5 Things To Remember To Get Your Completion Rates Up

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One of the questions we get asked a lot is: “What sort of completion rates do you guys normally get on an assessment?”

Well, the answer is that it depends on what sort of assessment you’re talking about – we provide feedback on relationships with customers, channel partners and suppliers, and the completion rates differ from one type of assessment to the next:

-For employee assessments, our typical completion rate is in excess of 90%.

-For corporate customer and channel partner assessments, it’s typically 35-40%.

-For supplier assessments, the average completion rate are somewhere in the middle: 60-70%.

The next question we get asked is “Is it really that high?”

Well, we mainly get asked that question in connection with customer assessments, as some of our clients think 35-40% sounds impressive. This is particularly the case when people compare our figures to the ones you might get on a typical consumer surveys, where sometimes as few as 2% of consumers will bother to complete a questionnaire (Petchenik & Watermolen, 2011).

Remember that we are talking about existing, often long-standing, business-to-business (B2B) relationships – that’s what we do at Deep-Insight. We’re not a consumer research company. In fact, we’re not even a market research company, although we often are compared to firms like TNS or Gallup. We’re different. We look at – and assess – the quality of the relationships that large companies have with their biggest B2B clients. And if you think about it, why would good customers NOT want to provide feedback on their relationship with you, particularly if their account manager has convinced them that it’s an important part of their ongoing customer feedback process, and that their input is genuinely used to help improve the service given not just to them but to all clients?

The 5 pieces of advice I give to our clients are:

1. Spend Time Getting A Good Contact List Ready.

Most of our clients tell us they can pull together a list of key client contacts in a week. Two at the most. Our experience tells us that it takes at least 4-6 weeks to come up with a really good clean list of customer contacts who have a strong view of their relationship with our client. If the list isn’t compiled properly, we end up polling the views of people who really don’t have a strong view on the company, and who won’t be interested in responding.

2. Pre-Sell The Assessment To Customers.

One of our clients has been achieving customer completion rates in excess of 70% on a consistent basis for the past number of years. It does this because the CEO – together with the account managers – has managed to convince his key accounts that the 10-15 minutes they invest in providing feedback WILL result in a better service. “Tell me what’s wrong, and I promise we’ll do our best to fix it.”

3. Make Sure to Contact Customers While The Assessment Is Live.

We normally hold our assessments open for two weeks and we know from experience that if account managers have been properly briefed to mention the assessment in every conversation they have with a client during those two weeks, the completion rates will improve dramatically.

4. Manage The Campaign Smartly.

This is not rocket science, but you would be amazed at the number of companies that want to run assessments over school holiday periods, or during particular times of the year that may coincide with the most most busy time of the year for their customers. Plan your launch dates in advance, and think about the timing for issuing reminders. We usually recommend launching a customer assessment on a Tuesday morning, with the final reminder going out on the Tuesday two weeks later. That means that even if somebody is out of the office for two weeks, they’ll still have an opportunity to provide feedback.

5. Don’t Panic At The End of Week 1.

We normally see a flurry of activity during the first six or eight hours of a B2B campaign and typically the completion rate after Day 1 is about 8%. At the end of the first week (before we send out a first reminder) it’s often the case that the response rate hasn’t broken through the 10% barrier. This is not unusual. Completion rates will increase and a message in the final reminder that “This assessment is closing today” usually elicits a final flurry of responses!

As I said, a lot of this isn’t rocket science but it does require a bit of advance planning. If you do put the effort in up-front, you’ll see it rewarded in significantly higher completion rates.

Susan and Bill have Relationship Problems! (Part III)

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The last time we met Susan and Bill, they were discussing survival tactics. Thankfully, they have managed to get the company back on an even keel – excuse the boating pun – over the past few months and now have a new challenge to face: becoming a ‘Unique’ company.

At the last board meeting, the CEO (an avid sailing enthusiast) asked them to prepare a strategy that would transform the company from an ‘Even Keel’ company to becoming the best in the marketplace.

“I don’t want us to be competing on price. I want us to be seen by our clients as leading edge in the market, innovative, really easy to do business with. Now it’s up to you two to make that happen. Get back to me by 23 September with a strategy for making this company ‘Unique’. And it better be good.”

Unfortunately, Susan and Bill are at loggerheads trying to plot a course towards that ‘Unique’ organisation that their CEO so desperately wants them to become.

EPISODE III: Becoming a ‘Unique’ Company

Susan – Sales Director

“Uniqueness is a simple sales concept. Uniqueness = More Sales. It really is as simple as that. We can become Unique if Bill and the product development team provides me with market-beating products. That’s the thing they can’t seem to grasp.”

Bill – Marketing Director

“Becoming Unique is a complex brand concept. It’s how you are seen vis-à-vis the competition. We’re a services business and the differentiating factor is the quality of our service and account teams, not the products. That’s what Susan fails to grasp.”
Susan’s view is (as usual) very simple: “Give me decent products/services and I’ll sell them. If the products/services are unique, we’ll sell more of them. It’s not really my job to DESIGN them, so don’t go asking me about transforming this company into a unique organisation.”

Bill has a slightly more nuanced view. He accepts that it’s his job to translate customer needs into the sorts of products and services that the clients will love and buy, but he also makes the valid point that he and Susan are in a B2B services business. That means that Susan’s account teams (as well as the Service/Delivery teams) have a key role in crafting a Unique solution and experience for her clients.

Bridging the Gap

As usual, Bill is half-right. And so is Susan.

But let’s start by bringing a little clarity on the terms we are using. Let’s begin with a definition of what ‘Unique’ means in the B2B world.

Uniqueness
In the B2B world, Uniqueness means that your clients have a fantastic Experience working with you, and that you provide a world-beating Solution for them.

Experience is a measure of how easy you are to do business with and if your clients see you as a true business partner that is critical to their success. You can have the best products or services in the world but if your clients can’t work with you, they won’t see you as a true business partner.

Solution is a combination of innovation, leading edge and value-for-money. These are three related but slightly different concepts. If you get good scores for all three, the chances are that you have an offering that can help your clients improve their standing in the marketplace in a way that none of your competitors can provide. When we talk about Solution we’re not just talking ‘product’. As Bill says, it’s as much about how the account managers, sales and delivery teams position your company’s product or service, as it is about the product/service itself.

Is your company ‘Unique’?

So when Bill and Susan’s CEO talks about wanting to be a Unique company, he’s really talking about building a B2B brand that excels at all the different elements that we group under the headings Solution and Experience. And that means the Bill and Susan need to work together to get all those elements right. But as the methodology above shows, you can’t build a unique B2B brand without having an excellent service to underpin it. So Bill and Susan and going to have to rope in the Operations Director as well. We wish them well on their journey.

Ultimately, the answer to the question about whether your company is Unique will be dictated by your customers. But you’ll never know if you don’t ask them.

Contact us if you want to find out.