Velux – The customer’s world

How do you understand your customers when you don’t deal directly with them? This was the question facing VELUX; the roof window manufacturer, who predominantly sell to merchants & installers rather than home-owners.

Bridging the gap between supplier and end-user

Our first step was a series of interactive stakeholder workshops to identify key research priorities and existing knowledge before designing a 4 year research programme.

This has included quantitative segmentation, qualitative online bulletin boards and depth interviews not only with end-users but also installers and architects to build a 360 view of the purchase process.

From this we have and continue to build an intricate picture of the VELUX end-user which we have found is not one portrait but a gallery of different customer profiles. As our knowledge of their behaviours and drivers deepen we can allow VELUX to optimise and tailor their end offering to each group.

twitter in facebook google youtube