How to increase Customer Satisfaction Survey Response Rate?

We all know how important customer satisfaction surveys are. Incomplete survey responses are like paintings never seen or bird songs never heard. Incomplete surveys are as good as nothing. Therefore it is always the goal to increase the response rate of customer surveys. As we know, when it comes to Customer survey response the more the merrier. Like any other metric that depends on user-submitted response, customer feedback results get more accurate as the size and response rate increase.

Not getting enough response rate from your feedback surveys indicates that you are doing something wrong. Recording feedback can be tricky. The market is filled with customer satisfaction survey Apps and customer feedback systems to choose from. You can decide what suits you the best and fulfills your business needs.

Defining Customer satisfaction survey

A customer satisfaction survey is exactly what the name indicates. A survey is used to measure the extent to which a customer is satisfied by doing business with a certain organization. Customer satisfaction surveys are the most effective means of gaining crucial insight into the customer experience. Ensuring quality service and a higher return on investment. There are many types of surveys. Suffice it to say, “if you don’t value your customers then someone else will”.

What is the survey response rate?

The survey response rate is the percentage of people who have completed the survey. It could lie between 0% to 100%. Though it’s unlikely to land a 100% response rate, the goal should be to achieve a response rate as high as possible. The average survey response rate is around 33%. The infographic below shows the average response rates.

Source: surveyanyplace.com

Keeping the above facts in mind, it is critical to raise the survey response rate. Some of the few reasons why should you work to raise the response rate are:

●     A better understanding of what your customers think and want

●     Indication of areas that lack or need to be addressed.

●      Real-time feedback to improve prospects

Although increasing the survey response rate is not that difficult but you need to focus on details that matter. In this article, we will discuss all the how’s of this topic.

How to calculate the survey response rate?

Calculating the survey response rate is quite easy and simple. The following formula is used to calculate the response rate.

%age Response rate = No of people who completed the survey/No of people participated in the survey x 100.

Before we hop into how to increase the response rate, let’s discuss what are the factors that affect the response rate.

Factors Influencing the Response Rate

Customer surveys are affected by many factors. There are many interaction points, which makes it hard to control every aspect of the process. Some of the common factors are:

Surveyees

Surveyees or respondents are the most integral part of the survey. As it is their opinion that will decide your success rate. Respondents interact the most with the survey and their responses are the only glue that holds it all together. Some of the key points that impact a respondents feedback are:

●     Simulation behind the response

●     Involvement of the responder in the survey

●     How you interact with the surveyees

●     Focus demographic

Composition of the survey

The survey itself should be engaging for the customers. When designing a survey you have to keep certain factors in mind. Some of the most important aspects are:

●     The platform used for survey, whether it’s online, through email, or paper questionnaire survey.

●     How easy is the survey to answer

●     The extent of clarity and conciseness

●     Length, language, and flow of the survey

Management Panel

The other stakeholder in this whole process is the management. They are the ones conducting the survey and will be analyzing and utilizing the results. How management influences the survey:

●     Brand representation in the survey

●     Making sure the surveys are anonymous

●     Follow-up emails and letters

●     Offering rewards and coupons for attempting the surveys

How to increase the percentage of the survey response rate?

A low response rate can be frustrating at times. Let’s discuss in detail how to amplify the response rate of your surveys.

Using rewards and incentives

Rewards and incentives are well-tried time and once more to extend survey participation – or to place it in our own way, to spice up the chance of survey response and completion. Many organizations use survey coupons or rewards for encouraging people to take the surveys. So place your incentives budget to sensible use with the subsequent tips:

●     A small incentive for every respondent is best than an outsized incentive for many

●     Raffles typically manufacture a lower response rate than a little incentive for every respondent

●     Appeal to the {will|the need} of respondents to feel necessary by explaining however their feedback will amendment the established order

●     Clearly indicate to respondents, however, can|you'll|you may} use their feedback and the UN agency will see it

●     Tell respondents why you selected them for this survey

Larger incentives for survey completion can typically manufacture higher response rates. These incentive area units typically offered to the primary a hundred respondents to complete the survey.

Reflecting your Brand Image

One of the primary things you’d need to begin with is customizing your survey guide to suit your company’s whole image.

You may not take into account your surveys as a central part of your promoting electronic communication, however, they're to your customers. These emails represent your whole even as very much like the other interaction. customized surveys should look and sound like your company, therefore shoppers don’t get inconsistent experiences after they receive your NPS email in their inboxes.

Add your business emblem to claim the legitimacy of your survey, then change the colors and styling that represent your whole. confirm it follows an equivalent idea as your product and advertisements since most people associate an organization with their stigmatization colors and magnificence.

Using Smiley Face Surveys

Visually stimulating surveys are much more engaging than plain text. Consumers have become increasingly familiar with smiley faces. From the dawn of the internet age, social media has taken the world by storm. And in this modern-age smileys or emojis are used as the universal language. So it is always effective to use lingo that is appealing and friendly for the audience. Therefore, using smiley face surveys can be a game-changer. This could be the very thing that separates you from your competitors. One thing to keep in mind is to stay simple and basic. Don’t go overboard with the survey. Use smileys that are basic and everyone is familiar with. This way you won’t be causing any confusion amongst your respondents. And response rate will be high. 

Author Bio: Abdullah Sadiq is a Digital Marketer enthusiast at Smiley.pk having years of experience in the field of Internet Marketing. He is a Social Media geek, a complete foodie, and enjoys trying varied cuisine. A perfect day for him consists of reading his favorite novels with a hot cup of coffee.