AI is transforming nearly every aspect of VoC.
It’s revolutionizing survey design, automating analysis, and personalizing customer interactions at scale.
But here’s something AI hasn’t changed:
Putting the first survey question in the email invitation is still the best way to increase response rates.
This is one of the rare VoC best practices that AI hasn’t impacted.
It was true before AI, and it’s still true today. And if you’re not already doing it, now’s the time to start.
Why This Still Works
The psychology behind it is simple: customers don’t wake up thinking, I can’t wait to take a survey today!
But if you embed the first question directly in the email, you remove friction.
They click, they engage, and suddenly they’re answering a survey before they even realize it.
We’ve seen response rates double when this is implemented. Instead of clicking a link, landing on a new page, and then answering the first question, customers can jump right in.
That small shift—reducing the steps between receiving the email and providing feedback—has a massive impact.
Has AI Changed This? Not Really.
AI is optimizing survey invites in other ways, such as:
- Personalization – AI can insert details like the specific store or agent the customer interacted with.
- Timing – AI can predict the best time to send the invite based on when the customer is most likely to respond.
- Testing – AI can run A/B tests on subject lines, wording, and button placements to maximize engagement.
But these are incremental improvements, not a fundamental change.
The strategy of embedding the first survey question remains just as effective as ever.
The Bottom Line
There are plenty of places where AI is pushing VoC forward, but this isn’t one of them. If anything, AI just reinforces the need for timeless best practices.
So, if you’re looking for a quick way to improve response rates, don’t overthink it.
Put your first question in the email invite!
It worked before AI, it works now, and it will keep working—no matter how much technology evolves.
Your Turn
What do you think? Are there other areas of VoC where AI hasn’t made much of a difference? Let’s discuss.
