Generally speaking, the reply rate is dependent on a lot of factors, such as the type of services or goods your company provides, the business vertical, and the audience itself. For NPS surveys, generally, a reply rate of 5% is considered a good one, however, there are industries in which it is possible to achieve a 30%-50% reply rate.
What types of campaigns have a better reply rate?
Depending on the survey channel, the response rate may vary. Hence, if you are using an in-app or intercom-type campaign, your reply rate will usually be in the 15-30% margin. For link and email campaigns, a reply rate between 5% and 10% is great. If however, your reply rate is lower than that, there are a few things than can help increase it.
Use your own domain
Although you can use Retently's default domain to send off the surveys, it might look confusing to your customers, as they might not be familiar with this domain. To prevent a dropout in the reply rate, make sure to send the surveys from a domain your customers are familiarized with. If you have multiple brands, you can verify each domain separately and use them in brand-specific campaigns.
Use Transactional Email Campaigns
Transactional Campaigns are triggered by a specific action from your customer or an action registered in a third-party app such as Shopify, Salesforce, Gorgias, or Zendesk.
If the survey is sent right after a purchase is complete or a ticket is closed, they are more likely to express their opinion on the subject.
Personalize your survey
You can personalize your survey by using various properties in the form of Merged Fields. Merge Fields have a pretty straightforward syntax and can be used both in the survey template, as well as in the auto-replies and reminders.
Use the right timeframe
While transactional email campaigns are sent instantly once triggered or are delayed in a way to assure they arrive within a respective timeframe, the regular email campaigns can be scheduled to go within a specific timeframe.
Depending on your industry and business type the best response rate might be at a different timeframe.
As an example, for B2B the best response rate is between Tuesdays and Thursdays from 11 am to 6 pm in the respective timezone. While for E-commerce, a recent study discovered that the best reply rate came from responses over the weekends, or after-work hours.
You can read more on how to configure the survey schedule in our article.