For every organization, customer satisfaction is imperative to boost, or even in many cases, simply maintain one’s current annual revenue. The most successful organizations know that surveying is one of the most effective ways to learn more about your customers and achieve higher customer satisfaction.
Unfortunately, response rate can be a real challenge. Have you been surveying your customers for a while but struggle to maximize the number of survey completes? Well, let’s have a look at some of the tactics you can use to improve the response rates of your customer satisfaction survey:
Target the right audience
Response rates may largely depend on the sample of your customers. Are you sure that your customer satisfaction surveys are appropriate for all of your customers? It might be possible that you are sending your surveys out to inappropriate customers. For instance, while surveying customers for your latest product, you can’t get feedback from an audience who has never used that product. So, make sure you send the survey to the right audience for a better response rate and improved data quality.
Now, if you are facing difficulty segmenting your survey list, include screening questions in the survey. The survey will disqualify the customers those don’t meet your minimum criteria so that they don’t skew your data.
Don’t facilitate survey burn out. Although online surveys are important to understand and assess customer satisfaction levels, surveying the same respondents more than once every three months may generate survey fatigue. To maintain the effectiveness of your survey, make sure you do not over-survey your sample. Though what if you still want more frequent feedback? Consider pulse surveys which does just that.
Focus on survey timing
Surveying at the right time is important. You are missing opportunities if you are conducting your survey only once in a year. Make sure to conduct surveys on a regular basis.
Also, with respect to service interactions, try to conduct the survey within 24 hours of the customer interaction. This will improve the data quality and response rate. However, in cases of product feedback, be sure to give sufficient time for your customers to use your product. This means that you may want to survey within 1-2 weeks of purchase or delivery.
A great way to increase responses is to offer survey incentives to your target audience, as this encourages them to respond. Make sure that the incentives are given for both positive and negative feedback. That is, your customers are less likely to provide true feedback if they are only offered incentives for positive feedback. Negative feedback may be hard to accept, but it is important for learning where your business needs to make some changes for improvement.
Be clear about the importance of the survey
Inform your respondents that their survey can help you improve your business. Where is this best added? You can add an introductory section describing the importance of the respondent’s feedback.
If you are using an email campaign, mention in the message section that their respective feedback can really make a difference in your business. This may help increase the response rate and will improve the data quality.
Follow these 5 tips while planning and conducting your survey for a better response rate. So, what are you waiting for? If you need assistance, get in touch with experts of Ambivista. Our professionals can handle everything for you and your organization, from strategy to execution.