Tips to Effectively Track Survey Responses

Tracking of survey responses enables connecting single responses to a particular person or demographic type (in the case of anonymous surveys). It is useful to track the answers to specific questions in order to manage the customer service relationship. Data gathered from surveys helps to maintain customer satisfaction and increase sales through the use of reminder messages, discount programs and customer retention campaigns.

Here are some tips to effectively track survey responses:

Ask for email – even if the email address is never used for any email campaign, it is extremely valuable to use as a customer identifier
Add a unique id to each responder by having a special webpage for each one to use for the survey
Use custom tags which are part of the URL that the respondent uses to complete the survey – these may include such things as email, ID of customer, ID of company, and ID of department.
Ask demographic questions
Track response rate – low response rates invalidate the survey results
Track response time – the amount of time taken to fill out the survey
Track response date and time of day the survey is taken
Track responses in real-time
Create an Excel database – code all responses, for example: 1 for yes, 2 for no so that the entire results may be tabulated and easily seen as an overview
Filter results based on isolation of key factors to make them more useful for analysis – filters include such things as removal of specific questions, cross-analysis, one question response, date, demographic or other data