Customer satisfaction is a little tough sometimes when you don’t know if you are making mistakes, and if you are, who’s telling you? Issues surrounding response rates are something that most people struggle to conquer to get to the best reputation. In fact, internal surveys will generally receive an average of 30-40% response rate, compared to a 10-15% response rate for external surveys.
You’re not receiving as many responses as you hope, but there are plenty of valuable reasons behind this. Dana Severson, a writer for Promoter.io, learned the hard way and has shared some secrets that make sure his experience will never happen again.
Check out one tip here, and find the other 6 on the Promoter.io site:
Once the survey was refined to my satisfaction, I quickly sent the email out and waited in anticipation … the truth is, most companies get this totally wrong, including even the most successful company in the world.
Send your survey from a human, not a department or company
This may seem obvious, but all too often, companies want responses to go to an email address that everyone on a team has access to.
What you need to know is that nobody wants to respond to a bot (i.e. firstname.lastname@example.org), they want to know that their voice is being heard by an actual person.
You can even create a fictitious email address or alias, so long as it looks like a human.
BONUS: If you want more honest answers, send the survey from someone that the customer doesn’t deal with on a regular basis.
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