There are several proven strategies you can use to improve engagement and encourage more feedback from your customers. There is no perfect Response Rate. It very much depends on who you are surveying and why you are surveying, but in general we would call 15% a very good Response Rate.
📧 Send Surveys From Your Email Domain
Sending Surveys From Your Email Domain
While sending from noreply@asknicelyemails.com is the default, using your own domain can greatly boost trust and deliverability.
Why it matters:
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Maintains consistent brand identity
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Improves inbox placement
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Feels more personal and less like spam
Examples of engaging “From” addresses:
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feedback@yourcompany.com -
support@yourcompany.com -
customerexperience@yourcompany.com -
yourvoice@yourcompany.com
💡 Choose something that aligns with your brand voice and what your audience is likely to recognize or engage with.
🔁 Enable Survey Reminders
Use plain-text Survey Reminders to follow up with non-responders and improve response rates without overwhelming recipients.
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Reminders are threaded with the original survey email
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Set them to send 2, 3, 5, or 7 calendar days after the initial message
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Configured per Survey Template in the Survey Start tab
Plain-text formatting helps bypass spam filters and offers a simple, unobtrusive nudge to customers.
⏰ Optimize Your Send Scheduler Timing
When to use multiple Send Schedulers
Customize the time and day your surveys are delivered based on your audience’s habits.
Example:
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If you work with contractors, consider sending at 7am instead of 10am to catch them before they head to the job site.
💡 Think about your audience’s daily routines and adjust your Send Scheduler accordingly.
📣 Treat Surveys as a Customer Engagement Campaign
Leverage your marketing and frontline teams to create awareness around your feedback efforts:
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Marketing Teams can send a heads-up email:
“We’re listening! Be on the lookout for a quick feedback survey soon.” -
Frontline Teams can personally mention upcoming surveys during customer interactions:
“You may get a quick feedback email—your input really helps us improve!”
📊 Use Statistics to Find Drop-off Days
Visit Dashboard > Reports > Statistics to analyze which days perform best for responses.
Pro Tip:
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Many high-volume teams report Friday as a low-response day.
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Focus survey sends on Monday through Thursday for maximum engagement.
✍️ Personalize Your Messaging
Survey Template: Design Your Email on the "Survey Start" Page
Tailor your email content to feel more personal and targeted:
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Use Dynamic Fields like
{firstname}in the Subject Line:
“{firstname}, we want your honest opinion!” -
Keep your "From Name" simple and real:
e.g., “Lisa from [Your Company]” instead of “Customer Experience Team”
🔍 You can view your available Dynamic Fields in:
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Any Workflow editor (left sidebar)
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The Survey Start page (dropdown menu for Subject Line or Question)
By implementing even just a few of these strategies, you’ll be on your way to higher engagement, more actionable feedback, and a better customer experience.
Let us know if you’d like help tweaking your templates or scheduler settings—our team is happy to assist!