Case study
Lina Stores
Understanding customer engagement and growth opportunity
The Challenge
With a portfolio spanning restaurants, delicatessens, bars and an online shop, Lina Stores wanted an objective, evidence-led understanding of how customers were engaging with the brand and where future growth opportunities lay. This meant clarifying who their customers are, how different formats are used, where engagement is strongest, and whether the brand’s heritage-led positioning would translate beyond London as they prepared for regional expansion into cities such as Manchester.
Our Approach
To address these questions, KAM designed a quantitative research programme, supported by qualitative context from senior leadership insight and lived brand experience. This included two online surveys: one with 461 existing Lina Stores customers and one with 300 prospective Italian dining customers in Greater Manchester and surrounding areas. By combining customer data with leadership perspective, the approach ensured that insight was not only statistically robust, but also anchored in the operational and cultural realities of the brand.
Outcome
The research provided Lina Stores with a clear, confident and evidence-led understanding of both its current performance and future growth potential. By combining robust quantitative insight with a deep appreciation of the brand’s heritage, formats and ambitions, KAM helped validate the strength of the core restaurant offer while identifying opportunities to unlock further value across Bar Lina and the delicatessen and online offer by strengthening awareness and engagement within the existing customer base. Crucially, the insights also demonstrated that Lina Stores’ proposition translates well beyond London, equipping the business with a clear, customer-led framework to support brand positioning, portfolio development and regional expansion in support of future growth.
”KAM delivered valuable insight at a pivotal point in our growth journey. The research deepened our understanding of our existing customers and how they engage with the brand, while identifying meaningful opportunities to build awareness across our different formats. It also played a key role in our Manchester launch (our first site outside London) helping us understand existing awareness levels in a new market and shape the positioning work needed to establish Lina Stores successfully in the city.”
Morena Oliveira – Marketing Director
Who we help
Brands
As a brand or supplier in the dynamic world of UK hospitality and food service, staying ahead of trends and consumer preferences is crucial. We offer tailored insights and strategic guidance that enable you to make informed decisions, seize emerging opportunities, and create products that resonate with your target audience.
Operators
In the fast-paced world of hospitality and food service operations, delivering exceptional experiences while optimising efficiency is paramount. KAM provides you with the insights and strategies needed to streamline your operations, enhance guest satisfaction, and achieve sustainable success.
Service Providers
As a tech company, agency, or service provider, your role in the UK hospitality and food service sectors is pivotal. KAM Insight offers comprehensive insights that allow you to develop innovative solutions and strategies that cater to the evolving needs of your clients.