Case Study

Surprise Package: Understanding My Air Care Product

Mar 28, 2019

The Challenge

How could we help a client see the reactions of consumers when they opened a package containing a new in-home air care device, then after six days of usage, to understand their perceptions and behaviors regarding the product?

The Solution

Sixty consumers were sent a package containing the new in-home air care product. Civicom provided its e asynchronous Civicom Chatterbox® platform to collect feedback. Consumers were asked to capture the moment they opened their “packages” with a video recording and then to explain their reactions describing their experiences with setting up the product and where they will place the product through with written responses to questions.

On Day six with the product in-home, the consumers were again asked to video record their thoughts and feelings regarding the product expectations, usage and pricing.

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