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White Paper

A penny for their thoughts: A guide to managing the trade-off between survey duration and incentive

Understand the balance between survey costs and benefits for your customers

Customers will be glad to provide their feedback—if you ask in the right way, show respect for their time, and offer something in return. But do your survey length and incentive appropriately reflect the experience the customer just had with your brand? Or are both out of whack—simultaneously turning off customers and driving down response rates?

Download the white paper to read SMG’s research on the subject and learn why:

  • Bounce-back incentives are best, but sweepstakes can also be effective
  • Longer surveys lead to reduced customer participation, especially on mobile
  • Consumers prefer SMG surveys