MARKETING
How to Perfectly Manage a PPC Campaign [Template]
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In the world of search engine marketing (SEM), more and more marketers are buying into PPC campaigns. Google Ads specifically has increased its revenue from year to year. In 2021, Google advertising revenue accounted for $53.1 billion — 81% of Alphabet’s overall sales.
Properly investing in PPC can result in nearly guaranteed ad placement in the search engine result pages of their choice. And this placement can help generate leads. If your ads tool is tightly integrated with your CRM, you can even leverage ads data to nurture these leads across their buyer’s journey.
As you prepare to create a PPC campaign, it’s important to get a rundown of what a successful campaign entails and identify management missteps that you’ll want to avoid.
PPC Campaign
PPC stands for “pay-per-click.” PPC campaigns are a form of search engine marketing (SEM) where a company builds an ad with targeted keywords and then pays for it by the click. These campaigns are often built using platforms like Google Ads and Microsoft Ads.
Building a successful PPC campaign includes a few key steps:
- Determine your PPC campaign structure.
- Identify, build, and refine your campaign’s landing pages.
- Create a keyword strategy based on your research.
- Create ads based on insights from the steps above.
- Share your campaign plan with stakeholders.
The problem is, many marketers have poor PPC campaign management, which ends up costing them way more money than they need to spend and delivering underwhelming lead generation results.
Here are a few ways marketers could go wrong with PPC campaign management:
- Coming up with keywords on the fly without doing prior research.
- Only building one basic campaign without utilizing Google Ads’ Ad Groups tool.
- Attaching unengaging landing pages — or a homepage that generates no leads — to the campaign.
- Not adding “negative keywords” or monitoring campaigns to avoid wasting budget.
- Creating campaigns, setting budget caps, and going live without telling internal or external stakeholders.
So, how do you manage a PPC campaign properly so that you get leads at a reasonable cost? It comes down to intelligent campaign structure.
How do you master intelligent campaign structure? You use a template!
What is PPC management?
Pay-per-click or PPC managment is the process of managing and monitoring a company’s pay-per-click ad spend and campaigns. Typically handled by marketing teams or a marketing agency, PPC management strategies employ the use of keywords to optimize results.
You can get started managing your own PPC campaign by using our template.
PPC Campaign Management Template
We’ve created a free PPC campaign management template that will help you and your clients set up a full-funnel campaign structure that follows PPC best practices. Once you do that, you’ll be better positioned to maximize the return on your PPC investment. The template is broken down into two sections: Ads Planner and Ads Results.
Ads Planner Template
In this section of the template, you’ll record all of your ad campaign information. In the first 3 columns on the left-hand side, input your campaign name, keywords, and negative keywords (keywords you don’t want ads shown for).
The next section to right will hold all of your ad variations. There’s room for multiple headlines, descriptions, and URL paths to help you keep track of all of the ads you’re running.
Ads Results Template
This part of the template will easily allow you to track all of the campaign metrics you need. Total cost, impressions, conversions, cost per click information, and more can be recorded here to help you analyze performance.
Now that you’re familiar with our template components, let’s look at managing your PPC campaign.
How to Manage a PPC Campaign
If you’re running PPC campaigns for someone who doesn’t understand the importance of an organized campaign structure, this template will also act as a PPC campaign management task checklist that will enlighten your boss or clients.
We’re going to show you how to use that PPC template in this blog post — so download it now and follow along.
Before we get started, let’s go over a few tips that’ll make using this template even easier:
- You will want to clear out the example data I have in the template such as keywords, campaign and AdGroup names, ads, and destination URLs.
- Be careful not to erase columns E, G, and I. They contain formulas that will help you in subsequent steps.
- Click on the red markers in the top corners of the cells. They contain helpful tips and FAQs. If you ever forget what a cell is used for, they will remind you.
Step 1: Choose your PPC campaign management tools and software.
There are several places to begin your PPC campaign strategy, but my advice would be to start with one platform and expand to another until you cover each channel your audience visits. This tactic works because it keeps your costs low in the initial stages of PPC planning. Rather than paying for an external campaign management tool, you can manage your campaigns natively within the platform on which you’re running the ads.
However, as you expand your strategy to include more sites, you’ll want to scale to a PPC campaign management software that can help you keep track of each platform, each budget, and each set of creative all in one place.
Here are some of our favorite tools for the job:
- Marin Software: Integrates with Google and Facebook — two of the most popular PPC platforms.
- Wordstream Advisor: Analyzes Google and Facebook ad spend for you to keep you on budget.
- SpyFu: Analyze your competitor’s campaigns to build a well-rounded strategy.
Step 2: Understand PPC campaign structure.
Before we do anything with this template, it’s important to understand PPC campaign structure. Far too many marketers will just set up an account, create an ad, direct the ad to their home page, pick some keywords and hit go. This is not the way to do things.
With Google Ads, you have the opportunity to create multiple campaigns. Each campaign may contain several AdGroups, and each AdGroup may contain a few ads and multiple, similar keywords.
It’s wise to create multiple campaigns because you can set daily budget caps, day-parting, and select geo-targeted regions at the campaign level. If you’re bidding on generic keywords and branded keywords, you’ll want to put these in separate campaigns because the economics around these two types of keywords will likely be very different.
As you can see, your template reflects these best practices, providing space for several different campaigns, AdGroups, and ad variations within those AdGroups.
Step 3: Identify your landing pages.
The “Destination URL” is the place on your website where you want the PPC traffic to end up. Because there is a marginal cost associated with each PPC visitor you attract, I recommend you choose a landing page URL as your destination URL.
Do not drive them to your home page or a blog in hopes that they will stumble upon a lead generation form. That’s the job of organic search. Drive them to a landing page with a form on it. Don’t forget to put in a tracking token so you know where these leads are coming from.
You will notice that the Destination URL within the AdGroup is the same regardless of the keyword or ad. If you really want to drive a keyword to a different landing page, then create another AdGroup. If you want to get even more specific, create another campaign for that keyword.
You should also keep your sales funnel in mind when you identify these landing pages. Think about which part of the sales funnel each landing page and offer speaks to.
For example, an educational PDF about an industry concept would be appropriate for a top-of-the-funnel offer, while a coupon or a demo would be at the bottom of the funnel.
Manage and create separate campaigns for each part of the funnel. If you scroll down in your template, you’ll see that there’s dedicated space allotted for campaigns in all of these funnel stages.
Step 4: Build your keyword strategy.
Next, select the keywords that are relevant to the landing page and offer. Make sure to keep them as relevant as possible to increase the chance that each visitor you pay for completes the form on the landing page.
Yes, it would be nice to rank for certain keywords, but if the landing page doesn’t answer the keyword query, think twice. Or better yet, create another offer and landing page that speaks more directly to the keyword.
To understand search volumes and costs around each keyword you want to select, you can use free tools like the Google Ads Keyword Tool or — if you’re a HubSpot customer — our keywords tool.
If this is your first time managing a PPC campaign, it would be wise to read up on how to design a keyword strategy. In the case of Google Ads, you might also want to learn more about keyword quality scores.
Step 5: Create your ads.
This is the fun part! Both Google Ads and Microsoft Ads allow you to create more than one ad for each Ad Group (hence the “group” terminology). The service will rotate them until it notices that one appears to drive a higher clickthrough rate (CTR). This is how A/B (and C and D) testing works. While this is optional, you should take advantage of the ability to create more than one ad.
Keep in mind that you are allotted 25 characters for the title of the ad, 35 characters for the display URL (the URL that’s displayed in the ad, not to be confused with the destination URL), and 35 characters for each line of copy. But if you’re using this template, we’ll keep track of that for you.
In my experience, the title has the greatest influence on an ad’s CTR. It’s wise to include a keyword in the headline to draw a user’s attention to your ad. An even better practice would be to use dynamic keyword insertion.
A good rule of thumb is to simply try to provide a cohesive experience for searchers — from seeing your ad in the search engine results to completing the form on your landing page — everything should align with the goal of getting them to click through.
Finally, there’s the tricky matter of the display URL. You’re only allowed 35 characters here, but it’s unlikely that your destination URL, the actual URL for your landing page, will be that short. So the search engines allow you to create a display URL, which may not even be an actual URL on your website. The domain in your display URL must be the same as the domain in your destination URL so that users end up in the right place when they click.
Step 6: Share the completed template with stakeholders.
Whether you’re doing PPC for your business or a client, your completed template will ensure alignment between the stakeholders’ expectations with the realities of a productive PPC campaign. If you’re the stakeholder of a PPC campaign, this template will help you think about what you’re doing with the money you’re spending on PPC.
By doing so, you’ll have created a congruous user experience that search engines like to see. This can benefit you in terms of your positioning in the SERPs and, ultimately, your costs. It will also grant you the agility you need to swiftly reallocate and modify your budget as you respond to changes in the marketplace, and drive the maximum return on your PPC spend.
How to Optimize Your PPC Campaign
PPC campaign management isn’t as easy as using a one-time strategy. You’ll need to continually adjust your methods for optimized results. Here are a few things to keep in mind to ensure your campaigns are performing their best.
Location
Geographic targeting is used often in PPC management. You can analyze performance based on location by examining where your resources are being used and whether or not they are profitable. This way you can exclude areas that don’t perform.
For example, if you own a bike shop, targeting areas that are more urban and densely populated may be a better use of your funds than targeting rural areas where most folks need a car to get around.
Performance by Device
Campaigns that are effective on desktop users may not perform as well on mobile users. Consider targeting each group separately to see if there are differences in conversion rate.
If you find that a particular campaign works better on mobile versus desktop, consider allocating funds towards your moble efforts and try a different campaign for desktop users. This way you can ensure that your budget is being spent in areas that have proven to be successful.
Removing Keywords
When running campaigns, not all keywords chosen will prove useful. You’ll need to remove the low performers. These could be keywords that:
- Are converting at a very high cost
- Have a quality score rating of “below average”
- Not converting
Keywords with the above traits should be removed in favor of ones that are performing well so you can ensure that your budget is being spent wisely.
Examine Keyword Bids
When bidding for keywords, you’ll want to determine how much you can pay for each conversion and still make a profit. Google Ads has several tools to help you optimize your bids including:
- Bid simulator: This allows you to see how bidding higher or lower can affect the ad’s performance.
- First-page bid estimates: This shows how much you likely need to bid to get your ads within the first page of Google search results.
Once you determine the max you can pay for a particular keyword, these tools will help you make the most of your budget.
Performance by Day and Time
Campaign performance will fluctuate depending on the time of day or day of the week. You’ll want to take note of when they perform well and when they don’t. If they aren’t performing during a certain timeframe, you can adjust so that you are only bidding on the most profitable times.
Now that you know how to optimize your campaigns to get the best results, let’s explore the platforms available for running your PPC campaigns.
PPC Campaign Management
Understanding where your audience is spending most of their time online is key, in addition to figuring out what kind of ads work best for your business. It’s imperative to familiarize yourself with the different platforms available to run your PPC campaigns. Let’s continue by looking at some of the most prominent online ad platforms: Google, Microsoft (Bing), Facebook, Twitter, and YouTube.
Google PPC Campaign Management
Google has been the dominant player in the search engine space for more than 20 years and it still produces some of the most innovative ad experiences on the market. Here’s a look at a couple of the most popular ways to serve ads on Google.
Google Search Ads
One of the most popular types of Google Ads is the search ad. These ads appear at the top and bottom of the search results for specific keywords that you bid on. Google search ad campaigns are usually run with the goal of driving traffic to a specific webpage — like a landing or product page.
Google Display Ads
Have you ever visited a website that has advertising on the banner, sidebar, or footer of the page? Then you’ve probably crossed paths with a Google display ad. These types of ads are typically visual, featuring colorful graphics, videos, and sometimes audio. Google display ads are helpful for retargeting customers who have visited your website before without making a purchase.
Microsoft Ads (Formerly Bing Ads) PPC Campaign Management
Overall, Microsoft Ads works very similarly to Google Ads. However, here are a few tips that can help get the most out of your PPC campaign strategy for Microsoft Ads.
Bing Keyword Suggestions
If the bulk of your PPC efforts live in Google Ads and you decide to start bidding on Microsoft Ads, you might be tempted to use the same keywords that you’re already bidding on in Google. The issue here is that Google and Bing are different search engines and it’s possible that your Google keywords won’t see the same search volume in Bing.
Bing’s keyword research and suggestion tool will give you more accurate search volumes for your keywords. You can still use your original list of keywords from Google to start with, but utilize this tool to verify whether you should be bidding on the same keywords, or something similar that yields more traffic.
Lower CPC
Ad bids can end up being quite costly for a business so many marketers are constantly working to decrease ad spend. Wordstream tested the cost of running ads on both search engines and found that Bing’s average CPC was 33% lower than Google’s. Since bidding on Microsoft Ads is less competitive in comparison to Google, it’s likely that you won’t end up spending as much of your budget on this platform.
So if you’re able to find a high MSV keyword to bid on there’s a good chance that you’ll see a positive shift in your return on investment. This may be especially true for specific industries. The table below shows the average industry CPC according to Microsoft Ads.
For a deeper dive into Microsoft Ads check out this tutorial.
Facebook PPC Campaign Management
Facebook Ads Manager is a platform that connects 1.6 billion people worldwide to businesses on Facebook. It’s a great tool to target specific audiences and to promote brand presence.
Some of the most popular ads you can incorporate into your Facebook campaigns are:
Story Ads
Stories are thriving on social media platforms, so why not develop a few ads to meet your audience where they’re already spending time?
Stories are only posted for 24 hours so these types of ads are best to use when you have a specific promotion occurring. Like personal stories, story ads can be shared in the form of a video with a link or a series of still photos that lead the viewer to take a specific action.
Playable Ads
Gamification is always an innovative way to catch a lead’s attention. Facebook’s playable ads allow you to create a brief interactive version of a game or app so users can get a feel for what your product is like.
You’ll want to keep the functionality as simple as possible, so you won’t deter any potential customers, and of course, make it fun!
Messenger Ads
If you’ve ever used Facebook’s messenger tool, you’ve probably seen an ad appear among your conversations. The great thing about this is that a potential customer could choose to instantly connect with your business directly from their messages.
So, if you have a sales customer service team that connects with people via chat this is a great way to establish an instant connection. You can also send a lead to your site or a specific landing page from the ad.
To start building your own ad campaign on Facebook check out HubSpot’s Facebook Ads Training Course.
Twitter PPC Campaign Management
Twitter Ads Manager makes it easy to plan the ad you’d like to run on Twitter while providing reporting on campaign performance.
People spend 26% more time viewing ads on Twitter than on any other leading platform, so you’ll want your ads to be catchy enough to stop someone mid-scroll. Some of the types of ads you can include in your Twitter campaign are:
Promoted Tweets
The only difference between a regular tweet and a promoted tweet is that you’re spending money for the promoted tweet to appear in the feeds of people who aren’t following your business. This allows your business to convert users, or simply gain new followers which will help with your brand’s awareness
Promoted Moments
Twitter moments are several tweets that focus on a specific topic or event. Essentially you want this collection of tweets to communicate a story for your audience. These are great for more fun or trendy topics since Moments includes categories such as trending, sports, entertainment, and more.
Promoted Trends
If you’re someone that loves seeing what’s trending on Twitter you may want to experiment with promoting a trend for your target audience to interact with. This will be displayed in the timeline, the explore tab, and the “Trends for you section.”
Once someone clicks on the promoted trend they’ll see various search results for the specific trend or topic and your brand’s promoted Tweet. If your business has identified an engaged Twitter audience you may be sitting on an untapped goldmine.
Learn more about Twitter Ads Manager for your business and get to tweeting!
YouTube PPC Campaign Management
Including YouTube in your ad campaign strategies is a must. If your business can create something catchy enough to convince someone not to click ‘skip,’ you’re already winning.
As part of the Google Display Network, YouTube has become a core part of marketers’ ad strategies. With over a billion active users and the ability to be accessed in 76 languages, there’s no denying that YouTube is reaching a massive amount of people on a daily basis.
Let’s take a look at some of the different types of Youtube ads.
Skippable In-Stream Ads
These are probably the ads that you’re most familiar with already because we’ve all clicked that magical little button that says “skip ads” to start viewing what we searched for as soon as possible.
The ads can play before the ad even begins, which means the viewer never sees it, or they’ll have to wait five seconds before they can skip. Five seconds isn’t much time to convince some not to hit skip, so make sure the hook of your ad is immediately enticing. The good thing about this is that if they skip within those first five seconds, you don’t have to pay for the ad.
Non-Skippable In-Stream Ads (Including Bumper Ads)
Since so many people opt to skip ads on YouTube, advertisers have the option to create non-skippable ads. If you’ve developed a strong creative as you feel will resonate with your target audience this may be the option for you.
However, make sure that you’re avidly measuring results to ensure you’re getting what you’re paying for. If the results aren’t in your favor, you may want to revert to a skippable ad instead.
Video Discovery Ads (Formerly Known as In-Display Ads)
Discovery ads are what users see in the search results. Remember, YouTube is the second largest search engine and shows more than 1 billion hours of video to users each day – so you’ll want those ads appearing in search results too!
These ads will include a thumbnail and a few lines of text as a description. Since many people prefer visuals over text this is an opportunity to get someone to view your video instead of reading a competitor’s textual resource.
Start Your PPC Campaign Today
PPC management is all about researching, budgeting, testing, reporting, and doing it over until you get the results you need. You don’t have to do it alone, though. With the right tools and instructions outlined in this guide, you’ll be able to implement a PPC campaign that yields results for your business.
Editor’s note: This post was originally published in May 2019 and has been updated for comprehensiveness.
MARKETING
OpenAI’s Drama Should Teach Marketers These 2 Lessons

A week or so ago, the extraordinary drama happening at OpenAI filled news feeds.
No need to get into all the saga’s details, as every publication seems to have covered it. We’re just waiting for someone to put together a video montage scored to the Game of Thrones music.
But as Sam Altman takes back the reigns of the company he helped to found, the existing board begins to disintegrate before your very eyes, and everyone agrees something spooked everybody, a question arises: Should you care?
Does OpenAI’s drama have any demonstrable implications for marketers integrating generative AI into their marketing strategies?
Watch CMI’s chief strategy advisor Robert Rose explain (and give a shoutout to Sutton’s pants rage on The Real Housewives of Beverly Hills), or keep reading his thoughts:
For those who spent last week figuring out what to put on your holiday table and missed every AI headline, here’s a brief version of what happened. OpenAI – the huge startup and creator of ChatGPT – went through dramatic events. Its board fired the mercurial CEO Sam Altman. Then, the 38-year-old entrepreneur accepted a job at Microsoft but returned to OpenAI a day later.
We won’t give a hot take on what it means for the startup world, board governance, or the tension between AI safety and Silicon Valley capitalism. Rather, we see some interesting things for marketers to put into perspective about how AI should fit into your overall content and marketing plans in the new year.
Robert highlights two takeaways from the OpenAI debacle – a drama that has yet to reach its final chapter: 1. The right structure and governance matters, and 2. Big platforms don’t become antifragile just because they’re big.
Let’s have Robert explain.
The right structure and governance matters
OpenAI’s structure may be key to the drama. OpenAI has a bizarre corporate governance framework. The board of directors controls a nonprofit called OpenAI. That nonprofit created a capped for-profit subsidiary – OpenAI GP LLC. The majority owner of that for-profit is OpenAI Global LLC, another for-profit company. The nonprofit works for the benefit of the world with a for-profit arm.
That seems like an earnest approach, given AI tech’s big and disruptive power. But it provides so many weird governance issues, including that the nonprofit board, which controls everything, has no duty to maximize profit. What could go wrong?
That’s why marketers should know more about the organizations behind the generative AI tools they use or are considering.
First, know your providers of generative AI software and services are all exploring the topics of governance and safety. Microsoft, Google, Anthropic, and others won’t have their internal debates erupt in public fireworks. Still, governance and management of safety over profits remains a big topic for them. You should be aware of how they approach those topics as you license solutions from them.
Second, recognize the productive use of generative AI is a content strategy and governance challenge, not a technology challenge. If you don’t solve the governance and cross-functional uses of the generative AI platforms you buy, you will run into big problems with its cross-functional, cross-siloed use.
Big platforms do not become antifragile just because they’re big
Nicholas Taleb wrote a wonderful book, Antifragile: Things That Gain From Disorder. It explores how an antifragile structure doesn’t just withstand a shock; it actually improves because of a disruption or shock. It doesn’t just survive a big disruptive event; it gets stronger because of it.
It’s hard to imagine a company the size and scale of OpenAI could self-correct or even disappear tomorrow. But it can and does happen. And unfortunately, too many businesses build their strategies on that rented land.
In OpenAI’s recent case, the for-profit software won the day. But make no bones about that victory; the event wasn’t good for the company. If it bounces back, it won’t be stronger because of the debacle.
With that win on the for-profit side, hundreds, if not thousands, of generative AI startups breathed an audible sigh of relief. But a few moments later, they screamed “pivot” (in their best imitation of Ross from Friends instructing Chandler and Rachel to move a couch.)
They now realize the fragility of their software because it relies on OpenAI’s existence or willingness to provide the software. Imagine what could have happened if the OpenAI board had won their fight and, in the name of safety, simply killed any paid access to the API or the ability to build business models on top of it.
The last two weeks have done nothing to clear the already muddy waters encountered by companies and their plans to integrate generative AI solutions. Going forward, though, think about the issues when acquiring new generative AI software. Ask about how the vendor’s infrastructure is housed and identify the risks involved. And, if OpenAI expands its enterprise capabilities, consider the implications. What extra features will the off-the-shelf solutions provide? Do you need them? Will OpenAI become the Microsoft Office of your AI infrastructure?
Why you should care
With the voluminous media coverage of Open AI’s drama, you likely will see pushback on generative AI. In my social feeds, many marketers say they’re tired of the corporate soap opera that is irrelevant to their work.
They are half right. What Sam said and how Ilya responded, heart emojis, and how much the Twitch guy got for three days of work are fodder for the Netflix series sure to emerge. (Robert’s money is on Michael Cera starring.)
They’re wrong about its relevance to marketing. They must be experiencing attentional bias – paying more attention to some elements of the big event and ignoring others. OpenAI’s struggle is entertaining, no doubt. You’re glued to the drama. But understanding what happened with the events directly relates to your ability to manage similar ones successfully. That’s the part you need to get right.
HANDPICKED RELATED CONTENT:
Cover image by Joseph Kalinowski/Content Marketing Institute
MARKETING
The Complete Guide to Becoming an Authentic Thought Leader

Introduce your processes: If you’ve streamlined a particular process, share it. It could be the solution someone else is looking for.
Jump on trends and news: If there’s a hot topic or emerging trend, offer your unique perspective.
Share industry insights: Attended a webinar or podcast that offered valuable insights. Summarize the key takeaways and how they can be applied.
Share your successes: Write about strategies that have worked exceptionally well for you. Your audience will appreciate the proven advice. For example, I shared the process I used to help a former client rank for a keyword with over 2.2 million monthly searches.
Question outdated strategies: If you see a strategy that’s losing steam, suggest alternatives based on your experience and data.
5. Establish communication channels (How)
Once you know who your audience is and what they want to hear, the next step is figuring out how to reach them. Here’s how:
Choose the right platforms: You don’t need to have a presence on every social media platform. Pick two platforms where your audience hangs out and create content for that platform. For example, I’m active on LinkedIn and X because my target audience (SEOs, B2B SaaS, and marketers) is active on these platforms.
Repurpose content: Don’t limit yourself to just one type of content. Consider repurposing your content on Quora, Reddit, or even in webinars and podcasts. This increases your reach and reinforces your message.
Follow Your audience: Go where your audience goes. If they’re active on X, that’s where you should be posting. If they frequent industry webinars, consider becoming a guest on these webinars.
Daily vs. In-depth content: Balance is key. Use social media for daily tips and insights, and reserve your blog for more comprehensive guides and articles.
Network with influencers: Your audience is likely following other experts in the field. Engaging with these influencers puts your content in front of a like-minded audience. I try to spend 30 minutes to an hour daily engaging with content on X and LinkedIn. This is the best way to build a relationship so you’re not a complete stranger when you DM privately.
6. Think of thought leadership as part of your content marketing efforts
As with other content efforts, thought leadership doesn’t exist in a vacuum. It thrives when woven into a cohesive content marketing strategy. By aligning individual authority with your brand, you amplify the credibility of both.
Think of it as top-of-the-funnel content to:
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Build awareness about your brand
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Highlight the problems you solve
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Demonstrate expertise by platforming experts within the company who deliver solutions
Consider the user journey. An individual enters at the top through a social media post, podcast, or blog post. Intrigued, they want to learn more about you and either search your name on Google or social media. If they like what they see, they might visit your website, and if the information fits their needs, they move from passive readers to active prospects in your sales pipeline.
MARKETING
How to Increase Survey Completion Rate With 5 Top Tips

Collecting high-quality data is crucial to making strategic observations about your customers. Researchers have to consider the best ways to design their surveys and then how to increase survey completion, because it makes the data more reliable.
I’m going to explain how survey completion plays into the reliability of data. Then, we’ll get into how to calculate your survey completion rate versus the number of questions you ask. Finally, I’ll offer some tips to help you increase survey completion rates.
My goal is to make your data-driven decisions more accurate and effective. And just for fun, I’ll use cats in the examples because mine won’t stop walking across my keyboard.
Why Measure Survey Completion
Let’s set the scene: We’re inside a laboratory with a group of cat researchers. They’re wearing little white coats and goggles — and they desperately want to know what other cats think of various fish.
They’ve written up a 10-question survey and invited 100 cats from all socioeconomic rungs — rough and hungry alley cats all the way up to the ones that thrice daily enjoy their Fancy Feast from a crystal dish.
Now, survey completion rates are measured with two metrics: response rate and completion rate. Combining those metrics determines what percentage, out of all 100 cats, finished the entire survey. If all 100 give their full report on how delicious fish is, you’d achieve 100% survey completion and know that your information is as accurate as possible.
But the truth is, nobody achieves 100% survey completion, not even golden retrievers.
With this in mind, here’s how it plays out:
- Let’s say 10 cats never show up for the survey because they were sleeping.
- Of the 90 cats that started the survey, only 25 got through a few questions. Then, they wandered off to knock over drinks.
- Thus, 90 cats gave some level of response, and 65 completed the survey (90 – 25 = 65).
- Unfortunately, those 25 cats who only partially completed the survey had important opinions — they like salmon way more than any other fish.
The cat researchers achieved 72% survey completion (65 divided by 90), but their survey will not reflect the 25% of cats — a full quarter! — that vastly prefer salmon. (The other 65 cats had no statistically significant preference, by the way. They just wanted to eat whatever fish they saw.)
Now, the Kitty Committee reviews the research and decides, well, if they like any old fish they see, then offer the least expensive ones so they get the highest profit margin.
CatCorp, their competitors, ran the same survey; however, they offered all 100 participants their own glass of water to knock over — with a fish inside, even!
Only 10 of their 100 cats started, but did not finish the survey. And the same 10 lazy cats from the other survey didn’t show up to this one, either.
So, there were 90 respondents and 80 completed surveys. CatCorp achieved an 88% completion rate (80 divided by 90), which recorded that most cats don’t care, but some really want salmon. CatCorp made salmon available and enjoyed higher profits than the Kitty Committee.
So you see, the higher your survey completion rates, the more reliable your data is. From there, you can make solid, data-driven decisions that are more accurate and effective. That’s the goal.
We measure the completion rates to be able to say, “Here’s how sure we can feel that this information is accurate.”
And if there’s a Maine Coon tycoon looking to invest, will they be more likely to do business with a cat food company whose decision-making metrics are 72% accurate or 88%? I suppose it could depend on who’s serving salmon.
What is survey completion rate?
Survey completion rate refers to the number of completed surveys divided by the number of total survey respondents. The result is then multiplied by 100 to get a percentage. Survey respondents include those who completed the survey, and those who started the survey but didn’t complete it.
While math was not my strongest subject in school, I had the great opportunity to take several college-level research and statistics classes, and the software we used did the math for us. That’s why I used 100 cats — to keep the math easy so we could focus on the importance of building reliable data.
Now, we’re going to talk equations and use more realistic numbers. Here’s the formula:
So, we need to take the number of completed surveys and divide that by the number of people who responded to at least one of your survey questions. Even just one question answered qualifies them as a respondent (versus nonrespondent, i.e., the 10 lazy cats who never show up).
Now, you’re running an email survey for, let’s say, Patton Avenue Pet Company. We’ll guess that the email list has 5,000 unique addresses to contact. You send out your survey to all of them.
Your analytics data reports that 3,000 people responded to one or more of your survey questions. Then, 1,200 of those respondents actually completed the entire survey.
3,000/5000 = 0.6 = 60% — that’s your pool of survey respondents who answered at least one question. That sounds pretty good! But some of them didn’t finish the survey. You need to know the percentage of people who completed the entire survey. So here we go:
Completion rate equals the # of completed surveys divided by the # of survey respondents.
Completion rate = (1,200/3,000) = 0.40 = 40%
Voila, 40% of your respondents did the entire survey.
Response Rate vs. Completion Rate
Okay, so we know why the completion rate matters and how we find the right number. But did you also hear the term response rate? They are completely different figures based on separate equations, and I’ll show them side by side to highlight the differences.
- Completion Rate = # of Completed Surveys divided by # of Respondents
- Response Rate = # of Respondents divided by Total # of surveys sent out
Here are examples using the same numbers from above:
Completion Rate = (1200/3,000) = 0.40 = 40%
Response Rate = (3,000/5000) = 0.60 = 60%
So, they are different figures that describe different things:
- Completion rate: The percentage of your respondents that completed the entire survey. As a result, it indicates how sure we are that the information we have is accurate.
- Response rate: The percentage of people who responded in any way to our survey questions.
The follow-up question is: How can we make this number as high as possible in order to be closer to a truer and more complete data set from the population we surveyed?
There’s more to learn about response rates and how to bump them up as high as you can, but we’re going to keep trucking with completion rates!
What’s a good survey completion rate?
That is a heavily loaded question. People in our industry have to say, “It depends,” far more than anybody wants to hear it, but it depends. Sorry about that.
There are lots of factors at play, such as what kind of survey you’re doing, what industry you’re doing it in, if it’s an internal or external survey, the population or sample size, the confidence level you’d like to hit, the margin of error you’re willing to accept, etc.
But you can’t really get a high completion rate unless you increase response rates first.
So instead of focusing on what’s a good completion rate, I think it’s more important to understand what makes a good response rate. Aim high enough, and survey completions should follow.
I checked in with the Qualtrics community and found this discussion about survey response rates:
“Just wondering what are the average response rates we see for online B2B CX surveys? […]
Current response rates: 6%–8%… We are looking at boosting the response rates but would first like to understand what is the average.”
The best answer came from a government service provider that works with businesses. The poster notes that their service is free to use, so they get very high response rates.
“I would say around 30–40% response rates to transactional surveys,” they write. “Our annual pulse survey usually sits closer to 12%. I think the type of survey and how long it has been since you rendered services is a huge factor.”
Since this conversation, “Delighted” (the Qualtrics blog) reported some fresher data:
The takeaway here is that response rates vary widely depending on the channel you use to reach respondents. On the upper end, the Qualtrics blog reports that customers had 85% response rates for employee email NPS surveys and 33% for email NPS surveys.
A good response rate, the blog writes, “ranges between 5% and 30%. An excellent response rate is 50% or higher.”
This echoes reports from Customer Thermometer, which marks a response rate of 50% or higher as excellent. Response rates between 5%-30% are much more typical, the report notes. High response rates are driven by a strong motivation to complete the survey or a personal relationship between the brand and the customer.
If your business does little person-to-person contact, you’re out of luck. Customer Thermometer says you should expect responses on the lower end of the scale. The same goes for surveys distributed from unknown senders, which typically yield the lowest level of responses.
According to SurveyMonkey, surveys where the sender has no prior relationship have response rates of 20% to 30% on the high end.
Whatever numbers you do get, keep making those efforts to bring response rates up. That way, you have a better chance of increasing your survey completion rate. How, you ask?
Tips to Increase Survey Completion
If you want to boost survey completions among your customers, try the following tips.
1. Keep your survey brief.
We shouldn’t cram lots of questions into one survey, even if it’s tempting. Sure, it’d be nice to have more data points, but random people will probably not hunker down for 100 questions when we catch them during their half-hour lunch break.
Keep it short. Pare it down in any way you can.
Survey completion rate versus number of questions is a correlative relationship — the more questions you ask, the fewer people will answer them all. If you have the budget to pay the respondents, it’s a different story — to a degree.
“If you’re paying for survey responses, you’re more likely to get completions of a decently-sized survey. You’ll just want to avoid survey lengths that might tire, confuse, or frustrate the user. You’ll want to aim for quality over quantity,” says Pamela Bump, Head of Content Growth at HubSpot.
2. Give your customers an incentive.
For instance, if they’re cats, you could give them a glass of water with a fish inside.
Offer incentives that make sense for your target audience. If they feel like they are being rewarded for giving their time, they will have more motivation to complete the survey.
This can even accomplish two things at once — if you offer promo codes, discounts on products, or free shipping, it encourages them to shop with you again.
3. Keep it smooth and easy.
Keep your survey easy to read. Simplifying your questions has at least two benefits: People will understand the question better and give you the information you need, and people won’t get confused or frustrated and just leave the survey.
4. Know your customers and how to meet them where they are.
Here’s an anecdote about understanding your customers and learning how best to meet them where they are.
Early on in her role, Pamela Bump, HubSpot’s Head of Content Growth, conducted a survey of HubSpot Blog readers to learn more about their expertise levels, interests, challenges, and opportunities. Once published, she shared the survey with the blog’s email subscribers and a top reader list she had developed, aiming to receive 150+ responses.
“When the 20-question survey was getting a low response rate, I realized that blog readers were on the blog to read — not to give feedback. I removed questions that wouldn’t serve actionable insights. When I reshared a shorter, 10-question survey, it passed 200 responses in one week,” Bump shares.
Tip 5. Gamify your survey.
Make it fun! Brands have started turning surveys into eye candy with entertaining interfaces so they’re enjoyable to interact with.
Your respondents could unlock micro incentives as they answer more questions. You can word your questions in a fun and exciting way so it feels more like a BuzzFeed quiz. Someone saw the opportunity to make surveys into entertainment, and your imagination — well, and your budget — is the limit!
Your Turn to Boost Survey Completion Rates
Now, it’s time to start surveying. Remember to keep your user at the heart of the experience. Value your respondents’ time, and they’re more likely to give you compelling information. Creating short, fun-to-take surveys can also boost your completion rates.
Editor’s note: This post was originally published in December 2010 and has been updated for comprehensiveness.
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