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Why SMS Survey Is the New Customer Service Standard for Business

Posted by Nicholas You on Apr 25, 2016

SMS Survey is the New Customer Service StandardCopyright: wavebreakmediamicro / 123RF Stock Photo
Excellent customer service is a hallmark of successful businesses. In a competitive marketplace, understanding what customers want and how they think about the products or services you provide is essential. Through the use of surveys, you can gain valuable knowledge from your customer base, allowing you to improve in areas where customers identify weaknesses. When you want to reach customers and get their feedback, business SMS survey software is going to give you the platform you need to.

Know What Your Customers Want

Excellent customer service is essential in a competitive market. Part of providing excellent customer service is understanding what your customers want and what they think about their experience with your business. To get feedback from your customers, surveys provide you with an easy way to reach customers. It's easy for you and your customers to use business SMS surveys in order gather the feedback you want.

Traditional Ways of Gathering Customer Feedback

In the past, it was harder to gather customer feedback. Traditional methods used to survey customers include phone calls, direct mail and emails. Each of these methods have their benefits, but there are plenty of drawbacks to these methods as well. With caller ID well established for most people, it is rare for a previous customer to pick up the phone and take time out of their day to complete a survey. Emails and direct mailings are both easy to ignore, and in fact direct mail requires the customer to prepare the survey and send it back out to you. These two methods rarely result in meaningful answers to what your customers are looking for.

SMS Surveys are the New Way to Gather Customer Feedback

With so many customers relying on their mobile devices everywhere they go, using SMS surveys is the best way to reach your customers. With the ease in which a customer can answer a survey using their mobile device, you are more likely to receive valuable feedback from your customers. A 2012 study done by CFI Group showed that texting was the number one form of communication preferred by customers, above both direct calls and emails. 65% of marketers have stated that SMS texting is very effective. With 80% of the population using their mobile devices on a consistent basis, this is the best way to reach customers.

SMS Surveys are Opened by Customers

Most people read a received text message within 3 minutes of receiving the message. This means that your customers will see a feedback survey a few minutes after you send it. SMS surveys have a high open and response rate, making SMS surveys an essential tool for valuating customer experiences. Customers respond to SMS surveys 45% of the time, which is much higher than the 6% response rate for emails. Customers are also 5 times more likely to open and respond to a SMS survey than they are to an email asking the same questions.

When you want great results, research has shown that on average 31% of consumers will respond to a survey via SMS, with an average response time of just over five minutes. This means that you will get your results fast, and you will be able to change your practices based on the feedback that you receive. SMS surveys can be used to send bulk or individual SMS survey questions. You can capture all types of responses, and you can automatically send another request to those customers that didn't respond to your initial inquiry.

SMS surveys also allow your business to branch questions into multiple directions based on responses received, and monitor your results to change your strategy when needed. Data regarding customer names and emails will be collected automatically through the survey process, making your database of customers as current as possible.

When you need a solution for your business that focuses on real time feedback from your customers, using SMS surveys is the key to getting the job done. With more and more people relying on their mobile devices, you will get the feedback you want so that you can change your business practices to meet the needs of your customers. SMS surveys are an important tool that allows you to ask your customers just about anything, and receive results within minutes of sending out the survey.

In order to be competitive in today's marketplace, you need to know what your customers are thinking. SMS surveys will give you the edge you need.


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