IBS Research Centre Partners with CPL Group to Strengthen Retail Strategy Through In-Depth Market Research

Port Moresby, [Date Placeholder] — CPL Group, Papua New Guinea’s largest retail and pharmacy operator, partnered with the IBS Research Centre to conduct a comprehensive research study focused on evaluating its market position and enhancing customer experience across its Stop & Shop retail outlets.

The study deployed a multi-layered research methodology, including shopper surveys (both qualitative and quantitative), supplier feedback, staff and manager assessments, and mystery shopping observations. The goal was to provide a 360-degree view of CPL’s operational performance and customer satisfaction in comparison to competitors in the growing PNG retail market.

“Our research gave CPL deep insights into what their customers value most, what challenges exist across stores, and how internal stakeholders perceive performance,” said a representative from IBS Research Centre. “It provided the foundation for informed decisions in service improvement and brand positioning.”

Key findings highlighted customer preferences around product availability, pricing perceptions, store layout, and staff responsiveness. The research also identified opportunities to strengthen supplier relationships and improve frontline service delivery.

As a result, CPL Group was able to implement targeted improvements in store operations, staff training, and customer engagement strategies—reinforcing its commitment to delivering exceptional retail experiences.

This collaboration demonstrates IBS Research Centre’s capacity to deliver strategic, evidence-based insights that drive growth and service excellence in PNG’s dynamic retail sector.

Media Contact:
IBS Research Centre
Email: info@rc.ibs.org.pg
Website: www.rc.ibs.org.pg