The voice of the customer is an extremely important one to listen to for any organisation that is serious about CX. One of the tools we’ve discussed to do so is through a post-interaction survey. In this post we’ll give you three tips to improve your chances in getting high quality data through these surveys, along with improving your overall response rate.
Tip 1 – Make It Easy
Both the time and effort taken to complete a survey can be barriers to getting quality answers, or answers at all. It’s a fine line balancing gathering data and making the process something your average, time-poor customer is happy to complete. This is a big consideration when it comes to choosing a channel. Text message surveys are quick and easy to complete, with a slight drawback of the customer not always responding immediately, meaning they may not remember the interaction in as much detail. The longer the survey and the more complicated the process to responding to it, the fewer responses you’ll get.
Tip 2 – Don’t Wait
Waiting too long after the interaction is completed vastly reduces your chances of getting a response. By waiting – the customer cares less about passing on positive feedback and any negative feelings from the interaction will have been lessened. Even if they do respond the chances of them remembering the interaction to a level sufficient for providing a quality response, are minimal.
Tip 3 – Don’t Be a Nuisance
Though it may seem like a good idea to grab your customer’s attention in any way it takes to get responses, being too aggressive can work against you. Sending too many surveys at the wrong times, or using pop-ups or other intrusive measures can not only reduce the chances of getting a response, but can damage your customer’s view of your organisation.
As always, please contact us if you’re interested in learning more about customer surveys and what Veridian Solutions can do for you.