It should be a customary practice for all businesses to measure satisfaction of their cliental through customer surveys. However, it is equally important and beneficial to survey non-customers. While our market research firm believes organizations should have a regular customer satisfaction program in place, we understand that conducting research on members of the general community or those who make up your target demographic can be much more challenging.
With customer satisfaction surveys organizations can easily tap into their database of clients. Typically organizations will have some type of CRM that holds their customer’s contact information such as name, email, phone number, and address. This is a great resource to have as it makes the process of reaching out to our customers for feedback very easy. Whether a customer survey is conducted online, by phone, or by mail, a company CRM should have all the information you need.
With non-customer surveys finding this level of contact information is not that simple. This is generally why businesses looking to conduct surveys for non-customers turn to a market research company like Drive Research – but more on that later!
This blog post will detail the benefits of surveying non-customers, why hiring a third-party is important, and the process for conducting non-customer surveys.
How can you increase the number of new customers? By conducting a non-customer survey to understand brand awareness, perception, and factors of choice directly from your target market.
Benefits of Surveying Non-Customers
A big opportunity of growth for any organization is tapping into people who have never done business with your company before. With non-customer surveys an organization can answer why this is.
Popular topics covered in a survey targeted to non-customers includes:
• Top-of-mind awareness of your brand
• Aided awareness of your brand
• Perception of your brand (positive, neutral, negative)
• Word associations with your brand
• Factors in choice or what is most important when choosing
• What influences the decision
• What source(s) are used for the decision
• What media channels do they spend their time in (social, radio, TV)
• Brands used and satisfaction with those brands
• Likelihood to switch brands
• Preferences for communication
• Preferences for purchasing
• Usage of websites
A non-customer survey can also ask questions regarding age, gender, income, etc. This information can help create likely buyer personas to assist in your marketing strategies.
The answers to these questions can unveil marketing and business strategies to implement in the coming month, quarter, year in order to increase the number of new customers. Say through the non-customer survey, a market research firm discovers your brand has a low awareness among your target demographic. Also, the survey showed the top media channel of preference was social media – specifically Facebook.
It would be a recommendation from the market research firm that your organization invests budget dollars towards a paid social media awareness campaign on Facebook.
Another key element to survey non-customers is understanding why buyers have selected a competitor and what factors would cause this customer to switch to a different brand. From here your organization may decide to create a marketing campaign speaking to how your organization can solve the issues currently being had with customers of a competitor, which are likely the factors that would cause them to switch.
Why Hiring a Third-Party for Non-Customer Surveys is Important
There are two main benefits of working with a third-party market research firm when deciding to survey customers. This of course being aside from not having to manage the survey and analyze the data, all while managing other projects and day to day tasks.
A benefit of partnering with a market research firm who specializes in non-customer surveys is it blinds your organization from being the sponsor of the research. People are less likely to give their honest feedback if they feel they are harming the person or organization they are critiquing. This is not just in research, but in life in general. If you were to ask a random stranger if they liked your clown shirt, chances are they will not be voicing the thoughts that are in their head to spare your feelings.
The same can be said of non-customer surveys. If your branding or logo is all over the questionnaire, people are less inclined to offer genuine feedback – but this is what an organization needs to achieve accurate results from surveying non-customers. The data collected from this type of market research will drive organizations to uncovering exactly what it is that makes their target demographic tick. Even if the feedback is mostly negative, it acts as a guide for where your organization should be spending their business and marketing budget to resolve this negative perception.
Another benefit of hiring a third-party when speaking with your target market, and possibly the biggest, is their ability to access non-customers to participate in the survey. Although each organization is different based on the sample pool available to them, our national market research firm uses a combination of social media paid advertisements and online panels to recruit respondents. Based on your market area and criteria, our expertise in digital marketing allows us to find respondents that match your exact target buyer and collect their feedback.
Drive Research has completed non-customer surveys for organizations across the country. The combinations of these two recruitment methods has allowed us to collect hundreds of survey responses – a response rate that rarely is achieved if conducted in-house. Again, your non-customer survey would not identify your organization as the sponsor of the research during this outreach to assure all opinions are unbiased and objective.
Process for Surveying Non-Customers
The process for surveying non-customers follows a very structured and organized timeline from beginning to end. This process begins with a proposal in which Drive Research will outline the scope, objectives, timeline, deliverables, and costs for you. Once the proposal is signed off, we are able to move forward with a kickoff meeting to highlight the steps of a non-customer survey in greater detail. Our market research firm then creates a workplan that acts as a guide for both our team and the client. This includes project dates, deliverables, and who is responsible for each task.
Next, Drive Research creates a draft of the non-customer survey to be approved by the client before it is launched to the target market. This is sent through a test link so you can view the survey as if you were a respondent. Once approved, the survey for non-customers will launch with a small sample of respondents to assure everything is performing as it should be. If everything checks out, the non-customer survey is launched to the full market area.
After fieldwork is completed, Drive Research runs data quality checks and starts preparing for the market research report. This report can be as simple or as detailed as you wish.
The report for your non-customer survey may include:
A comprehensive summary
Recommendations for next steps
Question by question appendix
Finally, Drive Research will meet with your team to walk through the findings and insights learned from the non-customer survey project. How long will it take to complete a non-customer survey? On average a non-customer survey from kickoff to debrief will take a couple of weeks, but the timeline of a non-customer survey project can be executed as long as your team needs.
Contact Drive Research
Drive Research is a market research company located in Syracuse, NY. Our team has the knowledge and tools to design an effective non-customer survey for organizations all over the country.
Interested in learning more about our market research services? Reach out through any of the four ways below.