Why customers don’t respond to feedback surveys?

There are many reasons, but mostly it comes down to how strongly they feel about your brand, what sort of feedback you are asking, when and how you send the survey to them.

By making sure you ask relevant, meaningful and simple questions, at the right moment of the customer journey, and via a user-friendly format, the customers’ willingness to respond will improve greatly.

How to increase customers’ feedback response rate?

The timing of your feedback request is one of the most decisive factor for customers to give you feedback or not. Make sure you are asking feedback at the right time and the right place.

Here’re 3 tips:

1. Customers respond best in the moment, using a feedback pop-up to show right after a certain event will get you high respond rate and accurate feedback.

2. Don’t ask irrelevant questions, if a customer is browsing shoes and you ask for feedback on your t-shirt collection, they will not be pleased to answer.

3. Ask for feedback only when the customer is engaged, the customers that interacts with you regularly are the ones that are more likely to respond to your feedback questions.