This document provides 4 tips for improving survey response rates: 1) Avoid over-surveying and keep surveys short to prevent fatigue. 2) Take action on feedback and follow up to encourage future responses. 3) Ask clear, specific questions that prompt meaningful answers. 4) Leverage automation to send surveys when experiences are fresh. The overall message is that surveys should be concise and action should be taken on feedback to improve response rates and gather useful data.

1. Don’t let your customers hate your surveys
4 tips to improve survey response rate
Anthony Pica

2. Why does survey response rate matter?
Voice of the Customer Collect more data
Move from current state to ideal stateMake smarter business decisions

3. Tip #1: Prevent survey fatigue
● Avoid over-surveying
● Keep surveys short & sweet
● Use mobile-friendly emails & web pages

4. Tip #2: Take action & follow up to encourage future responses
● Use automation to create alerts and tasks
● Show you’re listening
● Explain what you’ll do with the feedback

5. Tip #3: Ask questions that matter
● Be clear, specific, and concise with your writing
● Make it effortless for customers to think of answers
● Write questions in a way that prompts meaningful answers

6. Tip #4: Leverage automation to send surveys
when the experience is top of mind
Case Closure
Use Cases
Sales Opportunity Closure
Project Milestone
RMA & Warranty Processing
Field Service Visit
Retail Purchase

7. Test drive Simple Survey!
http://ic.force.com/phillyforce
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