Best Times to Send Feedback Surveys

Getting the timing right for your survey invites can make a huge difference in your response rates and the quality of the feedback you get. Let's see how you can optimize this.

Understanding visit delay

To make the most of your survey invites, you need to understand the concept of visit delay — a term that defines the timing for sending out invites.

Visit delay is the gap between a patient's visit to your facility and when you send them a survey invite. Timing here is crucial: send it too soon, and patients might feel bombarded; wait too long, and their memories and feelings about the visit might be gone.

Optimal timing for survey invites

As we’ve said already, choosing the best time to send your survey invites is a strategic decision. Here are three different approaches you can take:

• Sending a survey within 24 hours will get you fresh and detailed feedback — patients still have a clear memory of their visit, which means you’re getting more accurate and comprehensive responses. But beware of sending it too soon — you don’t want to overwhelm them.
• A short delay (1-3 days) is often the sweet spot: patients have had enough time to process their experience, but it's still fresh in their minds. This period balances out getting fresh feedback with being respectful of the patients’ time. In other words,  you’re getting detailed feedback without rushing the patient.
• In some cases, waiting a bit longer (4-7 days) might be better. This is useful if the feedback has to include follow-up treatments or if the patient’s experience includes multiple visits. Just make sure the delay isn’t too long and they forget the details.

There are various factors that will influence your send times:

• Type of visit: A shorter delay is usually best for routine check-ups. With complex treatments, a moderate delay gives patients time to reflect on their experience.‍
• Patient demographics: Younger, tech-savvy patients prefer quick feedback, while older patients might appreciate a bit more time to gather their thoughts.‍
• Survey channels: Email is immediate or has a short delay; SMS is often immediate, but might seem intrusive; in-app feedback can be instant but only if it’s integrated smoothly.

Customizing your approach

InsiderCX enables you to tailor your survey schedule. Our platform allows you to set automated triggers for sending the invites, which means they go out at the optimal time for each patient segment.

Here are some more Insider tips:

• Test different timings: Experiment with various delays for different patient groups.
• Monitor response rates: Track the changes in response rates and feedback quality when you change timing strategies.
• Personalize when possible: Customize invites and make them feel more personal, not like automated messages.

Conclusion

Finding the best time to send survey invites will undoubtedly enhance the feedback you’re gathering. Use the concepts and tips we mentioned and optimize your survey strategy — aim for higher response rates and more valuable insights. 

And remember, InsiderCX makes it easy to implement and refine best practices, helping you get the most out of your patient surveys.