34 Ways to Increase Customer Survey Response Rates

Every once in awhile, it’s a good idea to step back and examine our response rates. Here are a few ideas to get you started.
  1. Switch up your subject lines
  2. Change the from name
  3. Check in on the ease of use of your survey
  4. Shorten your survey
  5. Tell people how long your survey is in the email (and don’t lie)
  6. Answer the question “What’s it in for me?” for the respondents
  7. Tell respondents what the survey is about
  8. Survey your customers more often
  9. Survey your customer less frequently (if you’re in this camp, I want to talk to you!)
  10. Ask less matrix questions
  11. Optimize your survey for mobile
  12. Put a plan in place to take action on the results, and tell customers about it! (If customers see their voice being heard, they’re more likely to participate next time)
  13. Give them an open comment box to talk about what they want to talk about
  14. Speak their language, none of your internal acronyms or jargon
  15. Double check that your links are correct in emails
  16. Include a link to the survey in other places customers are (Service Portal, within the product if it’s in the cloud, etc.)
  17. Have a focused set of goals when writing your survey (this helps with #4)
  18. Send 1-2 reminders to take the survey (don’t forget those who abandoned in the middle)
  19. Warn customers the survey is coming so they’ll be on the look out
  20. Get employees talking about the survey to customers when they call or email support
  21. Change the color of calls-to-action within emails (sometimes orange is better than blue)
  22. Offer an incentive
  23. Don’t ask questions you already know the answer to (What product did you buy? Where do you live?)
  24. Leverage survey logic to only show relevant questions and options
  25. Use pipe logic to further personalize the survey experience
  26. Show a progress bar so they know how many questions are left
  27. Don’t ask questions that are too hard
  28. Let customers share the survey with other customers on social media or by email
  29. Ask less open ended questions
  30. Change the header on your survey to be more “on brand”
  31. Consider making your survey anonymous
  32. Bring the fun with a few interactive questions
  33. Include less questions on a page and strategically use page breaks
  34. Put more questions on a page
What else would you add to this list?

Written by Cvent Guest