First off, realize that increasing your response rate takes work. If you don't want to "bug your clients", or you don't want to "work it", then don't put too much pressure on yourself to get your response rate up. Think of most open rates for marketing emails. It's usually around 20% if you are lucky. Similar for surveys and marketing emails. And until you educate your clients "what's in it for them", they don't understand the need to reply, and they are also afraid of the multiple page survey.
Here are a few tips, depending on how vested you are to get the responses back:
1. It's recommended to make "selling your QDS satisfaction survey" as part of your sales and onboarding process. Make sure all new clients know that you will be sending a one question survey and that is part of your USP (unique selling position).
2. Always emphasize: a. we make it easy for you to communicate to us, b. we won't be a service that starts out great and goes downhill, b/c we are always tweaking our service based on your responses. c. your service technicians are bonused on the survey response rate. We really want your feedback and your service techs want it as well. It's the easiest way to give them a tip.
3. Call all new clients who don't answer. We work off the "no response" list and make follow up calls. This is a great task to give to a VA if you have one.
Here are a few tips, depending on how vested you are to get the responses back:
1. It's recommended to make "selling your QDS satisfaction survey" as part of your sales and onboarding process. Make sure all new clients know that you will be sending a one question survey and that is part of your USP (unique selling position).
2. Always emphasize: a. we make it easy for you to communicate to us, b. we won't be a service that starts out great and goes downhill, b/c we are always tweaking our service based on your responses. c. your service technicians are bonused on the survey response rate. We really want your feedback and your service techs want it as well. It's the easiest way to give them a tip.
3. Call all new clients who don't answer. We work off the "no response" list and make follow up calls. This is a great task to give to a VA if you have one.
a. Step 1: Work off the "No Response" list.
b. Step 2: Click on the survey ID #, which will open up the survey. That will give you all the phone numbers, etc.
c. Scroll down on that screen and click edit; that will open up the survey so that you can enter client comments, a score, complaint issues (service areas)
d. Step 3: Make the call.
A sample script if you reach someone:
"Hi Ms. Jones, this is Martha from Dusting Divas. I was just calling to check in about your last ________(service). Client proceeds to tell you how it went. At the end of the call, remind them that they will get a survey after each visit (or whatever your survey frequency is) and that you would sure appreciate it if they took that 30 seconds to answer your "one click" survey. Make sure to jot down any "Client Comments" and put any Admin follow up under "QA Comments"
A sample script If you don't reach anyone:
"Hi Ms. Jones, this is Martha from Dusting Divas. I was just calling to check in about your last ______ (service). You should have received a survey from us via (tell them if it would be email or text). We would sure appreciate it if you would answer our "one click" survey. By hearing from you, we will know if everything is going well with your service, or if we need to make some adjustments to improve our service. It's quick and easy, and it's a way we can ensure everyone is happy." Make sure to jot down under "QA Comments" that you left a VM and the date.
4. We resend all surveys after 2 days. This step can be automated (Automated Resend Instructions).
5. We use a different survey every month. I don't know if this helps, but it does keep the surveys looking "fresh". https://youtu.be/eHA6XaYJI9Q
6. We look on the client list and sort by latest response/response rate. Anyone who has less than a 50% response rate (that's our number, doesn't need to be yours), we change to SMS surveys.
7. Lastly, consider running a contest to boost your response rate. Here are a few examples:
a. For every survey returned, the client gets an entry for a monthly drawing. The prize could be a free cleaning, dinner and a movie, etc. Make sure to heavily promote the contest, and always announce the winners on social media and vis email. You want others to see that you really do track and reward.
b. Run a contest with your employees. You could say one winner or multiple winners. If one winner, then I recommend a drawing similar to (a). If multiple winners, set a threshold response rate. Example: For all employees who have a response rate of 50% or higher (you need to pick your threshold based on your current results), earn a paid day off on their birthday (just an example...you pick the prize).
This is just an additional tip, not related to the response rate. Just wanted to make sure you all knew about using QDS to track your internal HR issues: https://youtu.be/OjNrZabHLWw
This is just an additional tip, not related to the response rate. Just wanted to make sure you all knew about using QDS to track your internal HR issues: https://youtu.be/OjNrZabHLWw