It significantly affects the quality of the complete campaign. Response rate is proportionate directly with the number of customers availing the feedback campaign and generating a complete response for further evaluation. The response rate is generally defined as the total number of responses collected divided by the total number of people participated in the campaign. Thence, it completely depends upon the company’s active customers who pay heed to share their real experience with them.
“Hitting a good response rate is much more important than that of achieving a bad CX.”
Response rate is a measure that can make or break the company dynamics. It governs the number of feedbacks, the more the merrier, and so does it controls the direction of analysis.
A company must promote that value which each feedback beholds, that every single one of it can bring a major change that the customer would want to see as a betterment of the company. Also, this must emerge as a responsibility realised by the customer towards any product they use. Basically, in the process of creating an awareness towards the customer experience, the actual demand is to develop a feedback culture that persists as your customer’s habit towards sharing the experience with the company. This is an idea to increase the response rate as a continuous addressal of the feedback to the ones who have responded before and the ones who participate newly. Therefore, the challenge with selling the best product should also come along making that buyer a responsible customer and a value addition to the company. The more the number of customers providing feedback for your product, the more will be the response rate.
“Whether good CX or bad but the customer must feel free to connect to the company.”
It’s your job to make it easy for your customers to comeback to you again and again for always improving on the response rate. Here are the five steps to improve every time you seek feedback from your customer.
The landing page should be sleek and simple.
This page is one of the most important page in the complete feedback process, as it is your first impression to the customer. This should not include long sentences that a customer may not bear to read. It can be a simple image related to the campaign or a supporting text can also place the reason why you’re conducting this campaign can very well work for you.
The feedback should be as quick as possible.
The campaign should finish before the time a participant loses his interest in filling that. Or, the long survey forms have a list of questions that takes a lot of time to complete and it becomes really hard to preserve the engagement by that time. So, the new tools and strategies are based on how to reduce the time taken to generate a response.
Don’t force participants to share much of personal details.
At times, the feedback form asks for a plenty of information from the customer. Undoubtedly, it enhances the detailing of reports but you have to increase the number of participants in a campaign at the first place. You need to find the very necessary fields that a customer won’t hesitate to share.
Graphically attractive campaigns.
In the digital feedback platform, the graphics can play an outstanding role to involve a participant. Once the participant enters to your campaign, every element can be customised according to that type of customer.
Share the results with the participants.
They are always eager to see what happens next. The result helps them to analyse how stood their opinion with respect to the ones others quoted about it. It brings an accreditation in the minds of participants that their response has been considered to reach a conclusion which might be valuable to the company. It is a gratifying feeling to a customer too, if his suggestions can drive a change in the company.