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Customer service surveys are important to the growth and success of a business, but getting people to respond to surveys can be challenging. Follow these 10 ways to improve participation in your online surveys.
- Offer an incentive.By offering a customer an incentive for filling out a survey, you are accomplishing two feats: you are gaining valuable customer feedback to improve your business, and increasing the likelihood that they will repeat their business with you. Offer a $2 savings off their next visit and limit their use of the incentive to two-four weeks from time of response.
- Hold a raffle for those who respond.If you cannot or are not willing to offer an incentive to each and every customer to responds to your survey, hold a monthly or yearly raffle. Be sure to publish the first name and last initial of the winners on your website.
- Make the survey simple.Limit the survey to 3-5 questions, or at most, 10. Long surveys will often not be worth the incentive.
- Make the survey easy.Do not make the survey questions long or your scales confusing or inconsistent. If you use a 1-5 satisfaction scale on one question, do not change to a 1-10 response on the next.
- Make it about them.In your request, make sure to inform them that the purpose of the survey is to improve their experience with the company. Putting the focus on them tells them that their response is important and could initiate change.
- Personalize the request.If you send out emails to customers, use their name in the correspondence instead of a generic "Dear Customer" greeting. Requests using their name elicit more responses.
- Promise that the survey is short.Limit the amount of time the survey will take to a few minutes and inform customers of that fact up front.
- Use timely requests.Request that your customer fills out the survey within days of contact with the company. This keeps the experience close in their mind, and also gives a sense of urgency. Deadlines are a wonderful incentive to motivate people to get things done, including survey responses.
- Send follow-up requests.If they do not respond to the first request, send another reminding them to complete the survey before their incentive or entry expires. Make sure their name in the request to increase the odds they will respond.
- Make the survey "exclusive."People love feeling like they are getting something no one else is receiving. Use phrases such as "We are reaching out to our best customers." Everyone likes feeling special, and if you make them feel special, oftentimes they will respond.
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