Reduce drop-off and increase responses with Survey Performance
When it comes to better understanding your users’ needs, creating a survey is the easy part. The biggest challenge is actually getting your users to complete it 🤭.
Your survey is one of many other survey requests your users see each week, so how do you make sure that yours is the one they finish? The latest addition to Hotjar Surveys will help you identify opportunities to optimize your survey, so more respondents make it to the finish line 🏁.
The new Survey Performance tab gives you a high-level overview of how your survey is performing, as well as a question-by-question breakdown of impressions and where respondents are dropping off 🕵️♀️. This new view helps you to easily spot when a survey is performing poorly, and which questions are causing respondents to give up — so you can make changes that have a positive impact on your response rate, and bring in higher quality survey responses.
See how your survey is performing at a glance 🔎
The survey overview gives you a snapshot of your survey’s overall performance by surfacing metrics like impressions, starts, completes, and completion rate. From here, you can quickly tell if your survey is collecting enough responses, or if something’s amiss 🤔.
If impressions are high but the completion rate is low, then it’s time to roll up your sleeves and see exactly where respondents are dropping off 📉.
See which questions cause the highest drop-off 🕵️♀️
The survey breakdown gives you a question-by-question analysis of your survey performance. This breakdown includes the question, question type, impressions, drop-off count, and drop-off rate—equipping you with key data to create more successful surveys. For example, if the drop-off count and drop-off rate are significantly higher for a specific question, it’s time to take action.
Here are a few things you can investigate when you see a considerable drop-off in your survey:
- Is the survey too long? If you’re optimizing for completed survey responses, try to keep it short.
- Is it the right question type? Try rephrasing the question and using other options like radio buttons, checkboxes, rating scales, or short text answers to capture more responses.
- Are you asking for personal information? Sometimes respondents don’t want to share their personal data, try making questions that ask for email or phone number optional.
- Are questions skippable? Allow respondents to skip this question and see if the drop-off rate decreases.
- Is it showing to the right audience? Perhaps respondents are dropping off because questions are not relevant to them. Get laser-focused and target users with specific attributes that are specific to your goal.
Make small changes to your survey questions over time until you see a decrease in drop-off rates and an increase in survey completions. Take note of what works for your audience and use your learnings to make your next survey a success from the get-go.
