Video Response Rate | XM Community
Question

Video Response Rate

  • 26 February 2024
  • 2 replies
  • 14 views
JamesDiee
Rank
Userlevel 1
Badge +5

For those of you that collect video responses, what percentage of your respondents leave a video response?  Thanks! 

2 replies

chackbusch
Rank
Userlevel 3
Badge +6

Hey @JamesDiee,

I think that depends very much on what kind of question the video feedback is about. For example, is it about optional verbal feedback or is it intended to film a problem (e.g. a defect of a product)? 

May I ask what the background of the question is? Just to compare (benchmark)?

Best
Christian

ooolomod
Rank
Userlevel 4
Badge +27

Hi @JamesDiee, I include an optional video feedback question to capture feedback on customer service experiences. Since it’s optional, customers that opt out of the video/audio recording are then shown a mandatory text entry question to capture their feedback.  

So far, just about 7% of survey respondents leave a video/audio message, most opting for audio feedback (95% of audio/video responses).

Leave a Reply


Terms & Conditions