Low Response Rate

Wouldn't you Kno, surveys are tricky and you don't always get the engagement you want, but we've got a few tips up our sleeves to help!

Landon Anspach avatar
Written by Landon Anspach
Updated over a week ago

Every brand is different, and every survey is unique, so every response rate is going to vary widely based on a number of factors. But there are a few things you can do to get things moving in the right direction!

1) Question Style

Our radio button questions are designed to advance automatically to the second question as soon as the survey respondent makes a selection. This draws the customer into the survey and helps elevate completion rates! Use the other question types later in the survey, after the customer has committed.

2) Start General, Move Specific

Personal demographic information can be important, even essential for your brand's marketing strategies. But annual salary questions create resistance to answering rather than drawing your customers into the survey. Start general with your questions (How did you hear about us? How long did it take to convert?) and move to the personal questions later on in your survey.

3) Avoid Required Questions

You may be tempted to require an answer to a question before moving someone on to the next. But we see response rates increase (what?! 🤯) when questions are optional. Customers like the option to see what's next and then go back to answer previously skipped questions.

4) Survey Position

If the survey is at the top of the page (the actual setting is 'Before other Scripts'), it will be the first thing that your customers see and they will be more likely to answer a survey question.

5) Patience

Resist the temptation to give in to anxiety the day that you deploy your survey. Because of the way that our surveys are designed, they will show on the confirmation screen anytime a customer visits it until it is completed. That means your customer may choose to ignore the survey when they purchase but may fill it out whenever they come back to check on their order's shipping status. Response rates will likely increase from day 1 and will stabilize over time.

6) Survey Style

Post-purchase surveys for new customers receive the best response rates (typically). But if you want to get info from your returning customers (which we HIGHLY recommend), you'll find that response rates will be slightly lower. It's not you, it's your customers, as this trend rings true historically for most of our brands.

Happy Surveying!

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