10 Survey Best Practices and Tips to Increase Response Rates (Part 2)
Continuing with our post from Tuesday, we continue to break down the top 10 best practices for your feedback surveys. Part 2 below lists our best practices and tips 6 through 10:
6. Act on Feedback
Make sure that if you are collecting feedback, you act on it. The best brands take survey feedback and immediately route it to the right teams to ensure follow-through takes place. For example, if a customer-rated a particular customer service representative poorly via an SMS survey, this low score should trigger an alert that gets routed to a manager who can make sure that the customer gets a callback to rectify their concerns right away.
7. Avoid Repetition and Coordinate with Communications Departments
Nothing says, ‘I don’t pay attention to you’ like sending customers multiple types of content and surveys with similar information in them. The best brands coordinate surveys with other corporate communications to avoid email/survey fatigue, and to ensure that there is no repetition in messaging—which can be a headache for consumers.
8. Taste Your Own Medicine
There is no better way to know if your survey is painful for customers to complete than to take it yourself. Doing so can help you understand why certain questions need to be eliminated or why certain questions are confusing and unclear.
9. Make Sure Customers Understand Questions and Are Finishing Them
What seems clear to a CX expert might not be clear to the common consumer. Identify poorly worded or confusing questions by sample testing both internally and externally. Also, identify if customers are skipping questions, not finishing them, or are assigning random responses – because these all are indicators of poor question quality.
10. Know the Signs of ‘Survey Fatigue’ and Act Appropriately
Customers burn out from taking too many surveys. From deleting and blocking your emails to writing irate comments in their responses, these are indicators of a customer who has had enough. Make sure you assess the amount of communications customers are receiving from your brand, the type of surveys you are sending them and the frequency in which they are sent. There is always a way to create better surveys and question sets – and those who take the time to do so will sway their customers away from survey exhaustion towards survey invigoration.
Read part one of this post here. Or, download our free paper, “10 Survey Best Practices and Tips to Increase Response Rates.”
Understanding survey best practices is great, but you also need to know which collection methods work best for you. Check out our previous post that breaks down the pros and cons of different collection methods here.