Customer feedback is key, but businesses and organizations have long sought for a way to get reliable feedback. Luckily there is a new and powerful solution to conducting surveys: texting! But why texting? Because 98% of text messages get read, compared to just 22% of emails. That means that SMS surveys can get as many as 5 times more responses from your customers. In this blog, we will cover why you should use SMS surveys to get actionable feedback from your customers.
SMS Surveys Get Results
Aside from the fact that 5 times more text surveys get seen than email, there are a bevy of other reasons why they get results. They are quick and easy which means they can be filled out on a customer’s phone on their own time, like while they are waiting in line at the supermarket or commuting by train. And there is no reason why you can't offer incentives to customers who complete surveys. With SMS surveys you can promote a coupon when a customer finishes their survey, leading to both a higher completion percentage of your surveys as well as a chance at repeat business.
SMS Surveys Are Fast
One of the biggest downsides to paper surveys sent in the mail is if a customer does want to fill it out it could be weeks before they get to it and mail it back. Email surveys can also sit for a long time unread, if it is ever read at all. SMS surveys are nearly instantly sent to customers, and on average 90% of SMS messages are read within 3 minutes, meaning if you are trying to get feedback for an upcoming sale or something like a store launch, you can get actionable feedback in days and hours instead of weeks.
SMS Surveys Get Better Feedback
Email surveys can either go straight to a spam folder or just never open, but SMS surveys are guaranteed to get you better feedback because customers had to opt into your messaging campaigns in the first place, meaning they are more likely to be engaged. Also, SMS surveys are more likely to be answered by young people, meaning if you are targeting a key demo like 18-35 then you are more likely to get feedback in front of the audience you most likely care a lot about. Lastly, SMS surveys don't mean you have to abandon other survey methods, they just mean you can cast a wider net, leading to a great multi-faceted and multi-channel communication strategy.
SMS Surveys Can Branch
While this functionality is only available from Trumpia, SMS surveys can also branch based on how your customer or contact responds. That means, for example, if you are a sporting goods store and want to send a customer a survey asking them what their favorite sport is, Trumpia can capture their responses and branch them down the corresponding survey trees. So if a customer is interested in golf, we can ask them what brands they like and automatically send them a coupon based on how they answer. That leads to much higher engagement and even higher redemption rates for things like coupons or other promotional content.
Are you a business looking to get more feedback with SMS surveys? Click here to talk to a Trumpia expert today!
