How to do Customer Research the Right Way

Have you ever launched a product and wondered - “Who exactly am I selling to?” You're not alone. One of the biggest reasons products fail isn’t because they’re bad. It’s because they weren’t built around the customer.

At COFTT, we specialize in market research in Dubai and the UAE, helping businesses like yours deeply understand who your customers are - before you launch. Today, we want to take you behind the scenes of how we do it, using a real-life approach that’s simple, practical, and proven to work.

Let’s walk you through how we helped a client launch their product with confidence in the ever-competitive Dubai market.

Meet Sara - A New Business Owner in Dubai

Sara came to us with an exciting new product idea: a high-end skincare line designed specifically for Dubai’s climate. She was passionate, had the funding, and was ready to launch.

But there was just one problem - she didn’t know her customer well enough.

She asked the right question:

“How do I know who’s actually going to buy my product in Dubai?”

That’s where we stepped in with our full-scale customer research strategy.

Step 1: Building the Perfect Customer Profile

The first thing we did was identify who her ideal customer really was. In Dubai’s diverse market, this isn’t a one-size-fits-all job.

We looked at:

Age groups: Who would care about skincare in Sara’s price range?

Nationalities: Dubai has over 200 nationalities - who's most likely to buy?

Income levels: Could they afford a premium product?

Lifestyles: Were they working professionals, frequent travelers, or stay-at-home moms?

We used online tools, surveys, and social data to build clear buyer personas. No guessing. Just facts.

Isn’t it amazing how knowing your customer changes the game?

Step 2: Finding the Pain Points

Next, we dug deeper into what really matters to Sara’s customers.

We asked:

1. What skincare problems do they face in the UAE's hot, dry weather?

2. What are they not getting from current products?

3. What words do they use to describe their skin issues?

Using interviews, social listening, and niche community feedback, we discovered something surprising: people weren’t just buying for quality - they were buying for protection against sun and pollution.

That insight helped Sara shape her messaging, packaging, and even her ingredients.

Step 3: Understanding Buying Habits in the UAE

Did you know that buying behavior in the UAE varies widely depending on customer origin, age, and even where they shop?

We helped Sara uncover:

Where her audience shops - online, in malls, or through social media stores

What influences them - word of mouth, reviews, brand image, or influencer content

How often they repurchase skincare - and what makes them switch brands

All this helped us design a pricing and distribution plan that actually matched customer expectations.

Step 4: Price Sensitivity & Market Fit

Would customers pay AED 120 for a moisturizer?

We tested this through online surveys and small focus groups. Turns out - yes, they would, if it came with added value and clean ingredients.

That’s the power of price testing through customer research. You stop guessing, and you start launching with clarity.

Step 5: Knowing the Best Channels to Reach Them

Not every customer in Dubai is browsing the same platform.

We researched:

1. Do they prefer Instagram, TikTok or Snapchat?

2. Do they buy from Amazon.ae or trust local e-commerce platforms like Noon?

3. Would they rather walk into a kiosk or shop from their phones?

Using digital analytics and market trends, we found that Sara’s audience was heavy on mobile browsing and very responsive to influencer-led content. This became our key strategy for launch.

Our Strength? Deep Online Research That Goes Beyond the Surface

At COFTT, we don’t just ask basic questions. We use advanced tools, digital listening, AI-powered analysis, and competitor insights to give you a crystal-clear picture of your customer.

Our online customer research services in Dubai and across the UAE are built to make your product launch smoother, smarter, and far more successful.

Don’t Launch Blind - Launch Backed by Research

Today, Sara’s skincare line is not just launched - it’s thriving. She’s building customer loyalty, getting five-star reviews, and expanding her reach across the UAE.

All of that started with one thing: understanding her customer first.

‍

If you’re planning to launch a product or enter a new market in Dubai, let’s talk. At COFTT, we don’t just do customer research - we give you clarity, confidence, and a strategy that works.