SMS Surveys
Improve the customer experience, customer satisfaction, and get timely feedback using SMS surveys.
For most (if not all) businesses, it’s important to know whether your customers are happy. Not only are happy customers more likely to purchase from you again and spend more, but they may even influence other people to seek you out.
So, how do you know if they’re happy?
SMS feedback surveys are one of the most effective and measurable ways to improve customer satisfaction. Text messages have an average open rate as high as 98%, far exceeding the open rate of emails which are often ignored or shuffled into the spam folder.
Discover the possibilities with Esendex’s industry-leading SMS survey software. We make it possible to gather client, staff, and customer feedback instantly.
“The experience with the Esendex team was second to none, and the swiftness of implementation was fantastic.”
ARRON ALDERSON – SYSTEMS SUPPORT MANAGER – VAILLANT
Trusted by industry leaders to deliver world class mobile messaging solutions & collect feedback with SMS surveys
Set-up and send SMS surveys to target users on the move
Connect with people on their phones – anytime and anywhere. Our powerful SMS survey tool is designed to fit with your existing workflows and processes, allowing you to schedule SMS surveys efficiently, personalise your content, and collect SMS survey analytics at scale.
Cost-effective, interactive SMS surveys deliver higher response rates and better engagement than email or manual surveys.
Build linear and branched pulse or ad-hoc surveys so you ask the questions that count. Discover the possibilities with Esendex.
Customisable linear or branched surveys
Ask a series of chronological questions or ask specific questions based on customer interactions with your text surveys. Customise your survey with YES/NO, NPS, and free-type answers to gain more valuable insights.
Personalised content
Engaging surveys get the best response rates. Our SMS survey tools allow you to automate and personalise surveys based on recipient data. Send SMS surveys tailored to your customers’ past purchase or service history for valuable feedback and an increased response rate.
Triggered surveys
Create a survey flow to contact your customers at the right time. Set up personalised surveys and relevant survey questions based on common actions, like interacting with other marketing tools or campaigns, completing an order, or following a support call. This can help collect feedback fast, allow your team to rapidly resolve issues, and improve the overall customer experience.
Real-time reporting
Gain full visibility of your SMS campaign and analyse responses in real-time as staff or customers respond to surveys.
See Esendex in action
Discover the full power of our mobile phone messaging platform. Request a demo from our expert solutions team now.
Popular SMS survey use cases
Drive loyalty with customer satisfaction surveys
Measuring customer satisfaction is essential to long-term loyalty. Acquiring new business can cost five times more than retaining an existing customer, and increasing custom retention by just 5% can increase profits by 25-95%. Gather customer feedback and gain valuable insights into your customers’ preferences and behaviours by sending short surveys via SMS. Studies show that text messages have a 209% better response rate than any other channel for surveys. Our SMS survey solution provides a seamless way to send surveys directly to your audience via text message. Whether you’re looking to gather insights after a purchase or assess customer satisfaction, our platform makes it simple to collect feedback in real time.
Determine product viability with research surveys
Building up enough representative data used to require a large sample size and extensive resources. SMS Surveys break this mould thanks to significantly higher response rates and cost-effective transmission. You can collect feedback and get real-time information on what makes your target market tick without the need for external agencies or expensive and far less effective mail or telephone campaigns. SMS surveys can gather both positive and negative feedback and qualitative and quantitative data, providing a comprehensive view of customer opinions.
Data cleansing
Your communications are only as good as the database you’re using. Many businesses struggle with out-of-date or inaccurate customer data. SMS Surveys are an easy and cost-effective way to ensure your data is always up-to-date. SMS is less intrusive than a phone call and means that customers can respond at a time that suits them. Staying on top of your customer’s personal details, preferences and requirements has never been easier!
Improve employee wellbeing
SMS surveys effectively engage employees, providing fast feedback and fostering better communication. The SMS survey response rate from employees is often much higher than traditional paper or email surveys, thanks to the easy usability and low barrier to entry of SMS messages. Staff surveys can boost morale, open fresh lines of communication, and support new ideas to help improve business. They’re a hugely effective early warning system, identifying problems or concerns across an organisation so you can quickly put measures in place to rectify them. With an Esendex SMS survey, you get a holistic and central view of responses, making data analysis and insight gathering quick and easy to do.
Ensure the success of your next big event
SMS Surveys are an effective way for businesses to manage attendee preferences ahead of big events, from sending SMS invitations to gathering attendee preferences and more. By sending a series of simple text messages, you can confirm attendance and contact details, secure menu choices and arrange for any special access requirements for attendees. You can easily store and share response data to ensure all stakeholders are well informed and your event runs smoothly.
SMS surveys and the mobile journey
Alongside the added convenience and speed of utilising SMS Surveys, our Mobile Journey solution empowers businesses to create completely customisable, branded solutions for collecting data and feedback. By removing the distractions of traditional websites, Mobile Journeys boast higher conversion rates and can be triggered across multiple channels including SMS and email. Enabling our clients to engage their ideal audience across all types of questions, businesses can use buttons, sliders and free type text fields to collect data in an intuitive and non-intrusive way.
“We feel very supported along the way and I can’t stress how happy we are with the service Esendex provided. We will for sure use Esendex again when we have another project that fits”
GARETH HETA – DATA ANALYST, RESEARCH FIRST
See Esendex in action
Discover the full power of our mobile messaging platform. Request a demo from our expert solutions team now.
Explore our product suite
Rich Messaging
Create branded and rich multimedia messaging that’s sure to attract attention.
Mobile Journeys
Put power firmly in the hands of your customers or staff and increase customer conversions.
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Increase your business return and maximise the power of our solutions by talking to our team today.
WhatsApp Business Platform
Support real-time, interactive customer care conversations, marketing, alerts and more.
Discover more SMS content
Blog post
Future-proof your SME: 3 top tips, including the power of SMS surveys
Our top tips to maximise engagement, performance and of course profits for small and medium-sized businesses (SME) everywhere.
eBook
SMS surveys with Esendex
Find out what you need to know before building your first SMS Survey
Case Study
Vaillant Group
Communicating effectively with customers and engineers has proved essential. Using SMS has helped to improve their efficiency and save costs.
FAQs about SMS surveys
How do SMS surveys differ from standard text messages?
An SMS survey campaign is designed to automatically send the second question after the first has been answered. The second question can vary depending on the answer to the first question, so if someone responds negatively, you can dig deeper to find out why. Plus, while you can see and respond to each survey response individually, we also have a dashboard that presents graphs of your combined results (we’ll talk a little more about this later).
What types of SMS surveys can I create?
Linear surveys ask the recipient a series of questions. The questions are asked in order until the survey is completed. Every recipient receives the same questions. The benefit of linear surveys is that they provide very focused results. For example, every recipient will be asked, How likely are you to recommend us to a friend? Please reply from 0 (very unlikely) to 10 (very likely). This gives you a high-level view of your average customer satisfaction rate.
Branched surveys work a little more intelligently than linear ones so that recipients can follow different paths through the survey. For example, if you asked “Which do you prefer, tea or coffee?”, and a reply of “tea” was given, then the next question could be about tea. Branched surveys let you dig deeper into the individual customer’s experience with your company.
You may not get the same insight into your average performance with a linear survey, but they will help you better understand why some customers are very satisfied, and some are not at all.
What happens after I send surveys with Esendex?
Data received from text message surveys can be viewed within Esendex’s dashboard, which displays live updates on survey results. You can also review individual responses, produce detailed reports to download, and more. Not only is it exciting to see the data coming in, but it can also be shared in real-time to give your sales and support team even more information to work with.
Elevate your customer experience and future campaigns with Esendex
Enhancing customer satisfaction and feedback will always remain a key element for any campaign’s success. Esendex has worked with over 45,000 clients across Australia and worldwide, delivering tailored communications solutions to support their KPIs. Aligned with your business strategy, SMS Surveys and Mobile Journeys are just one of the many proven ways we can help you level up your processes.
Empowering you to run your business more efficiently, with a customer-centric approach, our local team can partner with you to create customised surveys for your specific industry and niche requirements. To learn more about our mobile-led solutions, simply contact us on 1300 764 946 or email [email protected] to get started.
See Esendex in action
Discover the full power of our mobile messaging platform.
Request a demo from our expert solutions team now.