Questions and Answers About Improving Response Rates and Representativeness for CAHPS Survey Data

These questions and answers are drawn from a January 2024 CAHPS webcast on strategies for improving response rates and the representativeness of survey data. 

What are suggested best practices for eliciting responses from younger adults?

The administration of surveys via mixed modes (specifically web and phone) is particularly effective for adults aged 18-34.

What is behind the ever-decreasing response rates for CAHPS?

As indicated during the webcast, response rates for CAHPS surveys have decreased at a lower rate than surveys in general, and new mixed-mode survey dissemination approaches should help.

Do you see a future where survey collection by mail/phone isn’t viable?

Currently mail and phone modes help to maximize response rates. Using a web mode alone yields the lowest response rates.

In the future, will respondents be able to select their preferred mode?

Administering mixed modes, such as web-mail or web-mail-phone, effectively enables respondents, to a degree, to select the response mode they prefer.

How can we increase response rates among minority populations?

Web and phone modes of survey distribution have been shown to boost response rates among minority populations. Another effective strategy is to use appropriate translations of the surveys to elicit responses from non-English speaking populations.

What evidence-based recommendations should hospitals employ to get better response rates for mail surveys?

Survey formatting substantially influences response rates for mail surveys. User-friendly surveys that are easy to read help to boost response rates.