DIY Market Research
The wide availability of information and tools on the internet for collecting information from and about customers means many more businesses are using DIY research techniques - subscribing to companies like SurveyMonkey or simply working through the collected market intelligence that is available
For all companies, research is the foundation of a strong business plan, but for many smaller organisations the costs of professional research surveys can seem prohibitive. Even in larger companies, as more research is done at a local level (see the papers on One-to-one Research), there is a need for better tools to help in conducting simple yet objective research.
Do-it-yourself market research and market intelligence gathering is not difficult, but it can have traps for the unwary. Since 2000 we have had a set of guides and notes on how to carry out your own market research and market intelligence gathering, which change as new tools and techniques become available. In addition, on this site you will find a free Questionnaire Wizard that you can download to help you conduct your own surveys.
The biggest challenge when designing your own research project is neutrality and leading with the customer-view first. It is extremely easy to be so engrossed in the internal view of the business and market, that it becomes difficult to do an objective piece of market research or market intelligence gathering. A typical product manager is there as a champion of the products they manage and so they want to create research that shows their products in the best possible light. The product manager is also knows everything their is to know about the product, the trends in the market and what new technologies are likely to be around and he or she probably has a host of TLAs (three-letter abbreviations) and jargon that they use when enthusing about their product or service to people internally. Customers and consumers don't think like this.
To lead with the customer view, you have to place yourself in the customer's shoes. The customer is someone for whom your product is just another one of many that they run across. It's unlikely the customer uses the same language as the product manager uses, or fully understand the technology implications of what they want, or see the point of the policy jargon around the latest initiative. It's not that the customer doesn't care, but the factors that are important to them can both be more detailed (how do I do X?) and more general (will it be reliable) than the product managers considerations.
The same problem occurs when collecting market intelligence or using social listening to gather data. There is a confirmation bias for product managers in that they will amplify the things they find and like above the considerations and issues that they don't like. For this reason it is often advisable to have an experienced overseer who can take a more detached view of the research and the data and we advise some standards of oversight such as an ethics committee used in clinical research, to take a broader view of the quality of the research before it is conducted.
If you are doing-it-yourself, the first tip is that you're trying to listen, not to pursuade. Research is different from sales, though both use questions. Be aware of the order of questionning. Detailed points early on can bias subsequent answers so researchers like to cover general areas first then drill down later, controlling when they release information in the questions they ask. Beware of yea-saying. Most customers and respondents will try to give a positive view when the company is asking the question, even if later they will say something is awful. Don't take the first yes as the real answer. Above all test any questionnaire or research approach before you go live (piloting) ideally with real people, listening to what those people say. A few distant family members might be sufficient, or people outside the direct marketing and product area.
If you need more advice, we can provide free basic advice via e-mail to get you on your way. We have experience across a large number of market sectors and with a large number of marketing information gathering techniques. Alternatively for more complex problems we can provide consultations which include looking at your business and its markets to advise on what research could or should be carried out.
If you have a specific question - please click on help and we will be happy to give you advice or point you in the right directions. We have answered some queries in the past and these are included in our help section.
- Finding pre-published information (.pdf)
- Market research and customer surveys basics
- Using the Internet for research
- See the paper on One-to-one Research
Alternatively browse around this site to see what we would be looking for in terms of strategic analysis, implementing strategies, or what we mean by customer knowledge to get a flavour of the areas that will help you.