Re: How to increase survey response rate? - Effectiveness metric
As my esteemed friends have noted, surveys are a tricky business. Our third-party auditor seemed pretty impressed with our response rate, so I will share what we do. We have a survey on our web site that has 5 or 6 statements and a 1-6 scale, disagree strongly to agree strongly, for the respondent to tell us where they stand in general areas of product, service, etc. Then there are 3 or 4 open ended questions that they can answer or not. They can give their name, or not.
The trick is that we have electronic billing over the internet, and there is a link to the survey on the bottom of our invoices. We also include a link whenever it is appropriate.
If we get 3 responses a month, it is a good month. We get an occasional gem that we can use to improve, but with most of the responses in the 5 to 6 level, frankly we don't get much usable info, other than our customers are generally pretty happy.
I hope this helps.