XM Communi-tea Poll: How many customer experience surveys should you send? 🫖 | XM Community
Skip to main content

It’s time for an XM Communi-TEA poll! 🫖

Tell us: How many customer experience surveys should companies send out each year?

Choose from one of the answer selections, and tell us more in the comments! 

This is a tricky one.

We’re a large company that covers a vast range of products, across most financial or insurance needs. As others have said this means a lot of touchpoints, brands, products etc.

There’s a lot of engagement with our VOC team’s surveys and the scores are used from top to bottom and so there is a real hunger for insight which has certainly been in use this year. But this does lead to a massive CX programme.

Thank you for sharing your wisdom, @Monko! The hunger for insights is very real across a broad array of industries right now!

Like many others, I am not sure how to vote because “it depends” (I think we’re seeing a theme here)!

  • At my previous employer, we’d recommend our clients send out relationship surveys once a year and pulse surveys quarterly or bi-annually (depending on how quickly they could take action on those relationship results).
  • I now work in healthcare, and we utilize transactional surveys (after scheduling appointments to gauge happiness with appointment time availability, after an encounter to gauge experience with that, etc).  We do have a limit of 1 survey per month per patient, but potentially some patients might get 12 surveys a year if they’re utilizing our services a lot.  We do monitor for complaints of “over-surveying”, and don’t really see any!  At least in healthcare, people generally want to tell you how you can help make it better for them!  
    • We are in the process of implementing a relationship survey as well, and that would only be sent once a year.
    • I agree with others who have said that as long as action is being taken on results and communicated out to respondents...frequent touches are okay.  But that’s the key - ensuring that it is communicated how their results are being utilized helps keep them engaged and responding!  

We do monitor for complaints of “over-surveying”, and don’t really see any!  At least in healthcare, people generally want to tell you how you can help make it better for them!  

This is great intel, @JessicaGregory_CHNw! I am happy to hear customers are not feeling survey fatigue. You bring up an interesting point here -- I imagine there is a lot of differentiation between industries regarding the number of surveys customers are willing to complete! Might be a good follow up question for another poll (how many surveys based on industry). Thanks for sharing your expertise on this topic! 

Leave a Reply


Terms & Conditions