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Triggered Email Surveys Get Much Better Results
Want to ask your customers something? Obviously you can call them, mail them a survey, or email them a survey. Of course there are other ways but the fastest, most cost-effective, and most expedient is to email them a survey. The results are available immediately for you to make quick decisions.
Want to improve response rates to your survey? Offer to give them something for taking the survey. We find the best “rewards” when we send rewards surveys are simple and cheap like Starbucks or iTunes cards or even Amazon certificates. We send them all the time for our clients: Rewards Surveys.
Want to really improve your results? Automate your survey. Call it what you want: triggered, transactional, event-based, or drip. The idea is to survey your customers immediately after an event. Response rates can go up by an order of magnitude by tying your email survey to some interaction the customer just had with you.
The event can be as simple as opening an email, visiting your web site, finishing a customer support request, or taking delivery of a FedEx package. The types of triggers are endless. The point is that the customer is much more likely to respond to an email if they have just had an interaction with you. Strike while the iron is hot, as they say!
We have numerous examples of how triggered surveys have improved responses. But perhaps our own is very close to home. We send out customer satisfaction surveys as soon as a Creative Services ticket is close at Boomerang. We consistently receive higher than 30% response rates without offering ANY reward! And, as a direct result of these surveys, we have continually improved our customer care services to where our average response rates us at 4.93 out of 5. We have learned more about our clients, improved our services, and can now respond very quickly to a problem or crisis.
If you want better response, consider automating your surveys. I can guarantee you’ll see better results.
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