The moment you think you know it all is exactly the moment when you need to stop and take stock. Hubris can turn on a dime into expensive mistakes.
Market research and timely public opinion polling is often dismissed on grounds that “we already know the answer to our questions.” That may be true, but it could be a disaster for a business plan, communications strategy or a school bond campaign if it isn’t true.
Frequently hubris is cloaked as a budgetary concern. “We can’t afford conducting any research right now.” Experience shows that many businesses, nonprofits and public agencies can’t afford not to conduct research.
Cockiness can be the cousin of recklessness. Most executives wouldn’t think of making a major decision without legal or financial counsel. So why would they risk the fate of a new product, the design of a website landing page or the effectiveness of an expensive ad buy based on a hunch or a gut feeling?
Research can be overlooked because of unfamiliarity with all its different forms. Many people think of research as only telephone polls or focus groups. Those are common types of research, but there are many other options that may fit better with a project and a budget.
One-on-one interviews is a cost-effective way to gather reliable information. These interviews won’t produce pie-chart results, but they will generate useful perspective and context. Say an executive is ready to launch a new initiative. One-on-one interviews can test whether his top lieutenants are on board or have lingering concerns. A nonprofit is considering a name change. One-on-one interviews can help ascertain how much brand equity resides in the current name and the aspirations for a new name.
For consumer-facing businesses, follow-up online surveys can gauge customer satisfaction and identify problems with products, personnel or shipping.
Roundtable discussions, whether in lunchrooms or at community centers, are an underutilized form of research. You might think of these as informal focus groups where you can collect information directly from participants and view group interaction. Both can provide insight, either by reaffirming what you thought, countering your assumptions or uncovering something you never thought of before.
An old-fashioned idea, which remains relevant, is to walk around and talk to people. Ask employees what they would improve. Ask customers whether you are meeting their expectations. Ask vendors how you could do business better and more profitably.
Research professionals are valuable resources who can give advice on the type of research that matches what you need and what you have to spend. They also can assist on what questions you ask and how they are framed to avoid biasing answers and skewing results.
One final thought. Third-party research, whether in the form of surveys or interviews, can yield more candid responses, especially if the topics explored relate to bosses and their plans.
The fundamental value proposition for quality research is what helps you find out what you need to know, not just what you want to hear.