market research request meaning

How To Do Market Research: Definition, Types, Methods

Jan 2, 2024

11 min. read

Market research isn’t just collecting data. It’s a strategic tool that allows businesses to gain a competitive advantage while making the best use of their resources. Research reveals valuable insights into your target audience about their preferences, buying habits, and emerging demands — all of which help you unlock new opportunities to grow your business.

When done correctly, market research can minimize risks and losses, spur growth, and position you as a leader in your industry. 

Let’s explore the basic building blocks of market research and how to collect and use data to move your company forward:

Table of Contents

What Is Market Research?

Why is market research important, market analysis example, 5 types of market research, what are common market research questions, what are the limitations of market research, how to do market research, improving your market research with radarly.

Market Research Definition: The process of gathering, analyzing, and interpreting information about a market or audience.

Market research studies consumer behavior to better understand how they perceive products or services. These insights help businesses identify ways to grow their current offering, create new products or services, and improve brand trust and brand recognition .

You might also hear market research referred to as market analysis or consumer research .

Traditionally, market research has taken the form of focus groups, surveys, interviews, and even competitor analysis . But with modern analytics and research tools, businesses can now capture deeper insights from a wider variety of sources, including social media, online reviews, and customer interactions. These extra layers of intel can help companies gain a more comprehensive understanding of their audience.

With consumer preferences and markets evolving at breakneck speeds, businesses need a way to stay in touch with what people need and want. That’s why the importance of market research cannot be overstated.

Market research offers a proactive way to identify these trends and make adjustments to product development, marketing strategies , and overall operations. This proactive approach can help businesses stay ahead of the curve and remain agile as markets shift.

Market research examples abound — given the number of ways companies can get inside the minds of their customers, simply skimming through your business’s social media comments can be a form of market research.

A restaurant chain might use market research methods to learn more about consumers’ evolving dining habits. These insights might be used to offer new menu items, re-examine their pricing strategies, or even open new locations in different markets, for example.

A consumer electronics company might use market research for similar purposes. For instance, market research may reveal how consumers are using their smart devices so they can develop innovative features.

Market research can be applied to a wide range of use cases, including:

• Testing new product ideas
• Improve existing products
• Entering new markets
• Right-sizing their physical footprints
• Improving brand image and awareness
• Gaining insights into competitors via competitive intelligence

Ultimately, companies can lean on market research techniques to stay ahead of trends and competitors while improving the lives of their customers.

Market research methods take different forms, and you don’t have to limit yourself to just one. Let’s review the most common market research techniques and the insights they deliver.

1. Interviews

3. Focus Groups

4. Observations

5. AI-Driven Market Research

One-on-one interviews are one of the most common market research techniques. Beyond asking direct questions, skilled interviewers can uncover deeper motivations and emotions that drive purchasing decisions. Researchers can elicit more detailed and nuanced responses they might not receive via other methods, such as self-guided surveys.

Interviews also create the opportunity to build rapport with customers and prospects. Establishing a connection with interviewees can encourage them to open up and share their candid thoughts, which can enrich your findings. Researchers also have the opportunity to ask clarifying questions and dig deeper based on individual responses.

Market research surveys provide an easy entry into the consumer psyche. They’re cost-effective to produce and allow researchers to reach lots of people in a short time. They’re also user-friendly for consumers, which allows companies to capture more responses from more people.

Big data and data analytics are making traditional surveys more valuable. Researchers can apply these tools to elicit a deeper understanding from responses and uncover hidden patterns and correlations within survey data that were previously undetectable.

The ways in which surveys are conducted are also changing. With the rise of social media and other online channels, brands and consumers alike have more ways to engage with each other, lending to a continuous approach to market research surveys.

3. Focus groups

Focus groups are “group interviews” designed to gain collective insights. This interactive setting allows participants to express their thoughts and feelings openly, giving researchers richer insights beyond yes-or-no responses.

One of the key benefits of using focus groups is the opportunity for participants to interact with one another. They spark discussions while sharing diverse viewpoints. These sessions can uncover underlying motivations and attitudes that may not be easily expressed through other research methods.

Observing your customers “in the wild” might feel informal, but it can be one of the most revealing market research techniques of all. That’s because you might not always know the right questions to ask. By simply observing, you can surface insights you might not have known to look for otherwise.

This method also delivers raw, authentic, unfiltered data. There’s no room for bias and no potential for participants to accidentally skew the data. Researchers can also pick up on non-verbal cues and gestures that other research methods may fail to capture.

5. AI-driven market research

One of the newer methods of market research is the use of AI-driven market research tools to collect and analyze insights on your behalf. AI customer intelligence tools and consumer insights software like Meltwater Radarly take an always-on approach by going wherever your audience is and continuously predicting behaviors based on current behaviors.

By leveraging advanced algorithms, machine learning, and big data analysis , AI enables companies to uncover deep-seated patterns and correlations within large datasets that would be near impossible for human researchers to identify. This not only leads to more accurate and reliable findings but also allows businesses to make informed decisions with greater confidence.

Tip: Learn how to use Meltwater as a research tool , how Meltwater uses AI , and learn more about consumer insights and about consumer insights in the fashion industry .

No matter the market research methods you use, market research’s effectiveness lies in the questions you ask. These questions should be designed to elicit honest responses that will help you reach your goals.

Examples of common market research questions include:

Demographic market research questions

• What is your age range?
• What is your occupation?
• What is your household income level?
• What is your educational background?
• What is your gender?

Product or service usage market research questions

• How long have you been using [product/service]?
• How frequently do you use [product/service]?
• What do you like most about [product/service]?
• Have you experienced any problems using [product/service]?
• How could we improve [product/service]?
• Why did you choose [product/service] over a competitor’s [product/service]?

Brand perception market research questions

• How familiar are you with our brand?
• What words do you associate with our brand?
• How do you feel about our brand?
• What makes you trust our brand?
• What sets our brand apart from competitors?
• What would make you recommend our brand to others?

Buying behavior market research questions

• What do you look for in a [product/service]?
• What features in a [product/service] are important to you?
• How much time do you need to choose a [product/service]?
• How do you discover new products like [product/service]?
• Do you prefer to purchase [product/service] online or in-store?
• How do you research [product/service] before making a purchase?
• How often do you buy [product/service]?
• How important is pricing when buying [product/service]?
• What would make you switch to another brand of [product/service]?

Customer satisfaction market research questions

• How happy have you been with [product/service]?
• What would make you more satisfied with [product/service]?
• How likely are you to continue using [product/service]?

Bonus Tip: Compiling these questions into a market research template can streamline your efforts.

Market research can offer powerful insights, but it also has some limitations. One key limitation is the potential for bias. Researchers may unconsciously skew results based on their own preconceptions or desires, which can make your findings inaccurate.

• Depending on your market research methods, your findings may be outdated by the time you sit down to analyze and act on them. Some methods struggle to account for rapidly changing consumer preferences and behaviors.
• There’s also the risk of self-reported data (common in online surveys). Consumers might not always accurately convey their true feelings or intentions. They might provide answers they think researchers are looking for or misunderstand the question altogether.
• There’s also the potential to miss emerging or untapped markets . Researchers are digging deeper into what (or who) they already know. This means you might be leaving out a key part of the story without realizing it.

Still, the benefits of market research cannot be understated, especially when you supplement traditional market research methods with modern tools and technology.

Let’s put it all together and explore how to do market research step-by-step to help you leverage all its benefits.

Step 1: Define your objectives

You’ll get more from your market research when you hone in on a specific goal : What do you want to know, and how will this knowledge help your business?

This step will also help you define your target audience. You’ll need to ask the right people the right questions to collect the information you want. Understand the characteristics of the audience and what gives them authority to answer your questions.

Step 2: Select your market research methods

Choose one or more of the market research methods (interviews, surveys, focus groups, observations, and/or AI-driven tools) to fuel your research strategy.

Certain methods might work better than others for specific goals . For example, if you want basic feedback from customers about a product, a simple survey might suffice. If you want to hone in on serious pain points to develop a new product, a focus group or interview might work best.

You can also source secondary research ( complementary research ) via secondary research companies , such as industry reports or analyses from large market research firms. These can help you gather preliminary information and inform your approach.

Step 3: Develop your research tools

Prior to working with participants, you’ll need to craft your survey or interview questions, interview guides, and other tools. These tools will help you capture the right information , weed out non-qualifying participants, and keep your information organized.

You should also have a system for recording responses to ensure data accuracy and privacy. Test your processes before speaking with participants so you can spot and fix inefficiencies or errors.

Step 4: Conduct the market research

With a system in place, you can start looking for candidates to contribute to your market research. This might include distributing surveys to current customers or recruiting participants who fit a specific profile, for example.

Set a time frame for conducting your research. You might collect responses over the course of a few days, weeks, or even months. If you’re using AI tools to gather data, choose a data range for your data to focus on the most relevant information.

Step 5: Analyze and apply your findings

Review your findings while looking for trends and patterns. AI tools can come in handy in this phase by analyzing large amounts of data on your behalf.

Compile your findings into an easy-to-read report and highlight key takeaways and next steps. Reports aren’t useful unless the reader can understand and act on them.

Tip: Learn more about trend forecasting , trend detection , and trendspotting .

Meltwater’s Radarly consumer intelligence suite helps you reap the benefits of market research on an ongoing basis. Using a combination of AI, data science, and market research expertise, Radarly scans multiple global data sources to learn what people are talking about, the actions they’re taking, and how they’re feeling about specific brands.

Our tools are created by market research experts and designed to help researchers uncover what they want to know (and what they don’t know they want to know). Get data-driven insights at scale with information that’s always relevant, always accurate, and always tailored to your organization’s needs.

Learn more when you request a demo by filling out the form below:

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Market Research: A How-To Guide and Template

Discover the different types of market research, how to conduct your own market research, and use a free template to help you along the way.

MARKET RESEARCH KIT

5 Research and Planning Templates + a Free Guide on How to Use Them in Your Market Research

Updated: 02/21/24

Published: 02/21/24

Today's consumers have a lot of power. As a business, you must have a deep understanding of who your buyers are and what influences their purchase decisions.

Enter: Market Research.

Whether you're new to market research or not, I created this guide to help you conduct a thorough study of your market, target audience, competition, and more. Let’s dive in.

Table of Contents

What is market research?

Primary vs. secondary research, types of market research, how to do market research, market research report template, market research examples.

Market research is the process of gathering information about your target market and customers to verify the success of a new product, help your team iterate on an existing product, or understand brand perception to ensure your team is effectively communicating your company's value effectively.

Market research can answer various questions about the state of an industry. But if you ask me, it's hardly a crystal ball that marketers can rely on for insights on their customers.

Market researchers investigate several areas of the market, and it can take weeks or even months to paint an accurate picture of the business landscape.

However, researching just one of those areas can make you more intuitive to who your buyers are and how to deliver value that no other business is offering them right now.

How? Consider these two things:

• Your competitors also have experienced individuals in the industry and a customer base. It‘s very possible that your immediate resources are, in many ways, equal to those of your competition’s immediate resources. Seeking a larger sample size for answers can provide a better edge.
• Your customers don't represent the attitudes of an entire market. They represent the attitudes of the part of the market that is already drawn to your brand.

The market research services market is growing rapidly, which signifies a strong interest in market research as we enter 2024. The market is expected to grow from roughly $75 billion in 2021 to $90.79 billion in 2025 .

Free Market Research Kit

• SWOT Analysis Template
• Survey Template
• Focus Group Template

You're all set!

Click this link to access this resource at any time.

Why do market research?

Market research allows you to meet your buyer where they are.

As our world becomes louder and demands more of our attention, this proves invaluable.

By understanding your buyer's problems, pain points, and desired solutions, you can aptly craft your product or service to naturally appeal to them.

Market research also provides insight into the following:

• Where your target audience and current customers conduct their product or service research
• Which of your competitors your target audience looks to for information, options, or purchases
• What's trending in your industry and in the eyes of your buyer
• Who makes up your market and what their challenges are
• What influences purchases and conversions among your target audience
• Consumer attitudes about a particular topic, pain, product, or brand
• Whether there‘s demand for the business initiatives you’re investing in
• Unaddressed or underserved customer needs that can be flipped into selling opportunity
• Attitudes about pricing for a particular product or service

Ultimately, market research allows you to get information from a larger sample size of your target audience, eliminating bias and assumptions so that you can get to the heart of consumer attitudes.

As a result, you can make better business decisions.

To give you an idea of how extensive market research can get , consider that it can either be qualitative or quantitative in nature — depending on the studies you conduct and what you're trying to learn about your industry.

Qualitative research is concerned with public opinion, and explores how the market feels about the products currently available in that market.

Quantitative research is concerned with data, and looks for relevant trends in the information that's gathered from public records.

That said, there are two main types of market research that your business can conduct to collect actionable information on your products: primary research and secondary research.

Primary Research

Primary research is the pursuit of first-hand information about your market and the customers within your market.

It's useful when segmenting your market and establishing your buyer personas.

Primary market research tends to fall into one of two buckets:

• Exploratory Primary Research: This kind of primary market research normally takes place as a first step — before any specific research has been performed — and may involve open-ended interviews or surveys with small numbers of people.
• Specific Primary Research: This type of research often follows exploratory research. In specific research, you take a smaller or more precise segment of your audience and ask questions aimed at solving a suspected problem.

Secondary Research

Secondary research is all the data and public records you have at your disposal to draw conclusions from (e.g. trend reports, market statistics, industry content, and sales data you already have on your business).

Secondary research is particularly useful for analyzing your competitors . The main buckets your secondary market research will fall into include:

• Public Sources: These sources are your first and most-accessible layer of material when conducting secondary market research. They're often free to find and review — like government statistics (e.g., from the U.S. Census Bureau ).
• Commercial Sources: These sources often come in the form of pay-to-access market reports, consisting of industry insight compiled by a research agency like Pew , Gartner , or Forrester .
• Internal Sources: This is the market data your organization already has like average revenue per sale, customer retention rates, and other historical data that can help you draw conclusions on buyer needs.
• Focus Groups
• Product/ Service Use Research
• Observation-Based Research
• Buyer Persona Research
• Market Segmentation Research
• Pricing Research
• Competitive Analysis Research
• Customer Satisfaction and Loyalty Research
• Brand Awareness Research
• Campaign Research

1. Interviews

Interviews allow for face-to-face discussions so you can allow for a natural flow of conversation. Your interviewees can answer questions about themselves to help you design your buyer personas and shape your entire marketing strategy.

2. Focus Groups

Focus groups provide you with a handful of carefully-selected people that can test out your product and provide feedback. This type of market research can give you ideas for product differentiation.

3. Product/Service Use Research

Product or service use research offers insight into how and why your audience uses your product or service. This type of market research also gives you an idea of the product or service's usability for your target audience.

4. Observation-Based Research

Observation-based research allows you to sit back and watch the ways in which your target audience members go about using your product or service, what works well in terms of UX , and which aspects of it could be improved.

5. Buyer Persona Research

Buyer persona research gives you a realistic look at who makes up your target audience, what their challenges are, why they want your product or service, and what they need from your business or brand.

6. Market Segmentation Research

Market segmentation research allows you to categorize your target audience into different groups (or segments) based on specific and defining characteristics. This way, you can determine effective ways to meet their needs.

7. Pricing Research

Pricing research helps you define your pricing strategy . It gives you an idea of what similar products or services in your market sell for and what your target audience is willing to pay.

8. Competitive Analysis

Competitive analyses give you a deep understanding of the competition in your market and industry. You can learn about what's doing well in your industry and how you can separate yourself from the competition .

9. Customer Satisfaction and Loyalty Research

Customer satisfaction and loyalty research gives you a look into how you can get current customers to return for more business and what will motivate them to do so (e.g., loyalty programs , rewards, remarkable customer service).

10. Brand Awareness Research

Brand awareness research tells you what your target audience knows about and recognizes from your brand. It tells you about the associations people make when they think about your business.

11. Campaign Research

Campaign research entails looking into your past campaigns and analyzing their success among your target audience and current customers. The goal is to use these learnings to inform future campaigns.

• Define your buyer persona.
• Identify a persona group to engage.
• Prepare research questions for your market research participants.
• List your primary competitors.
• Summarize your findings.

1. Define your buyer persona.

You have to understand who your customers are and how customers in your industry make buying decisions.

This is where your buyer personas come in handy. Buyer personas — sometimes referred to as marketing personas — are fictional, generalized representations of your ideal customers.

Use a free tool to create a buyer persona that your entire company can use to market, sell, and serve better.

Don't forget to share this post!

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How to Do Market Research: The Complete Guide

Learn how to do market research with this step-by-step guide, complete with templates, tools and real-world examples.

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What are your customers’ needs? How does your product compare to the competition? What are the emerging trends and opportunities in your industry? If these questions keep you up at night, it’s time to conduct market research.

Market research plays a pivotal role in your ability to stay competitive and relevant, helping you anticipate shifts in consumer behavior and industry dynamics. It involves gathering these insights using a wide range of techniques, from surveys and interviews to data analysis and observational studies.

In this guide, we’ll explore why market research is crucial, the various types of market research, the methods used in data collection, and how to effectively conduct market research to drive informed decision-making and success.

What is market research?

Market research is the systematic process of gathering, analyzing and interpreting information about a specific market or industry. The purpose of market research is to offer valuable insight into the preferences and behaviors of your target audience, and anticipate shifts in market trends and the competitive landscape. This information helps you make data-driven decisions, develop effective strategies for your business, and maximize your chances of long-term growth.

Why is market research important? 

By understanding the significance of market research, you can make sure you’re asking the right questions and using the process to your advantage. Some of the benefits of market research include:

• Informed decision-making: Market research provides you with the data and insights you need to make smart decisions for your business. It helps you identify opportunities, assess risks and tailor your strategies to meet the demands of the market. Without market research, decisions are often based on assumptions or guesswork, leading to costly mistakes.
• Customer-centric approach: A cornerstone of market research involves developing a deep understanding of customer needs and preferences. This gives you valuable insights into your target audience, helping you develop products, services and marketing campaigns that resonate with your customers.
• Competitive advantage: By conducting market research, you’ll gain a competitive edge. You’ll be able to identify gaps in the market, analyze competitor strengths and weaknesses, and position your business strategically. This enables you to create unique value propositions, differentiate yourself from competitors, and seize opportunities that others may overlook.
• Risk mitigation: Market research helps you anticipate market shifts and potential challenges. By identifying threats early, you can proactively adjust their strategies to mitigate risks and respond effectively to changing circumstances. This proactive approach is particularly valuable in volatile industries.
• Resource optimization: Conducting market research allows organizations to allocate their time, money and resources more efficiently. It ensures that investments are made in areas with the highest potential return on investment, reducing wasted resources and improving overall business performance.
• Adaptation to market trends: Markets evolve rapidly, driven by technological advancements, cultural shifts and changing consumer attitudes. Market research ensures that you stay ahead of these trends and adapt your offerings accordingly so you can avoid becoming obsolete. 

As you can see, market research empowers businesses to make data-driven decisions, cater to customer needs, outperform competitors, mitigate risks, optimize resources and stay agile in a dynamic marketplace. These benefits make it a huge industry; the global market research services market is expected to grow from $76.37 billion in 2021 to $108.57 billion in 2026 . Now, let’s dig into the different types of market research that can help you achieve these benefits.

Types of market research 

• Qualitative research
• Quantitative research
• Exploratory research
• Descriptive research
• Causal research
• Cross-sectional research
• Longitudinal research

Despite its advantages, 23% of organizations don’t have a clear market research strategy. Part of developing a strategy involves choosing the right type of market research for your business goals. The most commonly used approaches include:

1. Qualitative research

Qualitative research focuses on understanding the underlying motivations, attitudes and perceptions of individuals or groups. It is typically conducted through techniques like in-depth interviews, focus groups and content analysis — methods we’ll discuss further in the sections below. Qualitative research provides rich, nuanced insights that can inform product development, marketing strategies and brand positioning.

2. Quantitative research

Quantitative research, in contrast to qualitative research, involves the collection and analysis of numerical data, often through surveys, experiments and structured questionnaires. This approach allows for statistical analysis and the measurement of trends, making it suitable for large-scale market studies and hypothesis testing. While it’s worthwhile using a mix of qualitative and quantitative research, most businesses prioritize the latter because it is scientific, measurable and easily replicated across different experiments.

3. Exploratory research

Whether you’re conducting qualitative or quantitative research or a mix of both, exploratory research is often the first step. Its primary goal is to help you understand a market or problem so you can gain insights and identify potential issues or opportunities. This type of market research is less structured and is typically conducted through open-ended interviews, focus groups or secondary data analysis. Exploratory research is valuable when entering new markets or exploring new product ideas.

4. Descriptive research

As its name implies, descriptive research seeks to describe a market, population or phenomenon in detail. It involves collecting and summarizing data to answer questions about audience demographics and behaviors, market size, and current trends. Surveys, observational studies and content analysis are common methods used in descriptive research. 

5. Causal research

Causal research aims to establish cause-and-effect relationships between variables. It investigates whether changes in one variable result in changes in another. Experimental designs, A/B testing and regression analysis are common causal research methods. This sheds light on how specific marketing strategies or product changes impact consumer behavior.

6. Cross-sectional research

Cross-sectional market research involves collecting data from a sample of the population at a single point in time. It is used to analyze differences, relationships or trends among various groups within a population. Cross-sectional studies are helpful for market segmentation, identifying target audiences and assessing market trends at a specific moment.

7. Longitudinal research

Longitudinal research, in contrast to cross-sectional research, collects data from the same subjects over an extended period. This allows for the analysis of trends, changes and developments over time. Longitudinal studies are useful for tracking long-term developments in consumer preferences, brand loyalty and market dynamics.

Each type of market research has its strengths and weaknesses, and the method you choose depends on your specific research goals and the depth of understanding you’re aiming to achieve. In the following sections, we’ll delve into primary and secondary research approaches and specific research methods.

Primary vs. secondary market research

Market research of all types can be broadly categorized into two main approaches: primary research and secondary research. By understanding the differences between these approaches, you can better determine the most appropriate research method for your specific goals.

Primary market research 

Primary research involves the collection of original data straight from the source. Typically, this involves communicating directly with your target audience — through surveys, interviews, focus groups and more — to gather information. Here are some key attributes of primary market research:

• Customized data: Primary research provides data that is tailored to your research needs. You design a custom research study and gather information specific to your goals.
• Up-to-date insights: Because primary research involves communicating with customers, the data you collect reflects the most current market conditions and consumer behaviors.
• Time-consuming and resource-intensive: Despite its advantages, primary research can be labor-intensive and costly, especially when dealing with large sample sizes or complex study designs. Whether you hire a market research consultant, agency or use an in-house team, primary research studies consume a large amount of resources and time.

Secondary market research 

Secondary research, on the other hand, involves analyzing data that has already been compiled by third-party sources, such as online research tools, databases, news sites, industry reports and academic studies.

Here are the main characteristics of secondary market research:

• Cost-effective: Secondary research is generally more cost-effective than primary research since it doesn’t require building a research plan from scratch. You and your team can look at databases, websites and publications on an ongoing basis, without needing to design a custom experiment or hire a consultant. 
• Leverages multiple sources: Data tools and software extract data from multiple places across the web, and then consolidate that information within a single platform. This means you’ll get a greater amount of data and a wider scope from secondary research.
• Quick to access: You can access a wide range of information rapidly — often in seconds — if you’re using online research tools and databases. Because of this, you can act on insights sooner, rather than taking the time to develop an experiment. 

So, when should you use primary vs. secondary research? In practice, many market research projects incorporate both primary and secondary research to take advantage of the strengths of each approach.

One rule of thumb is to focus on secondary research to obtain background information, market trends or industry benchmarks. It is especially valuable for conducting preliminary research, competitor analysis, or when time and budget constraints are tight. Then, if you still have knowledge gaps or need to answer specific questions unique to your business model, use primary research to create a custom experiment. 

Market research methods

• Surveys and questionnaires
• Focus groups
• Observational research
• Online research tools
• Experiments
• Content analysis
• Ethnographic research

How do primary and secondary research approaches translate into specific research methods? Let’s take a look at the different ways you can gather data: 

1. Surveys and questionnaires

Surveys and questionnaires are popular methods for collecting structured data from a large number of respondents. They involve a set of predetermined questions that participants answer. Surveys can be conducted through various channels, including online tools, telephone interviews and in-person or online questionnaires. They are useful for gathering quantitative data and assessing customer demographics, opinions, preferences and needs. On average, customer surveys have a 33% response rate , so keep that in mind as you consider your sample size.

2. Interviews

Interviews are in-depth conversations with individuals or groups to gather qualitative insights. They can be structured (with predefined questions) or unstructured (with open-ended discussions). Interviews are valuable for exploring complex topics, uncovering motivations and obtaining detailed feedback. 

3. Focus groups

The most common primary research methods are in-depth webcam interviews and focus groups. Focus groups are a small gathering of participants who discuss a specific topic or product under the guidance of a moderator. These discussions are valuable for primary market research because they reveal insights into consumer attitudes, perceptions and emotions. Focus groups are especially useful for idea generation, concept testing and understanding group dynamics within your target audience.

4. Observational research

Observational research involves observing and recording participant behavior in a natural setting. This method is particularly valuable when studying consumer behavior in physical spaces, such as retail stores or public places. In some types of observational research, participants are aware you’re watching them; in other cases, you discreetly watch consumers without their knowledge, as they use your product. Either way, observational research provides firsthand insights into how people interact with products or environments.

5. Online research tools

You and your team can do your own secondary market research using online tools. These tools include data prospecting platforms and databases, as well as online surveys, social media listening, web analytics and sentiment analysis platforms. They help you gather data from online sources, monitor industry trends, track competitors, understand consumer preferences and keep tabs on online behavior. We’ll talk more about choosing the right market research tools in the sections that follow.

6. Experiments

Market research experiments are controlled tests of variables to determine causal relationships. While experiments are often associated with scientific research, they are also used in market research to assess the impact of specific marketing strategies, product features, or pricing and packaging changes.

7. Content analysis

Content analysis involves the systematic examination of textual, visual or audio content to identify patterns, themes and trends. It’s commonly applied to customer reviews, social media posts and other forms of online content to analyze consumer opinions and sentiments.

8. Ethnographic research

Ethnographic research immerses researchers into the daily lives of consumers to understand their behavior and culture. This method is particularly valuable when studying niche markets or exploring the cultural context of consumer choices.

How to do market research

• Set clear objectives
• Identify your target audience
• Choose your research methods
• Use the right market research tools
• Collect data
• Analyze data 
• Interpret your findings
• Identify opportunities and challenges
• Make informed business decisions
• Monitor and adapt

Now that you have gained insights into the various market research methods at your disposal, let’s delve into the practical aspects of how to conduct market research effectively. Here’s a quick step-by-step overview, from defining objectives to monitoring market shifts.

1. Set clear objectives

When you set clear and specific goals, you’re essentially creating a compass to guide your research questions and methodology. Start by precisely defining what you want to achieve. Are you launching a new product and want to understand its viability in the market? Are you evaluating customer satisfaction with a product redesign? 

Start by creating SMART goals — objectives that are specific, measurable, achievable, relevant and time-bound. Not only will this clarify your research focus from the outset, but it will also help you track progress and benchmark your success throughout the process. 

You should also consult with key stakeholders and team members to ensure alignment on your research objectives before diving into data collecting. This will help you gain diverse perspectives and insights that will shape your research approach.

2. Identify your target audience

Next, you’ll need to pinpoint your target audience to determine who should be included in your research. Begin by creating detailed buyer personas or stakeholder profiles. Consider demographic factors like age, gender, income and location, but also delve into psychographics, such as interests, values and pain points.

The more specific your target audience, the more accurate and actionable your research will be. Additionally, segment your audience if your research objectives involve studying different groups, such as current customers and potential leads.

If you already have existing customers, you can also hold conversations with them to better understand your target market. From there, you can refine your buyer personas and tailor your research methods accordingly.

3. Choose your research methods

Selecting the right research methods is crucial for gathering high-quality data. Start by considering the nature of your research objectives. If you’re exploring consumer preferences, surveys and interviews can provide valuable insights. For in-depth understanding, focus groups or observational research might be suitable. Consider using a mix of quantitative and qualitative methods to gain a well-rounded perspective. 

You’ll also need to consider your budget. Think about what you can realistically achieve using the time and resources available to you. If you have a fairly generous budget, you may want to try a mix of primary and secondary research approaches. If you’re doing market research for a startup , on the other hand, chances are your budget is somewhat limited. If that’s the case, try addressing your goals with secondary research tools before investing time and effort in a primary research study. 

4. Use the right market research tools

Whether you’re conducting primary or secondary research, you’ll need to choose the right tools. These can help you do anything from sending surveys to customers to monitoring trends and analyzing data. Here are some examples of popular market research tools:

• Market research software: Crunchbase is a platform that provides best-in-class company data, making it valuable for market research on growing companies and industries. You can use Crunchbase to access trusted, first-party funding data, revenue data, news and firmographics, enabling you to monitor industry trends and understand customer needs.

• Survey and questionnaire tools: SurveyMonkey is a widely used online survey platform that allows you to create, distribute and analyze surveys. Google Forms is a free tool that lets you create surveys and collect responses through Google Drive.
• Data analysis software: Microsoft Excel and Google Sheets are useful for conducting statistical analyses. SPSS is a powerful statistical analysis software used for data processing, analysis and reporting.
• Social listening tools: Brandwatch is a social listening and analytics platform that helps you monitor social media conversations, track sentiment and analyze trends. Mention is a media monitoring tool that allows you to track mentions of your brand, competitors and keywords across various online sources.
• Data visualization platforms: Tableau is a data visualization tool that helps you create interactive and shareable dashboards and reports. Power BI by Microsoft is a business analytics tool for creating interactive visualizations and reports.

5. Collect data

There’s an infinite amount of data you could be collecting using these tools, so you’ll need to be intentional about going after the data that aligns with your research goals. Implement your chosen research methods, whether it’s distributing surveys, conducting interviews or pulling from secondary research platforms. Pay close attention to data quality and accuracy, and stick to a standardized process to streamline data capture and reduce errors. 

6. Analyze data

Once data is collected, you’ll need to analyze it systematically. Use statistical software or analysis tools to identify patterns, trends and correlations. For qualitative data, employ thematic analysis to extract common themes and insights. Visualize your findings with charts, graphs and tables to make complex data more understandable.

If you’re not proficient in data analysis, consider outsourcing or collaborating with a data analyst who can assist in processing and interpreting your data accurately.

7. Interpret your findings

Interpreting your market research findings involves understanding what the data means in the context of your objectives. Are there significant trends that uncover the answers to your initial research questions? Consider the implications of your findings on your business strategy. It’s essential to move beyond raw data and extract actionable insights that inform decision-making.

Hold a cross-functional meeting or workshop with relevant team members to collectively interpret the findings. Different perspectives can lead to more comprehensive insights and innovative solutions.

8. Identify opportunities and challenges

Use your research findings to identify potential growth opportunities and challenges within your market. What segments of your audience are underserved or overlooked? Are there emerging trends you can capitalize on? Conversely, what obstacles or competitors could hinder your progress?

Lay out this information in a clear and organized way by conducting a SWOT analysis, which stands for strengths, weaknesses, opportunities and threats. Jot down notes for each of these areas to provide a structured overview of gaps and hurdles in the market.

9. Make informed business decisions

Market research is only valuable if it leads to informed decisions for your company. Based on your insights, devise actionable strategies and initiatives that align with your research objectives. Whether it’s refining your product, targeting new customer segments or adjusting pricing, ensure your decisions are rooted in the data.

At this point, it’s also crucial to keep your team aligned and accountable. Create an action plan that outlines specific steps, responsibilities and timelines for implementing the recommendations derived from your research. 

10. Monitor and adapt

Market research isn’t a one-time activity; it’s an ongoing process. Continuously monitor market conditions, customer behaviors and industry trends. Set up mechanisms to collect real-time data and feedback. As you gather new information, be prepared to adapt your strategies and tactics accordingly. Regularly revisiting your research ensures your business remains agile and reflects changing market dynamics and consumer preferences.

Online market research sources

As you go through the steps above, you’ll want to turn to trusted, reputable sources to gather your data. Here’s a list to get you started:

• Crunchbase: As mentioned above, Crunchbase is an online platform with an extensive dataset, allowing you to access in-depth insights on market trends, consumer behavior and competitive analysis. You can also customize your search options to tailor your research to specific industries, geographic regions or customer personas.

• Academic databases: Academic databases, such as ProQuest and JSTOR , are treasure troves of scholarly research papers, studies and academic journals. They offer in-depth analyses of various subjects, including market trends, consumer preferences and industry-specific insights. Researchers can access a wealth of peer-reviewed publications to gain a deeper understanding of their research topics.
• Government and NGO databases: Government agencies, nongovernmental organizations and other institutions frequently maintain databases containing valuable economic, demographic and industry-related data. These sources offer credible statistics and reports on a wide range of topics, making them essential for market researchers. Examples include the U.S. Census Bureau , the Bureau of Labor Statistics and the Pew Research Center .
• Industry reports: Industry reports and market studies are comprehensive documents prepared by research firms, industry associations and consulting companies. They provide in-depth insights into specific markets, including market size, trends, competitive analysis and consumer behavior. You can find this information by looking at relevant industry association databases; examples include the American Marketing Association and the National Retail Federation .
• Social media and online communities: Social media platforms like LinkedIn or Twitter (X) , forums such as Reddit and Quora , and review platforms such as G2 can provide real-time insights into consumer sentiment, opinions and trends. 

Market research examples

At this point, you have market research tools and data sources — but how do you act on the data you gather? Let’s go over some real-world examples that illustrate the practical application of market research across various industries. These examples showcase how market research can lead to smart decision-making and successful business decisions.

Example 1: Apple’s iPhone launch

Apple ’s iconic iPhone launch in 2007 serves as a prime example of market research driving product innovation in tech. Before the iPhone’s release, Apple conducted extensive market research to understand consumer preferences, pain points and unmet needs in the mobile phone industry. This research led to the development of a touchscreen smartphone with a user-friendly interface, addressing consumer demands for a more intuitive and versatile device. The result was a revolutionary product that disrupted the market and redefined the smartphone industry.

Example 2: McDonald’s global expansion

McDonald’s successful global expansion strategy demonstrates the importance of market research when expanding into new territories. Before entering a new market, McDonald’s conducts thorough research to understand local tastes, preferences and cultural nuances. This research informs menu customization, marketing strategies and store design. For instance, in India, McDonald’s offers a menu tailored to local preferences, including vegetarian options. This market-specific approach has enabled McDonald’s to adapt and thrive in diverse global markets.

Example 3: Organic and sustainable farming

The shift toward organic and sustainable farming practices in the food industry is driven by market research that indicates increased consumer demand for healthier and environmentally friendly food options. As a result, food producers and retailers invest in sustainable sourcing and organic product lines — such as with these sustainable seafood startups — to align with this shift in consumer values. 

The bottom line? Market research has multiple use cases and is a critical practice for any industry. Whether it’s launching groundbreaking products, entering new markets or responding to changing consumer preferences, you can use market research to shape successful strategies and outcomes.

Market research templates

You finally have a strong understanding of how to do market research and apply it in the real world. Before we wrap up, here are some market research templates that you can use as a starting point for your projects:

• Smartsheet competitive analysis templates : These spreadsheets can serve as a framework for gathering information about the competitive landscape and obtaining valuable lessons to apply to your business strategy.
• SurveyMonkey product survey template : Customize the questions on this survey based on what you want to learn from your target customers.
• HubSpot templates : HubSpot offers a wide range of free templates you can use for market research, business planning and more.
• SCORE templates : SCORE is a nonprofit organization that provides templates for business plans, market analysis and financial projections.
• SBA.gov : The U.S. Small Business Administration offers templates for every aspect of your business, including market research, and is particularly valuable for new startups. 

Strengthen your business with market research

When conducted effectively, market research is like a guiding star. Equipped with the right tools and techniques, you can uncover valuable insights, stay competitive, foster innovation and navigate the complexities of your industry.

Throughout this guide, we’ve discussed the definition of market research, different research methods, and how to conduct it effectively. We’ve also explored various types of market research and shared practical insights and templates for getting started. 

Now, it’s time to start the research process. Trust in data, listen to the market and make informed decisions that guide your company toward lasting success.

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• → Market research: What it is, how to u...

Market research: What it is, how to use it, + examples

Market research allows you to categorize your target audience to better understand your consumers. Learn more about how to do market research here.

Latest posts on Tips

Typeform    |    05.2024

So, you’ve got the next billion-dollar idea that’ll blow the top off your profit margins. You just know you’re onto a winner! Time to throw a huge budget (or your life savings) at this idea, right? 

Not so fast! You're not likely to get very far in the marketplace if you only rely on your gut instincts.

How can you know if your idea even has a chance of surviving in the cutthroat marketplace? 

The answer: market research. A realistic prediction, based on data , of your chances of success. Basically, it’s a way to find out the market viability of your idea.

If you’re new to market research, don’t be intimidated. This guide will take you from basic concepts through to advanced techniques. Plus, our in-house experts will walk you through real-life examples of how we do it here at Typeform.

What is market research and why does it matter?

Market research is the process of collecting information about your target market and customers so you can:

Learn who your customers are

Find out what they want and/or need

Gauge potential market size

Discover trends in your industry

Get wise about what your competitors are up to

Determine how you can stand out

This way, you’ll better understand how to serve your customers, prioritize, and get higher returns on your own marketing and product development efforts. Market research is an essential part of any business’s strategy, whatever the size of your company.

There are many ways to approach market research, and at Typeform, we’ve developed our own spin on it, thanks to continuous testing and the insights we get from being a market research tool ourselves ( forms and surveys).

Uncertainty is an inevitable part of business—however, it’s still possible to reduce some of the uncertainty.

This is where market research is your best ally. Nothing is guaranteed, but making an informed decision based on comprehensive research beats a stab in the dark. Market research helps reduce the thickness of that fog to see what your options are and which direction you might want to take.

Convinced you shouldn’t be sleeping on market research? Great—let’s dive deeper.

Types of market research

Finding what works best for you is a must for useful and actionable market research. We don’t believe in a cut-and-paste approach for all businesses and markets, nor in one definitive “right” way to do things. However, there are some basic principles that apply across the board. Here are a few types of market research.

Secondary and primary research 

Secondary market research delves into information that you don’t create yourself. It’s data that’s already out there, which you can buy or access for free, and is great for benchmarking. 

Examples of secondary research:

Industry reports

Census data

Research paper

Articles in journals or newspapers

Primary market research involves collecting information yourself—this may be more expensive and time-consuming than secondary research, but it’s a better investment in the long run. Focus on your own target audience and gather information directly relevant to your goals. 

Examples of primary research:

Interviews (face-to-face or over the phone)

Focus groups

User testing

Quantitative and Qualitative

Ahh, the classic quantitative vs. qualitative dichotomy.

Quantitative market research gathers data that's numerical, descriptive, and structured. You can draw statistics from quantitative research. It involves more of the “what” questions and can be done at scale.

This type of market research is usually carried out through surveys and questionnaires and can be internal or external. Internal quantitative research examines your current customers, while external can help you identify new customers and see the actual distribution of the whole market. External is more likely to be objective, as your own customers already know you and will have formed opinions.

Examples of quantitative questions:

“Where do you live?”

“How much do you spend on electricity per month, on average?”

“Do you use this product?”

“How often do you go to the gym?”

“On a scale of 1–10, how satisfied are you with our service?”

Qualitative market research involves more of the “how” and “why” questions. It’s done at a much smaller scale, is less structured and more exploratory, aiming for insight rather than certainty. It helps you find out how customers feel about your product, their opinions and preferences—in other words, things that can't be quantified.

Examples of qualitative questions:

“Why did you choose product A over product B?”

“How does this image make you feel?”

“What do you feel is missing from this service?

“Describe the last time you purchased something online.”

“What are your favorite brands for dog grooming products?”

Usually, this type of market research is done through surveys with open-ended questions or interviews. A small number of interviews are conducted, which are then projected to apply to a larger population. 

Quantitative and qualitative research don’t need to be seen as opposite or distinct techniques. It can be an “and” instead of an “either-or.”

Market research for product development and marketing efforts

Market research tends to inform two main areas in a business: product development and marketing efforts. Whether it’s creating a new product or a new set of features, at Typeform, we always start from the end. 

Who’s going to use this? 

Who will buy it? 

How do I justify engineers spending time on this? 

Market research is one of the most important tools to answer these questions. Nobody wants to invest time, money, and effort into making something that no one wants or needs. Market research allows you to assess the market size, its opportunities, and your competitors. This is also where user research and market research inform one another.

Segmenting the market is one of the main activities in market research, as it gives you your target audience(s). How else will you know who is buying from you already, who to market to, and which marketing messages work best?

Competitor analysis , another cornerstone of market research, helps you craft your positioning. In simple terms: How you're different from your competitors and why should buyers pick you?

How to conduct market research

So you can probably see by now how varied market research is. The way we do our own market research here at Typeform has evolved over the years through testing and experimentation. After much trial and error, we finally landed on the approach that works best for us.

Set your goals

Before we even think about launching market research of any scale, we make sure to have a clear objective in mind. 

Are you trying to enhance a particular metric (such as customer numbers or customer satisfaction level), gauge potential market size, or something else?

Define your objective(s) first, then move on to the next step.

Define your audience 

Whatever your approach, the next thing you should always have at the front of your mind is your customer.

Still, focusing on the customer can mean different things to different people.

Focus on jobs, not personas

Brace yourself, because we’re about to say something controversial: don’t focus on buyer personas.

This flies in the face of what most other market research guides will tell you: Research your audience to create buyer personas and frame your offering around them.

Not that buyer personas aren't important—they are. And at Typeform, we definitely use them, but we also follow the “Jobs To Be Done (JTBD)” model. This is the backbone for how we conceptualize everything, from our marketing messaging to our product development. It informs how we see our customers and how we segment them.

How many people in your business speak directly to customers? The bigger your organization, the smaller this number is likely to be, and the further removed the customer becomes from the decision-making. The job creates a consistent framework for everyone to work with and remains close to the customer’s needs.

As you identify needs that intersect, you can begin to find unique differentiators for your product. 

At the end of the day, your customers don’t care about you or your product or its features. They care about the job or jobs they are trying to get done, and if you provide the best solution, they'll pay you for it. If you don’t, they'll move on to your competition faster than you can say, “job to be done.”

 So how does this all relate to market research?

Rather than framing your market research efforts on creating buyer personas and targeting them, frame them around jobs your customers are trying to get done. There'll be some natural overlap with personas, but you need not be wed to them.

Market segmentation

Market segmentation is the act of dividing a target market into groups (or segments). This lets you tailor your efforts to each segment, whether that be your marketing strategy or deciding on features for your product.

The four most common methods: 

Demographics: age, gender, ethnicity, income, industry, job

Psychographic: lifestyle, values, personality traits, interests

Geographic: country, region, city, town

Behavioral: spending habits, internet browsing habits

Depending on your situation, any of these might be useful focus points, and all of them no doubt provide valuable insight.

The benefits of segmentation include:

A better experience for customers: A better understanding of your customers can only really be a win-win. You’ll be able to tailor each part of your customer experience, from marketing message to product experience, based on their segment.

More targeted marketing: In other words, this means better use of your marketing resources. Rather than casting the net wide and crossing your fingers that you haven’t just thrown a lot of time and money away, your segments let you focus your efforts where they’re likely to have the most return.

Improved product development: Knowing the real demands of your target audience will allow for product development that they'll actually appreciate (read: pay for).

Developing a market research strategy

Now that you’re convinced of the importance of market research and how it can help your business, you’re probably pumped to get started. Having even a basic plan can be the difference between a piece of research that has a real and lasting impact on your business and gathering some interesting insights that are forgotten in two weeks. 

Always start with the question: Why? What’s the purpose of the research? 

Your objective shouldn’t be “to do some research,” nor should you select a method first, whether that be a JTBD-based questionnaire, customer interviews, etc. 

Make sure you’re always starting with a question you want to answer and adapt the method to the question.

Examples of questions to think about:

“How can we increase conversions?”

“Why are people churning after two months?”

“What is the appetite for this product?”

“Which product features are most useful to our customers?”

“In which region(s) should we focus our next marketing campaign?"

Let this always be front and center as you go about planning and executing your research.

Market research tips 

Do preliminary research: Have a basic understanding of the industry and the landscape you’ll be investigating. It doesn't have to be extremely in-depth, but it’s important to have a foundation. This ensures you ask the right questions, know what to assess, and can get a more accurate vision of the market.

Align with potential stakeholders: There may be others in your organization who could benefit from the data you're about to gather. It may be worthwhile checking around to see how you could maximize your research efforts. Even just one extra question on your survey might provide essential data for someone else.

Use the right tools for your market research purposes: Make sure that whichever tools you use are fit for purpose. As technology develops, market research automation becomes more important. Using the right tools won't only save you lots of time and energy; it's also essential for correct and high-quality data.

Market research questions

The questions you ask depend on your objectives. You should write market research questions that are purposeful and will help strengthen your relationship with your customers.

You should also consider running a test first, depending on the scale of your research. Sending your survey to a smaller population and analyzing the first few responses will let you check that you’re getting useful responses that are answering your research questions.

Sometimes, until we start getting results, we’re unaware that a question is ineffective. This may be because the question uses terminology not understood by the target audience. 

For example, you may ask, “What SaaS tools do you currently use?” If you get responses like “iPhone 11” and “desktop computer,” then you know you need to adapt your questions better to your audience! 

Here at Typeform, we sometimes send out test emails to smaller populations (around 10% of the target audience) for this purpose and adjust our surveys if necessary.

How many responses to collect for market research

400 is the magic number.

Well, no, in fact, there is no magic number, sorry.

Generally speaking, 400 is the standard recommended sample size—this just means the number of people who responded to your market research survey. 

But this number can vary greatly depending on your total population (i.e., all the people that this research will apply to) and the way you segment them. 

But there’s a mathematical explanation for the popularity of 400: With 400 responses, your margin of error is 5%. 

For example, say you got 400 customer responses to your market research survey. 80% of your respondents answered “yes” to the question, “Would you buy from us again?” That means there’s a 95% chance that in your total population of customers, around 80% would buy from you again.

Don’t forget that to reach your target sample size, you'll need to reach out to many more people! If sending out surveys by email, open rates tend to hover around 15-25% . The percentage of people who then go on to complete a survey will be even lower. 

To increase your chances of survey opens and completions, offering an incentive is never a bad idea. Prize draws or discounts on your product have worked well for us. And, of course, the experience of answering a market research survey is paramount for completions—make sure your form is user-friendly with a smooth and beautiful interface. 

Try to aim for a sample that'll be a good approximation of your overall population. There’s a risk of bias , depending on the channel through which your research survey is shared. For example, if you share it on social media, you might get a younger average age of respondents, which may not be accurately representative of your total population of customers.

Sample market research template

Below is a sample market research template for planning a piece of primary market data.

A brief summary of why this research was started:

What led to this research being done/requested? 

What needs to be validated or explored?

What's been done prior to this research? E.g., competitive analysis, brainstorming, previous research

What insights will this research generate? 

How will these insights be used?

Business/product objectives

We can't emphasize enough the importance of having a clear goal in mind. What metric(s) are you trying to enhance? E.g., more conversions, less churn. This helps people understand the bigger picture of this research.

State what decisions are going to be made or impacted based on the research. As a general rule, if you’re not prepared to make changes, don’t run the research.

Research objectives 

State the high-level objectives for this research. Try to keep it specific, actionable, and two to three points max. 

Research questions 

Provide a list of market research questions you plan to answer during this research (these questions are not the interview questions). 

Participant criteria 

List the primary characteristics of the people you'll recruit for the research, like:

Job(s) to be done

Also decide on the minimum and maximum number of participants you'll need for your study.

Taking action on market research insights

Remember, data isn't reality—however, market research can give you a pretty decent view of reality.

Data can also be unpredictable. Missing a small detail can skew ‌results significantly, so try to be as methodical and meticulous as you can.

Put our market research survey template to the test with customizable questions and design. Take your questionnaire to the next level with over 1 million photos, videos, and icons, or upload your own. Build your ultimate market research survey today with the help of Typeform.

Useful tools for market research

Demographic survey questionnaire template

User persona survey template

Competitor research tool for the SaaS industry

Margin of error calculator for sample size

Google Sheets

About the author

We're Typeform - a team on a mission to transform data collection by bringing you refreshingly different forms.

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Market research is a cornerstone of all successful, strategic businesses. It can also be daunting for entrepreneurs looking to launch a startup or start a side hustle . What is market research, anyway? And how do you…do it?

We’ll walk you through absolutely everything you need to know about the market research process so that by the end of this guide, you’ll be an expert in market research too. And what’s more important: you’ll have actionable steps you can take to start collecting your own market research.

What Is Market Research?

Market research is the organized process of gathering information about your target customers and market. Market research can help you better understand customer behavior and competitor strengths and weaknesses, as well as provide insight for the best strategies in launching new businesses and products. There are different ways to approach market research, including primary and secondary research and qualitative and quantitative research. The strongest approaches will include a combination of all four.

“Virtually every business can benefit from conducting some market research,” says Niles Koenigsberg of Real FiG Advertising + Marketing . “Market research can help you piece together your [business’s] strengths and weaknesses, along with your prospective opportunities, so that you can understand where your unique differentiators may lie.” Well-honed market research will help your brand stand out from the competition and help you see what you need to do to lead the market. It can also do so much more.

The Purposes of Market Research

Why do market research? It can help you…

• Pinpoint your target market, create buyer personas, and develop a more holistic understanding of your customer base and market.
• Understand current market conditions to evaluate risks and anticipate how your product or service will perform.
• Validate a concept prior to launch.
• Identify gaps in the market that your competitors have created or overlooked.
• Solve problems that have been left unresolved by the existing product/brand offerings.
• Identify opportunities and solutions for new products or services.
• Develop killer marketing strategies .

What Are the Benefits of Market Research?

Strong market research can help your business in many ways. It can…

• Strengthen your market position.
• Help you identify your strengths and weaknesses.
• Help you identify your competitors’ strengths and weaknesses.
• Minimize risk.
• Center your customers’ experience from the get-go.
• Help you create a dynamic strategy based on market conditions and customer needs/demands.

What Are the Basic Methods of Market Research?

The basic methods of market research include surveys, personal interviews, customer observation, and the review of secondary research. In addition to these basic methods, a forward-thinking market research approach incorporates data from the digital landscape like social media analysis, SEO research, gathering feedback via forums, and more. Throughout this guide, we will cover each of the methods commonly used in market research to give you a comprehensive overview.

Primary vs. Secondary Market Research

Primary and secondary are the two main types of market research you can do. The latter relies on research conducted by others. Primary research, on the other hand, refers to the fact-finding efforts you conduct on your own.

This approach is limited, however. It’s likely that the research objectives of these secondary data points differ from your own, and it can be difficult to confirm the veracity of their findings.

Primary Market Research

Primary research is more labor intensive, but it generally yields data that is exponentially more actionable. It can be conducted through interviews, surveys, online research, and your own data collection. Every new business should engage in primary market research prior to launch. It will help you validate that your idea has traction, and it will give you the information you need to help minimize financial risk.

You can hire an agency to conduct this research on your behalf. This brings the benefit of expertise, as you’ll likely work with a market research analyst. The downside is that hiring an agency can be expensive—too expensive for many burgeoning entrepreneurs. That brings us to the second approach. You can also do the market research yourself, which substantially reduces the financial burden of starting a new business .

Secondary Market Research

Secondary research includes resources like government databases and industry-specific data and publications. It can be beneficial to start your market research with secondary sources because it’s widely available and often free-to-access. This information will help you gain a broad overview of the market conditions for your new business.

Identify Your Goals and Your Audience

Before you begin conducting interviews or sending out surveys, you need to set your market research goals. At the end of your market research process, you want to have a clear idea of who your target market is—including demographic information like age, gender, and where they live—but you also want to start with a rough idea of who your audience might be and what you’re trying to achieve with market research.

You can pinpoint your objectives by asking yourself a series of guiding questions:

• What are you hoping to discover through your research?
• Who are you hoping to serve better because of your findings?
• What do you think your market is?
• Who are your competitors?
• Are you testing the reception of a new product category or do you want to see if your product or service solves the problem left by a current gap in the market?
• Are you just…testing the waters to get a sense of how people would react to a new brand?

Once you’ve narrowed down the “what” of your market research goals, you’re ready to move onto how you can best achieve them. Think of it like algebra. Many math problems start with “solve for x.” Once you know what you’re looking for, you can get to work trying to find it. It’s a heck of a lot easier to solve a problem when you know you’re looking for “x” than if you were to say “I’m gonna throw some numbers out there and see if I find a variable.”

How to Do Market Research

This guide outlines every component of a comprehensive market research effort. Take into consideration the goals you have established for your market research, as they will influence which of these elements you’ll want to include in your market research strategy.

Secondary Data

Secondary data allows you to utilize pre-existing data to garner a sense of market conditions and opportunities. You can rely on published market studies, white papers, and public competitive information to start your market research journey.

Secondary data, while useful, is limited and cannot substitute your own primary data. It’s best used for quantitative data that can provide background to your more specific inquiries.

Find Your Customers Online

Once you’ve identified your target market, you can use online gathering spaces and forums to gain insights and give yourself a competitive advantage. Rebecca McCusker of The Creative Content Shop recommends internet recon as a vital tool for gaining a sense of customer needs and sentiment. “Read their posts and comments on forums, YouTube video comments, Facebook group [comments], and even Amazon/Goodreads book comments to get in their heads and see what people are saying.”

If you’re interested in engaging with your target demographic online, there are some general rules you should follow. First, secure the consent of any group moderators to ensure that you are acting within the group guidelines. Failure to do so could result in your eviction from the group.

Not all comments have the same research value. “Focus on the comments and posts with the most comments and highest engagement,” says McCusker. These high-engagement posts can give you a sense of what is already connecting and gaining traction within the group.

Social media can also be a great avenue for finding interview subjects. “LinkedIn is very useful if your [target customer] has a very specific job or works in a very specific industry or sector. It’s amazing the amount of people that will be willing to help,” explains Miguel González, a marketing executive at Dealers League . “My advice here is BE BRAVE, go to LinkedIn, or even to people you know and ask them, do quick interviews and ask real people that belong to that market and segment and get your buyer persona information first hand.”

Market research interviews can provide direct feedback on your brand, product, or service and give you a better understanding of consumer pain points and interests.

When organizing your market research interviews, you want to pay special attention to the sample group you’re selecting, as it will directly impact the information you receive. According to Tanya Zhang, the co-founder of Nimble Made , you want to first determine whether you want to choose a representative sample—for example, interviewing people who match each of the buyer persona/customer profiles you’ve developed—or a random sample.

“A sampling of your usual persona styles, for example, can validate details that you’ve already established about your product, while a random sampling may [help you] discover a new way people may use your product,” Zhang says.

Market Surveys

Market surveys solicit customer inclinations regarding your potential product or service through a series of open-ended questions. This direct outreach to your target audience can provide information on your customers’ preferences, attitudes, buying potential, and more.

Every expert we asked voiced unanimous support for market surveys as a powerful tool for market research. With the advent of various survey tools with accessible pricing—or free use—it’s never been easier to assemble, disseminate, and gather market surveys. While it should also be noted that surveys shouldn’t replace customer interviews , they can be used to supplement customer interviews to give you feedback from a broader audience.

Who to Include in Market Surveys

• Current customers
• Past customers
• Your existing audience (such as social media/newsletter audiences)

Example Questions to Include in Market Surveys

While the exact questions will vary for each business, here are some common, helpful questions that you may want to consider for your market survey. Demographic Questions: the questions that help you understand, demographically, who your target customers are:

• “What is your age?”
• “Where do you live?”
• “What is your gender identity?”
• “What is your household income?”
• “What is your household size?”
• “What do you do for a living?”
• “What is your highest level of education?”

Product-Based Questions: Whether you’re seeking feedback for an existing brand or an entirely new one, these questions will help you get a sense of how people feel about your business, product, or service:

• “How well does/would our product/service meet your needs?”
• “How does our product/service compare to similar products/services that you use?”
• “How long have you been a customer?” or “What is the likelihood that you would be a customer of our brand?

Personal/Informative Questions: the deeper questions that help you understand how your audience thinks and what they care about.

• “What are your biggest challenges?”
• “What’s most important to you?”
• “What do you do for fun (hobbies, interests, activities)?”
• “Where do you seek new information when researching a new product?”
• “How do you like to make purchases?”
• “What is your preferred method for interacting with a brand?”

Survey Tools

Online survey tools make it easy to distribute surveys and collect responses. The best part is that there are many free tools available. If you’re making your own online survey, you may want to consider SurveyMonkey, Typeform, Google Forms, or Zoho Survey.

Competitive Analysis

A competitive analysis is a breakdown of how your business stacks up against the competition. There are many different ways to conduct this analysis. One of the most popular methods is a SWOT analysis, which stands for “strengths, weaknesses, opportunities, and threats.” This type of analysis is helpful because it gives you a more robust understanding of why a customer might choose a competitor over your business. Seeing how you stack up against the competition can give you the direction you need to carve out your place as a market leader.

Social Media Analysis

Social media has fundamentally changed the market research landscape, making it easier than ever to engage with a wide swath of consumers. Follow your current or potential competitors on social media to see what they’re posting and how their audience is engaging with it. Social media can also give you a lower cost opportunity for testing different messaging and brand positioning.

SEO Analysis and Opportunities

SEO analysis can help you identify the digital competition for getting the word out about your brand, product, or service. You won’t want to overlook this valuable information. Search listening tools offer a novel approach to understanding the market and generating the content strategy that will drive business. Tools like Google Trends and Awario can streamline this process.

Ready to Kick Your Business Into High Gear?

Now that you’ve completed the guide to market research you know you’re ready to put on your researcher hat to give your business the best start. Still not sure how actually… launch the thing? Our free mini-course can run you through the essentials for starting your side hustle .

About Mary Kate Miller

Mary Kate Miller writes about small business, real estate, and finance. In addition to writing for Foundr, her work has been published by The Washington Post, Teen Vogue, Bustle, and more. She lives in Chicago.

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What Is Market Research?

• How It Works
• Primary vs. Secondary
• How to Conduct Research

The Bottom Line

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How to Do Market Research, Types, and Example

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Market research examines consumer behavior and trends in the economy to help a business develop and fine-tune its business idea and strategy. It helps a business understand its target market by gathering and analyzing data.

Market research is the process of evaluating the viability of a new service or product through research conducted directly with potential customers. It allows a company to define its target market and get opinions and other feedback from consumers about their interest in a product or service.

Research may be conducted in-house or by a third party that specializes in market research. It can be done through surveys and focus groups, among other ways. Test subjects are usually compensated with product samples or a small stipend for their time.

Key Takeaways

• Companies conduct market research before introducing new products to determine their appeal to potential customers.
• Tools include focus groups, telephone interviews, and questionnaires.
• The results of market research inform the final design of the product and determine how it will be positioned in the marketplace.
• Market research usually combines primary information, gathered directly from consumers, and secondary information, which is data available from external sources.

Market Research

How market research works.

Market research is used to determine the viability of a new product or service. The results may be used to revise the product design and fine-tune the strategy for introducing it to the public. This can include information gathered for the purpose of determining market segmentation . It also informs product differentiation , which is used to tailor advertising.

A business engages in various tasks to complete the market research process. It gathers information based on the market sector being targeted by the product. This information is then analyzed and relevant data points are interpreted to draw conclusions about how the product may be optimally designed and marketed to the market segment for which it is intended.

It is a critical component in the research and development (R&D) phase of a new product or service introduction. Market research can be conducted in many different ways, including surveys, product testing, interviews, and focus groups.

Market research is a critical tool that companies use to understand what consumers want, develop products that those consumers will use, and maintain a competitive advantage over other companies in their industry.

Primary Market Research vs. Secondary Market Research

Market research usually consists of a combination of:

• Primary research, gathered by the company or by an outside company that it hires
• Secondary research, which draws on external sources of data

Primary Market Research

Primary research generally falls into two categories: exploratory and specific research.

• Exploratory research is less structured and functions via open-ended questions. The questions may be posed in a focus group setting, telephone interviews, or questionnaires. It results in questions or issues that the company needs to address about a product that it has under development.
• Specific research delves more deeply into the problems or issues identified in exploratory research.

Secondary Market Research

All market research is informed by the findings of other researchers about the needs and wants of consumers. Today, much of this research can be found online.

Secondary research can include population information from government census data , trade association research reports , polling results, and research from other businesses operating in the same market sector.

History of Market Research

Formal market research began in Germany during the 1920s. In the United States, it soon took off with the advent of the Golden Age of Radio.

Companies that created advertisements for this new entertainment medium began to look at the demographics of the audiences who listened to each of the radio plays, music programs, and comedy skits that were presented.

They had once tried to reach the widest possible audience by placing their messages on billboards or in the most popular magazines. With radio programming, they had the chance to target rural or urban consumers, teenagers or families, and judge the results by the sales numbers that followed.

Types of Market Research

Face-to-face interviews.

From their earliest days, market research companies would interview people on the street about the newspapers and magazines that they read regularly and ask whether they recalled any of the ads or brands that were published in them. Data collected from these interviews were compared to the circulation of the publication to determine the effectiveness of those ads.

Market research and surveys were adapted from these early techniques.

To get a strong understanding of your market, it’s essential to understand demand, market size, economic indicators, location, market saturation, and pricing.

Focus Groups

A focus group is a small number of representative consumers chosen to try a product or watch an advertisement.

Afterward, the group is asked for feedback on their perceptions of the product, the company’s brand, or competing products. The company then takes that information and makes decisions about what to do with the product or service, whether that's releasing it, making changes, or abandoning it altogether.

Phone Research

The man-on-the-street interview technique soon gave way to the telephone interview. A telephone interviewer could collect information in a more efficient and cost-effective fashion.

Telephone research was a preferred tactic of market researchers for many years. It has become much more difficult in recent years as landline phone service dwindles and is replaced by less accessible mobile phones.

Survey Research

As an alternative to focus groups, surveys represent a cost-effective way to determine consumer attitudes without having to interview anyone in person. Consumers are sent surveys in the mail, usually with a coupon or voucher to incentivize participation. These surveys help determine how consumers feel about the product, brand, and price point.

Online Market Research

With people spending more time online, market research activities have shifted online as well. Data collection still uses a survey-style form. But instead of companies actively seeking participants by finding them on the street or cold calling them on the phone, people can choose to sign up, take surveys, and offer opinions when they have time.

This makes the process far less intrusive and less rushed, since people can participate on their own time and of their own volition.

How to Conduct Market Research

The first step to effective market research is to determine the goals of the study. Each study should seek to answer a clear, well-defined problem. For example, a company might seek to identify consumer preferences, brand recognition, or the comparative effectiveness of different types of ad campaigns.

After that, the next step is to determine who will be included in the research. Market research is an expensive process, and a company cannot waste resources collecting unnecessary data. The firm should decide in advance which types of consumers will be included in the research, and how the data will be collected. They should also account for the probability of statistical errors or sampling bias .

The next step is to collect the data and analyze the results. If the two previous steps have been completed accurately, this should be straightforward. The researchers will collect the results of their study, keeping track of the ages, gender, and other relevant data of each respondent. This is then analyzed in a marketing report that explains the results of their research.

The last step is for company executives to use their market research to make business decisions. Depending on the results of their research, they may choose to target a different group of consumers, or they may change their price point or some product features.

The results of these changes may eventually be measured in further market research, and the process will begin all over again.

Benefits of Market Research

Market research is essential for developing brand loyalty and customer satisfaction. Since it is unlikely for a product to appeal equally to every consumer, a strong market research program can help identify the key demographics and market segments that are most likely to use a given product.

Market research is also important for developing a company’s advertising efforts. For example, if a company’s market research determines that its consumers are more likely to use Facebook than X (formerly Twitter), it can then target its advertisements to one platform instead of another. Or, if they determine that their target market is value-sensitive rather than price-sensitive, they can work on improving the product rather than reducing their prices.

Market research only works when subjects are honest and open to participating.

Example of Market Research

Many companies use market research to test new products or get information from consumers about what kinds of products or services they need and don’t currently have.

For example, a company that’s considering starting a business might conduct market research to test the viability of its product or service. If the market research confirms consumer interest, the business can proceed confidently with its business plan . If not, the company can use the results of the market research to make adjustments to the product to bring it in line with customer desires.

What Are the Main Types of Market Research?

The main types of market research are primary research and secondary research. Primary research includes focus groups, polls, and surveys. Secondary research includes academic articles, infographics, and white papers.

Qualitative research gives insights into how customers feel and think. Quantitative research uses data and statistics such as website views, social media engagement, and subscriber numbers.

What Is Online Market Research?

Online market research uses the same strategies and techniques as traditional primary and secondary market research, but it is conducted on the Internet. Potential customers may be asked to participate in a survey or give feedback on a product. The responses may help the researchers create a profile of the likely customer for a new product.

What Are Paid Market Research Surveys?

Paid market research involves rewarding individuals who agree to participate in a study. They may be offered a small payment for their time or a discount coupon in return for filling out a questionnaire or participating in a focus group.

What Is a Market Study?

A market study is an analysis of consumer demand for a product or service. It looks at all of the factors that influence demand for a product or service. These include the product’s price, location, competition, and substitutes as well as general economic factors that could influence the new product’s adoption, for better or worse.

Market research is a key component of a company’s research and development (R&D) stage. It helps companies understand in advance the viability of a new product that they have in development and to see how it might perform in the real world.

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How to do market research in 4 steps: a lean approach to marketing research

From pinpointing your target audience and assessing your competitive advantage, to ongoing product development and customer satisfaction efforts, market research is a practice your business can only benefit from.

Learn how to conduct quick and effective market research using a lean approach in this article full of strategies and practical examples. 

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A comprehensive (and successful) business strategy is not complete without some form of market research—you can’t make informed and profitable business decisions without truly understanding your customer base and the current market trends that drive your business.

In this article, you’ll learn how to conduct quick, effective market research  using an approach called 'lean market research'. It’s easier than you might think, and it can be done at any stage in a product’s lifecycle.

How to conduct lean market research in 4 steps

What is market research, why is market research so valuable, advantages of lean market research, 4 common market research methods, 5 common market research questions, market research faqs.

We’ll jump right into our 4-step approach to lean market research. To show you how it’s done in the real world, each step includes a practical example from Smallpdf , a Swiss company that used lean market research to reduce their tool’s error rate by 75% and boost their Net Promoter Score® (NPS) by 1%.

Research your market the lean way...

From on-page surveys to user interviews, Hotjar has the tools to help you scope out your market and get to know your customers—without breaking the bank.

The following four steps and practical examples will give you a solid market research plan for understanding who your users are and what they want from a company like yours.

1. Create simple user personas

A user persona is a semi-fictional character based on psychographic and demographic data from people who use websites and products similar to your own. Start by defining broad user categories, then elaborate on them later to further segment your customer base and determine your ideal customer profile .

How to get the data: use on-page or emailed surveys and interviews to understand your users and what drives them to your business.

How to do it right: whatever survey or interview questions you ask, they should answer the following questions about the customer:

Who are they?

What is their main goal?

What is their main barrier to achieving this goal?

Pitfalls to avoid:

Don’t ask too many questions! Keep it to five or less, otherwise you’ll inundate them and they’ll stop answering thoughtfully.

Don’t worry too much about typical demographic questions like age or background. Instead, focus on the role these people play (as it relates to your product) and their goals.

How Smallpdf did it: Smallpdf ran an on-page survey for a couple of weeks and received 1,000 replies. They learned that many of their users were administrative assistants, students, and teachers.

Next, they used the survey results to create simple user personas like this one for admins:

Who are they? Administrative Assistants.

What is their main goal? Creating Word documents from a scanned, hard-copy document or a PDF where the source file was lost.

What is their main barrier to achieving it? Converting a scanned PDF doc to a Word file.

💡Pro tip: Smallpdf used Hotjar Surveys to run their user persona survey. Our survey tool helped them avoid the pitfalls of guesswork and find out who their users really are, in their own words. 

You can design a survey and start running it in minutes with our easy-to-use drag and drop builder. Customize your survey to fit your needs, from a sleek one-question pop-up survey to a fully branded questionnaire sent via email. 

We've also created 40+ free survey templates that you can start collecting data with, including a user persona survey like the one Smallpdf used.

2. Conduct observational research

Observational research involves taking notes while watching someone use your product (or a similar product).

Overt vs. covert observation

Overt observation involves asking customers if they’ll let you watch them use your product. This method is often used for user testing and it provides a great opportunity for collecting live product or customer feedback .

Covert observation means studying users ‘in the wild’ without them knowing. This method works well if you sell a type of product that people use regularly, and it offers the purest observational data because people often behave differently when they know they’re being watched. 

Tips to do it right:

Record an entry in your field notes, along with a timestamp, each time an action or event occurs.

Make note of the users' workflow, capturing the ‘what,’ ‘why,’ and ‘for whom’ of each action.

Don’t record identifiable video or audio data without consent. If recording people using your product is helpful for achieving your research goal, make sure all participants are informed and agree to the terms.

Don’t forget to explain why you’d like to observe them (for overt observation). People are more likely to cooperate if you tell them you want to improve the product.

💡Pro tip: while conducting field research out in the wild can wield rewarding results, you can also conduct observational research remotely. Hotjar Recordings is a tool that lets you capture anonymized user sessions of real people interacting with your website. 

Observe how customers navigate your pages and products to gain an inside look into their user behavior . This method is great for conducting exploratory research with the purpose of identifying more specific issues to investigate further, like pain points along the customer journey and opportunities for optimizing conversion .

With Hotjar Recordings you can observe real people using your site without capturing their sensitive information

How Smallpdf did it: here’s how Smallpdf observed two different user personas both covertly and overtly.

Observing students (covert): Kristina Wagner, Principle Product Manager at Smallpdf, went to cafes and libraries at two local universities and waited until she saw students doing PDF-related activities. Then she watched and took notes from a distance. One thing that struck her was the difference between how students self-reported their activities vs. how they behaved (i.e, the self-reporting bias). Students, she found, spent hours talking, listening to music, or simply staring at a blank screen rather than working. When she did find students who were working, she recorded the task they were performing and the software they were using (if she recognized it).

Observing administrative assistants (overt): Kristina sent emails to admins explaining that she’d like to observe them at work, and she asked those who agreed to try to batch their PDF work for her observation day. While watching admins work, she learned that they frequently needed to scan documents into PDF-format and then convert those PDFs into Word docs. By observing the challenges admins faced, Smallpdf knew which products to target for improvement.

“Data is really good for discovery and validation, but there is a bit in the middle where you have to go and find the human.”

3. Conduct individual interviews

Interviews are one-on-one conversations with members of your target market. They allow you to dig deep and explore their concerns, which can lead to all sorts of revelations.

Listen more, talk less. Be curious.

Act like a journalist, not a salesperson. Rather than trying to talk your company up, ask people about their lives, their needs, their frustrations, and how a product like yours could help.

Ask "why?" so you can dig deeper. Get into the specifics and learn about their past behavior.

Record the conversation. Focus on the conversation and avoid relying solely on notes by recording the interview. There are plenty of services that will transcribe recorded conversations for a good price (including Hotjar!).

Avoid asking leading questions , which reveal bias on your part and pushes respondents to answer in a certain direction (e.g. “Have you taken advantage of the amazing new features we just released?).

Don't ask loaded questions , which sneak in an assumption which, if untrue, would make it impossible to answer honestly. For example, we can’t ask you, “What did you find most useful about this article?” without asking whether you found the article useful in the first place.

Be cautious when asking opinions about the future (or predictions of future behavior). Studies suggest that people aren’t very good at predicting their future behavior. This is due to several cognitive biases, from the misguided exceptionalism bias (we’re good at guessing what others will do, but we somehow think we’re different), to the optimism bias (which makes us see things with rose-colored glasses), to the ‘illusion of control’ (which makes us forget the role of randomness in future events).

How Smallpdf did it: Kristina explored her teacher user persona by speaking with university professors at a local graduate school. She learned that the school was mostly paperless and rarely used PDFs, so for the sake of time, she moved on to the admins.

A bit of a letdown? Sure. But this story highlights an important lesson: sometimes you follow a lead and come up short, so you have to make adjustments on the fly. Lean market research is about getting solid, actionable insights quickly so you can tweak things and see what works.

💡Pro tip: to save even more time, conduct remote interviews using an online user research service like Hotjar Engage , which automates the entire interview process, from recruitment and scheduling to hosting and recording.

You can interview your own customers or connect with people from our diverse pool of 200,000+ participants from 130+ countries and 25 industries. And no need to fret about taking meticulous notes—Engage will automatically transcribe the interview for you.

4. Analyze the data (without drowning in it)

The following techniques will help you wrap your head around the market data you collect without losing yourself in it. Remember, the point of lean market research is to find quick, actionable insights.

A flow model is a diagram that tracks the flow of information within a system. By creating a simple visual representation of how users interact with your product and each other, you can better assess their needs.

You’ll notice that admins are at the center of Smallpdf’s flow model, which represents the flow of PDF-related documents throughout a school. This flow model shows the challenges that admins face as they work to satisfy their own internal and external customers.

Affinity diagram

An affinity diagram is a way of sorting large amounts of data into groups to better understand the big picture. For example, if you ask your users about their profession, you’ll notice some general themes start to form, even though the individual responses differ. Depending on your needs, you could group them by profession, or more generally by industry.

We wrote a guide about how to analyze open-ended questions to help you sort through and categorize large volumes of response data. You can also do this by hand by clipping up survey responses or interview notes and grouping them (which is what Kristina does).

“For an interview, you will have somewhere between 30 and 60 notes, and those notes are usually direct phrases. And when you literally cut them up into separate pieces of paper and group them, they should make sense by themselves.”

Pro tip: if you’re conducting an online survey with Hotjar, keep your team in the loop by sharing survey responses automatically via our Slack and Microsoft Team integrations. Reading answers as they come in lets you digest the data in pieces and can help prepare you for identifying common themes when it comes time for analysis.

Hotjar lets you easily share survey responses with your team

Customer journey map

A customer journey map is a diagram that shows the way a typical prospect becomes a paying customer. It outlines their first interaction with your brand and every step in the sales cycle, from awareness to repurchase (and hopefully advocacy).

The above  customer journey map , created by our team at Hotjar, shows many ways a customer might engage with our tool. Your map will be based on your own data and business model.

📚 Read more: if you’re new to customer journey maps, we wrote this step-by-step guide to creating your first customer journey map in 2 and 1/2 days with free templates you can download and start using immediately.

Next steps: from research to results

So, how do you turn market research insights into tangible business results? Let’s look at the actions Smallpdf took after conducting their lean market research: first they implemented changes, then measured the impact.

Implement changes

Based on what Smallpdf learned about the challenges that one key user segment (admins) face when trying to convert PDFs into Word files, they improved their ‘PDF to Word’ conversion tool.

We won’t go into the details here because it involves a lot of technical jargon, but they made the entire process simpler and more straightforward for users. Plus, they made it so that their system recognized when you drop a PDF file into their ‘Word to PDF’ converter instead of the ‘PDF to Word’ converter, so users wouldn’t have to redo the task when they made that mistake. 

In other words: simple market segmentation for admins showed a business need that had to be accounted for, and customers are happier overall after Smallpdf implemented an informed change to their product.

Measure results

According to the Lean UX model, product and UX changes aren’t retained unless they achieve results.

Smallpdf’s changes produced:

A 75% reduction in error rate for the ‘PDF to Word’ converter

A 1% increase in NPS

Greater confidence in the team’s marketing efforts

"With all the changes said and done, we've cut our original error rate in four, which is huge. We increased our NPS by +1%, which isn't huge, but it means that of the users who received a file, they were still slightly happier than before, even if they didn't notice that anything special happened at all.”

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Market research (or marketing research) is any set of techniques used to gather information and better understand a company’s target market. This might include primary research on brand awareness and customer satisfaction or secondary market research on market size and competitive analysis. Businesses use this information to design better products, improve user experience, and craft a marketing strategy that attracts quality leads and improves conversion rates.

David Darmanin, one of Hotjar’s founders, launched two startups before Hotjar took off—but both companies crashed and burned. Each time, he and his team spent months trying to design an amazing new product and user experience, but they failed because they didn’t have a clear understanding of what the market demanded.

With Hotjar, they did things differently . Long story short, they conducted market research in the early stages to figure out what consumers really wanted, and the team made (and continues to make) constant improvements based on market and user research.

Without market research, it’s impossible to understand your users. Sure, you might have a general idea of who they are and what they need, but you have to dig deep if you want to win their loyalty.

Here’s why research matters:

Obsessing over your users is the only way to win. If you don’t care deeply about them, you’ll lose potential customers to someone who does.

Analytics gives you the ‘what’, while research gives you the ‘why’. Big data, user analytics , and dashboards can tell you what people do at scale, but only research can tell you what they’re thinking and why they do what they do. For example, analytics can tell you that customers leave when they reach your pricing page, but only research can explain why.

Research beats assumptions, trends, and so-called best practices. Have you ever watched your colleagues rally behind a terrible decision? Bad ideas are often the result of guesswork, emotional reasoning, death by best practices , and defaulting to the Highest Paid Person’s Opinion (HiPPO). By listening to your users and focusing on their customer experience , you’re less likely to get pulled in the wrong direction.

Research keeps you from planning in a vacuum. Your team might be amazing, but you and your colleagues simply can’t experience your product the way your customers do. Customers might use your product in a way that surprises you, and product features that seem obvious to you might confuse them. Over-planning and refusing to test your assumptions is a waste of time, money, and effort because you’ll likely need to make changes once your untested business plan gets put into practice.

Lean User Experience (UX) design is a model for continuous improvement that relies on quick, efficient research to understand customer needs and test new product features.

Lean market research can help you become more...

Efficient: it gets you closer to your customers, faster.

Cost-effective: no need to hire an expensive marketing firm to get things started.

Competitive: quick, powerful insights can place your products on the cutting edge.

As a small business or sole proprietor, conducting lean market research is an attractive option when investing in a full-blown research project might seem out of scope or budget.

There are lots of different ways you could conduct market research and collect customer data, but you don’t have to limit yourself to just one research method. Four common types of market research techniques include surveys, interviews, focus groups, and customer observation.

Which method you use may vary based on your business type: ecommerce business owners have different goals from SaaS businesses, so it’s typically prudent to mix and match these methods based on your particular goals and what you need to know.

1. Surveys: the most commonly used

Surveys are a form of qualitative research that ask respondents a short series of open- or closed-ended questions, which can be delivered as an on-screen questionnaire or via email. When we asked 2,000 Customer Experience (CX) professionals about their company’s approach to research , surveys proved to be the most commonly used market research technique.

What makes online surveys so popular?  

They’re easy and inexpensive to conduct, and you can do a lot of data collection quickly. Plus, the data is pretty straightforward to analyze, even when you have to analyze open-ended questions whose answers might initially appear difficult to categorize.

We've built a number of survey templates ready and waiting for you. Grab a template and share with your customers in just a few clicks.

💡 Pro tip: you can also get started with Hotjar AI for Surveys to create a survey in mere seconds . Just enter your market research goal and watch as the AI generates a survey and populates it with relevant questions. 

Once you’re ready for data analysis, the AI will prepare an automated research report that succinctly summarizes key findings, quotes, and suggested next steps.

An example research report generated by Hotjar AI for Surveys

2. Interviews: the most insightful

Interviews are one-on-one conversations with members of your target market. Nothing beats a face-to-face interview for diving deep (and reading non-verbal cues), but if an in-person meeting isn’t possible, video conferencing is a solid second choice.

Regardless of how you conduct it, any type of in-depth interview will produce big benefits in understanding your target customers.

What makes interviews so insightful?

By speaking directly with an ideal customer, you’ll gain greater empathy for their experience , and you can follow insightful threads that can produce plenty of 'Aha!' moments.

3. Focus groups: the most unreliable

Focus groups bring together a carefully selected group of people who fit a company’s target market. A trained moderator leads a conversation surrounding the product, user experience, or marketing message to gain deeper insights.

What makes focus groups so unreliable?

If you’re new to market research, we wouldn’t recommend starting with focus groups. Doing it right is expensive , and if you cut corners, your research could fall victim to all kinds of errors. Dominance bias (when a forceful participant influences the group) and moderator style bias (when different moderator personalities bring about different results in the same study) are two of the many ways your focus group data could get skewed.

4. Observation: the most powerful

During a customer observation session, someone from the company takes notes while they watch an ideal user engage with their product (or a similar product from a competitor).

What makes observation so clever and powerful?

‘Fly-on-the-wall’ observation is a great alternative to focus groups. It’s not only less expensive, but you’ll see people interact with your product in a natural setting without influencing each other. The only downside is that you can’t get inside their heads, so observation still isn't a recommended replacement for customer surveys and interviews.

The following questions will help you get to know your users on a deeper level when you interview them. They’re general questions, of course, so don’t be afraid to make them your own.

1. Who are you and what do you do?

How you ask this question, and what you want to know, will vary depending on your business model (e.g. business-to-business marketing is usually more focused on someone’s profession than business-to-consumer marketing).

It’s a great question to start with, and it’ll help you understand what’s relevant about your user demographics (age, race, gender, profession, education, etc.), but it’s not the be-all-end-all of market research. The more specific questions come later.

2. What does your day look like?

This question helps you understand your users’ day-to-day life and the challenges they face. It will help you gain empathy for them, and you may stumble across something relevant to their buying habits.

3. Do you ever purchase [product/service type]?

This is a ‘yes or no’ question. A ‘yes’ will lead you to the next question.

4. What problem were you trying to solve or what goal were you trying to achieve?

This question strikes to the core of what someone’s trying to accomplish and why they might be willing to pay for your solution.

5. Take me back to the day when you first decided you needed to solve this kind of problem or achieve this goal.

This is the golden question, and it comes from Adele Revella, Founder and CEO of Buyer Persona Institute . It helps you get in the heads of your users and figure out what they were thinking the day they decided to spend money to solve a problem.

If you take your time with this question, digging deeper where it makes sense, you should be able to answer all the relevant information you need to understand their perspective.

“The only scripted question I want you to ask them is this one: take me back to the day when you first decided that you needed to solve this kind of problem or achieve this kind of a goal. Not to buy my product, that’s not the day. We want to go back to the day that when you thought it was urgent and compelling to go spend money to solve a particular problem or achieve a goal. Just tell me what happened.”

— Adele Revella , Founder/CEO at Buyer Persona Institute

Bonus question: is there anything else you’d like to tell me?

This question isn’t just a nice way to wrap it up—it might just give participants the opportunity they need to tell you something you really need to know.

That’s why Sarah Doody, author of UX Notebook , adds it to the end of her written surveys.

“I always have a last question, which is just open-ended: “Is there anything else you would like to tell me?” And sometimes, that’s where you get four paragraphs of amazing content that you would never have gotten if it was just a Net Promoter Score [survey] or something like that.”

What is the difference between qualitative and quantitative research?

Qualitative research asks questions that can’t be reduced to a number, such as, “What is your job title?” or “What did you like most about your customer service experience?” 

Quantitative research asks questions that can be answered with a numeric value, such as, “What is your annual salary?” or “How was your customer service experience on a scale of 1-5?”

 → Read more about the differences between qualitative and quantitative user research .

How do I do my own market research?

You can do your own quick and effective market research by 

Surveying your customers

Building user personas

Studying your users through interviews and observation

Wrapping your head around your data with tools like flow models, affinity diagrams, and customer journey maps

What is the difference between market research and user research?

Market research takes a broad look at potential customers—what problems they’re trying to solve, their buying experience, and overall demand. User research, on the other hand, is more narrowly focused on the use (and usability ) of specific products.

What are the main criticisms of market research?

Many marketing professionals are critical of market research because it can be expensive and time-consuming. It’s often easier to convince your CEO or CMO to let you do lean market research rather than something more extensive because you can do it yourself. It also gives you quick answers so you can stay ahead of the competition.

Do I need a market research firm to get reliable data?

Absolutely not! In fact, we recommend that you start small and do it yourself in the beginning. By following a lean market research strategy, you can uncover some solid insights about your clients. Then you can make changes, test them out, and see whether the results are positive. This is an excellent strategy for making quick changes and remaining competitive.

Net Promoter, Net Promoter System, Net Promoter Score, NPS, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld, and Satmetrix Systems, Inc.

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Market Research Survey: The Complete Guide

This process involves gathering primary (self-conducted) and secondary (information already researched and made available) sources, to fully assess how a business will fare within a particular market and audience.

A market research survey is typically a source of primary information that businesses can use as part of their market research campaigns. It can also exist as a secondary source, in which case, its studies and results are published online or in a print publication.

This article will take a close look at the market research survey, so that you can use it to the optimum benefit for your business.

What Can you Achieve with Market Research?

A market research survey, as its name entails, is used for research purposes. Before we dive into all the aspects of this survey, it is apt to learn how you can use market research to your full advantage.

Market research is critical for a variety of purposes, including marketing , advertising , and branding campaigns. 

Aside from providing data-based support for these macro purposes, market research gains you invaluable insight into particular markets. For example, you may consider running a research campaign for the retail market . Market research will help you gather all the relevant information pertaining to this specific market.

Aside from retail, you can conduct market research in a number of verticals, including ecommerce , technology, real estate and many others.

There are plenty of other applications for market research. Here are some of the ways to use market research to your advantage:

• Observe data to prepare for challenges in advance
• Gauge the demand for your product or service
• Learn key market trends and staples
• Discover how your competitors are winning or losing
• Uncover your target market’s desires, preferences, aversions and thoughts

The final point is remarkably crucial for market research and for generally keeping your business afloat. And so, we’ll now dig deep into the market research survey, as this tool is especially useful for this purpose.

Defining a Market Research Survey

This tool is the most commonly used market research method — and for good reason. A market research survey allows you to gather data on your target market. Moreover, it allows businesses to do so by accessing any insights they need, as long as they form corresponding questions to their investigation.

Surveys have a far-reaching history, as they date back to ancient civilizations such as Greece and Rome. There was a surge in survey use in 1930s America, in which the government sought to understand the economic and social state of the nation.

Surveys have taken up a variety of forms, including analog forms, such as paper and mail-in formats . 

Telephone surveys were the medium of choice for survey research during the 1960s-90s. But, as technological advancements would have it, those have declined in usefulness as well.

In the present day, surveys are conducted online, particularly through the use of designated software platforms. This type of software has paved the way for easy access to primary research. 

Businesses can use online survey software and tools and to carry out all their survey research (save for creating the screener and questions). Many such tools available both allow you to build surveys along with deploying them. 

To reiterate, market research surveys are powerful tools, in that they empower businesses to ask any question they choose to better understand their market and consumer base. They also can offer key insights into competitors. 

The Components of a Market Research Survey

This tool contains two major components: the screener and the questionnaire . These form the bulk of the insights your primary research will gather.

There are also two auxiliary components to incorporate to make your survey research successful. These include the call-out (introduction) and the thank you message (conclusion).

Unlike the essential components, the need to use these will vary based on your survey deployment method and campaign. For example, an emailed survey won’t require a call-out, as the email itself serves this purpose.

A web or mobile survey, on the other hand, will need a call-out to get the attention of your respondents. 

Here is a break-down of each component, beginning with the essential elements:

• These conditions often deal with demographics, which is incredibly important, as you would need to first and foremost, survey your target market. The screener will ensure it is only your target market that takes part in the survey.
• The screener is often comprised of 2-3 questions.
• The questionnaire should ask all the necessary questions you need for a particular campaign or sub-campaign. Or, if used in a preliminary stage of your market research, they can deal with questions particularly designed to segment your target market.
• If respondents are contacted via email, the call-out is in the email’s body, inviting participants to take it, listing why it’s important, its length and what it’s used for.
• If the survey exists within a website (either as a banner, or button), the call-out is the clickable element itself (the button/banner to the survey). It too should explain the survey to respondents.
• If the survey is on a website/app, the call-out has to be visible and attractive enough for users to notice it and click on it.
• The survey often routes users to another page with a thank you message. 
• It’s important, as it lets participants know that their survey has in fact been submitted.

How to Create a Market Research Survey

Here are a few steps to take into consideration when starting on a market research survey project.

Step 1: Find a topic your business needs to learn more about.

This is particularly important if it is a topic that has little to no secondary sources. In this case, opting for a survey is the best way to learn more about it firsthand, from the people who matter most: your target market. Pay attention to any problems your business may experience, as surveys should help resolve them. 

Step 2: Consider the topic in regards to your target market

When you’ve narrowed down a problem or two, think about your target market. Do you know who constitutes it? If yes, tailor your survey topic into a subtopic that they’ll be most likely to respond to. For example, if your target market is middle-aged men who watch sports, consider whether your problem/topic will be relevant to them.

If you don’t know your target market, you should conduct some secondary research about it first, then perform market segmentation (surveys can help on this front too).

Step 3: Find the larger application of the survey campaign

Now that you’ve settled on a topic/problem and decided on whether it’s fitting for your target market, consider what the parent campaign of the survey would be. Let’s hypothetically say your topic is related to a product. Would a survey on that topic benefit a branding campaign like finding your next slogan? Would it be better suited to settle on a theme for an advertising campaign? 

Once you find the most appropriate application or macro campaign to house the survey, your market research will be organized and your survey will be better set up for success.

Step 4: Calculate your margin of error

A margin of error , in simple terms, is a measurement of how effective your survey will be. Expressed as a percentage, it measures the difference between survey results and the population value.

You need to measure this unit, as surveys represent a large group of people, but are made up of a much smaller group. Therefore, the larger the margin of error, the less accurate the opinions of the survey represent an entire population. 

Step 5: Create your survey(s)

Now that you’ve calculated the margin of error, start creating your campaign. Decide on how many surveys you would need, in regard to your margin of error and your market research needs. 

Start with a broader topic and get more specific in each question. Or, create multiple surveys focused on different but closely related subtopics to your main topic.

Send out your surveys through a trusted survey platform. 

Questions to Ask for Various Campaigns

The steps laid out above are part of a simple procedure in developing a market research survey. However, there is much more to these steps, especially that of creating the survey. 

Namely, you would need the correct set of questions, as they are the lifeblood of a survey. With so many different survey research campaigns and purposes, brainstorming questions can seem almost counterintuitive. 

To avoid information overload and any confusion that creating a survey may incite, review the below question examples. They are organized per campaign type, so you can discern which questions are most suitable for which corresponding research purpose.

Questions for Branding

Branding campaigns include efforts that build the identity of your business; this includes gathering data-backed ideas on logos, imagery, messaging and core themes surrounding your brand. You can use these when embarking on a new campaign, revamping an existing one or when you’re looking to change your brand’s reputation and style.

• Which of these brands do you know?
• What do you like most/least about this brand?
• Which idea is more important? (Use an idea behind setting up your brand’s image/style)
• Which images do you find the most inspiring? (To compare images you’ll use in your marketing/ definitive to your brand)
• What do you like about [brand]? (Can be open-ended)

Questions for Advertising

Using market research for advertising will help you obtain ideas for new advertising campaigns, testing already established campaign ideas and predicting the success of new ones.

• How would you rate the motivating power of this ad?
• Which of the following ads resonate the most with you?
• Do you remember this ad? (Name and image/video of a popular ad within your industry)
• How do you feel after watching this ad?
• What kind of use do you think this product/service produces?

Questions for Comparing Yourself with Competitors 

Studying your competitors is often associated with secondary research, but you can gain intelligence on this topic through your own survey research. The great thing about surveys is that you don’t have to focus on one competitor when managing these surveys.

• How often do you use this product/service?
• Which brand do you use for this product/service? (Include one open-ended answer).
• Which of the following products (same kind, different brand) do you find the most useful?
• What about [competitor product] would you like to see change?
• Which brand has improved your life? (Include one open-ended question).

Questions for Market Segmentation

This application is possibly the most challenging, as it involves understanding who your target market already is, then further segmenting it. We understand coming to terms with your target market first, before narrowing it any further down.

Here is how to segment your target market; you’ll notice that the questions are much more granular than the typical questions associated with each topic. (Ex: demographics typically ask for race, age, gender, income, etc).

• Demographic segmentation: Which of the following groups do you identify with most closely? (It can involve anything from music, to shopping habits, to lifestyle choices)
• Geographic segmentation: Which of the following areas do you typically spend time in to make physical purchases?
• Psychographic segmentation: How do you feel about retailers who test their products on animals?
• Behavioral segmentation: How often do you buy this kind of product?
• Sentimental segmentation: How do the following [practices, images, actions] make you feel?

Securing the Most Benefits Out of Your Market Research Survey

As we can deduce from this guide, the market research survey is a critical tool for market research . There is so much to discover about your industry, competitors and chiefly, your customers. But before making any hasty decisions, it is vital to peruse all your research documents, not just the primary research ones, such as surveys.

When you combine primary and secondary research sources, you’re setting up any business move for greater success. 

That’s because market research involves studying more than one source. It may appear daunting, but with the right tools, you can design better products, innovate on existing products, appeal to a wider audience and gain more revenue from your marketing efforts. 

Thus, pair your market research survey with other research means for a lucrative market research campaign. Knowledge truly is power. 

Frequently asked questions

What is a market research survey.

A market research survey is a survey used for conducting primary market research and is the most commonly used market research method. Market research surveys help you understand your target market, gathering data necessary to make informed decisions on content creation, product development, and more.

What are the components of a market research survey?

There are 4 major components in a market research survey. First, we have the callout to get digital visitors to participate in a survey. Next is the screener which determines who is eligible to take the survey based on their demographics information and answers to screening questions. Then, there is the questionnaire—-- this is the heart of the survey, containing a set of open-ended or closed-ended questions. Lastly, there’s the callout. This introduces the survey to respondents. Next, there’s the thank you message. This acts as the conclusion to the survey.

How can you create a market research survey?

Creating a market research survey starts with identifying the topics your business needs to learn more about. Next, you consider topics within the context of your target market and find the larger application of the survey campaign. Calculate your margin of error and then create your survey using online software.

What types of questions should you ask on your market research survey?

You can ask branding related questions to gather information on how your identity of your business is perceived. You can also ask questions that spark ideas for new advertising campaigns. To supplement your secondary research on competitors, ask questions about your business’s place in the industry. Questions can also be used for market segmentation. These are questions on demographic, geographic, psychographic, behavioral and sentimental topics.

How can you get the most benefits out of your market research survey?

You can get the most out of your market research survey by using the correct online survey platform-- one with specific audience targeting for real consumers, radius targeting and quality screening questions-- you’ll get relevant answers from the right audience.

Do you want to distribute your survey? Pollfish offers you access to millions of targeted consumers to get survey responses from $0.95 per complete. Launch your survey today.

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The 8 types of market research: definitions, uses and examples.

13 min read What are the different types of market research that can help you stay ahead of the curve with your marketing strategy? Understand how to use each type, and what the advantages and disadvantages are.

Market research  (also called marketing research) is the action or activity of gathering information about market needs and preferences. This helps companies understand their target market — how the audience feels and behaves. There are 8 variations of market research in our lineup that we’ll explore in more detail.

Download our free eBook: How to rethink and reinvent market research

A number of the tools for carrying out market research can be classed under two main categories: primary and secondary market research. Let’s start our list by exploring these two types first.

1. Primary research

Primary research is research that you collect yourself but going directly to the target market through a range of methods. Because it is data you create, you own the data set.

Two types of results — exploratory information (determines the nature of a problem that hasn’t yet been clearly defined) and conclusive information (carried out to solve a problem that exploratory research identified) — from participants are collected as raw data and then analysed to gather insights from trends and comparisons.

This method is good for getting the views of a lot of people at one time, especially when time is short, but it comes with its own management issues. The interviewer must prepare a way to gather answers and record these, while engaging in conversation with many people.

Participants may be affected by the group setting, either from acquiescence bias (the desire to say yes to please the interviewer), dominance bias (stronger participants can alter the results from less dominant participants) or researcher bias (where the research leads or impacts the participant responses indirectly).

This provides a structured setting where the interviewer can listen to what’s being said and investigate further into an answer. The interviewer can also pick up on non-verbal cues from body language can help the interview understand where to deep-dive and broaden their understanding.

However, some of the same biases (acquiescence and researcher) still exit in this format. The method is time consuming to do the interviews and collect the data afterwards.

A survey is an excellent method for carrying out primary research as participants do need to be physically present with the interviewer to carry it out. The survey can be completed anywhere there is an internet connection, meaning there is flexibility for the participants to use different devices and for interviewers to contact participants in different geographical time-zones.Preparation is key, however, as the researchers must segment the market and create a list of participants to send the survey to. Hiring a panel or using existing marketing lists can help with this.

2. Secondary research

Secondary research is the use of data that has previously been collected, analysed and published (and therefore you do not own this data). An example of this for market research is:

Most information is freely available, so there are less costs associated with this kind of secondary research over primary research methods.

Secondary research can often be the preparation for primary research activities, providing a knowledge base. The information gathered may not provide the specific information to explain the results, which is where primary market research would be used to enhance understanding.

There is also a logistics planning need for a recording solution that can handle large datasets, since manual management of the volumes of information can be tricky.

Both primary and secondary research have its advantages and disadvantages, as we’ve seen, but they are best used when paired together. Combined, the data can give you the confidence to act knowing that any hypothesis you have is backed up.

Learn more about primary and secondary research methods

The next market research types can be defined as qualitative and quantitative research types:

3. Qualitative research

Qualitative market research is the collection of primary or secondary data that is non-numerical in nature, and therefore hard to measure.

Researchers collect this market research type because it can add more depth to the data.

This kind of market research is used to summarise and infer, rather than pin-points an exact truth held by a target market. For example, qualitative market research can be done to find out a new target market’s reaction to a new product to translate the reaction into a clear explanation for the company.

4. Quantitative research

Quantitative research is the collection of primary or secondary data that is numerical in nature, and so can be collected more easily.

Researchers collect this market research type because it can provide historical benchmarking, based on facts and figures evidence.

There are a number of ways to collect this data — polls, surveys, desk research, web statistics, financial records — which can be exploratory in nature without a lot of depth at this stage.

Quantitative market research can create the foundation of knowledge needed by researchers to investigate hypotheses further through qualitative market research.

Learn more about qualitative and quantitative research

The next four variations of market research are specific to topics areas, that bring about specific information.:

5. Branding research

Branding  market research assists a company to create, manage and maintain the company brand. This can relate to the tone, branding, images, values or identity of the company.

Research can be carried out through interviews, focus groups or surveys. For example, brand awareness surveys will ask your participants whether the brand is known to them and whether it is something they would be interested in buying.

Additional areas for brand research is also around brand loyalty,  brand perception ,  brand positioning ,  brand value  and brand identity .

The aim of research will be to understand how to know if:

• Your brand is performing in relation to other competitors
• There are areas to improve your brand activities
• There are positives to showcase to enhance your brand’s image

6. Customer research

Customer market research looks at the key influences on your target customers and how your company can make changes to encourage sales.

The aim of this research is to know your customer inside out, and continuously learn about how they interact with the company. Some themes covered by this include:

• Customer satisfaction  – Exploring what keeps customers happy, as higher customer satisfaction is more likely to lead to increased customer retention.
• Customer loyalty  – This looks at what experiences have happened to lead to greater customer loyalty across the customer lifecycle.
• Customer segmentation research  – Discovering who the customers are, what their behaviour and preferences are and their shared characteristics.

Relevant desk research may look at historical purchase records,  customer journey mapping , customer segmentation, demographics and persona templates.

Primary research, such as  NPS  and  customer satisfaction surveys , or customer satisfaction interviews at the end of customer support calls, can also give more details.

7. Competitor research

Competitor market research is about knowing who your competition is and understanding their strengths and weaknesses, in comparison to your organisation. It can also be about your competitive offering in the market, or how to approach a new market.

The aim of this research is to find ways to make your organisation stand out and future planning through horizon scanning and listening to customer preferences.

For example, for competitive analysis, researchers would create a SWOT for your business and your competitors, to see how your business compares.

Primary research could interview customers about their buying preferences, while secondary sources would look at competitor’s market dominance, sales, structure and so on. With this thorough analysis, you can understand where you can change to be more competitive, and look for ideas that make you stand out.

8. Product research

Product market research is a key way to make sure your products and services are fit for launching in the market, and are performing as well as they can.

The aim of this research is to see how your product is perceived by customers, if they are providing value and working correctly. Ideas can also be formed about upgrades and future product development.

There are a number of avenues within product research:

• Product branding  – Does the product brand and design attract customers in the intended way?
• Product feature testing  – this can happen at various stages of development with target markets (in early development, between versions, before product launch, etc.) to check if there are positive reaction to new or improved features
• Product design  thinking  – what solutions would solve your customers’ current or future problems?
• Product marketing  – Do the marketing messages help your product’s memorability and saleability, or can they be improved?

Primary research methods have a clear advantage in this kind of market research: Surveys can ask for rankings on the popularity or usefulness of features or conduct conjoint analysis, while in-person observation interviews (where the participant can handle a product) can be particularly useful in seeing what customers do with the product in real time.

How to use market research types in your company

In a good marketing strategy, it’s preferable to have a mixture of data across:

• Qualitative and quantitative research
• Primary and secondary research
• Your specific topic area or area of focus

With these three components, you can make sure your market strategy gives you a complete picture of your market’s  operational data and experience data , —  what  your market does and  why .

Economical experience data (O data)

This type of experience data is quantitative in nature (including operations, featuring sales data, finance data and  HR data ). As it can be quantified into numerical values, it can be measured over and over, providing datasets.

There is the opportunity to use a data-driven approach to understanding the results and making predictions based on historical trends.

This sort of data can be measured more easily than emotions and feelings. But it can only tell you about past activities and what happened. It can’t tell you what will happen in the future and why things will happen — this is where X data comes in.

Emotional experience data (X data)

This type of experience data seeks to find reasons to explain emotional decisions and how brands ‘sit’ in people’s minds. In this way, this data is qualitative in nature.

Companies that have X data have a ‘mental advantage’ over other companies,  as they are able to understand the perceptions of the customer, their needs and values.

When you have tangible insights on the audience’s needs, you can then take steps to meet those needs and solve problems. This mitigates the risk of an experience gap – which is what your audience expects you deliver versus what you actually deliver.

eBook: How to rethink and reinvent market research

Related resources

Market intelligence 9 min read, qualitative research questions 11 min read, ethnographic research 11 min read, business research methods 12 min read, qualitative research design 12 min read, business research 10 min read, qualitative research interviews 11 min read, request demo.

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Types of market research: Methods and examples

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Here at GWI we publish a steady stream of blogs, reports, and other resources that dig deep into specific market research topics.

But what about the folks who’d appreciate a more general overview of market research that explains the big picture? Don’t they deserve some love too?

Of course they do. That’s why we’ve created this overview guide focusing on types of market research and examples. With so many market research companies to choose from, having a solid general understanding of how this sector works is essential for any brand or business that wants to pick the right market research partner.

So with that in mind, let’s start at the very beginning and get clear on…

Market research definition

At the risk of stating the slightly obvious, market research is the gathering and analyzing of data on consumers, competitors, distributors, and markets. As such it’s not quite the same as consumer research , but there’s significant overlap.

Market research matters because it can help you take the guesswork out of getting through to audiences. By studying consumers and gathering information on their likes, dislikes, and so on, brands can make evidence-based decisions instead of relying on instinct or experience. 

What is market research?

Market research is the organized gathering of information about target markets and consumers’ needs and preferences. It’s an important component of business strategy and a major factor in maintaining competitiveness.

If a business wants to know – really know – what sort of products or services consumers want to buy, along with where, when, and how those products and services should be marketed, it just makes sense to ask the prospective audience. 

Without the certainty that market research brings, a business is basically hoping for the best. And while we salute their optimism, that’s not exactly a reliable strategy for success.

What are the types of market research?

Primary research .

Primary research is a type of market research you either conduct yourself or hire someone to do on your behalf.

A classic example of primary research involves going directly to a source – typically customers or prospective customers in your target market – to ask questions and gather information about a product or service. Interviewing methods include in-person, online surveys, phone calls, and focus groups.

The big advantage of primary research is that it’s directly focused on your objectives, so the outcome will be conclusive, detailed insights – particularly into customer views – making it the gold standard.

The disadvantages are it can be time-consuming and potentially costly, plus there’s a risk of survey bias creeping in, in the sense that research samples may not be representative of the wider group.

Secondary research 

Primary market research means you collect the data your business needs, whereas the types of market research known as secondary market research use information that’s already been gathered for other purposes but can still be valuable. Examples include published market studies, white papers, analyst reports, customer emails, and customer surveys/feedback.

For many small businesses with limited budgets, secondary market research is their first choice because it’s easier to acquire and far more affordable than primary research.

Secondary research can still answer specific business questions, but with limitations. The data collected from that audience may not match your targeted audience exactly, resulting in skewed outcomes. 

A big benefit of secondary market research is helping lay the groundwork and get you ready to carry out primary market research by making sure you’re focused on what matters most.

Qualitative research

Qualitative research is one of the two fundamental types of market research. Qualitative research is about people and their opinions. Typically conducted by asking questions either one-on-one or in groups, qualitative research can help you define problems and learn about customers’ opinions, values, and beliefs.

Classic examples of qualitative research are long-answer questions like “Why do you think this product is better than competitive products? Why do you think it’s not?”, or “How would you improve this new service to make it more appealing?”

Because qualitative research generally involves smaller sample sizes than its close cousin quantitative research, it gives you an anecdotal overview of your subject, rather than highly detailed information that can help predict future performance.

Qualitative research is particularly useful if you’re developing a new product, service, website or ad campaign and want to get some feedback before you commit a large budget to it.

Quantitative research

If qualitative research is all about opinions, quantitative research is all about numbers, using math to uncover insights about your audience. 

Typical quantitative research questions are things like, “What’s the market size for this product?” or “How long are visitors staying on this website?”. Clearly the answers to both will be numerical.

Quantitative research usually involves questionnaires. Respondents are asked to complete the survey, which marketers use to understand consumer needs, and create strategies and marketing plans.

Importantly, because quantitative research is math-based, it’s statistically valid, which means you’re in a good position to use it to predict the future direction of your business.

Consumer research 

As its name implies, consumer research gathers information about consumers’ lifestyles, behaviors, needs and preferences, usually in relation to a particular product or service. It can include both quantitative and qualitative studies.

Examples of consumer research in action include finding ways to improve consumer perception of a product, or creating buyer personas and market segments, which help you successfully market your product to different types of customers.

Understanding consumer trends , driven by consumer research, helps businesses understand customer psychology and create detailed purchasing behavior profiles. The result helps brands improve their products and services by making them more customer-centric, increasing customer satisfaction, and boosting bottom line in the process.

Product research 

Product research gives a new product (or indeed service, we don’t judge) its best chance of success, or helps an existing product improve or increase market share.

It’s common sense: by finding out what consumers want and adjusting your offering accordingly, you gain a competitive edge. It can be the difference between a product being a roaring success or an abject failure.

Examples of product research include finding ways to develop goods with a higher value, or identifying exactly where innovation effort should be focused. 

Product research goes hand-in-hand with other strands of market research, helping you make informed decisions about what consumers want, and what you can offer them.

Brand research  

Brand research is the process of gathering feedback from your current, prospective, and even past customers to understand how your brand is perceived by the market.

It covers things like brand awareness, brand perceptions, customer advocacy, advertising effectiveness, purchase channels, audience profiling, and whether or not the brand is a top consideration for consumers.

The result helps take the guesswork out of your messaging and brand strategy. Like all types of market research, it gives marketing leaders the data they need to make better choices based on fact rather than opinion or intuition.

Market research methods 

So far we’ve reviewed various different types of market research, now let’s look at market research methods, in other words the practical ways you can uncover those all-important insights.

Consumer research platform 

A consumer research platform like GWI is a smart way to find on-demand market research insights in seconds.

In a world of fluid markets and changing attitudes, a detailed understanding of your consumers, developed using the right research platform, enables you to stop guessing and start knowing.

As well as providing certainty, consumer research platforms massively accelerate speed to insight. Got a question? Just jump on your consumer research platform and find the answer – job done.

The ability to mine data for answers like this is empowering – suddenly you’re in the driving seat with a world of possibilities ahead of you. Compared to the most obvious alternative – commissioning third party research that could take weeks to arrive – the right consumer research platform is basically a magic wand.

Admittedly we’re biased, but GWI delivers all this and more. Take our platform for a quick spin and see for yourself.

And the downside of using a consumer research platform? Well, no data set, however fresh or thorough, can answer every question. If you need really niche insights then your best bet is custom market research , where you can ask any question you like, tailored to your exact needs.

Face-to-face interviews 

Despite the rise in popularity of online surveys , face-to-face survey interviewing – using mobile devices or even the classic paper survey – is still a popular data collection method.

In terms of advantages, face-to-face interviews help with accurate screening, in the sense the interviewee can’t easily give misleading answers about, say, their age. The interviewer can also make a note of emotions and non-verbal cues. 

On the other hand, face-to-face interviews can be costly, while the quality of data you get back often depends on the ability of the interviewer. Also, the size of the sample is limited to the size of your interviewing staff, the area in which the interviews are conducted, and the number of qualified respondents within that area.

Social listening 

Social listening is a powerful solution for brands who want to keep an ear to the ground, gathering unfiltered thoughts and opinions from consumers who are posting on social media. 

Many social listening tools store data for up to a couple of years, great for trend analysis that needs to compare current and past conversations.

Social listening isn’t limited to text. Images, videos, and emojis often help us better understand what consumers are thinking, saying, and doing better than more traditional research methods. 

Perhaps the biggest downside is there are no guarantees with social listening, and you never know what you will (or won’t) find. It can also be tricky to gauge sentiment accurately if the language used is open to misinterpretation, for example if a social media user describes something as “sick”.

There’s also a potential problem around what people say vs. what they actually do. Tweeting about the gym is a good deal easier than actually going. The wider problem – and this may shock you – is that not every single thing people write on social media is necessarily true, which means social listening can easily deliver unreliable results.

Public domain data 

Public domain data comes from think tanks and government statistics or research centers like the UK’s National Office for Statistics or the United States Census Bureau and the National Institute of Statistical Sciences. Other sources are things like research journals, news media, and academic material.

Its advantages for market research are it’s cheap (or even free), quick to access, and easily available. Public domain datasets can be huge, so potentially very rich.

On the flip side, the data can be out of date, it certainly isn’t exclusive to you, and the collection methodology can leave much to be desired. But used carefully, public domain data can be a useful source of secondary market research.

Telephone interviews 

You know the drill – you get a call from a researcher who asks you questions about a particular topic and wants to hear your opinions. Some even pay or offer other rewards for your time.

Telephone surveys are great for reaching niche groups of consumers within a specific geographic area or connected to a particular brand, or who aren’t very active in online channels. They’re not well-suited for gathering data from broad population groups, simply because of the time and labor involved.

How to use market research 

Data isn’t an end in itself; instead it’s a springboard to make other stuff happen. So once you’ve drawn conclusions from your research, it’s time to think of what you’ll actually do based on your findings.

While it’s impossible for us to give a definitive list (every use case is different), here are some suggestions to get you started.

Leverage it . Think about ways to expand the use – and value – of research data and insights, for example by using research to support business goals and functions, like sales, market share or product design.

Integrate it . Expand the value of your research data by integrating it with other data sources, internal and external. Integrating data like this can broaden your perspective and help you draw deeper insights for more confident decision-making.

Justify it . Enlist colleagues from areas that’ll benefit from the insights that research provides – that could be product management, product development, customer service, marketing, sales or many others – and build a business case for using research.

How to choose the right type of market research 

Broadly speaking, choosing the right research method depends on knowing the type of data you need to collect. To dig into ideas and opinions, choose qualitative; to do some testing, it’s quantitative you want.

There are also a bunch of practical considerations, not least cost. If a particular approach sounds great but costs the earth then clearly it’s not ideal for any brand on a budget.

Then there’s how you intend to use the actual research, your level of expertise with research data, whether you need access to historical data or just a snapshot of today, and so on.

The point is, different methods suit different situations. When choosing, you’ll want to consider what you want to achieve, what data you’ll need, the pros and cons of each method, the costs of conducting the research, and the cost of analyzing the results. 

Market research examples

Independent agency Bright/Shift used GWI consumer insights to shape a high-impact go-to-market strategy for their sustainable furniture client, generating £41K in revenue in the first month. Here’s how they made the magic happen .

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What Is Market Research?

Market research is a process where businesses collect and analyze data on specific markets, customers and consumers.

With the goal of becoming a customer-focused company , organizations will follow research methods to gain a better understanding of their desired audiences and how to interact with them. Any information gathered provides insights into how companies can make their products more appealing to potential customers.  

What are the main purposes of market research?

• Knowing what people want ahead of time enables companies to make more informed business decisions.

Releasing a product or service without knowing how it will perform presents a huge risk. Market research exists to gain more insight before going all-in on a new product. Companies conduct research to determine what problems their audiences face and how their products can resolve these issues. 

Understanding customer preferences has become crucial to saving companies time and money, making market research a key component of the product development process. Rather than just releasing products into the market, businesses take the time to determine how these products will perform. This approach enables companies to spend resources more efficiently while earning the trust of consumers with more relevant products.

What are the types of market research?

• Different circumstances call for unique types of market research, which range from one-on-one interviews to focus group conversations.

Market research takes on many forms, so teams must determine the types of market research that best serve their needs. If a company wants to elicit feedback from larger samples, surveys and focus groups are ideal options. However, businesses should keep in mind that these practices deliver breadth at the expense of depth. 

Interviews cater more to companies that want to dive into specific details with customers. Unique value propositions may require these more intimate interactions as businesses pursue ways to improve customers’ experiences with their products. Observations and field tests also provide genuine customer reactions, but with a subtler approach. Companies can decide on the best method by defining the initial problem and goals for their research.

What are the steps in the marketing research process?

• Before marketing teams undertake product launches , they need to gather extensive insights into audience preferences and general market trends.

To enhance a product or service, a company must gather plenty of information on its ideal customers and competitors. Defining a target audience allows teams to get a sense of what issues customers may face and how their products can address those concerns. In addition, conducting a competitor analysis lets teams know what companies in their market are doing and how they can help their product stand out from similar ones.  

Once marketing teams sort out these details, they can focus their attention on executing a research plan. Determining the sample size and desired outcome helps members decide what type of research methods they want to employ. By following these practices, companies can craft more minimum viable products , which customers will find better suited to their needs.

Recent Expert Contributors Articles

Module 6: Marketing Information and Research

The marketing research process, learning objectives.

• Identify the steps of conducting a marketing research project

A Standard Approach to Research Inquiries

Marketing research is a useful and necessary tool for helping marketers and an organization’s executive leadership make wise decisions. Carrying out marketing research can involve highly specialized skills that go deeper than the information outlined in this module. However, it is important for any marketer to be familiar with the basic procedures and techniques of marketing research.

It is very likely that at some point a marketing professional will need to supervise an internal marketing research activity or to work with an outside marketing research firm to conduct a research project. Managers who understand the research function can do a better job of framing the problem and critically appraising the proposals made by research specialists. They are also in a better position to evaluate their findings and recommendations.

Periodically marketers themselves need to find solutions to marketing problems without the assistance of marketing research specialists inside or outside the company. If you are familiar with the basic procedures of marketing research, you can supervise and even conduct a reasonably satisfactory search for the information needed.

Step 1: Identify the Problem

The first step for any marketing research activity is to clearly identify and define the problem you are trying to solve. You start by stating the marketing or business problem you need to address and for which you need additional information to figure out a solution. Next, articulate the objectives for the research: What do you want to understand by the time the research project is completed? What specific information, guidance, or recommendations need to come out of the research in order to make it a worthwhile investment of the organization’s time and money?

It’s important to share the problem definition and research objectives with other team members to get their input and further refine your understanding of the problem and what is needed to solve it. At times, the problem you really need to solve is not the same problem that appears on the surface. Collaborating with other stakeholders helps refine your understanding of the problem, focus your thinking, and prioritize what you hope to learn from the research. Prioritizing your objectives is particularly helpful if you don’t have the time or resources to investigate everything you want.

To flesh out your understanding of the problem, it’s useful to begin brainstorming actual research questions you want to explore. What are the questions you need to answer in order to get to the research outcomes? What is the missing information that marketing research will help you find? The goal at this stage is to generate a set of preliminary, big-picture questions that will frame your research inquiry. You will revisit these research questions later in the process, but when you’re getting started, this exercise helps clarify the scope of the project, whom you need to talk to, what information may already be available, and where to look for the information you don’t yet have.

Applied Example: Marketing Research for Bookends

To illustrate the marketing research process, let’s return to Uncle Dan and his ailing bookstore, Bookends. You need a lot of information if you’re going to help Dan turn things around, so marketing research is a good idea. You begin by identifying the problem and then work to set down your research objectives and initial research questions:

Step 2: Develop a Research Plan

Once you have a problem definition, research objectives, and a preliminary set of research questions, the next step is to develop a research plan. Essential to this plan is identifying precisely what information you need to answer your questions and achieve your objectives. Do you need to understand customer opinions about something? Are you looking for a clearer picture of customer needs and related behaviors? Do you need sales, spending, or revenue data? Do you need information about competitors’ products, or insight about what will make prospective customers notice you? When do need the information, and what’s the time frame for getting it? What budget and resources are available?

Once you have clarified what kind of information you need and the timing and budget for your project, you can develop the research design. This details how you plan to collect and analyze the information you’re after. Some types of information are readily available through  secondary research and secondary data sources. Secondary research analyzes information that has already been collected for another purpose by a third party, such as a government agency, an industry association, or another company. Other types of information need to from talking directly to customers about your research questions. This is known as primary research , which collects primary data captured expressly for your research inquiry.   Marketing research projects may include secondary research, primary research, or both.

Depending on your objectives and budget, sometimes a small-scale project will be enough to get the insight and direction you need. At other times, in order to reach the level of certainty or detail required, you may need larger-scale research involving participation from hundreds or even thousands of individual consumers. The research plan lays out the information your project will capture—both primary and secondary data—and describes what you will do with it to get the answers you need. (Note: You’ll learn more about data collection methods and when to use them later in this module.)

Your data collection plan goes hand in hand with your analysis plan. Different types of analysis yield different types of results. The analysis plan should match the type of data you are collecting, as well as the outcomes your project is seeking and the resources at your disposal. Simpler research designs tend to require simpler analysis techniques. More complex research designs can yield powerful results, such as understanding causality and trade-offs in customer perceptions. However, these more sophisticated designs can require more time and money to execute effectively, both in terms of data collection and analytical expertise.

The research plan also specifies who will conduct the research activities, including data collection, analysis, interpretation, and reporting on results. At times a singlehanded marketing manager or research specialist runs the entire research project. At other times, a company may contract with a marketing research analyst or consulting firm to conduct the research. In this situation, the marketing manager provides supervisory oversight to ensure the research delivers on expectations.

Finally, the research plan indicates who will interpret the research findings and how the findings will be reported. This part of the research plan should consider the internal audience(s) for the research and what reporting format will be most helpful. Often, senior executives are primary stakeholders, and they’re anxious for marketing research to inform and validate their choices. When this is the case, getting their buy-in on the research plan is recommended to make sure that they are comfortable with the approach and receptive to the potential findings.

Applied Example: A Bookends Research Plan

You talk over the results of your problem identification work with Dan. He thinks you’re on the right track and wants to know what’s next. You explain that the next step is to put together a detailed plan for getting answers to the research questions.

Dan is enthusiastic, but he’s also short on money. You realize that such a financial constraint will limit what’s possible, but with Dan’s help you can do something worthwhile. Below is the research plan you sketch out:

Step 3: Conduct the Research

Conducting research can be a fun and exciting part of the marketing research process. After struggling with the gaps in your knowledge of market dynamics—which led you to embark on a marketing research project in the first place—now things are about to change. Conducting research begins to generate information that helps answer your urgent marketing questions.

Typically data collection begins by reviewing any existing research and data that provide some information or insight about the problem. As a rule, this is secondary research. Prior research projects, internal data analyses, industry reports, customer-satisfaction survey results, and other information sources may be worthwhile to review. Even though these resources may not answer your research questions fully, they may further illuminate the problem you are trying to solve. Secondary research and data sources are nearly always cheaper than capturing new information on your own. Your marketing research project should benefit from prior work wherever possible.

After getting everything you can from secondary research, it’s time to shift attention to primary research, if this is part of your research plan. Primary research involves asking questions and then listening to and/or observing the behavior of the target audience you are studying. In order to generate reliable, accurate results, it is important to use proper scientific methods for primary research data collection and analysis. This includes identifying the right individuals and number of people to talk to, using carefully worded surveys or interview scripts, and capturing data accurately.

Without proper techniques, you may inadvertently get bad data or discover bias in the responses that distorts the results and points you in the wrong direction. The module on Marketing Research Techniques discusses these issues in further detail, since the procedures for getting reliable data vary by research method.

Applied Example: Getting the Data on Bookends

Dan is on board with the research plan, and he’s excited to dig into the project. You start with secondary data, getting a dump of Dan’s sales data from the past two years, along with related information: customer name, zip code, frequency of purchase, gender, date of purchase, and discounts/promotions (if any).

You visit the U.S. Census Bureau Web site to download demographic data about your metro area. The data show all zip codes in the area, along with population size, gender breakdown, age ranges, income, and education levels.

The next part of the project is customer-survey data. You work with Dan to put together a short survey about customer attitudes toward Bookends, how often and why they come, where else they spend money on books and entertainment, and why they go other places besides Bookends. Dan comes up with the great idea of offering a 5 percent discount coupon to anyone who completes the survey. Although it eats into his profits, this scheme gets more people to complete the survey and buy books, so it’s worth it.

For a couple of days, you and Dan take turns doing “man on the street” interviews (you interview the guy in the red hat, for instance). You find people who say they’ve never been to Bookends and ask them a few questions about why they haven’t visited the store, where else they buy books and other entertainment, and what might get them interested in visiting Bookends sometime. This is all a lot of work, but for a zero-budget project, it’s coming together pretty well.

Step 4: Analyze and Report Findings

Analyzing the data obtained in a market survey involves transforming the primary and/or secondary data into useful information and insights that answer the research questions. This information is condensed into a format to be used by managers—usually a presentation or detailed report.

Analysis starts with formatting, cleaning, and editing the data to make sure that it’s suitable for whatever analytical techniques are being used. Next, data are tabulated to show what’s happening: What do customers actually think? What’s happening with purchasing or other behaviors? How do revenue figures actually add up? Whatever the research questions, the analysis takes source data and applies analytical techniques to provide a clearer picture of what’s going on. This process may involve simple or sophisticated techniques, depending on the research outcomes required. Common analytical techniques include regression analysis to determine correlations between factors; conjoint analysis to determine trade-offs and priorities; predictive modeling to anticipate patterns and causality; and analysis of unstructured data such as Internet search terms or social media posts to provide context and meaning around what people say and do.

Good analysis is important because the interpretation of research data—the “so what?” factor—depends on it. The analysis combs through data to paint a picture of what’s going on. The interpretation goes further to explain what the research data mean and make recommendations about what managers need to know and do based on the research results. For example, what is the short list of key findings and takeaways that managers should remember from the research? What are the market segments you’ve identified, and which ones should you target?  What are the primary reasons your customers choose your competitor’s product over yours, and what does this mean for future improvements to your product?

Individuals with a good working knowledge of the business should be involved in interpreting the data because they are in the best position to identify significant insights and make recommendations from the research findings. Marketing research reports incorporate both analysis and interpretation of data to address the project objectives.

The final report for a marketing research project may be in written form or slide-presentation format, depending on organizational culture and management preferences. Often a slide presentation is the preferred format for initially sharing research results with internal stakeholders. Particularly for large, complex projects, a written report may be a better format for discussing detailed findings and nuances in the data, which managers can study and reference in the future.

Applied Example: Analysis and Insights for Bookends

Getting the data was a bit of a hassle, but now you’ve got it, and you’re excited to see what it reveals. Your statistician cousin, Marina, turns out to be a whiz with both the sales data and the census data. She identified several demographic profiles in the metro area that looked a lot like lifestyle segments. Then she mapped Bookends’ sales data into those segments to show who is and isn’t visiting Bookends. After matching customer-survey data to the sales data, she broke down the segments further based on their spending levels and reasons they visit Bookends.

Gradually a clearer picture of Bookends’ customers is beginning to emerge: who they are, why they come, why they don’t come, and what role Bookends plays in their lives. Right away, a couple of higher-priority segments—based on their spending levels, proximity, and loyalty to Bookends—stand out. You and your uncle are definitely seeing some possibilities for making the bookstore a more prominent part of their lives. You capture these insights as “recommendations to be considered” while you evaluate the right marketing mix for each of the new segments you’d like to focus on.

Step 5: Take Action

Once the report is complete, the presentation is delivered, and the recommendations are made, the marketing research project is over, right? Wrong.

What comes next is arguably the most important step of all: taking action based on your research results.

If your project has done a good job interpreting the findings and translating them into recommendations for the marketing team and other areas of the business, this step may seem relatively straightforward. When the research results validate a path the organization is already on, the “take action” step can galvanize the team to move further and faster in that same direction.

Things are not so simple when the research results indicate a new direction or a significant shift is advisable. In these cases, it’s worthwhile to spend time helping managers understand the research, explain why it is wise to shift course, and explain how the business will benefit from the new path. As with any important business decision, managers must think deeply about the new approach and carefully map strategies, tactics, and available resources to plan effectively. By making the results available and accessible to managers and their execution teams, the marketing research project can serve as an ongoing guide and touchstone to help the organization plan, execute, and adjust course as it works toward desired goals and outcomes.

It is worth mentioning that many marketing research projects are never translated into management action. Sometimes this is because the report is too technical and difficult to understand. In other cases, the research conclusions fail to provide useful insights or solutions to the problem, or the report writer fails to offer specific suggestions for translating the research findings into management strategy. These pitfalls can be avoided by paying due attention to the research objectives throughout the project and allocating sufficient time and resources to do a good job interpreting research results for those who will need to act on them.

Applied Example: Bookends’ New Customer Campaign

Your research findings and recommendations identified three segments for Bookends to focus on. Based on the demographics, lifestyle, and spending patterns found during your marketing research, you’re able to name them: 1) Bored Empty-Nesters, 2) Busy Families, and 3) Hipster Wannabes. Dan has a decent-sized clientele across all three groups, and they are pretty good spenders when they come in. But until now he hasn’t done much to purposely attract any of them.

With newly identified segments in focus, you and Dan begin brainstorming about a marketing mix to target each group. What types of books and other products would appeal to each one? What activities or events would bring them into the store? Are there promotions or particular messages that would induce them to buy at Bookends instead of Amazon or another bookseller? How will Dan reach and communicate with each group? And what can you do to bring more new customers into the store within these target groups?

Even though Bookends is a real-life project with serious consequences for your uncle Dan, it’s also a fun laboratory where you can test out some of the principles you’re learning in your marketing class. You’re figuring out quickly what it’s like to be a marketer.

Well done, rookie!

Check Your Understanding

Answer the question(s) below to see how well you understand the topics covered in this outcome. This short quiz does  not  count toward your grade in the class, and you can retake it an unlimited number of times.

Use this quiz to check your understanding and decide whether to (1) study the previous section further or (2) move on to the next section.

• Revision and Adaptation. Authored by : Lumen Learning. License : CC BY: Attribution
• Chapter 3: Marketing Research: An Aid to Decision Making, from Introducing Marketing. Authored by : John Burnett. Provided by : Global Text. Located at : http://solr.bccampus.ca:8001/bcc/file/ddbe3343-9796-4801-a0cb-7af7b02e3191/1/Core%20Concepts%20of%20Marketing.pdf . License : CC BY: Attribution
• Urban life (Version 2.0). Authored by : Ian D. Keating. Located at : https://www.flickr.com/photos/ian-arlett/19313315520/ . License : CC BY: Attribution

FAC Number: 2024-05 Effective Date: 05/22/2024

Part 10 - Market Research

10.000 scope of part., 10.001 policy., 10.002 procedures., 10.003 contract clause..

This part prescribes policies and procedures for conducting market research to arrive at the most suitable approach to acquiring, distributing, and supporting supplies and services. This part implements the requirements of 41 U.S.C. 3306(a)(1) , 41 U.S. C. 3307 , 10 U.S.C. 3453 , and 6 U. S.C. 796 .

(a) Agencies shall —

(1) Ensure that legitimate needs are identified and trade-offs evaluated to acquire items that meet those needs;

(2) Conduct market research appropriate to the circumstances–

(i) Before developing new requirements documents for an acquisition by that agency;

(ii) Before soliciting offers for acquisitions with an estimated value in excess of the simplified acquisition threshold ;

(iii) Before soliciting offers for acquisitions with an estimated value less than the simplified acquisition threshold when adequate information is not available and the circumstances justify its cost;

(iv) Before soliciting offers for acquisitions that could lead to consolidation or bundling ( 15 U.S.C.644(e)(2)(A) ) and 15 U.S.C. 657q );

(v) Before awarding a task or delivery order under an indefinite-delivery/indefinite-quantity (ID/IQ) contract ( e.g. , GWACs, MACs) for other than a commercial product or commercial service in excess of the simplified acquisition threshold ( 10 U.S.C. 3453(c) ); and

(vi) On an ongoing basis, take advantage (to the maximum extent practicable) of commercially available market research methods in order to effectively identify the capabilities of small businesses and new entrants into Federal contracting that are available in the marketplace for meeting the requirements of the agency in furtherance of-

(A) A contingency operation or defense against or recovery from cyber, nuclear, biological, chemical, or radiological attack; and

(B) Disaster relief to include debris removal, distribution of supplies , reconstruction, and other disaster or emergency relief activities (See 26.205 ); and

(3) Use the results of market research to–

(i) Determine if sources capable of satisfying the agency’s requirements exist;

(ii) Determine if commercial products or commercial services , or, to the extent commercial products suitable to meet the agency’s needs are not available, nondevelopmental items are available that-

(A) Meet the agency’s requirements;

(B) Could be modified to meet the agency’s requirements; or

(C) Could meet the agency’s requirements if those requirements were modified to a reasonable extent;

(iii) Determine the extent to which commercial products , or nondevelopmental items could be incorporated at the component level;

(iv) Determine the practices of firms engaged in producing, distributing, and supporting commercial products or commercial services , such as type of contract, terms for warranties , buyer financing, maintenance and packaging, and marking;

(v) Ensure maximum practicable use of sustainable products and services (as defined in 2.101 ) in accordance with subpart  23.1 ;

(vi) Determine whether consolidation is necessary and justified (see 7.107-2 ) ( 15 U.S.C. 657q );

(vii) Determine whether bundling is necessary and justified (see 7.107-3 ) ( 15 U.S.C.644(e)(2)(A) );

(viii) Determine whether the acquisition should utilize any of the small business programs in accordance with part  19 ; and

(ix) Assess the availability of supplies or services that meet all or part of the applicable information and communication technology accessibility standards at 36 CFR 1194.1 (see subpart  39.2 ).

(b) When conducting market research , agencies should not request potential sources to submit more than the minimum information necessary.

(c) If an agency contemplates consolidation or bundling , the agency—

(1) When performing market research , should consult with the agency small business specialist and the local Small Business Administration procurement center representative (PCR). If a PCR is not assigned, see 19.402 (a); and

(2) Shall notify any affected incumbent small business concerns of the Government's intention to bundle the requirement and how small business concerns may contact the appropriate Small Business Administration procurement center representative (see 7.107-5 (a)).

(d) See 10.003 for the requirement for a prime contractor to perform market research in contracts in excess of $6 million, other than contracts for the acquisition of commercial products or commercial services (section 826 of Pub. L. 110-181).

(a) Acquisitions begin with a description of the Government’s needs stated in terms sufficient to allow conduct of market research .

(b) Market research is then conducted to determine if commercial products , commercial services , or nondevelopmental items are available to meet the Government’s needs or could be modified to meet the Government’s needs.

(1) The extent of market research will vary, depending on such factors as urgency, estimated dollar value, complexity, and past experience. The contracting officer may use market research conducted within 18 months before the award of any task or delivery order if the information is still current, accurate, and relevant. Market research involves obtaining information specific to the product or service being acquired and should include-

(i) Whether the Government’s needs can be met by-

(A) Products or services of a type customarily available in the commercial marketplace;

(B) Products or services of a type customarily available in the commercial marketplace with modifications; or

(C) Products or services used exclusively for governmental purposes;

(ii) Customary practices regarding customizing, modifying or tailoring of products or services to meet customer needs and associated costs;

(iii) Customary practices, including warranty , buyer financing, discounts, contract type considering the nature and risk associated with the requirement, etc., under which commercial sales of the products or services are made;

(iv) The requirements of any laws and regulations unique to the item being acquired;

(v) The availability of items that contain recovered materials and items that are energy efficient;

(vi) The distribution and support capabilities of potential suppliers, including alternative arrangements and cost estimates; and

(vii) Whether the Government's needs can be met by small business concerns that will likely submit a competitive offer at fair market prices (see part  19 ).

(2) Techniques for conducting market research may include any or all of the following:

(i) Contacting knowledgeable individuals in Government and industry regarding market capabilities to meet requirements.

(ii) Reviewing the results of recent market research undertaken to meet similar or identical requirements.

(iii) Publishing formal requests for information in appropriate technical or scientific journals or business publications.

(iv) Querying the Governmentwide database of contracts and other procurement instruments intended for use by multiple agencies available at https://www.contractdirectory.gov/contractdirectory/ and other Government and commercial databases that provide information relevant to agency acquisitions .

(v) Participating in interactive, on-line communication among industry, acquisition personnel, and customers.

(vi) Obtaining source lists of similar items from other contracting activities or agencies, trade associations or other sources.

(vii) Reviewing catalogs and other generally available product literature published by manufacturers, distributors, and dealers or available on-line.

(viii) Conducting interchange meetings or holding presolicitation conferences to involve potential offerors early in the acquisition process.

(ix) Reviewing systems such as the System for Award Management , the Federal Procurement Data System, and the Small Business Administration's Dynamic Small Business Search.

(c) If market research indicates commercial products , commercial services , or nondevelopmental items might not be available to satisfy agency needs, agencies shall reevaluate the need in accordance with 10.001 (a)(3)(ii) and determine whether the need can be restated to permit commercial products , commercial services , or nondevelopmental items to satisfy the agency’s needs.

(1) If market research establishes that the Government’s need may be met by a type of product or service customarily available in the commercial marketplace that would meet the definition of a commercial product or commercial service at subpart  2.1 , the contracting officer shall solicit and award any resultant contract using the policies and procedures in part  12 .

(2) If market research establishes that the Government’s need cannot be met by a type of item or service customarily available in the marketplace, part  12 shall not be used. When publication of the notice at 5.201 is required, the contracting officer shall include a notice to prospective offerors that the Government does not intend to use part  12 for the acquisition .

(e) The head of the agency shall document the results of market research in a manner appropriate to the size and complexity of the acquisition .

The contracting officer shall insert the clause at 52.210-1 , Market Research , in solicitations and contracts over $6 million, other than solicitations and contracts for the acquisition of commercial products or commercial services .

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Market Research as a Service

A value-added service at no additional cost.

MRAS delivers meaningful market data to federal, state, and local agencies. Through FAR Part 10 compliant requests for information, sources sought, industry days, and advanced product research, MRAS collects data to help customers understand where their need fits within the GSA government-wide marketplace.

Watch a video to learn more about Market Research As a Service .

Explore our offerings

MRAS provides automated RFIs and Sources Sought for services and advanced GSA Advantage product searches.

• Request for Information (RFI) with Market Research Report  — Request an RFI to understand GSA contracts and industry capabilities with a market report.
• Product Research Request  — Search up to 20,000 products on GSA Advantage and receive a market report.
• MRAS Report Archives - COMING SOON! Search thousands of previous market research reports to research your requirement (OMB Max Login required).

Request for information with market research report

Develop customized RFIs that strategically target GSA contract holders on GSA eBuy, resulting in a robust market research analysis report showing all responses received, in as little as 1-2 weeks, depending on the requirement. Within 24 hours of receiving your request, we work directly with agency POCs to review a draft RFI developed from information provided, and work side-by-side with customers to further refine the RFI until it is ready to be posted on GSA eBuy.

After the RFI closes, a Market Research Report is designed specifically to see how the GSA market can meet technical requirements and mission needs provided. Market Research Reports are designed to facilitate completing Small Business Office review forms, developing Acquisition Plans, and assisting in formulating an overall acquisition strategy.

Begin your RFI or product market research request .

What to expect in the MRAS process

• Customer submits a request for an RFI
• Collaborate with us and develop RFI
• Customer approves and engages industry
• RFI closes and you get a market report
• Consult with us

The total estimated time is one day to two weeks, depending on the requirement.

MRAS provides each customer with a unique, comprehensive, and easy-to-understand report. The report analyzes industry partner data related to the customers' needs, which gives an understanding of the results expected under the markets researched. The Market Research Report includes socio-economic, technical, capabilities, and comprehensive business information so agencies can complete their Acquisition Planning and Small Business strategies and requirements and estimate documents.

Training and events

Mras customer training on effective market research (for federal, military, state, and local).

Attention all public sector employees in the contracting and acquisition career field! In GSA's Market Research As a Service Customer Training: Effective Market Research (Fed/Military), you'll learn the importance of market research, how and when to conduct it, and how to get the best results by making your data collection methods more efficient.

You'll also delve into the regulatory nature of FAR Part 10 and how it ties into other decisions such as acquisition planning, small business set-asides, commercial items, and contract type selection.

This course includes real-life scenarios, expert instructors, and tools from GSA's market research as a service. Take this opportunity to enhance your market research skills and advance your career. This is a one-CLP credit course.

Register Today

MRAS industry training

As an industry partner, you can provide valuable market research data to inform the purchasing decisions of GSA customers. Participating in our research allows you to showcase your products and services to potential buyers and play a key role in helping government agencies make informed and efficient purchasing decisions.

But why choose our MRAS over traditional market research methods? Our research is 100 times easier and efficient, making it a great business development activity for your company. Plus, by participating in MRAS, you can reach a wider audience of government buyers and increase your visibility in the market.

We offer monthly industry training seminars to help you get started and make the most of your participation in MRAS. CLPs are not issued for these webinars.

MRAS in the news

• Listen to the FAS Focus: Deep Dive podcast episode as we discuss GSA’s Market Research As a Service with Kevan Kivlan, Director, Customer & Stakeholder Engagements New England & FAS MRAS Program Office: https://twitter.com/i/status/150-165-6591321518081
• January 2022: MRAS Pushes Billions in Business to the GSA Schedule
• June 2021: MRAS Webinars Show Industry How To Work Smarter Not Harder

What our customers say

“Utilizing this resource is a great way to leverage the hard work put into establishing these contracts and provide a great benefit to the Government as a whole by simplifying the already complex process of federal acquisition. The benefit of conducting this market research gives a PCO the ability to see if there's a more expedient or cost-effective way to support their mission partner's needs. Often contracting is known as a slow and drawn-out process, and while it can be, this free tool is fast and gives a great snapshot as to what alternatives are available. MRAS is a great tool in a PCO's toolkit to have and one that should not be overlooked.”

— Capt. Jeremy A. Deorsey, Massachusetts Army National Guard

MRAS background

What MRAS is: MRAS helps customers by collecting and providing industry partner information specific to Agency needs. MRAS conducts Requests for Information, Sources Sought, and advanced product searches to help Agencies compile business, socio-economic, and technical data. Additionally, MRAS helps provide feedback from industry about Agency requirements documents, industry trends, best practices, and the best GSA contract and NAICs for their acquisition.

Cost: MRAS is a market research service GSA provides to all federal, state, and local agencies at no cost.

How to submit your market research request: Please reach out to your agency POC  so they can walk you through the MRAS process and determine the best MRAS service for your requirement. You can then fill out the MRAS Service Request Form .

For industry partners that need help with a survey

Please fill out the Industry Help Request Form .

Still have questions?

Contact your agency POC or email the MRAS team at [email protected] .

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No results could be found for the location you've entered.

Rates for Alaska, Hawaii, U.S. Territories and Possessions are set by the Department of Defense .

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Rates are available between 10/1/2021 and 09/30/2024.

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The Defense Acquisition Encyclopedia

Contracts & Legal

A Request for Information (RFI) is a standard business process whose purpose is to collect written information about the capabilities of various suppliers. It is often used in market research as a solicitation sent to a broad base of potential suppliers for conditioning suppliers’ minds, developing strategy, and building a database for an upcoming contract competition. An RFI should be used when there are a lot of potential suppliers and you do not have the information you need about them.

Definition: A Request for Information (RFI) is a solicitation document used for market research to obtain general information from suppliers about their products, services, and capabilities.

Purpose of a Request for Information (RFI)

The purpose of an RFI is to get written information about the capabilities of different suppliers and prepare suppliers for an upcoming contract competition by establishing a strategy and building a database.

Benefits of a Request for Information (RFI)

• Information is gathered in a formal, structured, and comparable way.
• Suppliers understand that there is a competition going on.
• You show that you try to act without a prejudice or with a preferred supplier.
• You get a formal reply from the suppliers
• Answer questions regarding need
• Learn about past performance

The Request for Information (RFI) in the Solicitation Process

A Request for Information is primarily used in solicitation Phase 1: Planning for Procurement to conduct Market Research .  Market research is conducted to determine the availability of commercial products and services and to identify and evaluate market practices. It’s a continuous process of finding viable sources of goods and services to meet government requirements and is mandated for all acquisition programs.

An RFIs are, therefore, seldom the final stage and are instead often used in combination with the following for a contract solicitation:

• Request for Proposal (RFP) ,
• Request for Technical Proposal (RTP)
• Request for Tender (RFT)
• Request for Quotation (RFQ) .

How to Write a Request for Information (RFI)

Template: request for information (rfi) template.

The key to writing a good Request for Information is to start with the information you want to obtain from suppliers. To do this, ensure all key stakeholders have agreed to the goals and objectives and the requirements have been defined. Writing an RFI follows the same steps as writing any key document, including a Request for Proposal (RFP).

• Step 1: Form the Team: The most important step is gathering the most knowledgeable and effective team members to write the RFI. The key players include the Program Manager (PM), Program Contracting Officer (PCO), and the RFI Manager responsible for executing the development process.
• Step 2: Develop Plan: A plan should address how the RFI Content (See Below for Government RFI Content) should be developed and the main goals to achieve.  An effective plan that gives a timeline on when items are due and roles and responsibilities to all proposal team members.
• Step 3: Develop the Outline: It is best to use a template because this will ensure all content will be included in the RFI.
• Step 4: Prepare the Draft: The first rough draft is prepared by team members and reviewed by the Program Manager and Stakeholders to ensure it will obtain all the information needed for suppliers and help satisfy market research requirements.
• Step 5: Finalize RFI: The Final RFI is prepared for team members and submitted to the Program Manager.
• Step 6: Submit to Industry: The RFI is then submitted to the industry. In the government, the RFI would be submitted to the System of Awards Management (SAM)

Request for Information (RFI) Structure

The structure of the RFI should be based on what the sender needs. One of the main goals of the RFI is to be able to evaluate several vendors quickly. This should be considered when making templates for information requests and responses. Ensure clear instructions for answering and giving in a certain way or order. The RFI should also be written to make it clear and easy for a vendor to answer. So, once the RFI is written, a company should ensure it is clear and to the point. How an RFI is made will depend on what kind of business it is for. A simple RFI, on the other hand, will be four or five pages long and have the following parts:

• Overview: you should describe the organization’s goals and objectives, including short-term and long-term ones. This is where you should put basic information, like a brief description of the group making the request. By the end of this section, the vendor should know who the company is and that this document is an RFI.
• Information Requested: should include the information that was asked for. This part should explain what information is needed from the vendor, such as when it needs to be delivered and how it needs to work. This part shouldn’t go into too much detail, but it should be clear what basic information is needed from the vendor. At the end of this part, a vendor should have enough information to answer.
• How to Answer: In the section on what is expected of the answer, you should explain what is expected of the response. This should explain how and when to react and the evaluation criteria. Both the RFI and the answer to the RFI can be sent electronically, like by email. This part should have a format, like a pre-made template, that the vendor can use to respond to any requests for information. This step will make it easy to compare the answers of different vendors in the future.
• Clarifications and Updates: should come at the end and point out any last-minute details that haven’t been discussed yet. You can explain what information is not being asked for in this part.

What is Contained in a Government Request for Information (RFI)

• Confidentiality
• Introduction and Purpose of the RFI
• Abbreviation and terminology
• How to deliver the answer
• Timeframe Background description of what is requested
• Of [your company]
• Of the context in which the product or service will be used
• Statement of need
• Requirements
• Qualifications
• Conditions that will be terms for future RFPs or RFQs
• Form to fill in as an answer to the RFI
• Clarification and Updates

Best Practices of a Well-Written Request for Information (RFI)

Any RFI developer’s goal is to ensure they obtain the information they seek to help in decision-making. Below is a list of key elements that will help see if the RFI you have developed will achieve this:

• Does it request the information that is needed from suppliers
• Will it be easy to compare the information obtained
• Is there a clear format for the response
• Is there a timeframe presented
• Did you inform the supplier what the information will be used for (This will encourage them to respond)
• Is there an adequate response time
• Only request the information that is needed

Responding to a Request for Information (RFI)

When a company sends an RFI to a vendor, the vendor will send back an RFI response. The vendor must ensure that all of the questions in the RFI are answered clearly and accurately. If you don’t know what to say, it’s best to say so. The answers you give will help the sender more if they are correct.

A vendor will most likely use a response management platform to answer RFIs. Also, the people who use the management platform will likely have a library of answers they can use to give faster and more accurate answers. The whole process of responding can happen online. For example, you could upload scanned documents through email. A hard copy of the answer could also be sent.

The Difference Between a Request for Information (RFI), Request for Proposal (RFP), and Request for Quotation (RFQ)

A Request for Information (RFI) is used to gather information from suppliers, whereas a Request for Proposal (RFP) is used to solicit proposals from suppliers for a possible contract. A Request For Quotation (RFQ) is a method where an acquiring organization solicits bids and price quotes from suppliers and contractors for a project or task.

AcqNotes Tutorial

AcqLinks and Reference:

• Request for Information Template
• Request for Information Example

Updated: 2/26/2024

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Phoenix aiming for high-rise with affordable housing on downtown site

Phoenix is seeking proposals for developers to create a high-rise development on city-owned land downtown, with a goal of adding affordable housing.

The city is looking to lease about 1.5 acres of land near First and McKinley streets to a developer, according to a request for proposals released by the city.

Developers who are interested must submit a proposal that includes a lease term, and a plan for a mostly residential project on the site.

The project must be at least 10 stories tall. At least 10% of the units must be designated for affordable housing and another 10% must be designated for workforce housing, according to the request. The affordable units will be required to have a restrictive covenant for a period of 40 years.

Affordable, workforce housing requires

The designated affordable units must be priced so they are affordable to those earning under 80% of the area median income. According to the U.S. Department of Housing and Urban Development, a couple earning up to $65,800 per year would be earning at or below 80% of the area median income. A single person earning up to $57,600 per year would qualify.

Housing is generally considered affordable if a person does not spend more than one-third of his or her monthly income on it.

The “workforce units” must be priced so they are affordable to people earning between 80% and 120% of the area median income.

The remainder of the units can be “market rate” meaning there is no pricing restriction for the rents.

According to the request, the ground floor of the project should be commercial or civic space, with spaces to accommodate small business or other public-facing uses.

Proposals from developers interested in building on the site are due July 9, and a developer is expected to be chosen for the project in December.

City has sought high-rise projects on other sites

Phoenix has encouraged high-rise development on city-owned sites before. In late 2023 the city issued a request for proposals for a 0.4-acre site on Second Street north of Roosevelt Street .

That request also required developers to set aside 20% of the units for affordable or workforce housing.

Central Station, which is under construction on Central Avenue and Van Buren Street , is a city-owned site that the developer is leasing for a 99-year term.

That project, which includes two residential towers, one reaching 32 stories, will begin to open this year, with the second tower opening in 2025 or 2026, project leaders said in October. The Central Station development will include about 70,000 square feet of office space, with ground-floor retail and restaurants.

Reach the reporter at  [email protected] . Follow her on X, formerly Twitter  @CorinaVanek .

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1. General elections have a number of implications for the work of departments and civil servants. These arise from the special character of government business during an election campaign, and from the need to maintain, and be seen to maintain, the impartiality of the Civil Service, and to avoid any criticism of an inappropriate use of official resources. This guidance takes effect from 00:01 on 25 May 2024 at which point the ‘election period’ begins. The Prime Minister will write separately to Ministers advising them of the need to adhere to this guidance and to uphold the impartiality of the Civil Service. 

2. This guidance applies to all UK civil servants, and the board members and staff of Non-Departmental Public Bodies (NDPBs) and other arms’ length bodies.  

General Principles 

3. During the election period, the Government retains its responsibility to govern, and Ministers remain in charge of their departments. Essential business (which includes routine business necessary to ensure the continued smooth functioning of government and public services) must be allowed to continue. However, it is customary for Ministers to observe discretion in initiating any new action of a continuing or long term character. Decisions on matters of policy on which a new government might be expected to want the opportunity to take a different view from the present government should be postponed until after the election, provided that such postponement would not be detrimental to the national interest or wasteful of public money.   

4. Advice on handling such issues is set out in this guidance. This guidance will not cover every eventuality, but the principles should be applied to the particular circumstances.  

5. The principles underlying the conduct of civil servants in a general election are an extension of those that apply at all times, as set out in the Civil Service Code

• The basic principle for civil servants is not to undertake any activity that could call into question their political impartiality or that could give rise to criticism that public resources are being used for party political purposes. This principle applies to all staff working in departments.  
• Departmental and NDPB activity should not be seen to compete with the election campaign for public attention. The principles and conventions set out in this guidance also apply to public bodies.  
• It is also a requirement of the Ministerial Code that Ministers must not use government resources for party political purposes and must uphold the political impartiality of the Civil Service.  

Election queries 

6. For any detailed queries on this guidance, or other questions, officials should in the first instance seek guidance from their line management chain, and, where necessary, escalate to their Permanent Secretary who may consult the Cabinet Secretary, or the Propriety and Ethics Team in the Cabinet Office. 

7. The Propriety and Ethics Team handle general queries relating to conduct during the election period, provide advice on the handling of enquiries and any necessary co-ordination where enquiries raise issues that affect a number of departments (through their Permanent Secretary). 

8. In dealing with queries, the Propriety and Ethics Team will function most effectively if it is in touch with relevant developments in departments. 

Departments should therefore: 

• draw to their attention, for advice or information, any approach or exchange that raises issues that are likely to be of interest to other departments; and 
• seek advice before a Minister makes a significant Ministerial statement during the election period. 

Section A: Enquiries, Briefing, Requests for Information and attending events 

1. This note gives guidance on: 

• the handling by departments and agencies of requests for information and other enquiries during a general election campaign; 
• briefing of Ministers during the election period;  
• the handling of constituency letters received from Members of Parliament before dissolution, and of similar letters from parliamentary candidates during the campaign; and 
• the handling of FOI requests. 

2. At a general election, the government of the day is expected to defend its policies to the electorate. By convention, the governing party is entitled to check with departments that statements made on its behalf are factually correct and consistent with government policy. As at all times, however, government departments and their staff must not engage in, or appear to engage in, party politics or be used for party ends. They should provide consistent factual information on request to candidates of all parties, as well as to organisations and members of the public, and should in all instances avoid becoming involved or appearing to become involved, in a partisan way, in election issues. 

Requests for Factual Information 

3. Departments and agencies should provide any parliamentary candidate, organisation or member of the public with information in accordance with the Freedom of Information Act 2000. Local and regional offices should deal similarly with straightforward enquiries, referring doubtful cases through their line management chain and, where necessary to their Permanent Secretary for decision. 

4. Other requests for information will range from enquiries about existing government policy that are essentially factual in nature, to requests for justification and comment on existing government policy. All requests for information held by departments must be dealt with in accordance with the requirements of the Freedom of Information Act 2000. The handling of press enquiries is covered in Section I.  

5. Where the enquiry concerns the day-to-day management of a non-ministerial department or executive agency and the chief executive would normally reply, he or she should do so in the usual way, taking special care to avoid becoming involved in any matters of political controversy. 

6. Enquiries concerning policies newly announced in a party manifesto or for a comparison of the policies of different parties are for the political party concerned. Civil servants should not provide any assistance on these matters. See also paragraph 14.  

7. Officials should draft replies, whether for official or Ministerial signature, with particular care to avoid party political controversy, especially criticism of the policies of other parties. Ministers may decide to amend draft replies to include a party political context. Where this is the case, Ministers should be advised to issue the letter on party notepaper. The guiding principle is whether the use of departmental resources, including headed paper, would be a proper use of public funds for governmental as opposed to party political purposes, and could be defended as such. 

Speed of Response 

8. The circumstances of a general election demand the greatest speed in dealing with enquiries. In particular, the aim should be to answer enquiries from parliamentary candidates or from any of the political parties’ headquarters within 24 hours. All candidates should be treated equally. 

9. Where a request will take longer to deal with, the requester should be advised of this as he/she may wish to submit a refined request. 

FOI requests 

10. Requests that would normally be covered by the Freedom of Information Act (FOIA) must be handled in accordance with the requirements of the Act and the deadlines set therein. Where the application of the public interest balance requires more time, that is permitted under the Act but there is no general power to defer a decision.   

11. Where a request needs to be considered under FOIA it will not normally be possible to get back to the parliamentary candidate, or others, within 24 hours and he or she should be advised of this as they may wish to submit a request more in line with paragraph 8 above. 

Role of Ministers in FOIA decisions 

12. Ministers have a number of statutory functions in relation to requests for information. They are the qualified person for the purpose of using section 36 of the FOI Act for their departments. During the general election period, Ministers will be expected to carry out these functions.  

13. Where there is any doubt, requests should be referred to the FOI Policy team in the Cabinet Office. 

Briefing and Support for Ministers 

14. Ministers continue to be in charge of departments. It is reasonable for departments to continue to provide support for any necessary governmental functions, and receive any policy advice or factual briefing necessary to resolve issues that cannot be deferred until after the election. 

15. Departments can check statements for factual accuracy and consistency with established government policy. Officials should not, however, be asked to devise new arguments or cost policies for use in the election campaign. Departments should not undertake costings or analysis of Opposition policies during the election period.  

Officials attending public or stakeholder events 

16. Officials should decline invitations to events where they may be asked to respond on questions about future government policy or on matters of public controversy. 

Constituency Correspondence 

17. During the election period, replies to constituency letters received from Members of Parliament before the dissolution, or to similar letters from parliamentary candidates, should take into account the fact that if they become public knowledge they will do so in the more politically-charged atmosphere of an election and are more likely to become the subject of political comment. Outstanding correspondence should be cleared quickly. Letters may be sent to former MPs at the House of Commons after dissolution, to be picked up or forwarded. Departments and agencies whose staff routinely deal directly with MPs’ enquiries should ensure that their regional and local offices get early guidance on dealing with questions from parliamentary candidates. Such guidance should reflect the following points: 

a. Once Parliament is dissolved, a Member of Parliament’s constitutional right to represent his or her constituents’ grievances to government disappears, and all candidates for the election are on an equal footing. This doctrine should be applied in a reasonable way. In general, replies should be sent by Ministers to constituency letters that were written by MPs before dissolution. Where there is a pressing need for Ministers to reply to letters on constituency matters written after the dissolution by former Members, this should be handled in a way that avoids any preferential treatment or the appearance of preferential treatment between letters from the governing party and those from other candidates. It will normally be appropriate to send a Private Secretary reply to letters on constituency matters from prospective parliamentary candidates who were not Members before the dissolution. 

b. The main consideration must be to ensure that the citizen’s interests are not prejudiced. But it is possible that a personal case may become politically controversial during the election period. Departments should therefore make particular efforts to ensure, so far as possible, that letters are factual, straightforward and give no room for misrepresentation. 

c. Replies to constituency correspondence to be sent after polling day should, where there has been a change of MP, normally be sent direct to the constituent concerned. It should be left to the constituent to decide whether or not to copy the letter to any new MP. Where there is no change in MP, correspondence should be returned to the MP in the normal way.

Section B: Special Advisers 

1. Special Advisers must agree with the Cabinet Office the termination of their contracts  on or before 30 May (except for a small number of Special Advisers who may remain in post, where the express agreement of their appointing Minister and the Prime Minister to continue in post has been given).     

2. An exception to this is where a Special Adviser has been publicly identified as a candidate or prospective candidate for election to the UK Parliament, in which case they must instead resign at the start of the short campaign period ahead of the election. 

3. Special Advisers who leave government for any reason will no longer have preferential access to papers and officials. Any request for advice from a former Special Adviser will be treated in the same way as requests from other members of the public.  

4. On leaving government, Special Advisers should return all departmental property e.g. mobile phones, remote access and other IT equipment. Special Advisers may leave a voicemail message or out of office reply on departmental IT with forwarding contact details.  

5. Special Advisers receive severance pay when their appointment is terminated, but not where they resign. Severance pay for Special Advisers is taxable as normal income and will be paid as a lump sum. The amount an individual is entitled to will be determined by their length of service as set out in the Model Contract for Special Advisers. Special Advisers are required to agree that if they are reappointed, they will repay any amount above that which they would have been paid in salary had they remained in post. Any excess severance will be reclaimed automatically through payroll on reappointment.  

6. If the Prime Minister agrees exceptionally that a Special Adviser should remain in post during the election period, their appointment will be automatically terminated the day after polling day. In those cases, Special Advisers may continue to give advice on government business to their Ministers as before. They must continue to adhere to the requirements of the Code of Conduct for Special Advisers and may not take any public part in the campaign. Section A is also relevant in relation to the commissioning of briefing. 

7. Different arrangements can be made for Special Advisers on, or about to begin, maternity leave when a UK general election is called. These arrangements are set out in the Maternity Policy for Special Advisers, and Special Adviser HR are best placed to advise on specific circumstances.

8. If there is no change of government following the election, a Special Adviser may be reappointed. The Prime Minister’s approval will be required before any commitments are made, and a new contract issued, including for any advisers who have stayed in post.

Section C: Contacts with the Opposition Party 

1. The Prime Minister has authorised pre-election contact between the main opposition parties and Permanent Secretaries from 11 January 2024. These contacts are strictly confidential and are designed to allow Opposition spokespeople to inform themselves of factual questions of departmental organisation and to inform civil servants of any organisational or policy changes likely in the event of a change of government.  

2. Separate guidance on handling such contacts is set out in the Cabinet Manual.

Section D: Contact with Select Committees 

1. House of Commons Select Committees set up by Standing Order continue in existence, technically, until that Standing Order is amended or rescinded. In practice, when Parliament is dissolved pending a general election, membership of committees lapses and work on their inquiries ceases.  

2. House of Lords Select Committees are not set up by Standing Orders and technically cease to exist at the end of each session. 

3. The point of contact for departments continues to be the Committee Clerk who remains in post to process the basic administrative work of the committee (and prepare for the re-establishment of the Committee in the next Parliament).  

4. Departments should continue to work, on a contingency basis, on any outstanding evidence requested by the outgoing committee and on any outstanding government responses to committee reports. It will be for any newly-appointed Ministers to approve the content of any response. It will be for the newly-appointed committee to decide whether to continue with its predecessor committee’s inquiries and for the incoming administration to review the terms of draft responses before submitting to the newly appointed committee. 

5. It is for the newly-appointed committee to decide whether to publish government responses to its predecessor reports. There may be some delay before the committee is reconstituted, and an incoming government may well wish to publish such responses itself by means of a Command Paper. In this event, the department should consult the Clerk of the Committee before publication of the report response.

Section E: Political Activities of Civil Servants 

1. Permanent Secretaries will wish to remind staff of the general rules governing national political activities. These are set out in the Civil Service Management Code and departmental staff handbooks. 

2. For this purpose, the Civil Service is divided into three groups: 

a. the “politically free” – industrial and non-office grades; 

b. the “politically restricted” – members of the Senior Civil Service, civil servants in Grades 6 and 7 (or equivalent) and members of the Fast Stream Development Programme; and

c. civil servants outside the “politically free” and “politically restricted” groups  

3. Civil servants on secondment to outside organisations (or who are on any form of paid or unpaid leave) remain civil servants and the rules relating to political activity continue to apply to them. Departments should seek to contact individuals on secondment outside the civil service to remind them of this. Individuals seconded into the Civil Service are also covered by these rules for the duration of their appointment. 

Civil Servants Standing for Parliament  

4. All civil servants are disqualified from election to Parliament (House of Commons Disqualification Act 1975) and must resign from the Civil Service before standing for election. Individuals must resign from the Civil Service on their formal adoption as a prospective parliamentary candidate, and must complete their last day of service before their adoption papers are completed. If the adoption process does not reasonably allow for the individual to give full notice, departments and agencies may at their discretion pay an amount equivalent to the period of notice that would normally be given. 

Other Political Activity 

5. “Politically restricted” civil servants are prohibited from any participation in national political activities.  

6. All other civil servants may engage in national political activities with the permission of the department, which may be subject to certain conditions.  

7. Where, on a case by case basis, permission is given by departments, civil servants must still act in accordance with the requirements of the Civil Service Code, including ensuring that they meet the Code’s values and standards of behaviour about impartiality and political impartiality. Notwithstanding any permission to engage in national political activities, they must ensure that their actions (and the perception of those actions) are compatible with the requirements to: 

• serve the government, whatever its political persuasion, to the best of their ability in a way which maintains political impartiality and is in line with the requirements of the Code, no matter what their own political beliefs are; and 
• act in a way which deserves and retains the confidence of ministers, while at the same time ensuring that they will be able to establish the same relationship with those whom they may be required to serve in some future government. 

Reinstatement 

8. Departments and agencies must reinstate former civil servants who have resigned from “politically free” posts to stand for election and whose candidature has proved unsuccessful, provided they apply within a week of declaration day.  

9. Departments and agencies have discretion to reinstate all other former civil servants who have resigned to stand for election and whose candidature has proved unsuccessful. Former civil servants in this category seeking reinstatement should apply within a week of declaration day if they are not elected. Departments are encouraged to consider all applications sympathetically and on their merits. For some individuals, it may not be possible to post them back to their former area of employment because, for instance, of the sensitivity of their work and/or because their previous job is no longer vacant. In these cases, every effort should be made to post these staff to other areas rather than reject their applications.

Section F: Cabinet and Official Documents 

1. In order to enable Ministers to fulfil their continuing responsibilities as members of the Government during the election period, departments should retain the Cabinet documents issued to them. Cabinet documents refers to all papers, minutes and supplementary materials relating to Cabinet and its committees. This is applicable to meetings of and correspondence to Cabinet and its committees. 

2. If there is no change of government after the election, Ministers who leave office or who move to another Ministerial position must surrender any Cabinet or Cabinet committee papers or minutes (including electronic copies) and they should be retained in the department in line with guidance issued by the Cabinet Office.  Ministers who leave office or move to another Ministerial position should also not remove or destroy papers that are the responsibility of their former department: that is, those papers that are not personal, party or constituency papers. 

3. If a new government is formed, all Cabinet and Cabinet committee documents issued to Ministers should be destroyed. Clearly no instructions can be given to this effect until the result of the election is known, but Permanent Secretaries may wish to alert the relevant Private Secretaries.  

4. The conventions regarding the access by Ministers and Special Advisers to papers of a previous Administration are explained in more detail in the Cabinet Manual. Further guidance to departments will be issued by the Cabinet Office once the outcome of the election is known.  

5. More detailed guidance on managing records in the event of a change of administration will be held by your Departmental Records Officer. The Head of Public Records and Archives in the Cabinet Office can also provide further advice and written guidance can be found here: 

Guidance management of private office information and records

Section G: Government Decisions 

1. During an election campaign the Government retains its responsibility to govern and Ministers remain in charge of their departments. Essential business (including routine business necessary to ensure the continued smooth functioning of government and public services) must be carried on. Cabinet committees are not expected to meet during the election period, nor are they expected to consider issues by correspondence. However there may be exceptional circumstances under which a collective decision of Ministers is required. If something requires collective agreement and cannot wait until after the General Election, the Cabinet Secretary should be consulted.  

2. However, it is customary for Ministers to observe discretion in initiating any action of a continuing or long term character. Decisions on matters of policy, and other issues such as large and/or contentious commercial contracts, on which a new government might be expected to want the opportunity to take a different view from the present government, should be postponed until after the election, provided that such postponement would not be detrimental to the national interest or wasteful of public money. 

Statutory Instruments 

3. The principles outlined above apply to making statutory instruments. 

Departmental lawyers can advise in more detail, in conjunction with the Statutory Instrument Hub.  

4. The general principle that Ministers should observe discretion in initiating any new action of a continuing or long-term character applies to the making of commencement orders, which during the election period should be exceptional.  As is usual practice, statutory instruments are required to go through the Parliamentary Business and Legislation Committee process before they can be laid.

Section H: Public and Senior Civil Service Appointments

1. All appointments requiring approval by the Prime Minister, and other Civil Service and public appointments likely to prove sensitive (including those where Ministers have delegated decisions to officials or other authorities) should be frozen until after the election, except in exceptional circumstances (further detail below). This includes appointments where a candidate has already accepted a written offer (and the appointment has been announced before the election period), but where the individual is not due to take up post until after the election. The individual concerned should be told that the appointment will be subject to confirmation by the new Administration after the election. 

2. It is recognised that this may result in the cancellation (or delay) of an appointment by the new Administration, and that the relevant department could be vulnerable to legal action by a disappointed candidate. To reduce the risk of this, departments might wish to: 

• recommend to their Secretary of State the advisability of bringing forward or delaying key stages in the process, where an appointment would otherwise likely take effect just before or after an election; 
• issue a conditional offer letter, making it clear that the formal offer of the appointment will need to be confirmed by a new Administration. 

3. In cases where an appointment is due to end between dissolution and election day, and no announcement has been made concerning the new appointment, it will normally be possible for the post to be left vacant or the current term extended until incoming Ministers have been able to take a decision either about reappointment of the existing appointee or the appointment of a new person. This situation is also likely to apply to any appointments made by Letters Patent, or otherwise requiring royal approval, since it would not be appropriate to invite His Majesty to make a conditional appointment. 

4. In exceptional cases where it is not possible to apply these temporary arrangements and there is an essential need to make an appointment during the election period, departments may wish to advise their Ministers about consulting the Opposition before a final decision is taken. Departments should consult the Public Appointments Policy Team in the Cabinet Office. 

5. In the case of public and Senior Civil Service appointments, departments should delay the launch of any open competition during an election period, to give any incoming Administration the option of deciding whether to follow the existing approach.  

6. In those cases where an appointment is required to be made, it is acceptable, in the case of sensitive Senior Civil Service positions, to allow temporary promotion.  

Section I: Communication Activities during a General Election

1. The general principle governing communication activities during a general election is to do everything possible to avoid competition with parliamentary candidates for the attention of the public, and not to undertake any activity that could call into question civil servants’ political impartiality or that could give rise to criticism that public resources are being used for party political purposes. Special care must be taken during the course of an election since material produced with complete impartiality, which would be accepted as objective in ordinary times, may generate criticism during an election period when feelings are running high. All communication activity should be conducted in line with Government Communication Service (GCS) guidance on propriety and propriety in digital and social media .  

2. Departmental communications staff may properly continue to discharge their normal function during the election period, to the extent of providing factual explanation of current government policy, statements and decisions. They must be particularly careful not to become involved in a partisan way in election issues.  

3. During the election period, access to departmental briefing systems will be restricted to permanent civil servants who will produce briefing, and answer requests for information, in line with the principles set out in Section A of the election guidance. Any updating of lines to take should be confined to matters of fact and explanations of existing government policy in order to avoid criticism of serving, or appearing to serve, a party political purpose.  

News Media  

4. In response to questions departments should, where possible, provide factual information by reference to published material, including that on websites. Specific requests for unpublished material should be handled in accordance with the requirements of the Freedom of Information Act. 

5. Routine factual press notices may continue to be issued – for example statistics that are issued on a regular basis or reports of publicly-owned bodies, independent committees etc., which a department is required to publish. 

6. There would normally be no objection to issuing routine factual publications, for example health and safety advice, but these should be decided on a case by case basis, in consultation with the Director or Head of Communications, who should take account of the subject matter and the intended audience. A similar approach should apply to blogs and social media. 

7. Press releases and other material normally sent to Members of Parliament should cease at the point at which this guidance comes into effect. 

8. Statements that refer to the future intentions of the Government should not be handled by a department and should be treated as party political statements. Where a Minister considers it necessary to hold a governmental press conference to make clear the Government’s existing policies on a particular subject prior to the election, then his or her department should provide facilities and give guidance. Ultimately, each case must be judged on its merits, including consideration of whether an announcement needs to be made, in consultation with the Director or Head of Communications.  

9. The Propriety and Ethics Team in the Cabinet Office must be consulted before a Minister makes an official Ministerial statement during the election period. 

10. Statements or comments referring to the policies, commitments or perceived intentions of Opposition parties should not be handled by departments. 

Press Articles, Interviews, and Broadcasts and Webcasts by Ministers  

11. During the election period, arrangements for newspaper articles, interviews and broadcasts by Ministers, including online, will normally be made on the political network. Care should be taken by communications staff in arranging any press interviews for Ministers during this period because of the possibility that such interviews would have a strong political content. They should not arrange broadcasts through official channels unless they are satisfied there is a need to do so and that the Minister is speaking in a government, not party, capacity. 

Paid Media 

12. Advertising, including partnership and influencer marketing. New campaigns will in general be postponed and live campaigns will be paused (across all advertising and marketing channels). A very small number of campaigns (for example, relating to essential recruitment, or public health, such as blood and organ donation or health and safety) may be approved by the Permanent Secretary, in consultation with GCS and the Propriety and Ethics Team.

a. International activity. Where marketing is delivered outside the UK and targeting non-UK citizens, the campaign can continue during the election period, subject to Permanent Secretary approval and as long as consideration has been given to the potential for the campaign to garner interest within the UK and to reach UK diaspora. If continuing the campaign is likely to generate domestic interest, it should be paused.

b. Official radio ‘fillers’ will be reviewed and withdrawn unless essential.

13. Films, videos and photographs from departmental libraries or sources should not be made available for use by political parties.  

14. Printed material should not normally be given any fresh distribution in the United Kingdom during the election period, in order to avoid any competition with the flow of election material. The effect on departments that distribute posters and leaflets to the public is as follows: 

a. Posters. The normal display of existing posters on official premises may continue but efforts should not be made to seek display elsewhere. Specific requests by employers, trade unions etc for particular posters may, however, be met in the ordinary way. 

b. Leaflets. Small numbers of copies of leaflets may be issued on request to members of the public and to parliamentary candidates, in consultation with the Director or Head of Communications, who should take account of the subject matter and the intended audience. Bulk supplies should not be issued to any individuals or organisations without appropriate approval. 

c. Export promotion stories and case studies for overseas use may continue to be sought  in the UK but it must be made clear on each occasion that this information is needed for use abroad, and permission must be sought from the Permanent Secretary before proceeding. 

d. The use of public buildings for communication purposes is covered in Section L. 

15. Exhibitions. Official exhibitions on a contentious policy or proposal should not be kept open or opened during the election period. Official exhibitions that form part of a privately sponsored exhibition do not have to be withdrawn unless they are contentious, in which case they should be withdrawn. 

Social Media and Digital Channels 

16. Official websites and social media channels will be scrutinised closely by news media and political parties during the election period. All content must be managed in accordance with GCS propriety guidance.

Publishing content online  

17. Content Design: planning, writing and managing content guidance   should be consulted when publishing any online content.

18. Material that has already been published in accordance with the rules on propriety and that is part of the public domain record can stand. It may also be updated for factual accuracy, for example a change of address. However, while it can be referred to in handling media enquiries and signposting in response to enquiries from the public, nothing should be done to draw further attention to it. 

19. Updating the public with essential factual information may continue (e.g. transport delays) but social media and blogs that comment on government policies and proposals should not be updated for the duration of the election period.  

20. Ministers’ biographies and details of their responsibilities can remain on sites, no additions should be made. Social media profiles should not be updated during this period. 

21. Site maintenance and planned functional and technical development for existing sites can continue, but this should not involve new campaigns or extending existing campaigns.  

22. News sections of websites and blogs must comply with the advice on press releases. News tickers and other mechanisms should be discontinued for the election period. 

23. In the event of an emergency, digital channels can be used as part of Crisis Communication  activity in the normal way. 

Further Guidance 

24. In any case of doubt about the application of this guidance in a particular case, communications staff should consult their Director or Head of Communications in the first instance, then, if necessary, the Chief Executive, Government Communication Service, Chief Operating Officer, Government Communication Service, or the departmental Permanent Secretary who will liaise with the Propriety and Ethics Team in the Cabinet Office.

Section J: Guidance on Consultations during an election period 

1. In general, new public consultations should not be launched during the election period. If there are exceptional circumstances where launching a consultation is considered essential (for example, safeguarding public health), permission should be sought from the Propriety and Ethics Team in the Cabinet Office. 

2. If a consultation is on-going at the time this guidance comes into effect, it should continue as normal. However, departments should not take any steps during an election period that will compete with parliamentary candidates for the public’s attention. This effectively means a ban on publicity for those consultations that are still in process. 

3. As these restrictions may be detrimental to a consultation, departments are advised to decide on steps to make up for that deficiency while strictly observing the guidance. That can be done, for example, by: 

a. prolonging the consultation period; and 

b. putting out extra publicity for the consultation after the election in order to revive interest (following consultation with any new Minister). 

4. Some consultations, for instance those aimed solely at professional groups, and that carry no publicity, will not have the impact of those where a very public and wide-ranging consultation is required. Departments need, therefore, to take into account the circumstances of each consultation. Some may need no remedial action – but this is a practical rather than propriety question so long as departments observe the broader guidance here. 

5. During the election period, departments may continue to receive and analyse responses with a view to putting proposals to the incoming government but they should not make any statement or generate publicity during this period.   

Section K: Statistical Activities during a General Election 

1. This note gives guidance on the conduct of statistical activities across government during a general election period.  [footnote 1]

2. The same principles apply to social research and other government analytical services.  

3. Under the terms of the Statistics and Registration Service Act 2007, the UK Statistics Authority, headed by the National Statistician, is responsible for promoting and safeguarding the integrity of official statistics. It should be consulted in any cases of doubt about the application of this guidance.  

Key Principles 

4. Statistical activities should continue to be conducted in accordance with the Code of Practice for Official Statistics and the UK Government’s Prerelease Access to Official Statistics Order 2008, taking great care, in each case, to avoid competition with parliamentary candidates for the attention of the public. 

Statistical publications, releases, etc. 

5. The greatest care must continue to be taken to ensure that information is presented impartially and objectively. 

6. Regular pre-announced statistical releases (e.g. press notices, bulletins, publications or electronic releases) will continue to be issued and published. Any other ad hoc statistical releases should be released only in exceptional circumstances and with the approval of the National Statistician, consulting with the Propriety and Ethics Team in the Cabinet Office where appropriate. Where a pre-announcement has specified that the information would be released during a specified period (e.g. a week, or longer time period), but did not specify a precise day, releases should not be published within the election period. The same applies to social research publications

Requests for information 

7. Any requests for unpublished statistics, including from election candidates, should be handled in an even-handed manner, in accordance with the Freedom of Information Act. Guidance on handling FOI requests can be found in Section A.  

Commentary and Briefing 

8. Special care must be taken in producing commentary for inclusion in announcements of statistical publications issued during the election period. Commentary that would be accepted as impartial and objective analysis or interpretation at ordinary times, may attract criticism during an election. Commentary by civil servants should be restricted to the most basic factual clarification during this period. Ultimately the content of the announcement is left to the discretion of the departmental Head of Profession, seeking advice from the National Statistician as appropriate. 

9. Pre-election arrangements for statistics, whereby pre-release access for briefing purposes is given to Ministers or chief executives (and their appropriate briefing officials) who have policy responsibility for a subject area covered by a particular release, should continue, in accordance with the principles embodied in the UK Government’s Pre-release Access to Official Statistics Order 2008.  

10. In general, during this period, civil servants involved in the production of official statistics will not provide face to face briefing to Ministers. Only if there is a vital operational need for information, (e.g. an out of the ordinary occurrence of market-sensitive results with significant implications for the economy, or some new management figures with major implications for the running of public services), should such briefing be provided. Any such briefing should be approved by the National Statistician.  

11. Requests for advice on the interpretation or analysis of statistics should be handled with care, and in accordance with the guidance in paragraphs 6 and 7.  

12. Requests for factual guidance on methodology should continue to be met. 

13. Requests for small numbers of copies of leaflets, background papers or free publications that were available before the election period may continue to be met but no bulk issues to individuals or organisations should be made without appropriate approval. Regular mailings of statistical bulletins to customers on existing mailing lists may continue. 

Censuses, Surveys and other forms of quantitative or qualitative research enquiry  

14. Regular, continuous and on-going censuses and surveys of individuals, households, businesses or other organisations may continue. Ad hoc surveys and other forms of research that are directly related to and in support of a continuing statistical series may also continue. Ad hoc surveys and other forms of research that may give rise to controversy or be related to an election issue should be postponed or abandoned. 

Consultations 

15. Statistical consultations that are on-going at the point at which Parliament dissolves should continue as normal, but any publicity for such consultations should cease. New public consultations, even if preannounced, should not be launched but should be delayed until after the result of the election is officially declared.  

Further Advice 

16. If officials working on statistics in any area across government are unsure about any matters relating to their work during the election period, they should seek the advice of their Head of Profession in the first instance. Heads of Profession should consult the National Statistician in any cases of doubt. Queries relating to social research, or other analytical services should similarly be referred to the relevant Head of Profession or departmental lead and Permanent Secretary’s office in the first instance. Further advice can be sought from the Propriety and Ethics Team in the Cabinet Office.

Section L: Use of Government Property 

1. Neither Ministers, nor any other parliamentary candidates, should involve government establishments in the general election campaign by visiting them for electioneering purposes. 

2. In the case of NHS property, decisions are for the relevant NHS Trust but should visits be permitted to, for example, hospitals, the Department of Health and Social Care advise that there should be no disruption to services and the same facilities should be offered to other candidates. In any case, it is advised that election meetings should not be permitted on NHS premises. NHS England publishes its own information to NHS organisations about the pre-election period.

3. Decisions on the use of other public sector and related property must be taken by those legally responsible for the premises concerned – for example, for schools, the Governors or the Local Education Authority or Trust Board, and so on. If those concerned consult departments, they should be told that the decision is left to them but that they will be expected to treat the candidates of all parties in an even-handed way, and that there should be no disruption to services. The Department for Education will provide advice to schools on the use of school premises and resources.  

4. It is important that those legally responsible for spending public funds or the use of public property ensure that there is no misuse, or the perception of misuse, for party political purposes. Decision-makers must respect the Seven Principles of Public Life when considering the use of public funds or property during the election period. The principles include an expectation that public office holders take decisions impartially, fairly and on merit and maintain their accountability to the public for their decisions and actions.

Section M: International Business 

1. This guidance specifically addresses the principles that will apply to international business.  

2. International business will continue as normal during the period of the general election.  

International meetings 

3. Decisions on Ministerial attendance and representation at international meetings will continue to be taken on a case by case basis by the lead UK Minister. For example, Ministers will be entitled to attend international summits (such as meetings of the G20).  

4. When Ministers speak at international  meetings, they are fully entitled to pursue existing UK Government policies. All Ministers, whether from the UK Government or the Devolved Administrations, should avoid exploiting international engagements for electoral purposes. Ministers should observe discretion on new initiatives and before stating new positions or making new commitments (see Section G for further advice on Government decision-making).

5. Where a Minister is unable to attend an international meeting that has been assessed as of significant interest to the UK, the UK may be represented by a senior official. In this case, where an item is likely to be pressed to a decision (a legislative decision, or some other form of commitment, e.g. a resolution, conclusions), officials should engage in negotiations and vote in line with the cleared UK position and in line with a detailed brief cleared by the lead UK Minister. Officials should engage actively where there will be a general discussion or orientation debate, but should seek to avoid taking high profile decisions on issues of domestic political sensitivity. If decisions fall to be taken at an international summit that risk being controversial between the UK political parties, departments should consult their Permanent Secretary about the line to follow who may in turn wish to consult the Cabinet Secretary. 

Changes to International Negotiating Positions

6. There may be an unavoidable need for changes to a cleared UK position that require the collective agreement of Ministers. This may arise, for example, through the need for officials to have sufficiently clear negotiating instructions or as a result of the agreed UK position coming under pressure in the closing stages of negotiation. If collective agreement is required, the Cabinet Secretary should be consulted (see Section G). The Cabinet Secretariat can advise departments where they are unsure whether an issue requires further collective agreement. 

7. Departments should note that the reduced availability of Ministers during the election period means that it will be necessary to allow as much time as possible for Ministers to consider an issue. 

Relations with the Press 

8. Departmental Communication staff may properly continue to discharge, during the election period, their normal function only to the extent of providing factual explanation of current government policy, statements and decisions. They must be particularly careful not to become involved in a partisan way in election issues. 

9. Ministers attending international meetings will no doubt wish to brief the press afterwards in the normal manner. But where officials attend meetings in place of Ministers, they should be particularly circumspect in responding to the press on any decision or discussion in the meeting that could be regarded as touching on matters of domestic political sensitivity. If departments wish to issue press notices following international meetings on the discussions or decisions that took place, they should be essentially factual. Any comment, especially on items of domestic sensitivity, should be made by Ministers. In doing so, consideration will need to be given as to whether such comment should be handled by the department or the party. This must be agreed in advance with the Permanent Secretary.  

International Appointments 

10. The UK should not normally make nominations or put forward candidates for senior international appointments until after the election. It remains possible to make nominations or put forward candidates for other positions. Departments should consult their Permanent Secretary and the Propriety and Ethics Team in Cabinet Office on appointments that risk being controversial between the UK political parties.

Section N: The Devolved Administrations

1. The general election does not affect the devolved administrations in the same way. The devolved legislatures are elected separately to the House of Commons. Devolved Ministers in Scotland, Wales and Northern Ireland will continue to carry out their devolved functions in those countries as usual.

2. Under the Civil Service Code, which also applies to all civil servants, civil servants in the devolved administrations serve Ministers elected through elections in Scotland, Wales and Northern Ireland and do not report to the UK Government. Accordingly, this guidance does not apply to them. They will continue to support their Ministers in their work. 

3. However, the devolved administrations acknowledge that their activities could have a bearing on the general election campaign. While the devolved administrations will continue largely as normal, they are aware of the need to avoid any action that is, or could be construed as being, party political or likely to have a direct bearing on the general election. Staff in the devolved administrations will continue to refer requests for information about reserved issues from MPs, parliamentary candidates and political parties to the relevant UK department. Requests for information about devolved issues will be handled in accordance with relevant FOI legislation, taking account of the need for prompt responses in the context of an election period. 

4. Officials in the devolved administrations are subject to the rules in Section E as regards their personal political activities, in the same way as UK Government officials. 

5. Discussions with the devolved administrations during the election period should be conducted in this context. For more general details on how best to work with the devolved administrations see the Cabinet Office guidance: Devolution guidance for civil servants

Section O: Public Bodies 

1. The general principles and conventions set out in this guidance apply to the board members and staff of all NDPBs and similar public bodies. Some NDPBs and ALBs employ civil servants.  

2. NDPBs and other public sector bodies must be, and be seen to be, politically impartial. They should avoid becoming involved in party political controversy. Decisions on individual matters are for the bodies concerned in consultation with their sponsor department who will wish to consider whether proposed activities could reflect adversely on the work or reputation of the NDPB or public body in question.

This includes departments and their agencies and other relevant public bodies including all public bodies deemed to be producers of official statistics by dint of an Order in Parliament.  ↩

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