Conducting customer surveys is just the first step of your research. Next is to follow up after survey and start analyzing the findings to create actionable insights.
To get maximum gains, you need to hear from your leads again. This can translate to real value for your company.
This article will guide you on following up after a survey in a way that gives your business more value.
The Importance Of Follow Up After Survey
Take a look back at the last time you did an online survey. You probably filled it out, never heard back from the company, and simply forgot about it. This is a missed opportunity for the company and a common mistake.
It’s essential to follow up after a survey because you want to ensure everyone who participated has answered the questions. Additionally, it allows you to collect more data from respondents who may have skipped the survey or been unable to complete it.
Following up shows participants that you value their input and are committed to making changes based on what they say.
Prompting people for feedback is an excellent way of gauging customer satisfaction with your product or service.
It is also a great way to identify any problems with the survey itself. If there’s a low response rate or if people are providing incomplete answers, then investigating why can help improve future surveys.
Types of Survey Follow-Ups
Businesses can use follow-up surveys for different reasons. The content of the email is usually based on the action or information you desire from the respondent.
Here are the most commonly used follow-up surveys:
Survey Reminder Follow-Up
If a response is pending, email the customer a survey reminder within the first 42-78 hours of sending an invite. Avoid messaging them any earlier, or you’ll risk nagging a potential participant.
But if you’re too late, they might lose interest or forget it altogether.
Now you might be wondering how many reminders you can send. The general rule is to send at most 4 reminders.
Investigative Follow-Up Survey
This form of follow-up is typically requested after a customer purchases something. It allows companies to gather more information or feedback regarding their brand’s quality or service.
Similarly, when a customer unsubscribes from a service you offer, you can use this opportunity to find out the reason behind their decision.
You can ultimately persuade them to come back and improve your services.
Acknowledgment Follow-Up Survey
You can also send emails to thank customers for their purchases and incorporate surveys to gather feedback. This will allow you to collect valuable opinions and reviews from customers.
Similarly, when someone complains, you can use this strategy to find out about their issue in more detail.
Post-Resolution Follow-Up Survey
When a customer files a complaint, it is imperative that they are satisfied with the provided resolution.
Here’s where a post-resolution survey is essential.
You should conduct a satisfaction survey to increase customer engagement and close loops. This will enable you to identify and utilize the voice of the customer to grow your business’s sustainability and growth.
Tips for Writing Follow-Up Emails to your Surveys
When done correctly, survey reminder emails can help you collect specific information to help your business reach its goals.
Here are some tips to help you write follow-up emails and surveys
Use the right survey reminder subject line.
A catchy subject line can prompt respondents to open the email and take the desired action. Don’t use the word ‘survey’ in the subject, as it can be off-putting.
Some examples are:
- How does 40% off sound?
- We would like to know you better!
- Please share your thoughts on [topic]
- Let’s take it to the next level, [name].
- How was your experience with [topic]?
Personalize your message
A tailor-made email will enhance the customer experience and make them feel special. This will motivate them to respond and complete the survey honestly instead of driving them away.
Keep it simple. You don’t need to include complicated questions to create an effective survey email.
Don’t be pushy
The majority of responses to your survey will come from first reminder emails, but follow-up emails will encourage more respondents to respond.
You might have to go through a few rounds, but persistence is worth it if you don’t bombard people.
Try not to sound annoying; keep the message short and sweet. Don’t write lengthy messages with big, technical words.
Now you know the most effective process of conducting a follow up after survey.
The key is to treat your respondents as humans, understand them better, and get deeper insights.
Target the appropriate people, ask them important questions, and choose a good time to email them. Ensure you have the correct contact info so your follow-up is successful.
Best of luck!
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