Response rate is defined as the percentage of patients-members that responded to a survey offering.
Pretty simple, right? Many organizations fail to understand that multiple factors drive response rates and that finding the right balance of survey modes is paramount to maximizing the number of patients/members that respond. While the survey instrument (length, question types, etc.) may factor into survey mode decisions, the best mode or channel used to communicate with the patient/member is very generational and will significantly impact response rates and cost per survey.
Recent studies show that Millennials primarily prefer SMS text but also respond to Email, while Generation X prefer Email but are trending more towards SMS text. Seniors have traditionally preferred the more personal encounter of a phone call but have become very responsive to email outreach. Brenmor’s multi-mode distribution model utilizes SMS text, Email, and Telephonic distribution modes to drive the highest response rate based on the demographic indicators of the patient/member.