In creating a customer survey, which is considered a best practice?

Providing an overview and estimated time to complete the survey is vital because it helps set clear expectations for respondents. When participants understand the purpose of the survey and how long it will take, they are more likely to engage with the content fully and provide thoughtful responses. This transparency reduces the risk of early drop-offs, as respondents appreciate knowing what they are committing to before they start.

Moreover, surveys that effectively communicate their goals and duration tend to yield higher completion rates and more reliable data. If the customer feels informed and valued, they are more likely to take the time to provide quality feedback, leading to better insights for the business.

On the other hand, having long surveys or including every potential question can overwhelm or frustrate respondents, ultimately decreasing response rates and the quality of the data collected. Additionally, relying on tools to catch errors without testing the survey can lead to oversights that may compromise the effectiveness of the survey.