Did you know that the USPS Office of the Inspector General performs a customer satisfaction survey every year? News to me, but why not?
The results are available for viewing below.
But the stunning and head-spinning discovery about direct mail design is worth noting. In the study’s own words, verbatim:
“In FY 2016, it sent out more than 5.7 million survey invitations in the form of a two-sided postcard that invites customers to take the survey online or by phone. These invitations resulted in approximately 71,000 completed surveys, a 1% response rate.
“In order to increase response rates, the Postal Service tested two other survey invitations. An oversized postcard did not make a significant difference, but a sealed envelope with an invitation on letterhead had a 7% response rate.
“Consequently, the Postal Service adopted the sealed envelope for all invitations for FY 2018.”
A 600% increase in response!
There are two big rules of direct mail design:
1. It takes A Letter.
2. Put it in an envelope.
As for the survey, it is itself a pot-boiler and you can “self-administer” online, or participate by phone. If you are the social scientist, you know that a 50% response rate is the minimum acceptable for self-administered surveys, because who knows that the respondents don’t drop off, or conversely, have an axe to grind, or perversely, come from Chicago and complete several forms.
All results can be read here, but first and foremost, remember the two rules above.
Glad the Inspector has come on board!