Many of the federal and state grant programs and many broadband lenders want applicants to undertake a survey to quantify the likely success of a new broadband venture. Unfortunately, there are far too many broadband projects being launched that are unable to answer the basic question, “How many customers are likely to buy service from the new network?” There are only two ways to get a reliable answer to that question – a canvass or a statistically valid survey.
A canvass is the easiest to understand and it involves knocking on the doors or calling every potential customer in a market. I’ve seen many clients have good luck with this when overbuilding a small town or a subdivision. A canvass will be most successful when an ISP has all of the facts needed by potential customers such as specific products and prices. Many companies would label the canvass process as pre-selling – getting potential customers to tentatively commit before construction.
The alternative is a canvass is a ‘statistically valid’ survey. Any survey that doesn’t meet the statistically valid test isn’t worth the paper it’s printed on. There are a few key aspects of doing a statistically valid survey:
Must be Random. This is the most important aspect of a valid survey and is where many surveys fail. Random means that you are sampling the whole community, not just a subset of respondents. A survey that is mailed to people or put online for anybody to take is not random.
The problem with a non-random survey is that the respondents self-select. For example, if you mail a survey to potential customers, then people who are interested in broadband are the most likely to respond and to return the completed survey. It can feel good to get back a lot of positive responses, but it’s far more important to hear from those who don’t support fiber.
The whole purpose of doing a broadband survey is to quantify the amount of support – and that also means quantifying those who won’t buy fiber. I’ve seen results from mailed surveys where almost every response was pro-broadband, and of course, that is unlikely. That result just means that the people who aren’t interested in broadband didn’t bother to complete or return the survey. The only way you can put any faith in a mailed survey is if you get so many responses that it approaches being a canvass. A good analogy of the problems with a mail survey would be to stand in front of a grocery store and ask customers if they like to shop there. While there may be a few customers with complaints, such a survey would not tell you anything about how the community feels about that store since the question was not asked to those who don’t shop at the store.
This blog is too short to describe survey methods – but there are specific acceptable techniques for conducting a random survey either by telephone or by knocking on doors. It’s possible to do those tasks non-randomly, so you should seek advice before conducting a phone or door-knocking survey.
Non-biased Questions. Survey questions must be non-biased, meaning that they can’t lead a respondent towards a certain answer. A question like, “Do you want to save money on broadband?” is worthless because it’s hard to imagine anybody answering no to that question. It’s a lot harder to write non-based questions than you might think, and bias can be a lot more subtle than that question.
Respondent Bias. People who conduct surveys know that there are some kinds of questions that many respondents won’t answer truthfully. For example, I’ve read that nearly half of applicants lie about their annual income when applying for a credit card. For various reasons people want others to think they earn more than they actually do.
Respondent bias can apply to a broadband survey as well. I’ve learned that you can’t rely on responses having to do with spending. For example, many respondents will under-report what they pay each month for broadband. Perhaps people don’t want the survey taker to think they spend too much.
Respondent bias is one of the reasons that political surveys are less reliable than surveys on more factual topics – respondents may not tell the truth about who they will vote for or how they feel about political issues. Luckily, most people are truthful when asked about non-emotional topics and factual questions, and we’ve found residential broadband surveys to be a great predictor of market interest in broadband.
Survey Fatigue. Respondents have a natural tendency to give up if a survey takes too long. They will hang-up on a phone survey or start giving quick and inaccurate answers to get rid of somebody at their door. A survey ought to last no longer than 10 minutes, and the ideal length should be closer to five minutes.
The big takeaway from this discussion is that doing a survey the wrong way will likely give you the wrong answer to the basic question of likely market penetration. You’re better off to not do a survey than to do one that is not statistically valid. I don’t know if there is anything more deadly in launching a new broadband market than having a false expectations of the number of customers that will buy broadband.