What is your frequency for sending Customer Satisfaction Surveys?

[kristencarreiro]

Hello,

I'm new to this forum and many of the posts appear to be more technical in nature, but we are looking to do some benchmarking around the frequency and parameters (business rules?) other users have put in place for customer satisfaction surveys.

We are currently at once every 30 days if you haven't already received a survey. If you have, you will not get another within the 30 day window.

The original reasoning was because we have a lot of HR people that are submitting cases on the customer's behalf and don't want them to be bombarded with surveys if they are submitting multiples, but we think the frequency needs to increase now.

Anything you can share would help. Thanks!

[Lena_Latham]

Hello Kristen. While I don't know any benchmark numbers, I do have a background in CSAT surveys and statistics.

First, you'd want to determine how many unique HR callers/case creators you get in a given month. If that number is sizeable, keeping it at once per month may still be valid. Rule of thumb is to survey about 10% of your employee population in a month.

So, if you have 1,000 employees, you'd want to get at least 100 responses every month to get a statistically valid number. That doesn't mean you only need to send out 100 surveys because there's little chance of everyone completing it. (Frustrating, I know.)

This sample size calculator may help you a bit: https://www.surveymonkey.com/mp/sample-size-calculator/

Once you know the size of the sample you need, it should make it easier to decide how often you should survey.

Hope that helps,

Lena

[kristencarreiro]

Thanks, Lena. That's super helpful. 

One other question I have for you - Do you think the sample size should increase if you are implementing a new model and be at 10% once you get to steady state, or is that not really a factor in your opinion?

[Lena_Latham]

While I love the idea of gathering a larger sample to start with and then whittling it down once you have a good baseline, you run the risk of annoying people, like @bricast mentioned. It can be frustrating to wait a month or so to get actionable numbers, but it is usually the best idea.

Also, if you have Performance Analytics enabled in your instance, you can start collecting data now that can be used as part of your analysis later. For example, comparing the Summed Duration of Resolved Cases against your CSAT scores can tell you how much timeframe impacts satisfaction.

[Brian Lancaster]

At my current place we are doing 2 surveys ever 30 days.  At my previous place they had it set to 100% (for every incident or requested item).  Don't do the latter as users were not happy that they were getting surveys for all their tickets.