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5 Ways to Improve Your Business Response Rate

Customer feedback on different areas is crucial for the success of any business. And, the best way to find out what customers think about your products, customer service, and more is by sending out surveys and quizzes. However, they would be of no or little use if only a few customers responded or participated in them. How do you ensure that your survey garners enough responses? Read on for a few tips that you can implement. But, before that, let’s first understand what business response rate is and why it matters for the success of your business.

What is a business response rate?

This is a percentage of the valid responses garnered from a particular survey. To get the response rate, you divide the number of valid responses by the total number of customers who were invited to take part, multiplied by 100.

Why is it important?

The use of customer surveys is to collect data about a business product or service, or how people feel about different aspects of a business. A response rate can be a way to determine the validity of the data collected. However, it can be hard to draw valid conclusions from a campaign from a small sample size. Working on improving the response rate ensures that enough data is collected. Moreover, the more data that you have to sample, the more accurate the conclusions are likely to be. This helps make better decisions and determine the most appropriate action plan that brings business value.

Ways to improve the business response rate

Improving customer response rates might seem like an uphill task. However, you can make it simple with the following five tips:

1. Nurture relationships with customers

Just as you would be more likely to offer an honest opinion to your loved ones, customers too are more likely to be willing to respond to businesses that they love. Before sending out a survey or email, it is important to make sure that the people you are targeting actually want to talk to you. And, this starts by building meaningful relationships with your customers. Having business customer service in place can go a long way in forging customer relationships. With excellent customer service, you can help boost customer satisfaction and experience with your brand. This goes further to create customer loyalty. You can bet to have a higher response rate when you have a large base of loyal customers, as they would genuinely want you to improve so they can keep finding value in your business.

2. Increase customer experience with the survey

Keep in mind that people spare a few minutes of their time to respond to you. It is therefore likely that they abandon the whole process if they encounter any friction. For this reason, you want the process to be as painless as possible for your target audience. Make sure that the survey is easy to complete. You can start by ensuring easy navigation and making it possible to complete it on your website. Most customers would be skeptical if they have to click a link that directs them to another site. In addition, make it brief and ask relevant questions. Consider asking close-ended questions and using dropdown menus and checkboxes to minimize customers’ interaction with the questions. If the survey must be long, use tricks such as skip logic to skip irrelevant questions based on customer responses.

3. Send gentle reminders

A customer will see your survey and think, “I will do this later.” However, the possibilities of forgetting are high since participating in surveys isn’t an everyday thing. How you make sure that you don’t miss responses from such people is by sending reminders. But, you need to be careful not to come out as annoying and hurt the morale of the customers. The trick is to gently nudge them into participating. You can set automated reminders, keeping in mind the interval between them. For instance, you can choose weekly reminders or about 10 days apart.

4. Add incentives

While your loyal customers would be willing to offer insights freely, it is typical for others to ask what is in it for them. You can tell them what the survey is all about and how they stand to benefit such as improved experience and the like. However, giving an incentive for participation can be very motivating. Incentives such as gift vouchers, discounts, donations to a worthy cause, free shipping, and more are likely to entice more people to respond.

5. Consider the timing

If you send a survey a week after a customer has interacted with your brand, the probability is that he or she doesn’t remember the experience well and so might choose not to respond. This only means that timing is crucial when sending out surveys. If you want to get feedback about their experience, sending it after interacting with your business can gather more responses. If you want to know about the product, you might want to give them some time to experience the product before asking for feedback.


Getting customer feedback is crucial for building a business that adds value to its customers. However, making informed decisions can be harder if customers aren’t willing to respond to surveys, emails or quizzes. You need to work on improving the response rate to ensure that you gather enough data that represents a true picture of the people’s opinions. The above tips are certainly able to help your strategy.

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