Perhaps the topic most inquired in the field of surveys, especially customer satisfaction surveys, is response rates. What’s a good response rate? What’s the statistical accuracy with a certain response rate? But what is sometimes missed is that the response rate should not be the only concern. Bias in the response group should be an equally important concern. Lots of responses will give a good statistical accuracy, but it’s a false sense of security if there’s a sample bias. In particular, we’ll discuss survey fatigue and non-response bias.