Using email surveys rather than postal surveys resulted in lower response rates but lower costs for a local government organization. Email surveys in 2010 received over 16,000 invites but only a 11% response rate compared to a 27% response rate for postal surveys in 2009 sent to 3,500 people. Factors like incorrect addresses, spam filters, and indifference affected response rates for email surveys. Respondents in older age groups were more likely to respond to both email and postal surveys.

1. Using Email for Surveys MailCamp Event Presentation Paul Kent Customer Engagement Officer

4. Profile of Respondents Not Full-Time Work Full-Time 55+ years 35-55 years 18-34 years Group 60 54 46 37 46 54 49 30 39 36 38 47 12 32 13 2009 (%) Pop. Estimate (%) 2010 (%)

5. Preferred Methods of Contact Base: All respondents (1,808) Prefer to be contacted by Council via… (%) Prefer to contact Council via… (%)

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