How to Increase Response Rates for Customer Feedback Surveys

Do you want to improve customer service and sales processes for your business? If so, feedback from your customers can give you insight into what works for your customers and what needs to change to ultimately increase customer acquisition and retention. You know that customer service surveys are the key to creating a better customer experience. Now it's time to learn how to ensure that you get answers. In this post, we'll look at how you can increase response rates for customer feedback surveys.

Start with a Great Subject Line

The subject line of your email to customers to invite them to participate in a customer feedback survey can make or break your chances of getting answer right from the start. 33% of email recipients decide whether to open an email based on the subject line alone. The goal of your subject line is only to get the email recipient to open your email. Subject lines that increase open rates are short, personal, and offer a benefit.

Focus on the Customer

As you create your customer feedback survey messaging, you will want the focal point to be about your customer's experience. While your main goal is to improve your business's customer service tactics as a whole, your customer should feel like the focus is on improving their experience as an individual. Your messaging should encourage customers to share their thoughts on what made the sales or service experience outstanding, what could use some improvement, and what they could have lived without.

Send Surveys Within 24 Hours

How quickly do you send out your customer feedback surveys? To get the best insights from your customers, surveys should be sent within 24 hours of your customer's experience with your business, products, or services. This will ensure the experience is fresh in their mind and allow them to share specific details about their experience that you can use to refine sales and service processes.

Reduce the Effort Required 

Studies have revealed that attention spans are shrinking. Hence, if the longer you make your customer feedback survey, the fewer responses or completions you will receive. Customers are more likely to answer your survey if they feel it won't require a lot of time and effort. As you craft your survey, analyze each question to determine whether you can get the answer elsewhere. For example, there's no need to ask for general demographics if you have the customer's name, address, phone number, and email in your database. Ask specific details about their experience from start to finish instead. 

Guarantee Privacy

Customers are more likely to give you honest feedback if they feel their opinions are confidential. Let customers know that answers to customer feedback surveys are not for public consumption and that their purchasing behaviors won't be shared with anyone outside of your organization.

Offer an Incentive

Research proves the use of incentives increases response rates to surveys, questionnaires, and feedback forms. If you let customers know they will get something in return for providing their opinions, such as an online gift card to their favorite restaurant or store, they will feel even more valued as a customer. They will feel their answers matter, and in return, they will provide you with quality feedback.

In Conclusion

Your business needs feedback from customers to create a better experience for future customers.