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aces2mexico
aces2mexico
Contributor ⭐️
Oct 31, 2023 5:42 PM UTC
Solved

When are options for incentives for full participation when requesting surveys for CSAT on service or product feedback?

I’m interested to hear how others get full participation in surveys for CSAT, NPS and feedback.

I relaunched fresh surveys on product, services and did renewal touch points with general questions. I have done subjective responses to consistent questions.

Now, I desire scoring feedback to align with our internal health scoring for comparison. I have heard offering gift cards can seem like a bribe and was shot down. I thought it was more common and interested to hear how others do it.

I am having teams follow-up direct in meetings with a soft approach and resharing for those that respond and are open. 

 

Appreciate any ideas! Thanks Gainsight Community

    aaronhatton
    aaronhattonAnswer
    Helper ⭐️⭐️
    Nov 6, 2023 2:36 PM UTC

    Hey @aces2mexico! This is a topic I particularly enjoy talking about. There’s a few ways I have seen it done in the past:

     

    Monetary Incentives

    1. Gift cards upon completion
    2. Raffle entries to win a gift card / swag
    3. Charity donations to a charity of choice - My preference
    4. Charity donation in their name

    Product Incentives

    1. Access to a Beta release earlier
    2. 1:1 time with a product manager
    3. 1:1 time with a technical resource (this is great for digital/scaled customers)
    4. A discount on upsell/expansion features (i.e - 20% off your next user license purchase)
    5. A chance to be invited to product council (round tables with PMs discussing future product developments) - My preference

     

    This is just a few but hopefully it helps get you started.

    Aaron Hatton | Head of Digital Customer Success (PVcase)
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    1 reply

    aaronhatton
    aaronhattonAnswer
    Helper ⭐️⭐️
    Nov 6, 2023 2:36 PM UTC

    Hey @aces2mexico! This is a topic I particularly enjoy talking about. There’s a few ways I have seen it done in the past:

     

    Monetary Incentives

    1. Gift cards upon completion
    2. Raffle entries to win a gift card / swag
    3. Charity donations to a charity of choice - My preference
    4. Charity donation in their name

    Product Incentives

    1. Access to a Beta release earlier
    2. 1:1 time with a product manager
    3. 1:1 time with a technical resource (this is great for digital/scaled customers)
    4. A discount on upsell/expansion features (i.e - 20% off your next user license purchase)
    5. A chance to be invited to product council (round tables with PMs discussing future product developments) - My preference

     

    This is just a few but hopefully it helps get you started.

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    Aaron Hatton | Head of Digital Customer Success (PVcase)
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