{"id":5882,"date":"2025-05-02T10:23:58","date_gmt":"2025-05-02T14:23:58","guid":{"rendered":"https:\/\/www.chatterresearch.com\/?p=5882"},"modified":"2025-08-06T09:46:06","modified_gmt":"2025-08-06T13:46:06","slug":"how-to-get-more-customer-surveys","status":"publish","type":"post","link":"https:\/\/www.chatterresearch.com\/how-to-get-more-customer-surveys\/","title":{"rendered":"How to get more customers to complete your surveys"},"content":{"rendered":"

[vc_row css_animation=”” row_type=”row” use_row_as_full_screen_section=”no” type=”grid” angled_section=”no” text_align=”left” background_image_as_pattern=”without_pattern” z_index=”” css=”.vc_custom_1652993357684{margin-top: 100px !important;padding-right: 20px !important;padding-left: 20px !important;}”][vc_column][vc_column_text]<\/p>\n

BLOG<\/p>\n

How to get more customers to complete your surveys<\/h1>\n

[\/vc_column_text][vc_single_image image=”5885″ img_size=”full” alignment=”center” qode_css_animation=”” css=”.vc_custom_1741203921011{padding-top: 10% !important;padding-bottom: 6% !important;}”][vc_column_text]Many businesses struggle with low survey response rates, but polling customers is the only way to gather insights about their experiences. Without their input, you\u2019ll be taking shots in the dark.<\/p>\n

The right kind<\/em> of survey\u2014underpinned by a compelling delivery\u2014can go a long way toward collecting more responses.<\/p>\n

In this post, we\u2019ll explore strategies for increasing survey response rates, while also considering the strengths and weaknesses of SMS-based surveys<\/strong> and link-in-email surveys<\/strong> based on recent research.
\n[\/vc_column_text][vc_column_text css=”.vc_custom_1741203956040{margin-top: 30px !important;margin-bottom: 5px !important;}”]<\/p>\n

1. Keep it short and focused <\/strong><\/h3>\n

[\/vc_column_text][vc_column_text]Customers are more likely to complete surveys that take under 2 minutes.<\/strong> Add messaging to the SMS or email soliciting customers\u2019 opinions letting them know that this will be very quick.<\/p>\n

<\/span><\/p>\n

Once they\u2019re in, avoid anything that can be perceived as lengthy or complex. That applies to the survey itself as well as the questions you\u2019re asking! You can use skip logic to personalize the survey experience based on respondents\u2019 answers and avoid asking any irrelevant or repetitive questions.<\/p>\n

Before you begin building out a strategy, be sure to consult our best practices guide<\/span><\/span><\/a>.<\/p>\n

2. Choose the right moment <\/strong><\/h3>\n

[\/vc_column_text][vc_column_text]Send surveys immediately after the customer interaction<\/strong> to capture fresh, relevant feedback. That might be right after a purchase is made, a service is rendered, or an in-store visit is wrapped up.<\/p>\n

<\/span><\/p>\n

Customers may not be ready to engage with your survey right away, so it\u2019s best to send follow-up reminders. Send a couple of gentle nudges to anyone who hasn\u2019t responded, letting them know it\u2019s not too late and you\u2019re still eager to hear from them. \u00a0<\/span><\/p>\n

3. Offer an incentive <\/strong><\/h3>\n

[\/vc_column_text][vc_column_text]Sometimes, sweetening the deal makes all the difference. Incentives like bonus loyalty points, discounts, or sweepstakes entries can motivate consumers to participate. You can experiment with different offerings to see which ones resonate most with your audience.<\/p>\n

If you want truly unbiased responses, make sure to frame the incentive as a token of appreciation and not a reward for positive feedback<\/span>\u00a0<\/span><\/p>\n

4. Make it mobile-friendly <\/strong><\/h3>\n

[\/vc_column_text][vc_column_text]A large portion of survey responses come from mobile devices, so your surveys should be optimized for easy mobile access. Before you launch, run tests on multiple device types to make sure the experience is optimized across each one.You should also simplify your survey formatting by avoiding text-heavy questions and offer easy-to-select options<\/strong> for quicker completion. <\/span>\u00a0<\/span><\/p>\n

5. Personalize the invitation <\/strong><\/h3>\n

[\/vc_column_text][vc_column_text]Reinforce the relevance of your survey by using the customer\u2019s name and referencing their recent interaction. The more valued the recipient feels, the more likely they\u2019ll be to provide a response.<\/p>\n

<\/span><\/p>\n

It\u2019s also a good idea to test different subject lines and invitation formats for both email and SMS surveys to optimize open and response rates. \u00a0<\/span><\/p>\n

6. Use multiple channels for distribution <\/strong><\/h3>\n

[\/vc_column_text][vc_column_text]Different customers will prefer different methods of communication, so you\u2019ll need to diversify your approach. Email is a standard distribution channel, but messages can easily get lost in the shuffle and lead to low response rates. Carefully crafted and highly compelling subject lines can rally against these deflated numbers.<\/p>\n

<\/span><\/p>\n

SMS is associated with higher open and response rates, especially for short and simple surveys. While this channel is perfect for real-time feedback<\/strong>, it may not be suitable for more complex questionnaires.<\/p>\n

QR codes on receipts or in-store signage invite customers to share their feedback right after an in-person experience, while in-app or website pop-ups are great for digital experiences. \u00a0<\/span><\/p>\n

7. SMS vs. email surveys: key differences <\/strong><\/h3>\n

[\/vc_column_text][vc_column_text]SMS-based surveys <\/strong><\/span><\/p>\n