We typically see about a 10% response to our closed call survey, go here for actual numbers.
If you are seeing lower responses we have a couple of suggestions.
Consider training technicians to let customers know they will receive an email to confirm the equipment is working and that the company relies on feedback to improve service. Stress that a response is not expected every time, just when something noteworthy happens.
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. Also if your customer placing the call is a helpdesk ensure they give you their enduser email and not use the same helpdesk email each time.
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).
ID42 will tell you about people who never respond.
You can also look at the % of times when your customer clicked the link in the email but did not hit submit on the survey. This is usually because there are too many questions, see our suggestion for less questions here.
We also have ID42 - Not Submitting Surveys