95% of Customers Stay Silent
The average email survey achieves just 5 to 15 percent response rate. That means for every 100 customers you serve, only 5 to 15 bother to open and complete your survey. The other 85 to 95 are a mystery.
5-15%email response rate
Extreme Response Bias
The small group who do respond are disproportionately the extremely happy or extremely angry. The moderate majority - who have genuine, nuanced feedback that could improve your business - never bother clicking the link.
80%of responses from extremes
Delayed and Disconnected
By the time a customer opens your email survey days later, the experience has faded. They cannot recall specific details. Meanwhile, an unhappy customer has already posted a Google review and told three friends about their bad experience.
3.2 daysavg. time to survey completion