Small changes can often lead to big results.

Andrew Gilliam is an ITS Service Desk Consultant at Western Kentucky University. He improved the response rate to customer service surveys by 370 percent simply by changing the wording of the survey invitation email.

I interviewed Gilliam to learn about how he was able to do it. He provides a lot of helpful, actionable advice into this short, 20 minute interview. 

Topics we cover include:

• Why you should survey both internal and external customers

• What constitutes a "good" response rate

• How to improve your survey invitation email

• What types of customers typically complete surveys

• Why you need feedback from angry, happy, and even neutral customers 

You can watch the full interview here. Follow Gilliam on Twitter at @ndytg or contact him via his website.