterns and spending behaviours, you can create highly targeted campaigns that resonate with your audience.

We ensure the privacy and security of consumer & demographic data by adhering to the highest data compliance standards, including GDPR. Our robust data protection measures guarantee that every insight you gain is both secure and privacy respectful.

Case study

Delivering effective engagements for Age UK supporters with Demographic Data

Summary

Age UK offer free information and advice on topics as diverse as claiming benefits to finding a care home. With a growing ageing population, they play an integral part in helping many of our older generation with their struggles to live comfortably.

Company Size

1,000 – 5,000

Industry

Non-Profit

Products used

Challenge

Age UK came to us for help with the following challenges.

Icon - Magnifying glass showing a bar chart

Need to be able to track ROI against campaigns

Icon - Desktop computer with graphs and a clock

Create a dashboard that allows different departments to see the customer profiles

Solution

CACI’s suite of demographic data helps the charity build a deeper understanding of its diverse supporter and customer base; whether they be a donor to the cause, an event participant, product purchaser, or any other relationship holder.

Results

CACI’s suite of demographic data (Acorn, Fresco and Wellbeing Acorn) allows Age UK to be smarter in its communications strategy. Having a deeper understanding of its customer base, Age UK can be more considered when planning whom to contact with specific offers that are best suited to each of its customer segments.

Group of elderly seniors huddled together outside

Testimonial

CACI’s data products are key to unlocking an understanding of our supporters, service users and product purchasers, and plays a vital part in our effective engagement with them.

Age UK

Solutions

Consumer intelligence 

Unlock deep insights to better connect with your audience 

We provide rich consumer and behavioural data, innovative research methodologies and predictive modelling to help you understand your customers and refine strategies. 

Why CACI?

Boost acquisition and retention

Our solutions help businesses enhance engagement strategies, improving customer satisfaction and lifetime value. 

Deep industry knowledge 

With extensive experience across various sectors, we transform raw data into meaningful, actionable insights. 

Flexible and scalable 

Our insights seamlessly integrate with existing systems, making sure you’re adaptable to evolving business needs.

Did you know?

25%

Businesses leveraging deep customer insights

achieve up to 25% higher engagement rates

Speak to one of our consumer intelligence experts

We’re tried and trusted in this industry and have been involved in consumer intelligence for decades.
  
If you’re looking for a demo, want to book a consultation, or both – we’re ready to help you cut the complexity out of consumer intelligence. 

Case study

Acorn enables Affinity Water to understand water demand

Client_Affinity Water logo

Summary

Affinity Water is the largest water-only supplier in the UK, committed to delivering a high-quality water service to all their customers. Their vision is to be the UK’s leading community-focused water company, providing 950 million litres of water each day to over 78,000 non-household connections and 1.4 million homes.

Company size

1,000 – 5,000

Industry

Utilities

Products used

Challenge

Affinity Water had the following challenges when approaching us.

Icon - Bathtub and running shower

Insight into how and why different groups have different patterns of water usage was needed

Icon - Desktop computer with graphs and a clock

An easy-to-use platform and the ability to apply to Affinity Water’s own customer base was crucial

Icon - Hand holding a mobile phone displaying a tick

Communications then needed to be tailored based on the insights taken from postcode level data

Solution

Affinity Water uses Acorn’s powerful geodemographic segmentation capabilities to model the demand for water in unmetered households.

Acorn is combined into Affinity Water’s models to allow for a more nuanced understanding of different household’s demand for water. This understanding enables Affinity to identify local irregularities to quickly identify and respond to leaks ensuring targets for water use reduction are met.

Results

Using Acorn has enabled Affinity Water to understand how different households’ demand for water changes on an hourly basis. This has helped them design water saving programmes by understanding how different groups would react to water saving programmes, as well as being a factor in re-designing their bills.

Additionally, Affinity have also been able to model the increase in demand due to COVID-19 so they can engage with regulators about increased water usage.

Learn more more about Acorn >

Why France would best suit a Gymshark European market expansion

In this Article

A new sportswear retailer emerges on the international stage.

Gymshark, a fast-growing activewear brand, has been rapidly expanding its global reach and brand presence as it ventures into the world of brick and mortar. Having recently opened new stores in the UK (Stratford City), the Middle East (Dubai) and a pop-up concept in New York City, this brand with a prominent social media and predominately online presence is now rapidly infiltrating physical retail.

Despite not yet launching across wider Europe, it’s only a matter of time before these markets will be ventured into via physical pop-ups and stores. Selecting the right locations out of countless options may be a daunting task that comes with the territory, however. So, once the time comes for Gymshark to decide which locations to expand into that will maximise their increasing growing brand recognition and ROI, how should they effectively go about it?

In this two-part blog series, we’ll walk you through a hypothetical European market expansion for Gymshark in France, sharing how the brand can use data to accelerate and enhance their international store network strategies.

Three French cities that demonstrate viable market expansion potential based on insights taken from CACI datasets and segmentation tools will be focused on, as well as key takeaways that Gymshark (or brands in a similar position) could consider when it comes to international market expansion.

How France was identified as an optimal location for a Gymshark European expansion

CACI possesses a complete universe of defined retail areas to consider, a detailed understanding of different types of consumers and where they shop. This enables us to guide a brand like Gymshark to maximise success and value from go-to-market strategy and launch through to expanding into broader brand recognition and market share capture.

With this in mind, and with Gymshark expanding into physical and new regions, we investigated European markets that might fit their need should they decide to expand into Europe.

With Gymshark already a brand on CACI’s Brand Dimensions, a dataset tracking hundreds of the UK’s most popular and emerging brands to reveal spend, sales and average transaction value insights, key groups in French Acorn could also be identified.

Key Acorn groups were identified by using Brand Dimensions data followed by selecting key Acorn groups within French Acorn data, which correlated accordingly. In France alone there are over 10,000 retail areas, each with differing levels of existing premium clothing shops and competitors, types of customers, footfall, population and spend.

By comparing this to the expected view from Retail Footprint Europe, we could identify locations that were currently failing to engage Gymshark’s key shoppers but had the opportunity to.

From these collective findings, we were able to conclude the following three French locations that could benefit from the opening of Gymshark: Paris, Marseille and Besancon.

Why Paris would perform well in a Gymshark France expansion

According to our findings, Paris presents the highest performance potential and should be a primary focus for Gymshark. Aside from being the biggest city in France -an obvious bonus for any brand – Paris presents the best shopper demographic, a strong array of existing premium retailers and the ability to attract the relevant demographic groups that would align to Gymshark’s brand identity of being a premium retailer with similar retailers already in the centre.

Retail Footprint Europe enables the use of transactional data across brands to develop an understanding of the typical Gymshark shopper, brand positioning and establishing criteria for the most suitable locations for Gymshark to consider regarding new store openings.

Considering these criteria, Paris ranked incredibly high on Clothing and Footwear, with the Haussmann-Opera retail area Klepierre centre ranking among the top three across France.

Why Marseille would perform well in a Gymshark France expansion

Marseille presents itself as another viable option as our findings show it to be the middle ground between high affluence profiles and younger, ‘student life’ populations found in other larger, prominent French cities. The city’s strong clothing and footwear and high proportion of premium retailers also contributes to its performance potential. However, its lower ‘young and affluent’ target demographic runs a potential risk.

Why Besancon would perform well in a Gymshark France expansion

Despite Besancon presenting itself as more of a curveball, the granularity of our Retail Footprint findings demonstrate that in spite of its smaller size and lesser known location, the city is home to a strong clothing and retail offering including premium retailers, a high percentage of young and affluent shoppers and is overall more likely to attract the right shoppers.

Key takeaways that Gymshark can consider for a French market expansion

These aforementioned insights would enable Gymshark to better understand their long-term audience capture of sites through physical retail and experiment with different formats and experiential offerings.

Combining Retail Footprint data across Europe with demographic, transactional, brand alignment and footfall data can ultimately be used to shape an evolving store network strategy, and the national view further solidifies an understanding of the entire retail landscape of France.

Through these insights, Gymshark would be able to accelerate store openings with greater confidence and success if or when they decide to expand into Europe.

Ready to Find Your Next Market?

With insights from Retail Footprint Europe, pinpoint the best locations for your brand’s growth across Europe.

Stay tuned for next blog in this two-part series, where we’ll assess which Klepierre centres in these high-performing potential French cities could perform well in a Gymshark French market expansion.

Data is key for successful businesses to take decisive action on sustainability

In this Article

Consumer demographics insight helps brands to thrive by understanding how embedding sustainability in their policies, practices and products will influence consumer attitudes and behaviours.

In a world with an awakening environmental conscience, consumers want to know more about provenance. Company reputations will increasingly rest on ethical practices – from sourcing raw materials, reducing carbon footprint and embracing climate change agendas to employment rights and diversity and inclusion (D&I) practices. This is about the end-to-end story of how products and services are produced and brought to market. It goes beyond what goods are made of or packaged in, or how far they’ve travelled.

Sustainability is a revenue issue

Customers vote with their feet when they see organisations acting callously or making too little effort in sustainability. In most markets, they have other options if they don’t like one brand or retailer’s approach. That makes sustainability an issue for competitiveness and commercial performance as well as a matter of corporate conscience.

  • 82% of UK consumers feel strongly about buying products that are ethically and sustainably sourced – it has started to matter to 24% only in the last year
  • 53% of UK consumers would never buy from a brand again if it was accused of working with unethical suppliers
  • 41% of UK consumers make a conscious effort to buy locally sourced or produced items online

Opentext consumer survey, 2021

We often pin the sustainability ‘trend’ on the younger generation of consumers, spearheaded by Greta Thunberg and other prominent activists and celebs. But Gen Z is just one group in a cross-generational population that’s increasingly mindful of sustainability. It’s a mainstream issue on global political agendas and in traditional and online media, both reflecting and increasing levels of concern throughout society.

Consumer action on sustainability matters in B2B just as much as in consumer purchasing, because the present and upcoming decisionmakers and stakeholders in corporates are people too. They bring their own ethics and value judgements to work with them, reflecting the concerns of their peer groups and of a wider world.

Many local and independent businesses have lately experienced an upswing, despite the constraints of the Covid pandemic. Our consumer data provides clear evidence that the many UK consumers constrained to an existence closer to home are now choosing local suppliers for goods that they might once have purchased in cities or during their work commute. There’s a feel-good factor in shopping local, on top of the sustainability benefit from both goods and customers travelling fewer miles and the positive impact of helping local employers thrive and provide fairly-paid employment in their communities.

Will consumers put their money where their mouth is?

Of course, there’s a financial tipping point in sustainable choices for many people. Customers say they want to purchase greener products and services – but how much are they prepared to pay? More sustainable sourcing, production and employment are often more expensive. And commercial organisations need to remain viable and profitable if they’re to thrive, grow and embed sustainable approaches to lead the market.

To make decisions about meaningful changes in policy and practice, businesses need more granular information about what consumers want and at what cost. It’s the only way they can be sure that doing the right thing is affordable and viable in the longer term.

Local micro-business owners tend to interact with their customers directly. It’s easy for loyal shoppers to give community businesses feedback face-to-face about what they’re doing well or badly, and how important sustainability is to them. For larger organisations with many customers and many channels of engagement, including branches or outlets and online stores, it can be harder to gauge what’s driving success… or driving customers away. Most consumers simply take their custom elsewhere if they’re unsatisfied with a brand’s approach or prices – very few raise their concerns first.

  • 34% of consumers actively choose brands that have environmentally sustainable practices/values
  • 28% of consumers have stopped purchasing certain brands because they had ethical or sustainability related concerns about them
  • 7% of consumers have contacted a brand to raise an issue on their sustainability or ethical practices and values

Deloitte survey into consumer attitudes to environmental and sustainability issues, 2021

Consumer data is vital to help organisations understand changing patterns of consumption and to plan outlets and distribution accordingly. It can help them understand how to prioritise and communicate their sustainability policies and actions with impact and integrity. It can inform product development and marketing campaigns, helping to reduce waste in both production and budgets. Crucially, it provides evidence to support investment in sustainability-driven initiatives, helping to predict potential revenues in evolving markets.

Organisations need to review this consumer data and trends regularly, particularly within their existing catchments and among target customer segments. Carrying out customer surveys and providing easy routes to give feedback can provide valuable information about existing customer priorities. But what about prevalent and emerging attitudes among prospective customers or in potential new segments and markets? Is there a difference? Are competitor approaches finding greater favour?

Customers, employees and investors are scrutinising your sustainability

There’s no question that businesses of every size need to take heed of customers’ growing attention to sustainability, in the UK and beyond. It’s already becoming a key success factor in customer recruitment and retention, for brand reputation, in attracting investment and for employee recruitment and retention.

The gold standard is granular data that connects attitudes to sustainability with the behaviour and choices of real consumers across channels and geographic areas.

To support this agenda CACI have developed an ESG score to drill into each aspect of how important environmental, social and governance issues are to individuals, enabling companies to assess both their current and potential customer base and act accordingly.

This takes the form of a series of individual level propensity models based on market research questions about consumers attitudes towards the following:

  • Social matters around community and social concerns and human capital
  • Governance issues around workplace practices such as executive pay and ethics

The product contains three propensities, one for each of the individual aspects of ESG and one unified score to summarise an individual’s affiliation to all the values encompassed by ESG. These probabilities relate to how important each of these aspects are and can be provided at individual level coded or aggregated up to postcode level.

Based on this data, leading businesses can produce consistent and reliable customer insight, using the latest analytics and modelling, to help them prioritise and accelerate their sustainability programmes.

If you’d like access to market-leading insight and evidence about consumer attitudes and responses to sustainability issues, talk to the consumer data experts at CACI.

Want to read more from our ESG blog series?

Learnings from CACI’s Activating Data event

In this Article

Back at the end of November 2021, during a small window of lockdown restrictions easing, CACI held an event in London for clients and prospects. After 20 months of not being able to meet in person, it felt great to be reunited to share insights and experience. 

Given the time that has passed, we wanted to make this event memorable for all the right reasons. To do this we organised client speakers from the RAC, Laithwaites Wines and Domino’s Pizza Group. Recognising that many of you want to hear from your peers rather than us. 

“Activating data to deliver seamless customer experiences” was the title of the event we decided on. Granted it’s a mouthful to say, but we felt that the topic of activating data into the customer experience is overlooked. Often falling between the IT, data, and marketing functions. When it comes to delivering a customer experience strategy that connects across all channels and is consistent it requires all these business areas to work together. 

In this blog post I want to pick out some of the important client messages from that event. You can watch all the videos here.

Takeaway 1: Need for multi-disciplinary change teams 

Ian Ruffle and Jenny Cann spoke about the RAC’s implementation of Adobe Campaign and Snowflake. The project has been a big success for the RAC, delivering new use cases and positive benefits (including a reduction in inbound calls). 

To successfully deliver this type of change, Jenny showed how RAC and CACI formed a core decision making team across technical and marketing disciplines. This group provided clear direction for the project and united teams around a single vision for delivery. 

Watch the RAC case study

Takeaway 2: Don’t forget the creative 

Domino’s Pizza Group shared the ingredients of their journey to deliver personalised messages to every customer. Hayley Pryde of Domino’s introduced how this transformation has been delivered through good technology, having the right people, developing test & learn processes, and then selecting solid agency partners.

An added ingredient was the need for new creative assets that can be personalised in every channel. This required new imagery, a variety of copy options, and strong integration between creativity and technology. Assets needed to work in multiple channels and be relevant to the recipient. For example, if a customer always orders vegetarian options, it’s less effective to use “mighty meaty” imagery in the campaign. 

As Domino’s Pizza Group have discovered, having the best technology and processes will only get you so far if the creative assets are all the same. For this reason, they are working with CACI’s creative studio to produce a wide range of personalisable assets for performance and direct channels. 

Watch Domino’s Pizza Group talk about creative asset personalisation.

Takeaway 3: Get closer to the customer 

Through lockdown Laithwaites Wines saw a change in their customer profile. Whilst their loyal base of wine buyers continued to purchase, new customer groups came to the brand looking for great wine that could be delivered to their home.  

With a growing base of customers, Laithwaites Wines worked with CACI to understand the UK market for wine buyers. Using Laithwaites’ data, CACI’s demographics and lifestyle data, and market research we created a market segmentation that could be applied to Laithwaites’ business strategy. 

Personas and market plans were built from the segmentation, enabling the business to understand the differences in customer buying habits and needs. For each segment, core value propositions were drawn out and applied to communications. Importantly for Laithwaites Wines, the segments provided a way to calculate addressable headroom for each segment to set very specific targets for growth. 

To listen to James and Sophie talk-through Laithwaites Wines’ approach to segmentation, click here.