What would be considered a good response rate for customer satisfaction surveys

[Marie Minoue]

Hi,

We are sending customer satisfaction surveys at the resoluton of each ticket. I am looking for what we should expect nowadays to be a good response rate from users. 

[SumanthDosapati]

Hi @Marie Minoué ,

It entirely depends on your own perspective.

Ofcourse 5/5 should be considered as best or 4/5 should be the good. The rest we can consider as not so good. we should keep trying to get as many responses as that 5 or 4.

Instead of looking at a particular response as good, if we look at comparing each month average response rate, it should be increasing.

If current month's average is 3.8 then next month average should be more than that. That would make much sense in terms of improvement as well.

Mark as correct and helpful if it solved your query.

Regards,
Sumanth

[Marie Minoue]

I am not asking for Survey results but response rate: ie which % of users will reply (whether they are happy or not)

[SumanthDosapati]

Again it depends on individual perspective.

I feel atleast 50%+ users taking the survey would be considered good as many of the users generally ignore surveys.

Having a remainder mail for survey might increase the percentage but it entirely depends on many factors of your policies etc.

Regards,

Sumanth

[SumanthDosapati]

Hi @Marie Minoué ,

It depends on individual perspective.

Ideally Highest two (very good or good) should be expected.

Instead of that if you compare average response rating month wise, it should keep increasing.

If current month's average is 3.8 then next month we should expect more than that. That would set your standards.

Mark as correct and helpful if it solved your query.

Regards,
Sumanth

[SumanthDosapati]

Hi @Marie Minoué ,

It depends on individual perspective.

Ideally Highest two (very good or good) should be expected.

Instead of that if you compare average response rating month wise, it should keep increasing.

If current month's average is 3.8 then next month we should expect more than that. That would set your standards.

Mark as correct and helpful if it solved your query.

Regards,
Sumanth