1. It is a good idea to change the questions from time to time, and get insights into different aspects of your service.
Here's a recent article I wrote on how to choose questions:
2. Response rates is a good thing to look at from time to time. There's another article here with ideas on how to get more:
You can also get creative - one of our customers makes it fun and offers to buy a goat (in Africa, I think) for each piece of feedback received. They receive quite a lot:
I hope that gives you a few ideas.
Thanks for taking time to give us feedback.
Guy Letts –