What are response rates?
Response rates in surveys denote the percentage of individuals who actively participate in a survey out of the total number of individuals who were invited or eligible to take part. They serve as a metric reflecting the level of engagement and willingness of the target audience to provide feedback or respond to survey questions.
Importance of response rates:
Aim high with response rates:
Before we dive into WhatsApp surveys, let’s set ambitious response rate goals:
- For B2C enterprises: striving for response rates of 40% or higher.
- For B2B enterprises: achieving a 60% response rate is an impressive goal.
source : Bain & Company
WhatsApp as a CX game-changer:
While email and SMS surveys have their impact, it’s time to diversify your survey distribution channels by incorporating WhatsApp. Here’s why WhatsApp stands out:
with over 2.2 billion global users, WhatsApp offers an enormous audience for your surveys.
WhatsApp users spend an average of 19.4 hours per month on the platform, making it a prime channel for engagement.
WhatsApp allows for personalized conversations with customers, enhancing your brand’s relationships.
as WhatsApp continues to evolve and gain popularity, it’s poised to become a pivotal survey channel.
WhatsApp surveys with sandsiv+:
With the sandsiv+ customer experience management software, you have the ability to optimize your NPS program. From crafting surveys to capturing immediate responses, sandsiv+ enables you to fully leverage WhatsApp as a survey channel and activate notifications when particular criteria are fulfilled.
- Real-time feedback: instead of bombarding respondents with a full survey, sandsiv+’s ping-pong surveys send one question at a time to respondents through WhatsApp: question by question + conversational format, instant responses!
- Instant case alerts: when an issue arises, sandsiv+ doesn’t just notify you; it sparks action! Our Instant Case Alerts ensure that your team is immediately aware of customer concerns, guaranteeing a swift and effective resolution.
- Proactive issue resolution: don’t just react; anticipate and resolve issues before they escalate. sandsiv+ empowers you to take proactive steps in delighting your customers and turning potential problems into opportunities.
- Data-driven decisions: harness the power of data! sandsiv+’s robust analytics and reporting features help you make informed decisions, prioritize improvements, and track your CX progress effortlessly.
Experience firsthand how sandsiv+’s versatile channels, including WhatsApp, can empower you to build stronger customer relationships and elevate your customer experience management strategy.
Dive in with a live demo guided by our experts or independently through our demo video. Need guidance? Our CX advisors are here to help you find the perfect fit!