Have you ever heard the phrase, "the numbers don't lie?" Well, this may come as a shock to you but, in fact, they do.
Numbers don't always tell the whole story for a business. For example, your new product could have sold out this year, but that doesn't necessarily make it successful. Customers could have disliked the product or thought it was faulty, causing them not to return to your company. As a business owner, you can't tell how satisfied customers are solely by looking at your number of sales.
Instead, you need a descriptive method for measuring customer perception. Understanding how customers feel, think and criticize your company is crucial to improving your products and services. That's why it's important to include qualitative research during your feedback collection process.
What Is Qualitative Research?
Qualitative research is a form of exploratory research that's designed to uncover the perceptions, motivations, and attitudes that drive consumer habits. Overall, qualitative research guides the creation of hypotheses, which can then be proved or disproved through quantitative research.
For example, a simple qualitative research question could be, "How do you feel about our products and services?" Then, the customer would have an open space to answer the question however they'd like. This lets people speak freely about a topic without being constrained to predetermined responses.
Qualitative research compliments quantitative research when analyzing customer behavior. It's important to understand both types of research to gain a complete picture of your customer base.
Qualitative vs. Quantitative Research: What's the Difference?
While qualitative research describes consumer perceptions, attitudes, and trends, quantitative research records empirical data that confirms or rejects subjective findings. Quantitative data is numerical and records undisputable events that occurred with the organization, whereas qualitative data is descriptive and relays what customers are saying or thinking about your business.
Additionally, quantitative research generalizes data from large sample populations, while qualitative research typically uses smaller ones. That's because numerical findings are stronger when tested on a larger sample size. In comparison, it's much easier to analyze qualitative data when interviewing a smaller sub-section of your target audience. It can be tedious and time-consuming to manually go through thousands of customer reviews when a focus group can represent the ideas of your customer base.
In general, quantitative research gathers and measures numerical data to offer narrow, focused results, while qualitative research gathers verbal and open-ended data to offer broader, big-picture results.
Although all qualitative research shares a common goal, there are several types of research methods you can use. Let's break each one down in the next section.
5 Types of Qualitative Research Methods
1. Ethnography Research
Ethnographic research is the most common qualitative research method. This is where researchers enter the participants' natural environment to understand how they use a product. This provides context and cultural insights into your customers' everyday lives.
2. Narrative Research
Narrative research involves in-depth interviews and document analysis. Typically, one or two participants are interviewed over a long period of time -- from weeks to months to years. This creates a conclusive, individualized story that offers clear themes and insights into how personal goals influence customers.
3. Case Study Research
During case study research, employees read several case studies to gain a deep understanding of a topic or theme. Since these are real examples, researchers can find similarities between their business and the case study. This helps organizations simulate changes or campaigns before releasing them to the public.
4. Phenomenological Research
Phenomenological research combines a variety of research methods -- interviews, observation, reading, and more -- to help you describe a place, action, or process. This description is based entirely on the perspectives of participants as it analyzes people who have first-hand experience with the activity.
5. Grounded Theory Research
Grounded theory research goes a step beyond phenomenological research by uncovering explanations behind certain activities. To develop a theory, this method involves interviewing large samples of customers and performing in-depth document research to better comprehend how consumers use products.
Now that we're familiar with the types of qualitative research, let's see how we can apply them to businesses.
3 Qualitative Research Examples
1. Ethnography Research
A clothing store wants to understand why its customer base is mostly men when it markets its products as unisex. After performing an ethnographic study, it discovered that unisex products aren't as appealing to women due to the shapeless fit and duller colors. Now, the store can rebrand itself as a men's and women's clothing store and produce offers that better align with women's tastes.
2. Narrative Research
A start-up company selling baby products wants to build a buyer persona to better understand its target audience. To do this, the company decides to record the lives of two individuals who fit into its market: a woman, 32, married with a newborn baby and a man, 36, married with three young children. After interviewing these participants for over two years, the company has a complete picture of every roadblock their customers face when raising a child.
3. Phenomenological Research
A government agency wants to better support communities that have survived natural disasters. After interviewing several survivors, watching videos, and reading case studies on the topic, the agency realizes that these communities require more emotional support than physical support.
While donations are extremely beneficial, many of these families are traumatized by the experience and aren't sure how to restart their lives. Now, the agency can put into place emotional support options for these people, such as free counseling and hotline services designed specifically for natural disaster survivors.
Now that you see how qualitative data can benefit a company, you can start building questions to supplement your team's research.
Qualitative Research Questions
When asking qualitative research questions, it's important to ask effective questions that keep participants focused on the topic. Below are the two types of questions you can ask when obtaining qualitative data.
This is the overarching question that guides your research. It identifies the main theme you're researching, the target audience, and any other information relative to the study. Essentially, the central question is the broadest question you can ask about the topic.
Example: "How do you feel about our rewards program?"
Sub-questions complement the central question and focus on specific aspects of the overarching topic. These questions direct the participant to an individual detail that your team wants to know more about.
Example: "What type of rewards would you like to see in our loyalty program?"
While combining these two types of questions will give you an organized structure for obtaining data, your research will be useless if your questions are ineffective. If you're not sure where to start, take a look at the next section to review the universal qualities found in excellent qualitative research questions.
3 Qualities of Good Qualitative Research Questions
Here are some best practices you should keep in mind when creating qualitative research questions.
The questions should be open-ended as this leaves more opportunity for participants to offer their own opinions rather than being constrained by preset answers.
Participants shouldn't have to work to understand what researchers are looking for. Make sure that the question is phrased simply and excludes any confusing jargon.
3. Offers Necessary Insights
As obvious as it might seem, the questions should bring in answers that will help you gain more information about the overarching topic. If a question is supplemental and not beneficial to your research, it's best to nix it.
If you're looking for additional research methods, read our guide to user testing.
Originally published Aug 26, 2019 8:00:00 AM, updated November 20 2019