Customer Satisfaction Survey Response Rates

Non response to a customer satisfaction survey is likely to have the biggest impact upon the quality of results. The customer satisfaction survey response rate will depend upon a number of factors but the most significant are:

The methodology used. For instance a postal customer satisfaction survey is less likely to achieve high response rates than a telephone customer satisfaction survey
The relationship that your customers have with your organisation
The length of the customer satisfaction survey
The nature of the incentive offered to customer satisfaction survey respondents

In order to maximise the value of our customer satisfaction research we use best practice techniques combined with our experience in the customer satisfaction survey field. We have achieved over 80% response rates for online customer satisfaction surveys and telephone customer satisfaction surveys and will sometimes used mixed methodologies to maximise a response.