British Consumer Champion Which? Enters a New Era of Trust

British Consumer Champion Which? Enters a New Era of Trust

After greater than 65 years, British not-for-profit group Which? has come to explain itself as “the consumer champion.” The platform focuses on researching and reporting client points, providing product exams, opinions and professional suggestions from a place of independence.

With a month-to-month common of 9 million guests a month to its website (based mostly on the final six months), the group’s viewers tends to skew round 35-64 years previous, with 91% not too long ago responding to analysis that informed Which? that they discovered its Cost of Living disaster content material “useful” as they attempt to navigate the hovering value of vitality and meals.

Now, in an age of disinformation and uncertainty, the group has undergone a model refresh to underline its relevance and to advertise the reliable actionable recommendation it provides to individuals.

Helping customers make the fitting selections

While it provides various subscription packages, Which? additionally provides a vary of free-to-access content material to assist individuals in making buying choices. That ranges from on-line articles that embrace client rights recommendation to a number of podcasts that publish weekly. It additionally employs journalists and thriller buyers as half of its arsenal of client reality.

“It’s about reminding people that we’re there and we can help them make the right choice,” Kat Chinnock, head of model and communications planning for Which?, defined to Adweek on the marketing campaign’s purpose. “With all this misinformation-and we’ve been there for so long-we’ve got this sort of wealth of free advice and support that to help people with and save money with.”

A mix of companies have developed the marketing campaign, together with branding company ODA, promoting company Brave Spark and media companies Goodstuff and Brainlabs.

Also being promoted by the six-week marketing campaign is a new visible identification which noticed branding company ODA work with Which?’s in-house inventive staff to develop. That consists of a “masterstroke,” which goals to convey extra confidence, filling the house between the model’s “W” and its well-known query mark because it challenges individuals to fill within the hole whereas signaling the breadth of solutions accessible by the platform.


“Previously, we’ve not really had anything ownable,” claims Chinnock across the model property and the introduction of the brief emblem.

The dwelling of solutions

The marketing campaign plans focus round a “takeover” London to show it into “the home of answers” defined Chinnock with a sequence of 4 particular construct activation QR codes at key areas throughout town. These embrace a parking ticket construct on Mare Street the place extra tickets are acquired right here than every other road in London. That will supply recommendation on tips on how to attraction having acquired a ticket.

Another shall be made with moss and shall be positioned on the best way to the Chelsea Flower Show, which talks about attracting extra bees to a backyard, whereas in Southbank, a jigsaw advert will supply recommendation on free household days out. And a fourth in Shoreditch will work at evening with a deal with insomnia suggestions utilizing UV rays. There can even be flyposting round irreverent areas throughout London providing insights on the issues Which? does.

One of then Which? flyposters being erected throughout London

While reside marketing campaign actions will happen in London beginning May 22, these shall be amplified to the remaining of the U.Ok. by social media channels.

That will embrace selling the London activations in addition to creating bespoke movies for the web site’s touchdown web page from the OOH QR Code particular construct, whereas additionally getting concerned pre-launch of posting fly posters too.

We actually simply need individuals to find out about us and find out about what we do. We wish to be your trusted dwelling for on a regular basis recommendation.

—Kat Chinnock, head of model and communications planning, Which?

Brainlabs additionally secured broadcaster Laura Whitmore, who beforehand hosted Love Island on ITV in addition to her personal BBC Radio 2 present, to amplify some of the activations. A spread of different influencers will work to additional amplify the marketing campaign throughout the U.Ok. over the course of the six-week interval too with a Home of Answers day additionally being deliberate for Manchester.


Further exercise for the marketing campaign will embrace out of dwelling posters, radio and digital promoting bringing to life the ‘Get Answers’ model concept.

Increasing model relevance

While subscriptions are vitally necessary to Which?, driving these numbers is not going to be one of the KPIs for this marketing campaign, even in such a “tough environment” as now for digital publishers, reveals Chinnock. Measurement will deal with relevance and rising model consideration and common website visits, together with by search.

“We want people to start using us more regularly and get that sort of repeat traffic to the site as well to prove that we are there for more than just that one-time washing machine purchase, or we can help with a sort of variety of everyday things,” mentioned Chinnock.

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