Insights
Response rate is part of the score
A strong score on a tiny sample is a story, not a measurement.
Short pieces on surveys, go-live, and the front door. Examples in these notes are illustrative. They are not a client’s results.
Who answers first
Unhappy customers answer first. Imagine a flattering CSAT sitting on a two-percent sample. That number will not survive a second look. Treat it as an illustration of the trap, not as a result from this site.
Design moves participation more than another reminder email: length, timing, and who the message is from.
Participation is a KPI
Short surveys, close to the interaction. Measure response rate beside the score, not in a footnote.