THE OPTIMAL PROCESS TO ACHIEVE AN 80% SURVEY RESPONSE RATE
Step 1: Align Details While Onboarding
Align the correct details (preferred channel, time, frequency) for surveys with the stakeholders while onboarding.
Step 2: Identify Key Stakeholder Lists
Ask CSMs to make the lists of all stakeholders, Decision Makers, and Actual Users of the product. Targeting the right person is crucial.
Step 3: Pre-Notify Customers (Heads Up)
Pre-Notify your customers that you will be sharing the surveys shortly. This shows respect for their time and increases inclination to respond.
Step 4: Personalize Survey Sender Name
Send the survey from the names of executives or CSMs—people they recognize—and not the generic company's name for higher trust and open rates.
Step 5: Set Automated Reminder Mails
Send a polite reminder mail to the non-respondents 3 and 7 days after sending the initial survey. Timely follow-up is key to boosting response rates.
Step 6: Personal Outreach to Non-Respondents
For persistent non-respondents, reach out personally to ask how you can get feedback from them, potentially through a different channel (e.g., in-app or a quick call).
Step 7: Close the Loop & Take Action
This is the most critical step: analyze the feedback, communicate back to the customer what action was taken (Close the Loop), and implement changes.
