For previous participants

Customers who have responded in previous rounds like to feel that their concerns have been noted and actioned. Reminding them that their participation is valued by your business can help ensure their continued participation.

‘We will be sending out our short survey emails later this week. The feedback that we received in the last survey has given our management team valuable information that has helped us to maintain and improve the service and experience we provide. We hope that you are comfortable to participate in the survey regularly, it makes a huge difference to us and will take a couple minutes of your time.’

Serial non-responders

A contact who hasn’t responded for three consecutive rounds is a Serial Non-responder. Paying special attention to the reason why this contact has not responded is important as there is a risk that they may feel negatively about the company. If they do not want to give feedback using this method, and cannot be persuaded, they should be taken off the panel.

‘We will be sending out our short survey emails later this week. The team that administers the survey let us know that we haven’t received feedback from you on the survey. I wanted to check that you are receiving the emails and if you would be willing to participate this round, it will only take a couple minutes of your time. The feedback that we receive gives our management team valuable information towards helping us maintain and improve the service and experience we provide. The Relationship Rating survey gives you the opportunity to give feedback about the company. However, if you would rather not provide feedback, please let me know and we will take you off our database.’