What is an average online customer service survey response rate when the customer is being offered a financial incentive ($XX off next order, etc.)?
In the case of online customer service surveys, we typically see response rates around 12-14% without any incentive offered, though the response rate can increase to 18-22% if a financial incentive is thrown into the mix. Please see our previous answer for a more detailed analysis of the factors affecting response rates in online customer surveys. Q: What is the best timing of a customer survey? In your experience, do you get a better response rate depending on the month the survey is issued? For example, should we avoid July, August, and December? A: We advise B2B customer survey clients to avoid administering a one-time customer survey during peak holiday seasons such as late December since response rates decrease when customers are out of the office. We consider summertime survey administrations acceptable since even though some customers are traveling, the majority is still in the office in any given time (in the United States .) As for ongoing customer surveys, they may remain in
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