With the media industry facing a decline in print revenue, Nine saw a need to shift its focus to the digital realm and grow both digital subscriptions and online ad revenue. Nine also needed to create a way to push real-time feedback via its websites to decrease response time, increase responsiveness to requests from the organisation, and ultimately enhance audience engagement.
Partnering with Vision Critical, Nine established six distinct insight communities, across multiple publications and platforms, to better understand audience segments, specific needs, and behaviors. By connecting attitudinal and preference data from Sparq with transactional data via multiple data integrations, Nine has developed a 360-degree view of its audiences.
Subscription and segmentation data from the subscriber database and behavior data such as mobile app and website access information from Google Analytics is combined with data from Sparq to enhance audience feedback, reduce the number of profiling questions asked to members, as well as ensuring the most up to date information is available on members. Insights are used to drive business decisions including managing churn, monitoring satisfaction, and measuring the organisation’s overall success.
This approach of collecting subscriber insights has been deemed vital to every team in order to make data-driven decisions about all facets of the business. Due to the speed of response the insight communities afford, the Audience Insights team has doubled the amount of research studies completed over the past year.