The smartphone has become an integral part of many people's day-to-day lives and with a large number choosing to check and answer their email on the go, you may need to adapt your surveys to match.
This means keeping those customer satisfaction surveys shorter to prevent the drop off rate from escalating.
Here are a few tips to help you keep those surveys short and succinct.
Set goals
If you are aware of just what it is your survey intends on asking, it will be easier to plan appropriate questions.
This means you can better target your queries so you get the response you want through asking fewer but more salient enquiries.
It may mean asking similar questions from different perspectives in order to really get the answers most relevant to you.
Explain why the survey is important
Since customers will be taking time out of their day to answer your survey questions, it is important they understand why it is necessary.
It could be worth explaining that the survey will help your business to provide better service so their next interaction with you will be even more enjoyable.
Lay out exactly how the information gathered will be used and make sure respondents know their data will be kept safe and secure.
Send reminders
In this day and age it can be hard to remember to come back to a survey. Customers may plan on coming back to it, but other things crop up.
Or, they may see the email on their mobile and not have enough time to fill out the survey then and there.
A reminder can be a great tool to prompt customers to fill out surveys. Make these personalised and aim to send them around 10 days after the original email was sent, to maximise response rates.
If you a curious to see how well some of these tactics work, why not try a demonstration of a PeoplePulse survey?
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