We are in the midst of rapid and radical technological and social change. These changes are having an enormous impact on the ways in which customer surveys are conducted, response rates achieved and customer expectations. Here’s our latest compilation of customer survey response rate facts which will help you understand and keep pace with these changes.

30 customer survey response rate facts

1) 88% of millenials use a smart phone to check email.

While you may think that email has had its day studies have demonstrated that most millenials use their smartphones to check their email and they are more likely to do this outside of working hours and are more likely than any other age group to check their email from bed. Source: Adobe.com

2) In 2017 over one third of all surveys were carried out on mobile devices.

Smartphone usage is continuing to grow and shows no signs of slowing. Source: focusvision.com

3) Smartphones are now the preferred method for accessing the internet.

Although worldwide market share has shifted toward mobile devices – regionally, in the USA and UK, desktop continues to be dominant. In April 2018 mobile devices, excluding tablets, were globally responsible for over 51% of web page views. Source: statcounter.com

4) Survey completion rates for users on larger screen devices remain better than on smartphone screens.

It’s not surprising to find that survey completion rates for users on larger screen sizes are better than those on smaller smartphone screens. Source: focusvision.com

5) 65% of email users worldwide access their email via a mobile device.

Email use in business and mobile email use continues to grow. Source: radicati.com

6) The average person gets distracted in eight seconds, though a mere 2.8 seconds is enough to distract some people.

Speed clearly matters when it comes to online interaction. Even a few seconds delay in rendering a web page will deliver an unpleasant user experience. Source: nngroup.com

7) People form a first impression in a mere 50 milliseconds.

This aspect of human behaviour underlines the importance of web page design and engagement. Sources: nngroup.com; lannigan.org

8) Emails that are optimized for mobile generate 15% higher click through rates.

Emails that are poorly optimised for mo9bile can adversely affect user experience and click through rates. Source: superoffice.com

9) Email click through rates can potentially be improved by 100% by sending on a different day.

Studies have indicated that the best days on which to send emails to get the highest click through rates were Saturday and Sunday. Source: superoffice.com

10) Content is the primary factor influencing email click through rates.

Content relevance is the most significant factor influencing click through rates. The more relevant the content is to the recipients then the higher the click through rates. Source: superoffice.com

11) Tweets with images receive 18% more clicks than those without.

Tweets with images really stand out in the twitter stream helping them to attract more clicks. Sources: hubspot.com; bufferapp.com

12) Tweets with images receive 150% more retweets than tweets without images. Sources: hubspot.com; bufferapp.com

13) Posts that include images produce 650 percent higher engagement than text-only posts.

People, especially younger people, are increasingly engaged by visual content. Photos, infographics, memes and videos are all examples of visual content that are having a huge impact. It’s therefore not surprising to learn that posts with visual elements are massively more engaging than plain text posts. Source: medium.com

14) Youtube 6 second bumper ads drove a 30% uplift in YouTube searches for P&O cruises.

A two week test of six second Youtube bumper ads, as an extension to their 30 second TV commercial, provided some significant results for P&O cruises. Source: thinkingwithgoogle.com

15) By the end of 2020 the number of email users worldwide will exceed 3.0 billion.

While there is increased use of many alternative communications channels, such as instant messaging and social media, email usage continues to grow. Source: radicati.com

16) Email continues to be the leading form of business communication.

Business and consumer emails sent and received per day is expected to grow at an average annual rate of around 4.6% until 2020. Source: radicati.com

17) 56 % of brands using emoji in their email subject lines had a higher open rate

The greatest open rate increases were seen for subject lines which included umbrella and airplane symbols. Sources: wordstream.com; experian.fr

18) 57% of Instagram profiles use at least 1 emoji in their posts.

19) 83% of Instagram profiles with over 1 million followers use emojis.

20) Instagram posts with emojis have a 15% higher interaction rate. Source: agorapulse.com

21) Emojis make messages more memorable. Source: hubspot.com

22) Emojis convey friendliness and competence.

Emojis (emoji) help to make messages more memorable, convey friendliness and improve engagement. Source: hubspot.com

23) The plural of emoji is – emoji.

If the Japanese language convention is followed then the plural of ‘emoji’ is ‘emoji’, without an ‘s’. But the ‘s’ is commonly used for clarity when referring to plural emojis. Source: irishexaminer.com

24) 20% of Americans exclusively use their smartphones at home for internet access.

An interesting development is the increase in smartphone-only homes wherein a growing number of American consumers are not subscribing to traditional broadband services, opting to use their smartphones for internet access instead. Source: telecompetitor.com

25) Deeper links get fewer clicks.

Clicks are not distributed evenly across all links in a campaign. The deeper into a campaign a link is used the fewer clicks it will attract. Source: mailchimp.com

26) 20% of people will read the text on a page, but 80% of people will watch a video.

Video content requires less consumption effort from visitors and is generally more engaging. Source: hubspot.com

27) Emails that don’t display correctly on mobile may be deleted within three seconds. Sources: hubspot.com; campaignmonitor.com

28) AI means that by 2020 85% of customer interaction will not require a human agent.

In the near future, businesses adopting AI will have a valuable advantage over their competition, enabling them to accelerate their growth and save costs. Sources: gartner.com; singlegrain.com

29) By 2022 chatbots will help businesses save over $8 billion per year.

The use of interactive chatbots is one example of where AI can lead to business savings. Sources: singlegrain.com; juniperresearch.com

30) Increasingly accurate image recognition will enable visual search and SEO.

Improvement in image recognition is likely to have a significant impact on SEO and the creation and optimization of visual web content. Source: visme.co

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