Incentivizing survey completion

Most customers will not complete a survey unless there is something in it for them. They are busy. They get asked for feedback everywhere. You need to make it worth their time.

Why Customers Don't Complete Surveys

The main reasons: the survey is too long, they see no benefit, or the timing is wrong. A ten-question survey sent at 10 PM on a Sunday is unlikely to get responses. A one-question survey offered right after their purchase with a small reward attached is far more likely to be completed.

Offering Small Rewards That Work

The incentive does not need to be large. A 5% discount on their next purchase, 50 bonus loyalty points, or entry into a monthly draw for a free product are all effective. The key is to offer the incentive at the right moment and deliver it automatically.

How SokoWise Sends Surveys via SMS for Higher Completion

SokoWise delivers surveys via SMS, which has significantly higher open and completion rates than email in Kenya. The SMS includes a short link to a mobile-friendly survey. Customers can complete it in under a minute. If you have a loyalty program, the system can automatically award bonus points when the survey is submitted. No manual verification, no staff intervention. The result is higher response rates and happier customers who feel heard and rewarded.