5 Reasons to Use Online Gift Cards for Customer Service Survey Incentives

Do you offer your customers the option to give their feedback on your business's products or services? If so, then you know how valuable insights from your customers can be in terms of learning how to improve your customer acquisition and retention. You also likely know that a lot of invitations for customer feedback often go unanswered. That is why you should consider offering an incentive for sharing their thoughts. In this post, we're going to share five important reasons why you should use online gift cards for customer service survey incentives.

1. 55% of consumers have intended to make a purchase, but backed out because of poor customer service. (American Express)

Knowing how your business takes care of customers throughout the sales process can help you improve customer acquisition. In a study conducted by American Express, over half of consumers have backed out of a purchase due to a poor customer service experience. This means that businesses who don't realize their customer service isn't at its best are losing revenue. What's worse is…

2. Only 1 out of 26 unhappy customers complain. The rest churn. (Huffington Post)

Businesses that are losing revenue due to lackluster customer service experiences don't actually know it because 91% of consumers who don't like to complain don't say anything. They just take their business to the competition that offers the best customer service. Of course, the news isn't all bleak.

3. 52% of consumers have made more purchases from a company after having a good customer service experience. (Zendesk)

Improving your business's customer service has its rewards. Over half of your customers are likely to come back to you when they feel they've received a good customer service experience. Getting feedback from your satisfied customers about what they liked most about their shopping or service experience will allow you to implement more processes that delight your customers.

4. The average response rate for surveys is between 10% - 25%. (Genroe)

Finding out what your customers liked or disliked about their experience with your business can be challenging. Genroe compiled data from multiple survey platforms and found that the average response rate for surveys sent out externally is between 10% - 25%. While businesses with millions of customers will get enough insights to work with, smaller businesses will have to wait for customers who like taking surveys to respond. Fortunately...

5. Incentives increase response rate for surveys. (American Statistical Association)

The world's largest community of statisticians - the American Statistical Association, who support excellence in the development, application, and dissemination of statistical science - issued a statement about the use of incentives for surveys, questionnaires, and feedback. The  conclusion was incentives increased the response rate for surveys and ultimately paid for themselves by reducing the time businesses spent chasing after answers from their survey recipients.

In Conclusion

If you want to increase customer acquisition and retention by creating the ideal customer experience, collecting insights from your customers is a must. When you offer your customers an incentive for their feedback, you show them that quality customer service - and their experience in particular - is your business's top priority. Find out how you can create great customer service surveys and offer incentives to get the insights you need to improve your customer's experiences.