TechValidate Research on TopSpot Internet Marketing

65 Charts – Page 2 of 3


TopSpot Internet Marketing Customer Research

The Customer Journey for Industrial Companies

On average, how many times will you visit a potential supplier/vendor’s website before moving forward with a quote request or purchase?

More than 10 times: 0%
5-10 times: 9%
2-4 times: 72%
Once: 19%

TopSpot Internet Marketing Customer Research

TopSpot Customer Service Statistic

When contacting a potential supplier/vendor over the phone, how long would you wait on hold before abandoning the call?

No more than 1 minute: 54%
No more than 5 minutes: 42%
No more than 10 minutes: 1%
I would wait 10 or more minutes before abandoning the phone call: 2%

TopSpot Internet Marketing Customer Research

When sourcing a new vendor/supplier, how important is it that the businesses you are considering have content that specifically addresses your industry’s needs?

Very important: 60%
Important: 36%
Not important: 4%

TopSpot Internet Marketing Customer Research

Purchasing Decisions in Industrial Industries

How many people within your company are typically involved when making purchasing decisions?

1-2: 51%
3-5: 46%
6-9: 2%
10 or more: 1%

TopSpot Internet Marketing Customer Research

Industrial Search Behaviors

When searching online, how do you typically refine your search phrase to better find what you’re looking for?

Brand (ex: TOSHIBA Motor)
54%
Material (ex: STAINLESS STEEL pipe)
54%
Type (ex: PNEUMATIC brakes)
51%
Application or Industry (ex: shot peening for AUTOMOTIVE parts)
49%
Size or Shape (ex: 3 TON air chiller or ROUND stainless bar)
43%
SKU or Part Number
29%
Requirement (ex: ISO 6072 elastomer)
20%

TopSpot Internet Marketing Customer Research

In today’s environment, what company qualities are most important to you when researching new vendors or products for business purposes?

Quality of product
87%
Customer service
83%
Price
62%
Experience
59%
Fast turnaround time
48%
Up and coming new business (new ideas, new products)
14%
Diversity/inclusion
7%
Community involvement/impact
5%

TopSpot Internet Marketing Customer Research

In today’s environment, what website qualities are most important to you when researching new vendors or products for business purposes?

Easy to Use
91%
Content that Speaks to Your Specific Needs
66%
Intuitive Navigation (Filter Options, Products are Easy to Find, etc.)
57%
Supporting Technical Information
44%
Easy to Use on Phones & Tablets
41%
Video Demos or How-Tos
32%
Custom Quote or eCommerce Functionality
28%
Chat Functionality
17%

TopSpot Internet Marketing Customer Research

The Growth of Video

Compared to last year, how often have you used the forms of video in the ways listed below throughout your buying process?

More often than last year Less often than last year The same as last year

Viewing Product Demos
Online Facility Tours
Attending Online Events (Webinars, for example)
Video Conferencing for Sales Calls

TopSpot Internet Marketing Customer Research

When sourcing a new vendor/supplier, how do you prefer to move forward with a quote request?

Chat Box
8%
Form Submission
28%
Phone Call
45%
Email
79%

TopSpot Internet Marketing Customer Research

Meeting the Needs of Your Target Audience

When considering a potential vendor, what type of content is important to you and your decision-making process?

Pricing or Technical Information
78%
Reviews & Testimonials
62%
Case Studies & White Papers
35%
Video Content
34%
In-Person Events or Tradeshows
24%
Blog Posts
18%
Email Newsletters
14%
Social Media Content
13%
eBooks/Guides
13%
Webinars
9%

TopSpot Internet Marketing Customer Research

2020 Survey Results

When sourcing a new vendor/supplier, what search engines do you use?

Google
97%
Bing
7%
DuckDuckGo
5%
Yahoo
4%

TopSpot Internet Marketing Customer Research

2016 Survey Results

When sourcing a new vendor/supplier, what search engines do you use?

Google
99%
Yahoo
1%

TopSpot Customer Research

What Mobile Apps do you use on a weekly basis?

Amazon
62%
Facebook
68%
Instagram
45%
YouTube
52%
Ride Share Apps (Uber, Lyft, etc.)
11%
Food Delivery Apps
8%
Venmo
11%
Stocks
17%
Podcasts
20%
ESPN
20%

TopSpot Customer Research

How many connected devices do you own?
(Which includes: Laptops, Smart Phones, Tablets, Smart Watches, Google Home/Amazon Echo, Smart TV, Xbox, etc.)

1
5%
2
12%
3
18%
4
12%
5
6%
5+
47%

TopSpot Internet Marketing Customer Research

When contacting a potential supplier, what is your expected response time?

Less than an hour: 8%
Within 2 hours: 11%
Same day: 67%
One week: 7%
Other: 7%

TopSpot Internet Marketing Customer Research

How often do you search for your own products or services to identify new competitors?

Daily
4%
Weekly
30%
Monthly
35%
Less than Monthly
28%
Never
3%

TopSpot Customer Research

When researching a new vendor/supplier, would you rather watch a video explaining their products or services or read the information on a website?

Watch a Video
9%
Read the Information
29%
Both
61%

TopSpot Customer Research

The Importance of Video

When sourcing a new vendor/supplier, how often do you view videos as a part of your research process?

Often
22%
Sometimes
46%
Rarely
27%
Never
6%

TopSpot Internet Marketing Customer Research

The B-SMART® Method in Action

When searching online, how do you typically refine your search phrase to better find what you’re looking for?

Brand (ex: TOSHIBA Motor)
55%
Material (ex: STAINLESS STEEL pipe)
50%
Type (ex: PNEUMATIC brakes)
48%
Application or Industry (ex: shot peening for AUTOMOTIVE parts)
45%
Size or Shape (ex: 3 TON air chiller or ROUND stainless bar)
41%
SKU or Part Number
27%
Requirement (ex: ISO 6072 elastomer)
21%

TopSpot Internet Marketing Customer Research

The B-SMART® Method in Action

When searching online, how do you typically refine your search phrase to better find what you’re looking for?

Brand (ex: TOSHIBA Motor)
55%
Size or Shape (ex: 3 TON air chiller or ROUND stainless bar)
41%
SKU or Part Number
27%
Material (ex: STAINLESS STEEL pipe)
50%
Application or Industry (ex: shot peening for AUTOMOTIVE parts)
45%
Requirement (ex: ISO 6072 elastomer)
21%
Type (ex: PNEUMATIC brakes)
48%

TopSpot Internet Marketing Customer Research

Is your website making the right impression?

When sourcing a potential vendor, what would cause you to leave the website and not consider them all together?

Difficult to Navigate
89%
No Contact Information
73%
Unprofessional Website
69%
Hard to Read Text
47%
Lack of Message
35%
Intrusive Live Chat Feature
31%
Stock Photos
15%

TopSpot Internet Marketing Customer Research

What types of challenges was your company facing prior to choosing to work with TopSpot Internet Marketing?

Insufficient Online Presence
65%
Poor Lead Quality
39%
Lack of ROI with Previous Efforts
31%
Lack of Understanding of Online Marketing
38%
Incomplete Analytics / Website Data
55%
Outdated or Ineffective Website
54%
Unhappy with Previous Agencies
32%

TopSpot Internet Marketing Customer Research

Which of the following unique approaches were important to you when choosing to work with TopSpot?

Google Partner
56%
Collaborative Team Approach
66%
Comprehensive Reporting
69%
Knowledge / Experience in Industrial / B2B Space
72%
Discussing Post-Conversion Behavior (The Lifetime Value of a Customer)
25%
The Number of Years TopSpot Has Been in Business
9%

TopSpot Internet Marketing Customer Research

When considering a potential vendor, what type of content is important to you and your decision making process?

Technical Information
82%
Pricing Information
79%
Reviews / Testimonials
56%
Thorough Contact Information
56%
Video Content
25%
Case Studies / White Papers
17%
Blog Posts
5%

TopSpot Internet Marketing Customer Research

When calling a potential vendor, you are sent to someone’s voicemail instead of being transferred to a live person. Do you typically hang up or leave a message?

Hang Up: 43%
Leave A Message: 57%

TopSpot Internet Marketing Customer Research

Closing the sales loop with customer service

How often does your company hold internal customer service training sessions?

Weekly: 6%
Monthly: 10%
Quarterly: 10%
Yearly: 12%
Never: 49%
Other: 13%

TopSpot Internet Marketing Customer Research

When trying to select a new supplier, rate the importance of the following:

Very Important Important Not Important

Ease of contacting via website
Response time
Customer service

TopSpot Internet Marketing Customer Research

When contacting a potential supplier, what is your expected response time?

Less than an hour: 8%
Within 2 hours: 11%
Same day: 66%
One week: 8%
Other: 7%

TopSpot Internet Marketing Customer Research

When contacting a potential supplier, what is your expected response time?

Less than an hour: 9%
Within 2 hours: 10%
Same day: 68%
One week: 6%
Other: 7%

TopSpot Internet Marketing Customer Research

Customer Service as a Differentiator

How many companies do you typically request a quote from when searching for a new vendor / supplier?

1-2
39%
3-5
59%



More Research on TopSpot Internet Marketing