BACKGROUND: Researchers are often challenged to increase survey completion without overburdening respondents. Evaluating survey completion by touchpoint may provide guidance on the best number of touchpoints to use.

OBJECTIVES: To review survey completion by touchpoint across multiple direct-to-patient mailed survey studies.

METHODS: A total of 7,901 patients responded to 7 direct-to-patient, mailed surveys across a range of therapeutic areas. Surveys were fielded between 2016 and 2022. Patients were identified from the Optum Research Database (a large, national administrative claims database) using study-specific inclusion criteria and were invited to participate by mail. All studies included three touchpoints: initial mailed survey packet, reminder postcard (sent 2 weeks later), and second mailed survey packet to non-responders (sent 2 weeks later). Two studies utilized a fourth touchpoint (a third mailed survey packet) for select cohorts with limited sample size to increase response rates. Most studies utilized a post-paid $25 incentive. Insurance type, fielding year and study methodology were assessed for impact on response rate.

RESULTS: On average, respondents required 1.8 touchpoints and 25.5 days to return completed surveys. Among respondents, half of completed surveys (50.9%) were received following the first touchpoint, 19.3% following the second touchpoint and 29.8% following the third touchpoint. There was little difference in timing of receipt of completed surveys by insurance type. In studies that utilized four touchpoints, touchpoints three and four contributed 33.6% of received responses.

CONCLUSIONS: With nearly 30% of completed surveys occurring following a third touchpoint, data continues to support the use of up to three touchpoints for optimal response to direct-to-patient mailed surveys. In studies with a limited sample, a fourth touchpoint may be useful to increase response rates.