While the answer to this is complicated, we have prepared some general guidelines to help break it down. Response rate depends on quite a few variables including who you're asking, how your survey is targeted, and how you have your first screen set up.
If you have a survey that is very broadly targeted - let's say to your entire website - a good response rate to shoot for if the first screen offers a single answer selection is anywhere between 5-8%. Questions that are best paired with general feedback include:
- Are you able to find what you are looking for?
- What brought you here today?
- How would you rate your experience today?
- How easy is it for you to accomplish your task?
Nudges triggered when a user is about to abandon the page tend to have a lower response rate of 1-4%. This is due to the level of engagement at the time we are asking for feedback.
However, if you have a page that appears after a conversion, such as a "Thank you for signing up for a trial", or a "Purchase confirmation" page, this is your best real estate for running a Qualaroo nudge. Nudges on these pages typically see a response rate of 20% or higher. The thought process here is since these visitors are invested enough to either sign up or purchase from you, they're the most willing to give you their honest feedback.
Improving your Response Rate
Asking behind a login wall
Keep in mind that the level of engagement is a big factor, meaning that users who are behind a login wall tend to respond more often. Use the Identity API to target only known users, or whitelist a specific set of users you want to reach.
Leverage Advanced Audience segmentation
Custom Property targeting and the other advanced audience segmentation features will ensure you are asking relevant questions to the right users, and can further increase your response rate.
If your response rate is lower than you'd like, ask yourself the following:
- Is my initial question clear?
- Should I put a bigger delay on how quickly the survey shows up?
- Would this question make more sense if it was only targeted to portions of my website, or a subset of my visitors?
If you determine that there are some things you could change, pause the current iteration, clone it, make your changes, and activate the new version of your survey. We recommend this path of making changes to keep your reporting separate so you have something to measure against.
We are here to help
Of course, you can always lean on your dedicated Customer Success Manager for best practice advice to ensure you are getting as much actionable feedback as possible. If you ever need help increasing your response rate, reach out to us at firstname.lastname@example.org, we are here for you!