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How to Achieve a High Response Rate

Low/declining response is a warning sign

  • Signifies client disengagement

  • Non-response is a response

  • Critical Contacts and detractors that don’t respond consistently are a red flag

  • Action plans can be limited when response rates fall below 50%

  • In our analysis of lost accounts, 42% had a response rate below 50%

  • It is difficult to track progress without regular feedback

Details of the survey

When speaking to your clients about participating in the survey you can let them know the subject line of the survey emails will include ‘{Your Company Name} 2 minute survey’

If you are using an additional question, the subject line may differ. Please speak to your Verity team for exact details.

What you can do to increase your response rate

Before the survey goes live:

Keep Panel Contacts up-to-date

Speak to clients ahead of the TRR survey being sent (including notifying them of dates).

Don’t rely on emails; speak to clients in an informal manner e.g. phone calls, on a status call or in person.

Have a clear strategy for who is responsible for getting clients to respond

While the survey is live:

Periodically check who has not responded by logging into client.verityri.com and navigating to the Panel Page, from there you can copy survey links and check emails that may have bounced. Learn more

After the survey closes:

Send a thank you note to clients who have responded to the survey (as a reminder, do not reference exact ratings or feedback, as clients might not think you can see exact responses).

Key points to mention to your clients about TRR

TRR takes on average 30 seconds to complete.

Reiterate how much the company values their opinion and how their feedback will be used to improve their experience.

If a client responds to the first request for feedback, they will receive no further emails for that round.

Why is a high response rate important?

  • Shows high levels of engagement

  • Establishes a shared goal of improving the relationship

  • Opportunity to assess the outcome of action plans

  • Provides you with a strong data set to create action plans

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