5 Ways to Increase Customer Survey Response: Web or Interactive Voice Response (IVR)
May 17, 2011-
A concise survey invitation increases response rates. Basics such as good grammar and correct spelling are obvious, but companies also need to consider brief wording. Companies should partner with the survey provider to develop a unique invitation that will capture customer’s attention and encourage them to respond.
-
Communicate how long it will take to complete the survey– and deliver as promised. Differing opinions exist about survey length, and it can be challenging for companies to balance the need for customer feedback in many areas while offering a survey that is not too lengthy. Many times the invitation asks customers to complete a “short” survey, however, when customers dial in or access the link to the survey, they discover that survey completion takes longer than expected. With a long survey, customers may abandon the survey before completion. And worse, they probably will not participate in a future survey based on this one experience.
Our experience shows that surveys with a maximum of 10 questions receive the best response rates. Conduct trials internally and make note of how long the IVR or web survey takes to complete. After completing the internal tests, include how long it will take customers to complete the survey on the invitation.
-
Using Mystery Shopping Results: Key Element of Employee Reviews
March 3, 2011Has your management team considered new ways to motivate employees during performance reviews? A recent article on best practices for employee performance reviews contains suggestions for delivering more rewarding employee reviews.25 Resolutions for Customer-focused Organizations
January 13, 2011-
Speak customer, not industry jargon. Make things easy: don’t make your customer have to understand your business. Industry jargon and double talk don’t get or keep customers. While some disclaimers may be legal requirements, ensure your staff does not go too far. There’s a nice, achievable balance between industry jargon and talking down to a customer.
-
A concise survey invitation increases response rates. Basics such as good grammar and correct spelling are obvious, but companies also need to consider brief wording. Companies should partner with the survey provider to develop a unique invitation that will capture customer’s attention and encourage them to respond.
Has your management team considered new ways to motivate employees during performance reviews? A recent article on best practices for employee performance reviews contains suggestions for delivering more rewarding employee reviews.
Speak customer, not industry jargon. Make things easy: don’t make your customer have to understand your business. Industry jargon and double talk don’t get or keep customers. While some disclaimers may be legal requirements, ensure your staff does not go too far. There’s a nice, achievable balance between industry jargon and talking down to a customer.