ID109 - Percentage Response to expect

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For our Closed Call survey (ID109), we typically see a 20% response rate when clients 1st go live dropping to about 15% after a year and usually averages out about 12%. Our 2nd most popular survey is our Equipment Install Survey (ID312) which has a similar rate . The chart below shows all percentages and breaks out ID109 and ID312, showing last month, last year and all time results.

Updated to end August 2016

We have some clients that offer "enter for a free drawing for X" to increase responses and others that will have techs stress the importance of getting feedback to help improve processes (we prefer the latter).

Ensuring that dispatch is getting a valid email is also important, if they are simply picking some default contact that had nothing to do with that service call then the chances of them responding are slim, click here for more.

See this LinkedIn discussion on NPS response rate.

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