Measure the impact of COVID-19 and stay connected with your employees.

Learn about our In-Touch employee pulse

Common customer survey obstacles and how to overcome them

Below are some examples of customer survey obstacles that our customers often experience and how Insync haved helped to overcome them.

Low customer survey response rate which gave little meaningful data

Insync worked with the client during the pre-customer survey phase to put together a comprehensive communications plan. It included a leaflet distributed to a quarter of a million customers explaining that the customer survey was coming, why it was significant and the “what’s in it for me” for customers.

Lack of actionable data from previous customer surveys

By reviewing and auditing the previous customer survey (provided by another survey organisation), Insync looked to the answers that the client required, then worked backwards to design and refine the questions. The survey questions were designed to provide historical trending where appropriate.

Lack of internal ownership of customer survey results

Insync worked with stakeholders both prior to and after the customer satisfaction survey to encourage ownership of the survey and its results. Action plans were mapped out in consultation with the individuals responsible for change.

Reaching a large volume of customers

Insync helped reach over 200,000 clients of a utilities company by sending out pre-customer survey brochures and communications. This form of pre-survey communication is not generally undertaken with customers, but it proved to significantly boost response rates.

Survey fatigue/over surveying

Some of the recipients of our clients’ customer surveys were suffering survey fatigue as the client had been in contact with them multiple times. Insync helped by designing a customer survey that looked fresh, was short and provided an incentive for participation.

Handpicked Insights

Not just a customer survey

A  customer survey is a great opportunity to get closer to your customers. Not only do you get feedback, it's an excuse to get in touch with them on more than one ...

The importance of customer surveys

We all know the importance of satisfying customers, but few businesses actually check whether they're doing just that. There's no way to know for certain unless they ask.

Who told you your top customers were happy?

Everyone knows how important it is to regularly seek and act on  customer feedback. B2B research shows that most organisations lose around half of their clients ...

How healthy is your organisation’s risk culture?

Leaders are well versed in the area of risk management but few organisations have been able to adequately measure their risk culture. Despite the many millions of ...