One of the best ways a business can improve and satisfy customers is by asking for feedback. SMS surveys can help you understand what you are doing right and what you can improve to better the customer experience. And what better way to get your surveys out than by SMS, the easiest, fastest, and most effective way of contacting customers. Here are a few tips from us at Text Global to help you receive feedback via SMS text messages.
Craft the perfect feedback survey
To start receiving feedback, you must first create the perfect survey. For this, you may need to do some research on your target audience, survey formats, and potential questions. Think of the information you really want to hear from your customers. If you have been trying a new website format, rebranding, new product/service styles, now is the time to find out how your customers feel about it. We recommend using multiple choice questions with answer options, as well as open questions where customers can write out their own thoughts, questions, and concerns. If a customer clicks on a questionnaire and sees that it’s multiple pages long, the chances of them clicking out are very high. So, to get the most results, keep your survey short and avoid unnecessary questions.
Delivering your SMS survey
Now that you have created your HTML rich survey form, it’s time to deliver it via SMS text. Simply use the Text Global Enterprise Platform to build a bulk SMS text campaign and include a trackable URL link within the message. When the recipient of SMS message clicks the URL link it’ll direct them to the survey! (just make sure the survey form is mobile optimised). Then sit back and watch the customer feedback come rolling in. Sending surveys via SMS text message opposed to email will achieve 5-10x the amount of responses.
Send your SMS surveys with good timing
Now that you have your perfect customer survey, it’s time to choose the perfect time to send them out. Even if your questionnaire has the best questions and is the best length, it won’t matter if you send them out at a bad time, when your customers will be too busy doing other things. Firstly, never send out your text messages during busy hours like 6 AM to 10 AM when people are waking up and getting to work. Sending a survey at rush hours, so from 6 PM-9 PM is also not a great idea. The ideal time to send a survey is sometime around lunch when people have a break to relax from work or in the evening when people are probably lounging at home. All this is assuming your customer demographic is middle-aged people who work. However, if your target audience is, for example, teens, you have to consider that they have school most of the day and won’t be able to get on their phones.
Do a little bit of research on the schedule of your customer demographic, optimize the timing, and send out your surveys!
Offer promotions, discounts, giveaways
Doing a survey requires time and effort, and many people will expect compensation for their efforts. You can use this to your advantage by offering a discount code or an exclusive sale to those who fully complete your questionnaire. This is a great way to receive feedback while also pushing inventory that you can’t seem to sell. Make sure to mention the offer in your SMS message along with a link to the questionnaire. If sending out so many individual SMS messages sounds daunting, we have some good news for you. Our Text Global Enterprise Platform is designed to help you out in this situation by sending out your text messages in bulk at the pre-set time. We also offer a variety of other tools for bettering your marketing campaigns and boosting sales.
If you are wondering just what your customers think about your business, surveys are the best option to understand their thoughts and concerns, and SMS messages are the best way to reach them. So start designing your survey, plan the SMS message body and sending time, and head over to our Enterprise Platform to get started!