Speaker 1: How would you like to know how to get your customers to actually take your surveys and even enjoy providing you with that feedback? Hi, Shep Hyken here, customer service and experience expert, and today I'm going to talk about how you can get your customers to take your surveys. Now, there's a place I get my car worked on. They do a great job. The repair center's employees are friendly and knowledgeable, and the car always comes back cleaner than when it goes in for service. This is the way business should be done. The head of the service department mentioned that I would be getting a survey emailed to me and asked if I would take a few minutes to complete it. And sure enough, a day later, the email survey showed up in my inbox. I'll always remember the first survey. With that great experience that I had, I was happy to show them a little love and give back that positive feedback about how well they took care of me. So I started to take the survey, and there were some pretty good questions on that first page and more on the second page. And by the time I got to the third page of that survey, I was experiencing something I call survey fatigue. I was tired with the survey. I was already almost six or seven minutes into it, and it looked like I wasn't even halfway to the end. This wasn't a survey. It was a major homework assignment. Now about a year later, it was time to go back for another oil change and routine maintenance. And once again, they provided stellar customer service. And then a day later came that dreaded customer service survey, the same survey. Now I would have thought that maybe it might be different for a repeat customer. I told my friends about the ridiculously long survey and joked that it took longer to fill out the darn survey than it did to get the oil changed. And by the way, I didn't fill that survey out and haven't since the first one I received several years ago. What made me think about that story was that in the past few weeks, several subscribers to our newsletter emailed me about how to get more responses to their customer surveys. That's a great question, and here are two of my favorite ways to do so. Number one, first, don't wait two weeks or even two days to send out that survey. Consider getting the survey to customers within 24 hours while the experience is still fresh in their minds. Maybe even get it to them within minutes. When I take an Uber, as soon as the ride is over, I receive an email asking me to rate the driver and leave a tip, if appropriate, and I respond every time. Number two, don't make the survey too long. You don't want to frustrate the customer with survey fatigue. Consider short surveys that take one or two minutes to complete. A short NPS survey, you know, the net promoter score question, with one or two follow-up questions will take a minute or so to complete and will boost response numbers. If you want answers to more questions, create different surveys and rotate them in as you send them to different customers. Shorter is definitely better. That same Uber survey just mentioned asked me to click on one through five stars to rate the driver and then click on a few boxes, and if interested, I can even leave a comment. Now without the comment, the survey takes about 15 seconds, maybe even less. So, the next time you want customer feedback in the form of a survey, send it quickly and make it short. Then watch for an increase in the number of customers who respond. Well, I hope you enjoyed this short lesson. Please be sure to visit my website, which is www.hyken.com. There you'll find more information about my speaking programs, as well as hundreds of customer service articles that you can read and share with your colleagues. Thank you very much for tuning in. This is Shep Hyken reminding you, to always be amazing.