It’s tricky for sure. High response rate and low drop-out rate are something that could feel impossible to achieve but is in fact quite easy if you are doing it right. We have for sure learned from our mistakes while testing new ways of the increasing response rate and lower the drop-out rate. Let me present to you, our top findings:It’s tricky for sure. High response rate and low drop-out rate are something that could feel impossible to achieve but is in fact quite easy if you are doing it right. We have for sure learned from our mistakes while testing new ways of the increasing response rate and lower the drop-out rate. Let me present to you, our top findings:
1. Intro e-mail – The intro e-mail is the most important tool in order to get your customers to respond to your survey. The customers’ decision making of taking the survey lies in the intro e-mail. That’s why it’s super important that you are capturing the customer’s interest and are getting their excitement of taking the survey. How can this be done?
- Make it personal – Set an eye catching header which targets the customer by name. E.g “Help us be even smooother, Lovisa!”
- Clear message – Set a clear message with the survey – what do you want to achieve?. E.g “Participate in our survey and help us create the smooothest customer service experience!”
- Explain why – Explain why you are contacting the customer, what you expect from them and what they can expect from you. Set clear expectations by writing out how much time the customer needs to spend by filling out the survey or how many questions the survey consist of.
2. Brand the survey – No one wants to take a survey for a company they do not recognize. Make sure it’s clear that the survey comes from you and that the survey is branded in the same way as your company. It should fall within the same design guidelines as your other external touchpoints.
3. Make it easy for participants to take your survey
- It should be clear where they should click in order to participate.
- The survey itself should not contain any unnecessary information or too many questions. Keep the survey short and only ask questions you want answers to. Read more about measuring the customer satisfaction here.
4. Remind the customer – It’s OK to forget, we all do. Sometimes we need to remind our customers of what we want. If the customer has not responded to your survey, send them a reminder! Ask them again to take your survey and I can assure you response rates will go up!
Until next time
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