By Andrew Dalglish - 15th May 2017
There are six steps if you’re looking to conduct your own business to business survey. One, clearly define your objectives. Two, design a questionnaire which meets these and avoids common pitfalls (overly long with leading, double-barrelled, jargon filled, ambiguous questions). Three, pilot the survey. Four, decide whether telephone, online or face-to-face will get the best response rate. Five, incentivise it appropriately. And six, don’t act on the findings unless they’re reliable and representative.
Let me expand.
With the plethora of DIY research tools on the market nowadays, every man and his dog reckons they’re a market researcher. After all, how hard can it be to design a survey? Well, in truth it’s rather difficult and that’s why the world has been flooded by a tidal wave of crap research. Not only is that annoying, it’s doing significant damage to the brands these hapless researchers represent. That’s especially true in business to business markets where the target market is small and relationships are critical. If a valued customer or prospect receives a poorly designed survey, they’ll quite rightly question how much you really value them and their opinion.
So let me share a few tips for anyone looking to conduct a business to business survey themselves.
First, stop and think. Why are you doing the survey – what are your goals and how will you use the information the survey gathers? Then, having reflected on your motivations, write a concise statement which details the overarching objective of the survey and the specific information you need to gather to reach this objective. This will keep you focussed throughout subsequent steps.
Armed with these information objectives, you’ll then need to design a survey questionnaire. In doing so, avoid these common survey pitfalls:
Once the survey questionnaire is designed, pilot it on a few friendly members of the target audience or colleagues. Their feedback will help you to avoid pitfalls like those above and will also give you a good idea of how long the survey will take people to complete in reality.
Now it’s a case of getting the market at large to respond to the survey. An important point to remember here is that the decision making unit in business to business markets is often complicated and involves many different roles. So think carefully about whose opinion you need to seek. You also need to think long and hard about how to get them to complete the survey. Business to business decision makers are often hard to reach or protected by gatekeepers. So ask yourself whether a telephone survey, online survey or even face-to-face survey is likely to work best in your market (oh, and don’t even think about buying in an email list and spamming them – nobody will respond). Business to business decision makers are usually also time poor and answering your survey on the ‘company clock’. So think about why they should give you their precious time. The most powerful incentives here are their goodwill (by virtue of a relationship with your organisation) and a charity donation in exchange for their time.
Finally, once all the data is in, check to see if it’s reliable (i.e. there are sufficient responses to make it statistically robust) and representative (i.e. the distribution of survey responses reflects your market structure). If not, I suggest you bin the data (or at least interpret the survey results with great caution).
Or of course you could just call in the professionals…
Andrew has specialised in B2B research for over a decade and co-founded Circle Research in 2006. He is a columnist for B2B Marketing Magazine, a regular contributor to Research Live and frequent speaker at leading events such as the B2B Leaders Forum, Customer Experience Live and the Social Media World Forum. Andrew is a Chartered Member of the MRS, teaches the MRS B2B research course and holds an MA in Psychology from Aberdeen University alongside an MSc in Marketing from Strathclyde University.