7 Ways to Increase Survey Response Rates
Increasing response rates is one of the most challenging tasks when it comes to customer feedback surveys. Here are sevens tips to get customers to complete your surveys.
Ask fewer questions
As a general rule, always aim for under ten questions in your customer feedback survey. It can be tempting to squeeze in as much as possible, but respondents will not complete your survey if you demand too much of their time. Instead of bombarding your customers with questions, select just a few that will yield informative responses. For example, a Net Promoter Score (NPS) question can also measure loyalty and predict retention, so there’s no need to ask three questions when one will do the trick.
Only ask relevant questions
Respondents will ditch your survey the moment they feel their time is being wasted. Only ask questions that are clearly relevant, and if practical, explain why it is important. A simple introductory sentence — “To better understand our customers, we would like to know a little more about you.” – can go a long way. An unimportant or irrelevant question is a wasted opportunity to gather essential information from your users and customers.
Only ask intrusive questions if absolutely necessary
People are naturally reluctant to give away personal or sensitive information about themselves. If your survey ventures into areas that can make your customers uneasy — income, marriage status, medical information, etc — then you should be prepared for a spike in drop-out rates. This doesn’t mean that you should avoid these questions at all costs, but be aware that there is usually a stiff price to be paid.
Write clearly defined questions
A question should never confuse a respondent or leave them wondering how to interpret something you’ve written. The respondent should immediately know what is being asked of them. If you prompt a customer for their level of satisfaction, make sure it is understood whether you are referring to your company, your product, or a particular component of your product. If in doubt, add a clarifying statement within the question.
Personalize the survey invitation
A survey is a chance for your customers to have their voices heard. It’s an opportunity for them to influence your product and air their joys and grievances. When sending out invitations, you should make sure to convey this message. Your survey isn’t a cold, impersonal chore; it’s an opportunity to play an active role in shaping your product. Make sure your customer knows that their opinion is valuable to you. After all, that’s why you’re sending them a survey!
Send notifications and reminders
If your survey reaches a customer at an inconvenient time, they could set it aside with the intention of filling it out later. A gentle reminder to complete your survey can go a long way in increasing response rates. However, it’s important to know when to stop sending reminders. If a customer has not filled out your survey after the first few notifications, then chances are they’re not interested.
Optimize the survey for all devices
Ideally, your survey should be optimized for all platforms – desktop, mobile, and tablet. Your customers will be filling out your survey on all kinds of devices, and you want them all to have a seamless experience. By neglecting customers who will fill out your survey by phone or tablet, you are drastically cutting into your response rate.
About Kris Tonthat
Kris is a writer and editor at Displayr. He is also a former sportswriter and a recovering economics graduate. Despite all his writing experience, he still struggles to craft a decent profile bio.