Post-call surveys are a valuable tool for businesses to gather feedback from their customers and improve the quality of their service. However, getting customers to participate in these surveys can be a challenge. Many customers may not be willing to take the time to complete a survey, or they may not see the value in providing feedback. This can make it difficult for businesses to gather the information they need to make improvements.
In this blog, we will explore strategies that businesses can use to encourage more customers to participate in post-call surveys. We will discuss how to make the survey easy to complete, explain the benefits of providing feedback, incentivize participation, personalize the survey, and send it at the right time. We will also cover additional strategies such as keeping the survey short, thanking customers for their feedback, providing options for feedback, following up with customers, and using customer feedback to make improvements.
By implementing these strategies, businesses can increase their response rates and gather valuable feedback that can be used to improve their service. Let's dive into these strategies in more detail and learn how to encourage more customers to participate in post-call surveys.
1. Make it easy for customers to participate:
Customers are more likely to participate in surveys that are quick and easy to complete. One way to make it easy for customers is to use automated surveys. These surveys can be conducted online or via a mobile app, making it convenient for customers to participate. They can complete the survey at their own pace and at a time that is convenient for them. Automated surveys also reduce the workload for businesses, as they don't need to collect and analyze the data manually.
2. Explain the benefits:
Customers need to understand why their feedback is important and how it will be used. Be transparent about what the survey is for, and let customers know that their feedback will be used to improve the quality of service they receive. Make it clear that the survey results will be used to make changes that will benefit all customers. Use customer feedback as a tool for continuous improvement and communicate the results back to customers.
3. Incentivize participation:
Offering incentives for completing surveys is a great way to encourage more customers to participate. Consider offering discounts, free products, or other incentives to customers who complete the survey. However, make sure that the incentive is not the only reason for customers to participate. The survey should still be valuable and meaningful to the customer.
4. Personalize the survey:
Personalizing the survey can make it more engaging for customers. Address customers by name and include questions that are relevant to their experience. This will show customers that their feedback is valued and that the survey is not just a generic form. Personalized surveys are more likely to get a higher response rate than generic surveys.
5. Timing is key:
Timing is important when it comes to post-call surveys. Ideally, the survey should be sent immediately after the call or interaction with the customer service representative. This way, the experience is still fresh in the customer's mind, and they are more likely to provide accurate feedback. Waiting too long to send the survey can reduce the response rate and the quality of the feedback
6. Keep the survey short:
Customers are more likely to participate in short surveys and to the point. Keep the survey questions focused on the customer's experience and avoid asking too many questions. A shorter survey is more likely to get a higher response rate than a longer survey.
7. Thank customers for their feedback:
Customers appreciate when their feedback is acknowledged and appreciated. Thank customers for their feedback and let them know that their feedback is valuable. This can also encourage customers to participate in future surveys and create a positive experience for the customer.
8. Provide options for feedback:
Offering different options for feedback can also encourage more customers to participate. Some customers may prefer to provide feedback via email or social media instead of completing a survey. Providing multiple options for feedback can increase the likelihood that customers will participate and provide valuable feedback.
9. Follow up with customers:
Following up with customers who have provided feedback can be an effective way to show customers that their feedback is valued. Respond to customer feedback and let them know how their feedback is being used to improve the service. This can help build a relationship with the customer and create a loyal customer base.
10. Use customer feedback to make improvements:
Finally, using customer feedback to make improvements is essential for building trust with customers. Act on the feedback and make changes that will benefit all customers. Communicate the changes back to customers, so they know their feedback has been heard and used to make improvements. This can create a positive experience for the customer and encourage them to participate in future surveys.
In conclusion, there are many strategies for encouraging more customers to participate in post-call surveys. By making the survey easy to complete, explaining the benefits, incentivizing participation, personalizing the survey, sending it at the right time, keeping it short, thanking customers for their feedback, providing options for feedback, following up with customers, and using customer feedback to make improvements, businesses can increase their response rates and gather valuable feedback that can be used to improve their service.
Using Feebak, a feedback collection platform integrated with Genesys Cloud, can make it easier for businesses to collect feedback and increase participation rates. One way that Feebak can help encourage participation is by making the survey process easy and convenient for customers. With Feebak's integration with Genesys Cloud, surveys can be automatically triggered at the end of a customer interaction, reducing the effort required from the customer to provide feedback. This can lead to a higher response rate and more valuable feedback.
By using Feebak, businesses can make the survey process easy and convenient for customers, personalize the survey experience, and so. This can help increase response rates and gather valuable feedback to improve the customer experience.