Quick tips to encourage customers to complete surveys

Increasing your survey completion rate will help you unlock the full potential of the data collected by Mindful Feedback. The following tips can help to increase your survey completion rate to provide as much actionable feedback as possible:

• Include a survey invitation message in the IVR before the caller is connected to an agent.

  This will advise to caller to expect a survey after speaking to an agent.

• Train agents to ask callers to remain on the line.

  When agents advise callers that there is a survey at the end of the call, the callers are more likely to stay on the line.

• Evaluate the entire customer journey.

  Look into other factors that could impact a caller's desire to take a survey based on their experience (queue time, average handle time, transfer count, etc.).

• Add an open-ended feedback question to your survey.

  This allows respondents to express their thoughts in their own words without being constrained by pre-defined choices.

• Make the survey easy and quick to complete.

  The shorter and simpler the survey, the more likely callers are to complete it.

• Follow up with callers who do not complete a survey.

  Send them another survey via an outbound call, SMS, or email to see if they are still interested in participating.