Case Study


Qualitative focus groups to unlock actionable insight.


EPAY were looking to gain a deeper understanding of what retailer customers thought of their current proposition, including their particular pain points. They wanted to create a proposition route which would provide the greatest benefit to their customer base and generate the greatest rewards for EPAY. Honest, independent retailer feedback was key to the process.


Because the client was looking to drill deep into what retailer customers thought about their proposition our approach focussed on qualitative focus groups. These focus groups were conducted under controlled environments with a robust cross-section of their retailer customer base. The in-depth and relaxed nature of the groups allowed us to get under the skin of what retailers really thought (positive and negative) and uncover the real nuggets of insight to help support EPAY’s future strategy.


The independent retailer feedback extracted from the focus groups supported EPAY with the development of their current retailer proposition. The insight captured was a key element to driving the strategic direction with regards to their retailer engagement.

KAM Media worked on a consultative basis with EPAY, looking at their Convenience model, creating focus groups and helping to make decisions at a strategic level.I engaged with a number of consultancies before deciding upon KAM media.What stood out for me was their knowledge and experience combined with their desire to conduct impartial research to get impartial data and feedback.We conducted extensive focus group research and KAM Media presented the data in an easy to understand and actionable plan.

Andrew Mallows, DirectorEPAY