Online Distributor Collects Customer Feedback Before Product Expansion

Our client is one of the largest independent distributors of home appliances, consumer electronics, furniture, and more. The company distributes a wide range of products to top online retailers across the country.

As a distributor, the client wanted to make a shift to partner with more home and decor brands.

To do so, the online distributor wanted to first learn more about their target market and the level of interest in expanding into indoor and outdoor living decor.

To address the objectives of the client, Drive Research recommended conducting a customer survey where we would collect feedback through email. We follow a customized, yet streamlined approach to deliver quick insights for our clients. 

The process of conducting an online customer survey includes the following steps:

1. Scheduling a kickoff meeting
2. Creating a project workplan
3. Designing the survey
4. Programming and testing the survey
5. Sending a pre-survey notice
6. Sending a customer survey email invitation
7. Cleaning and analyzing the data
8. Creating a market research report
9. Hosting a debrief meeting

The survey took an average of 13 minutes to complete and included 33 questions. The survey received 285 responses. Fieldwork for the survey began on July 20 and lasted until August 27, 2021. 

A total of 285 responses at the 95% confidence level offers a 6% margin of error. If the survey were conducted with another random pool of 285 consumers, the results would yield within +6% or -6% of the stated totals in the reports.

Lastly, the online retailer client requested a topline report which includes a bullet-point style deliverable in a Word document with only the key insights to tell a quick story. The report also included online report links.

The report was broken down into the following sections: 

• Factors of Importance When Purchasing [Example Industry]
• Perception of [Example Brand]
• Future Purchasing and Appeal of [Example Brand]
• Interest in [Example Products]
• Habits and Shopping Preferences
• Sources of Awareness
• Respondent Demographics