When it comes to collecting customer feedback, survey response rates are one of the most important metrics enterprises must track. After all, it’s the only way to gauge the success of a product or service and take action to improve it. However, sinking response rates can be a major challenge for companies to overcome. In this blog post, we’ll take a look at what customer survey response rates are, what causes them to sink, and how you can revive them with effective strategies and tips.

What are customer survey response rates?

Customer survey response rates refer to the percentage of people who respond to surveys that are sent out by a business. Response rates are important because they help companies understand the opinions and feedback of their customers. Higher survey response rates suggest that customers are engaged and willing to provide feedback, while lower response rates indicate that customers are not responding to surveys.

There are a few different types of survey response rates, including open rates (the number of people who open a survey) and completion rates (the number of people who finish a survey). It’s important to track both open and completion rates when determining the effectiveness of a survey.

Causes of sinking survey response rates

There are a few key factors that can cause survey response rates to sink. One of the most common is a lack of incentive for customers to respond. If customers are not offered a reward or incentive for taking the time to fill out the survey, they may be less likely to do so.

Another cause of low survey response rates is poor survey design. If the survey is too long, too complicated, or not tailored to the customer’s needs, they will be less likely to complete it. Additionally, surveys that have unclear questions or are not properly tested for accuracy can lead to lower response rates.

Finally, survey fatigue can also be a factor. If customers are bombarded with too many surveys, they may become overwhelmed and less likely to respond.

Strategies to increase survey response rates

One of the best strategies to increase survey response rates is to provide incentives for customers to respond. Offering a reward or incentive for completing a survey can be a great way to encourage customers to participate. Additionally, providing incentives for customers to refer their friends or family to participate in the survey can help to generate more responses.

Another effective strategy for increasing survey response rates is to create surveys that are tailored to the customer’s needs. Surveys should be designed with the customer in mind, taking into account their interests, needs, and preferences. This helps to ensure that customers are more likely to respond to the survey.

Finally, ensuring that surveys are brief and easy to understand is also key. Surveys should be kept as short as possible and should be written in language that is clear and concise. Additionally, surveys should be tested to make sure they are accurate and free of any errors.

Tips for increasing survey response rates

There are a few simple tips that can help to increase survey response rates. First, send out surveys at the right time. Customers are more likely to respond to surveys that are sent at a time that is convenient for them. Additionally, you should also consider sending out surveys in batches rather than all at once. This can help to avoid overwhelming customers with too many surveys at once.

It’s also important to ensure that surveys are personalized. Personalizing surveys with the customer’s name and other personal information can help to make customers feel more valued and more likely to respond.

Finally, you should also make sure to follow up with customers who have not responded to surveys. Following up with customers can help to remind them of the survey and encourage them to respond.

Setting up survey reminders

Setting up survey reminders can be a great way to increase response rates. Automated reminders can be sent out when surveys are first sent and then again at intervals to remind customers to complete the survey if they haven’t yet done so. Additionally, reminders can be sent when a survey is close to its expiration date to encourage customers to complete the survey before it expires.


Customer survey response rates are an important metric for businesses to track. By understanding what causes response rates to sink, businesses can implement effective strategies and tips to increase response rates and improve customer engagement. Offering incentives, creating surveys that are tailored to customers’ needs, and setting up automated reminders are all great ways to revive customer survey response rates.