2. OUTLINE
• What is Market Research?
• Advantages, Disadvantages & Uses
• Importance and Need
• Types and Difference
• Procedure
• Methods
• Criteria to select a research
• When not to conduct
• Sectors which use MR in India
• Interpretation
• Case Study
• Our Idea
3. “It ain’t the things we don’t
know that gets us in
trouble. It’s the things we
know that ain’t so.”
Artemus Ward
4. WHAT IS MR?
• Market research provides important information to identify and
analyze the market need, market size and competition.
• Market research, which includes social and opinion research, is the
systematic gathering and interpretation of information about
individuals or organizations using statistical and analytical methods
and techniques of the applied social sciences to gain insight or
support decision making.
• It is a very important component of business strategy.
5. ADVANTAGES OF MR
• Market research guides your communication with current and
potential customers.
• Market research helps firms to discover consumers opinions on a
huge range of issues, e.g. views on products’ prices, packaging,
recent advertising campaigns, indentify competition, indentify
opportunities/gaps in the market and reduce the loss of the
business.
• Market research helps you identify opportunities in the marketplace.
• Market research helps you minimize risks.
• Market research measures your reputation.
• Market research helps you plan ahead.
• Market research can help you establish trends.
6. DISADVANTAGES OF MR
• Research Costs: Market research can be costly depending on the
methods chosen by the company.
• Time: Time is directly related to the costs, as the longer the
research takes, the more costly it may turn out for the company.
• Limited Volunteers: Market research is primarily based on people’s
opinions and views of a single product or service. The lack of
respondents may also be a negative factor for a company’s market
research.
7. IMPORTANCE AND NEED OF
MR
• Analyzing the impact and effectiveness of businesses.
• To analyze what are the specifications of the buyers and what are
the goods that appeal to them.
• To find out what are the price specifications of the buyers.
• To assess the usefulness, demand and likelihood of a specific
product in varied demographics.
• To assess appeal of a product according to customer’s age,
location, gender and income.
10. PRIMARY RESEARCH
• Primary research refers to original or custom research – gathering
information from original sources
• It is usually proprietary to a client and not made available to the
marketplace
• Primary research involves finding out new information. It finds the
answers to specific questions for a particular purpose. These
enquiries may take the form of direct questioning.
11. PRIMARY RESEARCH
• It may include face-to-face surveys, postal or online questionnaires,
telephone interviews or focus groups.
• This type of direct contact with people is valuable as it gives specific
feedback to the questions asked.
• Although primary research can be expensive and time-consuming,
the up-to-date and relevant data collected can give organizations a
competitive advantage. This is because their rivals will not have had
access to it.
12. QUANTITATIVE MARKET
RESEARCH
• Quantitative research is simply defined as research that involves
statistical analysis and mathematics. As such, quantitative research
should be used whenever you need to identify a numerical output .
• Quantitative research presents information in a numeric way, such
as graphs, tables or charts that can be used to analyze the
information.
• Quantitative techniques are applied to generate meaningful metrics
that clearly define the magnitude of a response.
13. QUALITATIVE MARKET
RESEARCH
• Qualitative market research differs from quantitative market
research in that it is not numerically-based, but opinion-based.
• Qualitative research can be used to explain or understand
quantitative research, as well as offering insight to help you improve
your proposition, by uncovering how people feel and what they think
about your product, and identifying trends within the written or
spoken work.
• Qualitative research methods strive to understand how people feel
or to tap their creative juices.
14. COMMONLY USED METHODS
Qualitative Methods Quantitative Methods
Focus groups (ideal size 4-6 people) Telephone interviews
Mini groups (fewer people or shorter
duration)
Self administered mail
surveys
One-on-one in-depth personal interviews Online sources – via email
or websites
Paired in-depth interviews Electronic surveys –
compiled on diskette
Advisory panels Real time moment-to-
moment
(primarily for media
research)
15. QUALITATIVE Vs QUANTITATIVE
Qualitative Quantitative
Type of Question Probing Simple
Sample Size Small Large
Information per respondent High Low(ish)
Questioner’s skill High Low(ish)
Analyst’s skill High High
Type of analysis Subjective, Objective,
Interpretative Statistical
Ability to replicate Low High
Areas probed Attitudes Choices
Feelings Frequency
Motivations Demographics
16. Which is best?
• Quantitative analysis will give you a hard, cold answer as to the
attractiveness of the market, the probability of success or the final
outcome of your business opportunity.
• Qualitative analysis will help you to add color to your insight and
build a bigger picture of the scenario you are looking at, which will
be more useful when creating your marketing materials and
developing your idea, working out your position in the market, your
pricing – and crucially, what sets you apart from the competition.
• Ideally, you need a mixture of both quantitative and qualitative
research to gain a reliable picture of the market and to define
and hone your proposition.
17. Secondary research
• Secondary research (or desk research) gathers existing information
through available information sources. Secondary research
examples include:
– Information on the internet
– Existing market research results
– Existing data from your own stock lists and customer database
– Information from agencies such as industry bodies, government
agencies, libraries and local councils.
• Secondary research may be quicker to carry out but may give less
specific outcomes for the topic in question.
19. DEFINING THE PROBLEM AND
OBJECTIVES
Distinguish between the research type needed e.g.
• - exploratory
• - descriptive
• - causal
COMMENT :
If a problem is vaguely defined, the results can have little bearing on
the key issues
20. DEVELOPING THE RESEARCH PLAN
Decide on :-
• Budget
• Data sources
• Research approaches
• Research instruments
• Sampling plan
COMMENT:
The plan needs to be decided upfront but flexible enough to
incorporate changes/ iterations
21. COLLECTING THE
INFORMATION
• Information is collected according to the plan (N.B. it is often
done by external firms)
COMMENT :
This phase is the most costly and the most liable to error
22. ANALYSING THE INFORMATION
• Statistical manipulation of the data collected (e.g. regression) or
subjective analysis of focus groups
COMMENT:
Significant difference in type of analysis according to whether
market research is quantitative or qualitative
23. PRESENTING THE FINDINGS
• Overall conclusions to be presented rather than overwhelming
statistical methodologies.
Comment :
Can take various forms:
Oral presentation ,written conclusions supported by analysis
and data tables
24. INTERPRETATION OF DATA
1. Data Cleaning - Data often arrives in a messy,
disorganized fashion. Data points may be duplicated or
improperly entered. It may need to be collated and
prepared for entry into a database.
2. Quality of Data Audit - The quality of data is important
to ensure results you can use to better understand the
business model.
3. Analysis of Missing Observations - Determining what
variables may be missing from the data, why they are
missing and what effect they might have on the integrity
of the analysis.
25. INTERPRETATION OF DATA
4. Analysis of Extreme Observations - Outlying data
points are important in many ways and we can ensure
they are not ignored when performing analysis of data.
5. Analysis of Homogeneity - We provide comprehensive
analysis of data points to find common threads that can
help you determine where best to move assets and how
best to make key business decisions.
26. 1. Surveys
2. Focus groups
3. Personal interviews
4. Observations
5. Field trials
Five Basic Methods of Market
Research
27. Survey method
• The Survey method is the technique of gathering data by
asking questions to people who are thought to have
desired information.
A formal list of questionnaire is prepared. Generally a
non disguised approach is used.
The respondents are asked questions on their
demographic interest opinion.
28. Types of survey methods.
Survey Methods Classified by Mode of Administration
i. Telephone Methods
a. Traditional Telephone Interviews
b. Computer-Assisted Telephone Interviewing
(CATI)
ii. Personal Methods
a. Personal In-home Interviews
b. Mall-Intercept Personal Interviews
c. Computer-Assisted Personal Interviewing (CAPI)
iii. Mail Methods
a. Mail Interviews
iv. Electronic Methods
a. E-mail Surveys b. Internet Surveys
29. Social Networking and
Surveys
Social networking sites:-
• Can be used to gather useful information in
understanding consumer decisions
• Provide a new way for marketers to conduct
market research.
30. Advantages of Survey Method
• Broader range of information than direct observation,
experimentation.
• Effective to produce information on socio-economic characteristics,
attitudes, opinions, motives etc .
• Information for planning product features, advertising media, sales
promotion, channels of distribution and other marketing variables.
• Faster questioning .
• Questions are simple to administer.
• Reliable data.
• The variability of results is reduced.
• Relatively simple to analyze, quote and interrelate the data obtained
.
31. Disadvantages of Survey
Method
• Unwillingness of respondents to provide information.
• Inability of the respondents to provide information.
This may happen due to :
a ) Lack of knowledge
b ) Lapse of memory
• Human Biases of the respondents . for eg: “Ego”
32. Benefits of a Personal
Interview
• Rapport
• More in-depth
– Probes
– Follow-up
– Tests
• Longer
• Yield more information
• Respondents can be carefully selected, reasons for nonresponse
explored
• Allow you greater flexibility
33. Evaluation of Survey Methods
• Flexibility of Data Collection
• Diversity of Questions
• Use of Physical Stimuli
• Sample Control
• Control of the Data Collection Environment
• Quantity of Data
• Response Rate
• Social Desirability/ Sensitive Information
• Potential for Interviewer Bias
• Speed and cost
34. Criteria for Selecting a Research
Supplier
• What is the reputation of the supplier?
• Do they complete projects on schedule?
• Are they known for maintaining ethical standards?
• Are they flexible?
• Are their research projects of high quality?
• What kind and how much experience does the supplier have? Has the firm
had experience with projects similar to this one?
• Do the supplier's personnel have both technical and non-technical
expertise?
• Can they communicate well with the client?
Competitive bids should be obtained and compared on the basis of quality as
well as price.
35. Value of Market Research Should
Exceed Its Estimated Costs
Value
Decreased uncertainty
Increased likelihood of
correct decision
Improved marketing
performance and resulting
higher profits
Costs
Research expenditures
Delay of marketing
decision and possible
disclosure of information to
rivals
Possible erroneous
research results
36. WHEN AND HOW NOT TO
CONDUCT MARKET RESEARCH
• Lack of resources
• Closed mindset
• Research results not actionable
• Vague objectives
• Cost outweighs benefit
• Poor timing
37. Occasion Comments/Example
Lack of resources
Research results not
actionable
Closed mindset
Late timing re:
process
Poor timing re:
marketplace
Vague objectives
Cost outweighs
benefit
If quantitative research is needed, it is not worth
doing unless a statistically significant sample can
be used
Where psychographic data (for example) is used
which won’t help the company form firm actions
When research is used only as a rubber stamp of a
preconceived idea
When research results come too late to
influence the decision
If a product is in the ‘decline’ phase (e.g. records)
there’s little point in researching new product
varieties
Market research cannot be helpful unless it is
probing a particular issue
The expected value of the information should
outweigh the cost of gathering the data
WHEN AND HOW NOT TO CONDUCT MARKET
RESEARCH
38. Market Research in India
• The market research industry in India is 35 years old
and its turnover is about Rs 325 crore.
• In the last few years, the market has been growing at
about 10%.
• Research expertise available in India is truly on the top
of the rung, and methodologies used in India are
comparable with the best in the world.
• This is part of the reason that India is heading towards
becoming an outsourcing hub in market research for the
rest of the world.
39. • Automobile Sectors
• Food & Drug Sectors
• Pharmaceutical Industries
• Indian Banks
• IT Sectors
• Indian Television Industry
• Retail Sectors
• Technology Sectors
• Textile Sectors
• Infrastructure Sectors
List of Sectors/ Industries that
use MR
44%
21%
13%
9%
4%
4% 5
%
Manufacturing
Companies
Service companies
Retailers and
wholesalers
Ad.
agencies
Public sector
Non-ad. research
agencies
Other
40. Problem Definition – an example
Incomplete
Problem Definition
Better Problem Definition
1. Product Refrigerator Refrigerator – Ordinary & Frost free
2. Market West Zone West Zone with spl ref to Mumbai, Nashik,
Pune & Nagpur
3. Market
Segment
---- Office & Institutional Sector & NOT
Households
4. Current Mkt
Share
Not available 12% over all
3% in Office & Inst
5. Problem Sales not picking
up at the rate at
which they should
Last year our growth 5%
Industry grew by 25%
6. MR Problem To find out the
reason
To find out the reasons for shortfall in our
growth rate in office & inst segments &
suggest specific strategies followed by
Brands A & B
42. 42
Background & Objectives
Background:
ABC Company, a manufacturer of consumer electronics, wants to
track customer satisfaction with their contact management and see if
there are improvements from year to year.
Questions:
• Overall, how satisfied are consumers with ABC Company as a
manufacturer of consumer electronics?
• How likely are consumers to buy products manufactured by ABC
Company again in the future?
• Would you recommend ABC Company’s products to a friend or
colleague who was considering buying a consumer electronics
product?
• What are the consumers’ reasons for contacting
ABC Company?
43. 43
Respondent Profile –
Consumer Profile
% of Respondents
Age 2007 2008
Younger than 25 years of age 8% 1%
25–34 12% 18%
35–44 19% 28%
45–54 25% 24%
55–64 14% 17%
65 years of age or older 13% 11%
Prefer not to say 9% 1%
% of Respondents
Education 2007 2008
Less than high school 1% 2%
High school/graduate 36% 17%
Technical/trade school/some college 23% 29%
College graduate 29% 36%
Masters degree 5% 11%
Doctorate degree 1% 5%
Prefer not to say 4% 2%
2008 vs. 2007:
Slightly older
respondent base
2008 vs. 2007: Slightly
more educated
respondent base
44. 44
% Use For Questions % Use For Complaints
Communication Method 2007 2008 2007 2008
Call a toll-free number 82% 87% 87% 89%
Visit the Web site 14% 11% 5% 2%
Send an e-mail 4% 3% 8% 9%
Send a fax 0% 0% 0% 0%
Mail a letter 0% 0% 0% 1%
When you have a question about a product, what ONE method
of communication do you MOST prefer?
When you have a complaint about a product, what ONE
method of communication do you MOST prefer?
“Call a toll-free number”
is the most preferred
method of contact for
both questions and
complaints.
Respondent Profile –
Method of Contact
45. 45
48%
35%
16%
26%
4% 6% 5%
11%
27%
22%
0%
20%
40%
60%
80%
100%
Very Satisfied Somewhat Satisfied Neither Satisfied nor
Dissatisfied
Somewhat
Dissatisfied
Very Dissatisfied
2007 2008
%ofcustomers
Now, thinking about your overall satisfaction, how satisfied are you
with ABC Company as a manufacturer of consumer electronics?
Overall Satisfaction
Migration from “Very
Satisfied” to “Somewhat
Satisfied”
46. 46
32%
21%
26%
32%
10%
21%
13%
10%
18% 17%
0%
20%
40%
60%
80%
100%
Definitely Would Probably Would Might or Might Not Probably Would Not Definitely Would Not
2007 2008
%ofcustomers
How likely are you to buy products manufactured by ABC Company
again in the future?
Repurchase Intention
Migration from “Definitely
Would” to “Probably
Would” repurchase
47. 47
40%
26% 25% 26%
4%
19%
6%
11%
25%
18%
0%
20%
40%
60%
80%
100%
Definitely Would Probably Would Might or Might Not Probably Would Not Definitely Would Not
2007 2008
%ofcustomers
Would you recommend ABC Company’s products to a friend or colleague
who was considering buying a consumer electronics product?
Recommend Intention
Migration from “Definitely
Would” to “Might or Might
Not” recommend
48. 48
% All Reasons for Contact % Primary Reason for Contact
Reason for Contact 2007 2008 2007 2008
Request for repair of product 70% 76% 55% 48%
Question on how to use/set-up/work something
on the product
21% 23% 13% 10%
Complaint about the product 32% 55% 13% 21%
Request for information on a specific product 17% 35% 9% 8%
Ordering a product or part 18% 30% 6% 10%
Question about status of order/shipment 8% 13% 3% 2%
Request for information on the company 5% 7% 1% 1%
Other (Specify) 1% 1% 0% 1%
Question about a promotion or contest 0% 2% 0% 0%
Complaint about advertising 0% 2% 0% 0%
Complaint about a promotion or contest 0% 1% 0% 0%
Reason for Contact
What are the key reasons you contacted ABC Company?
Of all the reasons, what is your primary reason for contact?
“Request for repair of product” is the primary
reason for contact both in 2007 and 2008.
49. 49
Product % of 2007 Respondents
TV/DVD/VCR 43%
Other 9%
Microwave 7%
Peripherals 5%
Audio 2%
Telephone 1%
Product About Which
Contacting
About what product were you contacting ABC Company?
(Asked only for those with product related reason)
Product % of 2008 Respondents
Washing machine 37%
Microwave 21%
Refrigerator 18%
Dryer 17%
Air conditioner 6%
DVD/Video/LCD Monitor 2%
50. 50
Number of Reasons for
Contact
52%
23%
34%
41%
9%
21%
5%
17%
0%
20%
40%
60%
80%
100%
1 2 3 4+
2007 2008
%ofcustomers
Number of reasons for contact
Average number of
reasons for contact
2.3 (1.7 in 2007)
Minimum = 1 (1 in 2007)
Maximum = 7 (7 in 2007)
Average number of
reasons for contact
2.3 (1.7 in 2007)
Minimum = 1 (1 in 2007)
Maximum = 7 (7 in 2007)
Migration from 1 reason
for contact to multiple
reasons for contact
52. 52
Satisfaction is Impacted by
Contacts to Others
50% 49%
30%
43%
11%
18%
37%
28%
39%
33% 34%
29%
0%
20%
40%
60%
80%
100%
Satisfied Mollified Dissatisfied
Contacted Others (2007)
Did Not Contact Others (2007)
Contacted Others (2008)
Did Not Contact Others (2008)
%ofcustomers
Note: “Satisfied” = Top box; “Mollified” = Middle 2 boxes ; “Dissatisfied” = Bottom box
Satisfaction with Action Taken
Satisfaction with action taken is
much higher if the respondents
did not contact others prior to
contacting ABC Company.
53. 53
% All methods of contact % Primary method of contact
Method of contact 2007 2008 2007 2008
Called the toll-free number 95% 93% 82% 69%
Visited the Web site 18% 35% 6% 9%
Called a long distance number 17% 10% 5% 7%
Sent an e-mail 9% 10% 3% 12%
Other 4% 8% 3% 5%
Mailed a letter 4% 2% 1% 0%
Sent a fax 3% 4% 0% 0%
Participated in a Web chat session 0% 1% 1% 2%
Method of Contact
“Call a toll-free
number” is the main
method of contact for
both questions and
complaints.
What are the methods you used to contact ABC Company?
Of all the methods you used, what is your primary method for contact?
54. 54
75%
27%
24%
19% 20% 18%
46%
0%
20%
40%
60%
80%
100%
Transferred once Transferred more
than once
Put on hold for an
excessive amount
of time before
reaching
Difficulty deciding
what to select in
the press 1,
press 2..
Put on hold for an
excessive amount
of time during the
call
Excessive
number of rings
before phone was
answered
No Difficulties
When you called ABC Company about your primary question, request or
problem, did you experience any of the following difficulties—yes or no?
%ofcustomerssaying
“yes”
Telephone Experience
% Experienced some sort
of telephone difficulties
54% in 2008
% Experienced some sort
of telephone difficulties
54% in 2008
55. 55
57%
21%
51%
12%
54%
24%
41%
27%
48%
27%
46%
27%
52%
27%
45%
31%
0%
20%
40%
60%
80%
100%
Professionalism Knowledge Responsiveness* Authority to answer my
question or resolve my
problem*
% very satisfied (2007)
% somewhat/very dissatisfied (2007)
% very satisfied (2008)
% somewhat/very dissatisfied (2008)
Satisfaction With
Representative
%ofcustomers
How satisfied are you with the [professionalism/knowledge/responsiveness/authority to
solve your problem] of the representative?
Note: Only asked of customers who indicated that either called a toll-free number or called a long distance number was their primary method of contact
* Key drivers of satisfaction with action taken in 2007 and 2008
Compared to 2007, satisfaction with
representative went down for
all attributes in 2008.
56. 56
47%
33%
48%
24%
47%
40% 42%
32%
53%
26%
50%
23%
52%
44%
39%40%
0%
20%
40%
60%
80%
100%
Timeliness* Helpfulness*/** Clearness*/** Follow Through*
% very satisfied (2007)
% somewhat/very dissatisfied (2007)
% very satisfied (2008)
% somewhat/very dissatisfied (2008)
Satisfaction With Response
%ofcustomers
How satisfied are you with the [timeliness/helpfulness/clearness/
follow through] of the response?
* Key drivers of satisfaction with action taken in 2007
** Key drivers of satisfaction with action taken in 2008
Satisfaction with follow
through declined
significantly in 2008.
57. 57
Time to Respond
53%
36%
28%
42%
0%
12%
8% 7%
13%
4%
0%
20%
40%
60%
80%
100%
Immediately Within 7 days 8-14 days 15 - 28 days Over 28 days
2007 2008
%ofcustomers
Time to final response
No final action
48% in 2007
50% in 2008
Average time to final response
Within 2 days in 2007 & 2008
No final action
48% in 2007
50% in 2008
Average time to final response
Within 2 days in 2007 & 2008
Have you received a final response to your primary question, request or problem—yes or no?
How long did it take for you to receive a final response to your primary question, request or
problem?
Migration from
“Immediately” to
“Within 7 days”
58. 58
55%
45%
14%
26%
5%
14%
4%
8% 10%
3%
12%
4%
0%
20%
40%
60%
80%
100%
1 Contact 2 Contacts 3 Contacts 4 Contacts 5 Contacts 6+ Contacts
2007 2008
%ofcustomers
Number of contacts
Number of Contacts
In total, how many times did you contact ABC Company in an attempt to have your
primary question, request or problem resolved?
Average number of contacts
2.5 in 2007
2.7 in 2008
Average number of contacts
2.5 in 2007
2.7 in 2008
Migration from 1 contact
to multiple contacts
59. 59
49%
36%
13%
18%
3%
14%
5% 7%
30%
25%
0%
20%
40%
60%
80%
100%
Completely
satisfied
Action acceptable Some action taken Dissatisfied with
action
Dissatisfied no
action
2007 2008
%ofcustomers
Which one of the following statements best describes your feelings about the
overall action taken by ABC Company to resolve your primary question, request or problem?
Satisfaction With Action
Taken
Satisfied Mollified
Dissatisfied
Migration from “Satisfied” to “Mollified”
60. 60
How to Completely Satisfy
Customers?
Actions to completely satisfy (based on coding of verbatim responses) % Respondents
Better follow through 20%
Repair/replace product 20%
Provide better service 19%
Make a better product/better instruction manual 11%
Be more knowledgeable/provide better information 10%
Other 9%
Quicker resolution 6%
Provide better solution to problem 5%
Those who were not completely satisfied were asked….”What could the company have
done to cause you to be completely satisfied?”
61. 61
Summary Findings (1/2)
• Overall satisfaction with and willingness to recommend
ABC Company have decreased significantly in 2008 as
compared to 2007.
• The primary reason for contacting ABC company for both 2007
and 2008 was “request for repair of product,” with the average
number of reasons for contact increasing significantly since last
year.
• Compared with 2007, a higher percentage of consumers
contacted someone else (e.g., a retailer) prior to contacting ABC
Company, with those who contacted someone else first being
significantly less satisfied than those who did not contact
someone else first.
• Satisfaction with the action taken to resolve consumers’ primary
reason for contact has decreased significantly since 2007.
62. 62
Summary Findings (2/2)
• Satisfaction with the representative (e.g., professionalism,
knowledge) and response (e.g., timeliness, helpfulness)
decreased slightly.
• Satisfaction with follow-through decreased significantly since
2007 and was the area most frequently mentioned in the
response to the question – “What could the company have
done to completely satisfy you?”
• Compared with 2007, consumers need to make more
contacts to obtain resolution (especially with “product
complaints”) and it takes longer for a consumer to obtain
resolution.
• If contacts are not resolved in one contact and within 7 days,
there is a significant drop in satisfaction.
63. OUR IDEA
Giving a succinct gist of our idea, we plan to distribute
knowledge by the concept of e-learning. We intend to utilize
this concept across various technical streams and provide
services such as:-
• online certification courses
• coaching for competitive exams
• CSR (corporate social responsibility) for companies
64. IMPLEMENTATION OF STUDY
OF MARKET RESEARCH IN OUR
IDEA
Our Market Research will focus on the following data :-
1. Number of students who have a minimum qualification
of H.S.C.
2. Number of educated housewives.
3. Number of dropouts in undergraduate courses.
4. Number of students who wish to pursue courses besides
their academic syllabi.
5. Number of companies doing or going to do CSR in the
near future.
6. Number of companies having a systematic employee
training program.
65. QUESTIONNAIRE
1. Are you comfortable with learning through videos and
animations?
YES MAYBE NO
2. How many hours in a week would you be willing to learn new
courses online?
1-3 hours 3-5 hours 5-8 hours
3. Will you be willing to pay to get a certificate for the course that
you have completed?
YES MAYBE
NO
4. Which courses would you like to pursue online?
__________________________________________.
