When you should conduct customer surveys and what you time you must send those survey requests?

3 min readOct 10, 2023

Conducting customer surveys is a valuable practice for gathering feedback and insights that can help improve your products, services, and customer experiences. However, the timing of when you should conduct surveys and when you should send survey requests can greatly affect the quality and quantity of responses you receive. Here are some guidelines to consider:

After a Specific Interaction

Send surveys shortly after a specific customer interaction, such as making a purchase, using a service, or contacting customer support. This ensures that the customer’s experience is fresh in their mind, increasing the likelihood of accurate and detailed feedback.

After Onboarding or Trial Periods

If you offer a trial period or onboarding process, consider sending surveys at key milestones, such as after a certain number of days or after the trial period ends. This can help you understand user experiences during critical phases.

After Product Updates or Changes

Whenever you make significant updates or changes to your products or services, it’s a good time to gather feedback from users to assess how these changes are received and identify any potential issues or improvements.

Periodic Surveys

Conduct regular, ongoing surveys to measure customer satisfaction, loyalty, and overall sentiment. These surveys can be sent at predetermined intervals, such as quarterly or annually, to track trends and changes in customer perception over time.

Abandonment Surveys

If customers abandon a shopping cart or leave a process incomplete on your website or app, consider sending a survey to understand their reasons for doing so. This can help you identify and address barriers to conversion.

As for the timing of sending survey requests

Immediately After the Interaction

For transactional surveys, it’s common to send requests immediately after the customer has completed an interaction, such as making a purchase or using a service. This ensures that the experience is fresh in their mind.

Within 24 Hours

If sending a survey request immediately isn’t possible, sending it within 24 hours is generally a good practice to capture recent experiences while they are still relevant.

Avoid Peak Business Hours

Try to avoid sending survey requests during peak business hours or times when your customers are likely to be busy. Sending surveys during non-intrusive times, like evenings or weekends, can yield better response rates.

Consider Time Zones

: If your customer base is spread across different time zones, schedule survey requests to accommodate their local time.

A/B Testing

Experiment with different send times to see which yields the best response rates for your specific audience. What works for one company may not work for another.

Respect Frequency

Be mindful not to inundate customers with survey requests. Excessive requests can annoy customers and lead to lower response rates.

Ultimately, the timing of your customer surveys should align with your specific goals and the nature of your business. Regularly collecting feedback at various touchpoints in the customer journey can help you gain valuable insights and make data-driven improvements to your products and services.

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