Rethink trigger points and timing of surveys

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A new way to encrypt email addresses. To understand your customers' current security settings, you distribute a survey asking them for various passwords for different accounts and why they chose those words or phrases. To your surprise, no one has completed your survey. In fact, some customers even call your support team to report your investigation as a potential fraud. Example of Non-response Bias for Sensitive Questions in Surveys Image Source Forgotten Surveys For this example, let’s say you sent a mail survey to your customers about a month ago. Your survey instructions are to submit the form by the end of the month so that participants can receive special promotional offers.  

As the end of the month approaches, a global crisis strikes, and your company Email Marketing List quickly adjusts its marketing, sales, and customer service efforts to adapt to the new environment. You decide to pause the survey because the customer is more focused on other needs than providing feedback. This would also be considered non-response bias because participants never had a fair opportunity to submit the survey. If they wait until the end of the month, they won't have the same chance of receiving promotional offers as those who submitted the survey early. Now that you're familiar with how non-response bias can affect your surveys, let's review what you can do to avoid it. How to Reduce Nonresponse Bias  Optimize your survey design. Review your survey questions. Leverage customer data.  



Provides omit option. Reward customers with incentives. Keep survey length short. Keep information confidential. Reconsider investigation triggers and timing. You want to present your survey at the moment when participants are most likely to respond. Plus, the survey only takes a few minutes to complete. Approaching people in the right way at the right time will make it easier for you to encourage them to participate.