b'USING BEHAVIOURAL INSIGHTS TO INCREASE SURVEY RESPONSE RATESTey Shou Ren, Mark Zhen Yang, Nicole Caitlin New, Tan Xuan Rong XavierIntroductionTo ensure confidentiality with our industry partner, the team will de-identify the organization in this project summary. This project was conducted in collaboration with a partner in the Meetings, Incentives, Conferences and Exhibitions (MICE) industry.Customer satisfaction feedback is a widely adopted measure to improve service excellence in many industries. Obtaining sufficient responses on these customer satisfaction surveys are crucial for the customer service oriented organisations. In this project, our industry partner, from the MICE industry, have reported challenges garnering adequate survey responses to their customer satisfaction surveys. Our industry partner, conducts two unique forms of customer satisfaction surveys. One version is administered for corporate events and another for weddings. The existing response rates for both events were considered low, with survey responses for corporate events at approximately 1% of total attendance, and weddings at approximately 4% of total attendance.The choice to attempt and complete a customer satisfaction survey is primarily a result of a customers decision-making processes. Kahneman (2011) proposed that humans make decisions based on two systems of thinking, System 1 and System 2, as shown below. Most of our daily decisions are governed by System 1 without our conscious awareness. The concept of Behavioural Insights (BI) stem from the prevailing understanding of how System 1 works, where the intent is nudge individuals towards making desired decisions. For example, BI is commonly used by policymakers to nudge citizens toward engaging in behaviors that are beneficial to individuals (i.e., reducing households use of electricity and water) or to reduce unnecessary costs to public agencies and individuals (i.e., nudging individuals to pay bills and fines on time to reduce penalties and overheads associated with late payments). Above (right) is a condensed and popular BI framework. Proposed solutions aimed to increase survey responses were based on the principles of this framework. MethodologyThe team had an initial meeting with key informants (survey designers, MICE representative, and banquet manager) to understand the current processes involved in survey administration. The team obtained survey data sets for Wedding and Corporate Satisfaction surveys (both questions and responses). Following that, the team conducted a focus group discussion (FGD) to understand current practices of obtaining survey responses. The team also conducted systematic naturalistic observations, by unobtrusively attending events to conduct first-hand observations of how surveys are administrated. All data, quantitative and qualitative, obtained above were analysed.7TH PSYCHOLOGY STUDIES 52STUDENT CONFERENCE 2021'