SMS Surveys Are The Solution to Customer SatisfactionJason Siddall
Customer surveys have always been a vital part of good business practice. If you haven’t yet tapped into this area of customer service, then you’ll be thrilled to know that it’s now easier than ever to gain valuable insight through SMS surveys.
Your first question will probably be, why should I get involved in customer surveys anyway?
Why Conduct Customer Surveys?
You must agree that we live in a time where instant messaging, email and hangouts making face-to-face engagement a rare thing indeed. Perhaps it’s just an easier and faster way of communicating without having to concern ourselves with the niceties expected with interpersonal contact … whatever the reason, more people are more inclined to drop a message than pick up the phone.
If this is the case, then in order to gain any insight from our customers we need to meet them where they are and make this process as simple and streamlined as possible.
Customer surveys offer beneficial information in the form of:
- How your brand is perceived
- Thoughts on your product or service
- What problems or difficulties the customer has experienced
- Buying behaviour
- What language and channels your ideal audience uses
- Understanding what matters most to your customers
It’s clear that having accurate and timely information such as this is the key to building customer loyalty and getting the jump on your competitors.
Why SMS Surveys?
Ah, so this is the fun part.
There are 4 very good reasons to use SMS as a vehicle for customer surveys, each one adding a notch in the efficacy of your communication.
How many times have you had a call from someone who asked for just 5 minutes of your time for a market survey? Honestly, who has time for that? Inevitably we’re in the middle of a meeting or sitting in the doctors’ rooms and it’s not convenient to talk.
SMS surveys, however, can be completed at the customer’s discretion, and considering the average person looks at their cell phone for than 1500 times per week that gives them plenty of opportunity. Stats have shown that SMS offers a staggering 98 percent open rate which gives your short, sweet and engaging survey a very good chance of completion.
Yes, knowledge is power – which is why we love surveys! But it has always come at a significant cost. Employing the services of a market research company has generally been a time-consuming and expensive venture.
Bulk SMS – not so much.
Costing just a few cents per message, SMS surveys offer a cheap and effective way to contact everyone on their list.
The funny thing about conducting a survey over SMS is that the responses are generally more honest. With another human asking us questions – even if they’re not terribly personal – we can (and do!) smudge the truth to make ourselves look better, smarter, wealthier etc.
Answering short and direct questions via SMS will tell you what your customers really think.
Once you’ve decided on the SMS campaign that you want to run, setting it up using intuitive SMS software is a cinch.
Your bespoke survey will focus on what’s important to your business, how you want to be perceived, and what information is most valuable to you.
You can set up a simple Q&A which enables your customer to reply within the SMS or send your audience to a web page which can be a little prettier and encourage them to rate your service, comment on products or leave a review on a store or team member.
From then, it’s all about gathering the data and putting it to work.
SMS Surveys With Cellfind
It’s no secret that Cellfind has several excellent options when you need a bulk mobile solution.
From a small home industry selling organic vegetables, to banking and finance giants – the humble SMS is simply the best way to get into your customers’ head and understand them better.
Our team have all the answers to your questions on SMS surveys, and we’re waiting for your call.