Five Pro Tips for Response Rate Optimization
Participation rates (response rates) are important! The higher they are, the lower the margin of error and, importantly, the risk of bias. Higher response rates mean that you're getting results that are more precise and representative, so you can fully rely on them when you're managing the customer experience.
Follow these five tips to optimize response rates:
Update Customer Contact Information
If your customer contact information is wrong, it will be impossible to invite them to take a satisfaction survey. Make sure that you update this information before getting started.
Choose the Right Method
Your clientele's characteristics may call for a particular survey method. If you want to reach the 18-24 age bracket, for example, the best way is with a short text-message survey. For older groups, a telephone survey is still a good option.
Target Peak Response Times
To maximize the number of customers who will open the invitation email or text, you should send out your satisfaction survey invitation when the majority of your customers are available. For instance, it's best to invite business customers to take a survey early in the morning or at the end of the afternoon, not in the evening.
Optimize Survey Length
Make your satisfaction survey as short and to-the-point as possible and you'll decrease your dropout rates. However, make sure you ask enough questions to gather all of the necessary information.
Offer an Incentive
Offer your clients incentives, such as a coupon, a gift, or a chance to win a draw, to give them an extra reason to do the satisfaction survey.