Research shows that the general response rates for online customer satisfaction surveys can range between 15% to 30%. Our highest response rate achieved on MoveAide so far is 45%.
So how did they do it? How can you increase the response rates on your review invites?
Following are 4 tips to help you increase your online customer feedback response rates:
Communicate with your Customers
Do let your customers know that you’ll be sending them an online review request via MoveAide and encourage them to share their recent move experience. You can also incentivize them by letting them know that when they submit a review, they stand a chance to win an Apple iPad mini in MoveAide’s monthly lucky draw.
A follow up call after the survey invite has been sent out can also help increase the response rates. MoveAide sends out automated reminders on the 5th and 10th day after the initial survey invite is sent out. You can use our feedback reminder email feature to help you manage this process.
Timeliness
It’s important to send out review invites within 48 hours of interaction where possible. When the experience is still fresh in the customers’ minds, they are more likely to respond. Response rates tend to be higher and reviews more accurate. Some partners consolidate their survey requests and send them out once a month; this can be tricky for the customers who were packed up or delivered early in the month as they are likely to have forgotten details of the move.
The goal of sending an invite when the experience is still fresh is to make it easy for a customer to tell you whether or not they’re completely satisfied – so that you have the chance to fix any problems before they snowball.
Optimal timing for sending out feedback invites
There is a general consensus among the researches that Tuesdays, Wednesdays and Thursdays are the best days to send out your review invites. Mondays are typically bad days as people are just ‘recovering’ from the weekend and Fridays tend to be bad days too because people are gearing up for their weekend and may not be particularly interested in responding to a review request.
As for optimal timings, this is tricky to pin down for the review invites as we work with different time zones. You may be sending it out in what is considered optimal timing (0900 to 1100 hrs) in your time zone but the customer may be in another part of the world when they receive the invite.
Use our Collect and Add feature
Unfortunately, online feedback systems are not able to deliver the kind of response rates as compared to the traditional paper and pen method of collecting customer feedback.
If you are concerned with attaining a high response rate from your customer feedback, you can opt to use our collect and add feature. This will allow you to continue using the paper and pen method and have the scores re-entered into the MoveAide system.
For customer reviews to be published, the customer’s email address will need to be entered into the system. The customer will be sent an email automatically with a verification link. Only upon clicking on the verification link will the review be published.
