{"id":31627,"date":"2017-11-22T00:00:00","date_gmt":"2017-11-22T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/how-to-get-more-customers-to-take-your-surveys\/"},"modified":"2024-01-17T11:57:37","modified_gmt":"2024-01-17T11:57:37","slug":"customer-surveys","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-experience\/customer-surveys\/","title":{"rendered":"How To Get More Customers To Take Your Surveys"},"content":{"rendered":"<a href=\"https:\/\/hyken.com\/customer-experience-2\/customer-surveys\/\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-14174 size-full\" src=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Six-Hour-Survey.jpg\" alt=\"\" width=\"360\" height=\"432\" \/><\/a>There is a place I get my car worked on. They do a great job. The repair center\u2019s employees are friendly and knowledgeable. The car always comes back cleaner than when it goes in for service. This is the way business should be done.<!--more-->\r\n\r\nThe head of the service department mentioned I would be getting a <a href=\"https:\/\/hyken.com\/customer-experience-2\/power-customer-satisfaction-survey\/\" target=\"_blank\" rel=\"noopener\">survey<\/a> emailed to me and asked if I would take a few minutes to complete it. Sure enough, a day later the email survey showed up in my inbox. I will always remember the first survey. With that great experience, I was happy to show them a little love and give them positive feedback about how well they took care of me. So, I started the survey. There were some pretty good questions on that first page. And, more on the second page. By the time I got to the third page of the survey, I was experiencing <em>Survey Fatigue<\/em>. I was tired with this survey. I was already almost six or seven minutes into it, and it looked like I wasn\u2019t even halfway to the end. This wasn\u2019t a survey. It was a major homework assignment!\r\n\r\nAbout a year later, it was time to go back for another oil change and routine maintenance. Once again, they provided stellar customer service. And, then a day later came that dreaded customer service survey \u2013 the same survey! I would have thought that maybe it might be different for a repeat customer. I told my friends about the ridiculously long survey and joked that it took longer to fill out the darn survey than to get the oil changed. By the way, I didn\u2019t fill the survey out \u2013 and haven\u2019t since the first one I filled out years ago.\r\n\r\nWhat made me think about that story was that in the past few weeks several subscribers to our newsletter emailed me about how to get more responses to their <a href=\"https:\/\/hyken.com\/amazing-business-radio-show\/amazing-business-radio-martha-brooke\/\" target=\"_blank\" rel=\"noopener\">customer surveys<\/a>. That\u2019s a great question, and here are two of my favorite ways to do so:\r\n<ol>\r\n \t<li>First, don\u2019t wait two weeks \u2013 or even two days \u2013 to send a survey. Consider getting the survey to customers within 24 hours while the experience is still fresh on their minds. Maybe even get it to them within just minutes. When I take an <a href=\"https:\/\/www.uber.com\/\" target=\"_blank\" rel=\"noopener\">Uber<\/a>, as soon as the ride is over I receive an email asking me to rate the driver and leave a tip, if appropriate. I respond every time.<\/li>\r\n \t<li>Second, don\u2019t make the survey too long. You don\u2019t want to frustrate the customer with <em>Survey Fatigue<\/em>. Consider short surveys that take one or two minutes to complete. A short NPS (Net Promotor Score) survey question with one or two follow-up questions that take a minute or so to complete will boost response numbers. If you want answers to more questions, create different surveys and rotate them as you send them to customers. Shorter is better. That same Uber survey just mentioned asks me to click on one through five stars, click on a few boxes, and if interested, I can leave a comment. Without the comment, the survey takes 15 seconds or less.<\/li>\r\n<\/ol>\r\nSo, the next time you want customer feedback in the form of a survey, send it quickly and make it short. Then, watch for an increase in the number of customers who respond.\r\n\r\n<em><a href=\"https:\/\/hyken.com\/\" target=\"_blank\" rel=\"noopener\">Shep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0<a href=\"https:\/\/hyken.com\/speaking\/\" target=\"_blank\" rel=\"noopener\">customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0<a href=\"https:\/\/hyken.com\/training\/\" target=\"_blank\" rel=\"noopener\">customer service training workshops<\/a>\u00a0at\u00a0<a href=\"https:\/\/www.hyken.com\/\" target=\"_blank\" rel=\"noopener\">www.Hyken.com<\/a>. Connect with Shep on\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/shephyken\/\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>.<\/em>\r\n\r\n<em>(Copyright \u00a9 MMXVII, Shep Hyken)<\/em>","protected":false},"excerpt":{"rendered":"<p>There is a place I get my car worked on. They do a great job. The repair center\u2019s employees are friendly and knowledgeable. The car always comes back cleaner than when it goes in for service. This is the way business should be done.<\/p>\n","protected":false},"author":3,"featured_media":38728,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6807,6791,6800],"tags":[4718,5968,5969],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How To Get More Customers To Take Your Surveys - Shep Hyken | Customer Service Expert<\/title>\n<meta name=\"description\" content=\"In the past few weeks several subscribers to our newsletter emailed me about how to get more responses to their customer surveys.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/customer-experience\/customer-surveys\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How To Get More Customers To Take Your Surveys - Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"og:description\" content=\"In the past few weeks several subscribers to our newsletter emailed me about how to get more responses to their customer surveys.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/customer-experience\/customer-surveys\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2017-11-22T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-01-17T11:57:37+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Six-Hour-Survey.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"360\" \/>\n\t<meta property=\"og:image:height\" content=\"432\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/customer-experience\/customer-surveys\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/customer-experience\/customer-surveys\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"How To Get More Customers To Take Your Surveys\",\"datePublished\":\"2017-11-22T00:00:00+00:00\",\"dateModified\":\"2024-01-17T11:57:37+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/customer-experience\/customer-surveys\/\"},\"wordCount\":621,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"image\":{\"@id\":\"https:\/\/hyken.com\/customer-experience\/customer-surveys\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2022\/11\/Six-Hour-Survey.jpg\",\"keywords\":[\"customer feedback\",\"customer surveys\",\"Survey Fatigue\"],\"articleSection\":[\"App\",\"Customer Experience\",\"Customer Service Strategies\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/customer-experience\/customer-surveys\/\",\"url\":\"https:\/\/hyken.com\/customer-experience\/customer-surveys\/\",\"name\":\"How To Get More Customers To Take Your Surveys - 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