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Customer Insights: Secondary research

Customer Insights
Secondary research
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Notes

table of contents
  1. Cover
  2. Title Page
  3. Copyright
  4. Table Of Contents
  5. Introduction to the Second Edition
  6. Acknowledgement of country
  7. Acknowledgments
  8. Difference between marketing research and customer insights
  9. Research ethics
  10. Secondary research
  11. Use of census data
  12. Primary research
  13. Qualitative vs quantitative research
  14. Types of research design
  15. Focus groups
  16. Observational research
  17. Measures or types of variables
  18. Questionnaire design
  19. Sampling methods
  20. Errors in research
  21. Research panels
  22. Survey distribution methods
  23. Descriptive statistics
  24. Association between variables
  25. Differences between respondent groups
  26. Sentiment analysis
  27. Artificial intelligence and information
  28. Social media analytics
  29. Researching Indigenous Communities
  30. Communicating insights
  31. Infographics
  32. The process: from generating to using customer insights
  33. Case Study: Using customer insights to reposition Western Sydney University

3

Secondary research

Learning objectives

By the end of this chapter, students must be able to:

  • Explain the concept of secondary research
  • Highlight the key benefits and limitations of secondary research
  • Evaluate different sources of secondary data

One or more interactive elements has been excluded from this version of the text. You can view them online here: https://oercollective.caul.edu.au/customer-insights/?p=31#oembed-1

What is secondary research?

In situations where the researcher has not been involved in the data-gathering process (primary research), one may have to rely on existing information and data to arrive at specific research conclusions or outcomes. Secondary research, also known as desk research, is a research method that involves the use of information previously collected for another research purpose.

In this chapter, we are going to explain what secondary research is, how it works, and share some examples of it in practice.

Principles of Marketing textbook cover and keyboard


Sources of secondary data

The two main sources of secondary data are:

  • Internal sources
  • External sources

Internal sources of secondary data exist within the organisation. There could be reports, previous research findings, or old documents which may still be used to understand a particular phenomenon. This information may only be available to the organisation’s members and could be a valuable asset.

External sources of secondary data lie outside the organisation and refer to information held at the public library, government departments, council offices, various associations as well as in newspapers or journal articles.


Benefits of using secondary data

It is only logical for researchers to look for secondary information thoroughly before investing their time and resources in collecting primary data.  In academic research, scholars are not permitted to move to the next stage till they demonstrate they have undertaken a review of all previous studies. Suppose a researcher would like to examine the characteristics of a migrant population in the Western Sydney region. The following pieces of information are already available in various reports generated from the Australian Bureau of Statistics’ census data:

  • Birthplace of residents
  • Language spoken at home by residents
  • Family size
  • Income levels
  • Level of education

By accessing such readily available secondary data, the researcher is able to save time, money, and effort. When the data comes from a reputable source, it further adds to the researchers’ credibility of identifying a trustworthy source of information.


Evaluation of secondary data

Assessing secondary data is important. It may not always be available free of cost. The following factors must be considered as these relate to the reliability and validity of research results, such as whether[1]:

  • the source is trusted
  • the sample characteristics, time of collection, and response rate (if relevant) of the data are appropriate
  • the methods of data collection are appropriate and acceptable in your discipline
  • the data were collected in a consistent way
  • any data coding or modification is appropriate and sufficient
  • the documentation of the original study in which the data were collected is detailed enough for you to assess its quality
  • there is enough information in the metadata or data to properly cite the original source.

In addition to the above-mentioned points, some practical issues which need to be evaluated include the cost of accessing and the time frame involved in getting access to the data is relevant.

Infographic depicting types of secondary sources

Primary ResearchSecondary Research
First-hand research to collect data. May require a lot of timeThe research collects existing, published data. Requires less time
Creates raw data that the researcher ownsThe researcher has no control over data method or ownership
Relevant to the goals of the researchMay not be relevant to the goals of the research
The researcher conducts research. May be subject to researcher biasThe researcher only uses findings of the research
Can be expensive to carry outMore affordable due to access to free data (sometimes!)

Table 2: Differences between Primary and Secondary Research

[2]

An interactive H5P element has been excluded from this version of the text. You can view it online here:
https://oercollective.caul.edu.au/customer-insights/?p=31#h5p-4

Media Attributions

  • Marketing textbook image © Sally Tsoutsas - WSU photographer is licensed under a CC BY-NC-ND (Attribution NonCommercial NoDerivatives) license
  • Secondary sources infographic © Shonn M. Haren is licensed under a CC BY (Attribution) license

  1. Griffith University, Research data: get started, 2022. ↵
  2. Qualtrics XM, Secondary research: definition, methods and examples, 2022. ↵

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Use of census data
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Copyright © 2023

                                by Aila Khan, Munir Hossain and Sabreena Amin

            Customer Insights Copyright © 2023 by Aila Khan, Munir Hossain and Sabreena Amin is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License, except where otherwise noted.
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