How do you increase response rates to customer satisfaction surveys?

5 pts.
Tags:
B2B
Customer satisfaction
Surveys
I want to put a list together to try and improve response rates for B2B customer satisfaction surveys. I have a few ideas (which I've listed) and would be grateful for any additions.

  • Acting on the feedback - shows you've listened and helps response rates for repeat surveys
  • Have good customer data - mis-spelling a customer's name doesn't help
  • Send the survey to the right people - the wrong people won't know the answers and wont return the survey
  • Sending two thank you letters helps response rates for repeat surveys
  • The survey shouldn't take up too much time - ref drop-off rates in telephone surveys
  • Make it personal - write a letter first and ask the right questions
  • Don't ask dumb questions http://www.infoquestcrm.co.uk/2013/11/how-to-increase-response-rates-to-customer-satisfaction-surveys-tip-2/
  • Don't survey too frequently

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