How to increase the survey response rate in B2C? Boosting the response rate is incredibly important to running a successful survey. Here are 8 ways that can help you with it. 1. Ask the RIGHT QUESTIONS at the right TIME on the right CHANNELS Why send an NPS survey after the product delivery? Shouldn’t a CSAT survey be sent to understand the delivery experience? And NPS be sent quarterly or annually to understand the relation of the customer with the brand?  That’s why knowing the right time to ask the right questions is critical. 2. INCENTIVIZE them If you have long surveys, give something to your customers to get their time and efforts in return. And before sending them the survey,  - ask them if they’d be interested. - if there are 10 or more interested, choose the top 3 or 5 and incentivize them.  - Later, don’t forget to thank them at the end of the survey.  3. Make short surveys Value your customers’ time. Make a concise survey and ask the important question first so that your customers can give their feedback accordingly. Inform the time your survey will take and if there are multiple questions, go for a telephonic/face-to-face interview.  4. Reduce the survey fatigue Send only one survey a month. Ask open-ended questions where customers can share their experiences in detail. Send your surveys through a single channel/platform so that you can manage all the surveys in one place. 5. Share the purpose of your survey Why should your customers spare time on opening your emails or messages to give you feedback? Inform them about the PURPOSE of your survey so that they’ll know what they are getting into. 6. Pre-notify your customers Inform your customers about the survey that you are going to send after they have used your services. For instance, while onboarding customers, inform them that you’ll send a survey once a month. This will increase the survey response rate because when the customers know what is coming next, they are more likely to give responses. 7. Close the loop with customers Closing the feedback loop is incredibly important to boost the survey response rate. It basically means taking action on the customer feedback. This improves the relationship with the customer and lets them know their feedback is listened to and acted upon.  8. Customize your surveys Personalize the surveys so that it appears more empathetic towards your customer which will help in building a relationship. You can customize the subject line of your email or questionnaire etc. Try to use metadata wherever possible. Try these 8 tips to boost your survey response rate in B2C and if you have any more ideas, please reach out to us. 

1. by
Surveysensum
How to increase the
survey response rate
in B2C?

2. 1
Timing is everything. Brands should know which survey should they send at what time and channels to the
customers.
So, what can you do?
Ask the right questions at the right time on the right channels
Know the right time
If your customer recently interacted
with you, send the survey after the
interaction because nobody is going
to remember the conversation after 2
weeks.
Know the right channel
97% of the people in Indonesia prefer
WhatsApp, so why send surveys on
SMSes?
Ask the right question
Many brands ask an NPS question
immediately after onboarding them.
Why would they recommend you?
They haven’t even used your services
yet. Instead, go for a CSAT survey!

3. Here’s a great example:
But once they change their feedback
channel to WhatsApp, their response rate
increased by 40%.
Indomobil, one of the SurveySensum clients
used to take customer feedback on CATI.
40%

4. If it’s going to be a 1-2 minute survey, you don’t need to incentivize them.
But if you want to take a 15-20 minute survey then,
2 Incentivize Them
Ask your customers if they are
willing to participate.
Give me some incentives such
as gift cards, coupons, extra
offers to take the survey.
At last, thank them for their
participation.
But incentivization needs to be done carefully else it might turn out to be a costly affair.
So, don’t incentivize everyone. Choose the right audience and create a budget. Then instead of sharing
incentives with everybody, give it to top three or top 5.
This will improve your survey response rate and improve your quality of data as well.

5. Everyone in this world is super busy, they have a lot to do. And if you are asking for way too much in long
surveys, people will simply ignore that.
So, what can you do?
3 Create surveys as short as possible
Make them short with the most
important questions at the top
(Just in case respondents don't
complete them).
Don’t promise a 2-minute survey in
the email if you are going to ask a
thousand questions in it. Deliver what
you promise. Value your customers’
time.
If there are too many questions to ask,
schedule an interview with them or
ask after the third questions, if they
could answer some more. And don’t
forget to thank them for it.

6. Unfortunately, customers don't love surveys as much as we do.
Because it’s not just you sending the surveys. Every company is doing that.
So, what can you do?
4 Minimize the survey fatigue
Don’t bombard your
customers with the surveys.
Minimize them. Send not
more than 1 survey in a
month.
Whenever you send a
survey, ask an open-
ended question where
they can share their
experience with you in
detail.
Also, don’t overcrowd the
customer. Make sure all
your teams are sending a
survey on a single channel.
Use one platform to send
the surveys so that you
can manage the feedback
easily.

7. So, what can you do?
Here are some examples.
5 Share the purpose of the survey with your customers
Why should they
share their
feedback with you?
Why should they
put in their
efforts?
What’s in it for
them?
When you are asking for
feedback, then you are being
selfish. Because it is there time
that you are asking for to
improve yourself.
That’s why give them a reason to reply to your surveys.

10. Always let your customer know there will be a 2
questions survey at the end of the all if they wish
to participate.
Or, while you onboarded the customer, let them
know that you’ll survey them once a month.
Because, when the customers know what is
coming next, they are more likely to respond to
the surveys increasing the survey response rate.
6 Pre-notify your customers

11. Response rates are definitely going to boost up if the survey
is taken on the same channel. For example, if the customer is
using your platform, don’t ask for their feedback over the
email, instead pop up the survey in the platform itself.
I recently shopped from the Myntra app and they sent an
SMS asking for the delivery experience. When I click it, the
app opens up and takes my feedback.
Why not pop up the survey in the app itself?
7 Seamlessly integrate surveys with the existing tools

12. In B2C, you can't close the loop with everyone. You have to prioritize.
So once you get the open-ended responses,
8 Close the loop with the customer
Also, don’t forget to communicate to the customers that they have been heard via newsletters, marketing
materials, app notifications, or even in your next survey emails. That you have taken action because they
shared their experiences with you.
Look for trends that have the
most negative sentiment.
Identify the ones that have shared the
most descriptive feedback because this
means that they have put in the effort to
share their experience with you.
Call those customers to
understand the problem
from the core.
Then take action
on that feedback.

14. Hi Tanuj,
Thank you so much for sharing your amazing feedback
in our last survey. It helped us a lot. With your help, we
have improvised our XYZ feature. Please use it again
and share your experience with us.
Moreover, could you please share our delivery
experience in this 2-minute survey?
Take the survey here →
Thanks :)

15. Personalization adds warmth and humanity to the surveys. It lets
the customer know that you know them.
So, personalize your surveys - emails, subject lines, questions, etc.
Use metadata wherever possible.
9 Personalization is the key
Example: I recently bought a sweatshirt from Amazon. So
instead of asking, ‘How was your shopping experience?’, they
said ‘Hi Tanuj, we hope you loved your new shirt, mind telling
us about your shopping experience?’

16. Do you ever analyze why they are not responding?
CALL THEM.
Yes, make an effort to understand what is going wrong.
Because this has happened many times that when you are trying to reach out to get
them to take your surveys and share their feedback, they might not be doing any
business with you.
They have switched to your competitors.
What if after all this people don't respond?