We often engage consumers to answer some of our business questions through consumer surveys or focus groups. However, how accurate can the data be? Are the respondents giving projections on what they will like to be, vs. what they are? Will they be influenced by group think from other members of the group? Or will they be nice and say nice things about your brands even when they don’t feel so?
Understanding the mind is certainly a big hurdle. Relying on what consumers say means you have to trust them a lot, and hopefully their answers really reflect the real reasons and motivations behind their decisions.
I found that the best way to get more accurate data from focus groups is to observe their actions. Very seldom do they try to hide what they have done. They may mask the reasons and motivations, but they will often tell the truth about what they have done.
Find out what they do, and under what circumstances did they make the decision. Get them to do the act itself, e.g. observe them buying the product from the supermarket, and using the product in their daily lives. Understand their daily surroundings, and the environment they are exposed to most of the time. It’s true that sometimes consumers don’t really understand the true reason they do something, as it’s in the subconscious mind or habit. Through their actions, you can observe and deduce for them their real motivations for buying certain products.