Sending SMS Customer Satisfaction Surveys: 6 Tips To Improve Response Rates
Customer feedback is crucial if you want to learn how to improve your business. One of the most effective tools for collecting customer feedback is business SMS (text) messaging. SMS boasts a higher response rate than email, plus 76% of customers prefer texting over any other form of communication. SMS customer satisfaction surveys are fast and convenient for you to create and for your customers to engage with, but there are some best practices to follow if you want to improve your response rates and the customer experience.
6 Tips To Improve Response Rates
Here are some tips for how to fully take advantage of SMS customer satisfaction surveys and improve your response rates.
Use SMS Keywords
An SMS keyword is a short word or phrase that your customers can text to your phone number to join your campaign. Keywords are an easy way to collect customer phone numbers without making them fill out a form. You can add your keyword to the bottom of receipts, confirmation emails, and in-store signage to encourage customers to share their thoughts. Plus, SMS keywords are a great way to get customers to legally opt-in to receive your text messages, a crucial step in any SMS marketing campaign.
Provide an Incentive
For some customers, getting to share their thoughts and opinions is its own reward. However, most of them will need some sort of incentive to convince them to text you. For example, you could offer a 15% discount on their next purchase or the chance to enter and win a prize.
Choose Your Moment
You’ll get the best feedback if you request it at the right moment in the customer journey. Think about when your customer will be at their happiest—when they open up their package or view the final product of a service, for example. That’s when you should ask for feedback, whether it’s verbally at the register or printed on a card.
Stay Within SMS
Many customers are wary of phishing and spam attempts, so they’re less likely to click a link to an external survey site. You should try to keep all your survey questions within an SMS conversation to increase the likelihood of customer engagement. Asking your questions within the native SMS app also makes your survey feel more like a personal chat and less like a business transaction, so you’re more likely to get honest feedback.
Automate Responses and Follow-Up
You can’t respond to every survey you receive which is why most SMS survey services include text message autoresponders that you can customize with your branding. You can even create workflows that are triggered by certain responses (e.g., a very low rating) to ask follow-up questions or provide additional support.
Keep It Simple
People love SMS because it’s fast and short, so don’t over-complicate your SMS customer satisfaction survey with too many questions. You should also avoid open-ended questions that require lengthy responses since many customers will give up if they need to type too much.
Examples of Effective SMS Customer Satisfaction Surveys
You may be wondering how and when you should ask for customer feedback to get the most useful information. Here are examples of SMS customer satisfaction surveys that can help you improve your business.
Feedback on a Service
Does your business provide a service rather than a tangible product? You should ask your customers if that service met their expectations. Were your staff professional and friendly? Was the service completed on time? These questions will provide actionable feedback for you to improve the customer experience.
Feedback After an Event
If you regularly host events and want to improve attendance or if you’re hoping to increase your conversion rates, SMS surveys can help. To incentivize attendees to respond, you can offer extra raffle tickets or a discount on your next event.
Feedback on a Product
Why do your customers prefer one product over another? Did the product your customers received meet the expectations set by your e-commerce site? Would they recommend that product to their friends? These are all common customer feedback questions that can help you improve your products.
Using the Right SMS Customer Satisfaction Survey Tools
To create an effective SMS customer satisfaction survey campaign, you need a business text messaging platform that supports your goals. For example, you should look for a 100% SMS-based survey tool, like with NorthText, that doesn’t make you link out to an external website. With the NorthText SMS survey platform, you also get unlimited SMS keywords and autoresponders, so you can create as many SMS customer satisfaction surveys as you want and customize all your workflows. Plus, you can access these innovative SMS customer satisfaction survey tools at a pricing plan that fits your budget.