Input from subscribers gauging customer satisfaction represents valuable data to ISPs. A regional ISP customer has determined that in-browser subscriber surveys are a quick and easy way to obtain this type of feedback. The ISP uses multi-question, targeted surveys after new install and service calls and obtains NPS (Net Promoter Score) metrics from their subscriber base on a regular basis. When needed, they also measure interest in new or substitute channel offerings on a temporary basis.
In each case, in addition to the survey questions themselves, the subscriber can opt to respond by choosing “No thanks”, “Remind me later”, or “Submit survey”. (Actual survey question responses are not reported here.) Results follow:
New Install Responses
No thanks: 50.0%
Remind me later: 21.8%
Submit survey: 7.0%
Total response rate: 78.8%
Service Survey Responses
No thanks: 40.2%
Remind me later: 20.5%
Submit survey: 7.5%
Total response rate: 68.2%
NPS Survey Responses
No thanks: 23.5%
Remind me later: 3.9%
Submit survey: 5.8%
Total response rate: 32.2%
Note that the overall response rate is high with an actual survey submission rate between 5.8-7.5%.