Customer surveys not completed are like bird songs never heard or paintings never seen: so much effort but if no-one responds it’s all for nothing.
Improving the number of survey responses is critical because:
- You have better coverage of what your customers think
- You have less non-response bias.
- Customers that complete feedback surveys are more engaged with your brand and more loyal, regardless of the score they provide.
Increasing your customer satisfaction survey response rate is not difficult but you do need to focus on the detail.
With just a few small changes you can more than double the number of survey responses so its’ worth sweating the details. [Read more…]