To assist your digital clients in enhancing open commentary engagement in product CSAT surveys and encouraging more insightful recommendations or comments, here are several techniques based on best practices and expert insights:

1. Embed open-ended questions as branched items linked to quantitative questions. This allows respondents to provide feedback specifically related to particular aspects that matter, which is more targeted than general overall feedback.

2. Include clear, supportive language within the survey item prompting open-ended feedback. For instance, adding a statement like “Your feedback will be carefully considered but may not be directly actioned” helps set realistic expectations and encourages thoughtful comments.

3. Incorporate privacy or anonymity statements in the survey to reassure respondents that their comments will be confidential, which can increase the likelihood of honest and detailed feedback.

4. Plan and communicate the usage of qualitative feedback ahead of time. Define who will access the comments (e.g., leadership, managers), how summaries or reports will be shared, and how qualitative insights complement quantitative data. This guides respondents that their input matters to real decision-makers.

5. For interactive digital interfaces like online banking platforms, use responsive dialogue or intercept surveys that dynamically prompt feedback after user actions or exposures (e.g., to product offers). These can provide real-time engagement opportunities.

6. Pair open commentary with other data collection strategies, such as A/B testing or Intelligent Scoring, to analyze sentiment and behavior patterns more deeply.

7. Encourage clients to use video, GIFs, or screenshots to explain complex prompts when appropriate, making the experience more engaging.

These strategies, drawn from internal expert discussions and known best practices, can guide your clients to collect richer, more actionable open-ended feedback in their digital EX surveys.