So you’ve managed to attract consumers to your business and convert them into customers. That’s great! Your work is done, right? Well, no, or at least it shouldn’t be. Not putting time and effort into retaining your customers is a big mistake, especially when you consider how much better the return on your investment is with them. One of the things that can help you retain them is by getting a better understanding of what they want from your business. The best way to find that out is to ask. But how do you do that in such a way that encourages a response?
When you send out a survey, you should always send it out with a message that invites your customers to participate. Think of the copy of your message as being marketing for your survey. The words you choose and the way you present your message will impact how willing people are to take it. If your copy isn’t effective, you need to find a different way to present your message. Make sure you include the purpose of the survey and how long you think it will take. Keep in mind that ideally it shouldn’t take longer than five minutes to finish.
The copy is far from the only thing you need to really think about. You also need to carefully consider the impact that the methods you use to reach out to customers has. There are a few different options. Phone surveys are generally unpopular methods and probably won’t pay off. Emailing surveys to your customers is likely to work better. There’s an even better option though: text messaging. When compared to other methods, text messages increase response rates by 209%.
It’s all well and good to say that your survey should only take five minutes to complete, but if you’ve designed your survey in such a way that it takes longer than that to complete, you can expect your response rate to suffer. You want to make your survey as convenient for customers to complete as possible. Short, simple, and easy-to-answer surveys are more likely to get you a better response rate, since they stand a better chance at avoiding survey fatigue.
Customer surveys can be a powerful tool that helps you better understand your strengths and weaknesses as a business from the perspective of your customers. They only work, however, if you can get them to respond. Make sure that you factor in ways to encourage a solid response rate for every survey you send out to give your business it’s best chance at getting the responses it needs.
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