Just wondering what are the average response rates we see for online B2B CX surveys? Background of our project Vendor-Supplier relationship. High level of interaction through ordering, receiving deliveries, enquiry handling and account manager visits. We have set up contact rules to ensure that the same customer does not receive more than one survey in less than 42 days. Current response rates: 6% - 8% We are looking at boosting the response rates but would first like to understand what is the average.

Is this across transactional surveys or just like a pulse survey? I am from a government service provider that provides services to businesses. EG: Free matchmaking services to help you find a supplier, provide small travel grants so you can go to a trade show, etc.. My services are provided from the government, and are generally free to use, so we tend to get _really_ high engagement. I would say around 30-40% response rates to transactional surveys. Our annual pulse survey usually sits closer around 12%. I think the type of survey and how long it has been since you rendered services is a huge factor.

We are seeing around 15% on our quarterly relationship survey (it's actually semiannual for the client, we have two lists that we send to twice a year), and between 10-30% on our transactional surveys, depending on the touchpoint. As others have said, timeliness is a huge factor. We also have more success when the experience owner (e.g. relationship manager for relationship survey, project manager for delivery touchpoint survey) gives the participant a heads up that the survey will be coming, and an explanation of its importance and how we use the data. The relationship managers that do this see double the response rate of relationship managers who don't. That's obviously much more difficult for someone managing dozens of relationships than it is for someone with 3-5 accounts.

What are the average response rates we see for online B2B CX surveys?

What are the average response rates we see for online B2B CX surveys? | Experience Community

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