Best Practices for Increasing Survey Completion Rate

Surveys are a critical tool for businesses in an era where data is the driving force behind informed decision-making. The collection of accurate and relevant data allows you to understand, analyze, and adapt to the ever-evolving needs and preferences of your customers. Increasing your survey completion rate will help you unlock the full potential of the data collected by Mindful Feedback.

Strategies for Increasing Survey Completion Rate

• Include a survey invitation message in the IVR before the caller is connected to the agent. This will give the caller a heads-up that they can expect a survey after they speak to an agent.
• Have agents give reminders. Train agents to let callers know there is a survey at the end of the call and to stay on the line. 
• Evaluate the entire customer journey. Look into other factors that could impact a caller wanting to take a survey based on their experience (i.e. queue time, average handle time, transfer count, etc).
• Add an open-ended feedback question to your survey. This allows customers to express their thoughts in their own words, without being constrained by pre-defined choices.
• Make the survey easy and quick to complete. The shorter and simpler the survey, the more likely callers are to complete it.
• Follow up with callers who don't complete the survey. Send them another survey via an outbound call, SMS, or email to see if they're still interested in participating.