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Customer Satisfaction Surveys:
Maximizing Survey Responses
The survey interface of CustomInsight is designed to help maximize survey response rates, but the task of getting as many respondents as possible is largely up to you. Response rates vary widely for different types of surveys. Customer satisfaction surveys and market research surveys often have response rates in the 10% - 30% range. Employee surveys typically have a response rate of 25% - 60%. But regardless of the type of survey you are conducting, you can have a major effect on the number of respondents who complete your survey. Some tips for accomplishing this include:
- Offer a prize for responding. While it might seem like bribery, this is one of the most effective ways to get people to respond to your survey. Prize drawings of gift certificates are easy to award and appeal to a broad range of respondents. If you are conducting an employee survey, you might also consider a team-based prize such as free pizza to the workgroup with the highest response rate. You can announce the prize drawing in an email message that asks people to complete the survey or on your web site.
- Inform respondents of the what, why, who, and how. Tell respondents as much information about what your survey is asking, why you are asking it, who will see the results, and how you will use the results. Discuss how respondents will benefit from the results and how you will put the findings into action (and then be sure to follow through on your promises).
- Address confidentiality and anonymity. If the survey results will be confidential and/or anonymous, make sure respondents know this. If respondents know their answers will not be linked to them in any way, they will be more likely to respond and more likely to provide truthful responses.
- Keep it brief. Keep the survey as short as possible, but do not make it so short that you do not get any valuable information from it. Also, tell people how much time the survey will take to complete so they know what to expect.
- Set a deadline. When you send out the initial survey notice, be sure to include a date by which people must respond. Ideally, your survey should be available from 7 to 10 days. If it is less than 7 days, people might not find the time to respond. If it is longer than 10 - 14 days, your request will get forgotten in their in-box.
- Send reminders. Send a reminder email to respondents a few days before the survey is set to end. Be sure to re-state the what, why, who, and how in the reminder email.
- Follow up. After the survey is complete, be sure to thank the respondents and follow up with them if you told them you would do so. Consider this an investment in the future. If you let people know that their time was not wasted, they will be more willing to respond to your surveys in the future.
info@CustomInsight.com
750 Arrowhead Dr.
Carson City, NV 89706
650-577-9604
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