Our January customer newsletter shared the results of our customer survey which was conducted late in 2009. We have received an excellent response to the newsletter including this note:

Thank you for letting us know the survey results in the newsletter. Your report gave an honest view of the results and this supports our confidence in your company.

In addition to ratings on various aspects of our business, we received a good range of longer form notes with the survey. I have now personally responded to all of these, following up on questions and thanking people for specific feedback.

I think it is important to show that feedback has been read and how it is being used. This will encourage greater engagement is other surveys we conduct.