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Fairphone manufactures the world’s most sustainable smartphone and recently introduced a new subscription-based smartphone rental program - Fairphone Easy. Hoping for a larger customer base among younger people, they turned to 180 Degrees Consulting Tilburg for help in understanding the main barriers to purchase, as well as how they can best tailor the service to customers' needs.
To help Fairphone improve its offering, a comprehensive analysis of the current structure of the program was conducted, followed by carrying out a questionnaire study and two dozen customer interviews aimed at finding points of improvement based on customer insights.
The tailored primary data collection uncovered aspects of Fairphone Easy that prevented customers from purchasing the service. Fairphone adjusted the offering based on our consultants’ recommendations and re-launched it as a much more attractive package, boosting sales as a result.
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