Survey Email Invitations

Having a fresh, updated survey email invitation can go a long way in achieving higher response rates. If you haven’t updated your email invitation in a while, members may start overlooking the email in their inbox.

By adding a fresh subject line or refreshing the body of the email, the invite is more likely to grab members’ attention and encourage them to open the email and start the survey.

Frequency of Data Files

The frequency in which you provide data files to MemberXP can also impact response rates. If you provide daily data files, this ensures that members receive their surveys within a day or two of their experience at the credit union while it is still fresh in their mind.

If you provide data files on a weekly or monthly basis, the surveys will be sent out accordingly meaning members would not receive the survey until a week or month after their experience. In this case, members may forget the details of their interaction or may have moved on to other tasks – both of which could impact their willingness to complete the survey.

The more frequently you provide data files, the more likely a member is to complete their survey.

Employee Updates 

Keeping your employee list in MemberXP updated is also important to maintaining high response rates. If employees are missing from the list or their information is incorrect, MemberXP cannot send surveys regarding that employee – which impacts how many completed surveys you receive.

For this reason, it is important to keep this list regularly updated to ensure that surveys can be sent. Please visit our knowledge base article to learn more – Best Practices for Employee List Updates

Survey Promotion

Survey visibility is another factor that can impact response rates. If your members aren’t expecting a survey, they may miss it in their inbox or dismiss it as spam.

Your frontline staff should be reminding members that they may receive a survey via email regarding their experience and that their feedback would be appreciated. If you use survey data for incentives or employee goals, your staff could also mention their positive feedback would help them achieve their goals, etc.  

Share Purpose and Intention of Survey

In addition to promoting the surveys to your members, it can also be helpful to share the purpose of the survey to encourage their participation.

For example, if you are using the surveys to improve your processes or coach your staff to improve member experience, share this initiative with members so they understand why their participation in the survey is important and how it will benefit them.