Customer survey response rates

It is no longer news that businesses are compelled to measure customer satisfaction with the offered products, services, or support.

To ensure growth, the focus should be placed on understanding the ever-changing customer needs and on providing customers with a positive and effortless customer journey.

However, this knowledge only arises when you ask your potential and existing customers what they need, think and want.

With this in mind, different struggles arise, as each surveying method uncovers some disadvantages.

A telephone survey has its benefits, but it is also linked to increased costs. An IVR customer survey may deliver enough insight, but many customers perceive it to be impersonal.

Online surveys have become one of the most popular surveying methods, mainly due to the advantages that come along with it, such as instant customer feedback, flexibility, reduced costs and simplified reporting and analysis to name a few.

Still, many tend not to use them, due to some testimonials, or personal experiences that have shown relatively lower response rates compared to other methods.

We have found that following certain guidelines and rules ensures response rates reach significant high levels.

Intersoft delivers the platform to provide your company with a customized online survey, but also the insights that help you achieve good response rates and low abandon rates.

The available research shows that usual response rates to online surveys average between 13% - 16% for B2C and 23% - 32% for B2B.

Under consideration of the absolute number responses, a response rate between 15% and 30% is deemed as a good result.

Together we can do even better!

Intersoft offers a complete customer experience survey solution with features that help you increase survey participation rates, survey response rates and reach the required sample size to deliver statistically relevant results.

Invites to the online survey can be sent via email, or SMS, depending on the type and level of customer details available.

Follow up emails after the initial survey invite, remind customers to take part in the survey, increasing survey participation rates and indirectly response rates.

Using personalized sender information, e.g. advisor handling the case, account manager, etc. is an available feature that boosts the awareness and engagement of your customers.

With its more than 20 years experience, Intersoft can provide extensive consultancy on this topic, making it easier for your company to obtain customer feedback to all areas that are important to your business.

Obtaining customer feedback in the right shape and format will set the ground for a comprehensive Customer Experience Program and ensure the growth of your company through carefully defined processes adapted to each of the touchpoints of the customer journey.