SMS Surveys Are No Small Business

SMS surveys can increase customer satisfaction by giving your customers the opportunity to make it clear what they want from you. You can then use this feedback in your business to make improvements based on better understanding your customers’ needs.

SMS surveys are also effective because they put your business quite literally at your customers’ fingertips. It’s easy to scroll past a Facebook post or Tweet; an SMS message is significantly more attention-grabbing.

An effective SMS campaign relies on stringent planning. This starts with knowing what your end goal is. What information do you want to gather from your customers? Define what it is you need to know, for example, which of your products customers prefer, or changes they would like to see you make to a specific service. Get clear on who you are talking to, and when. Your questions might not be relevant to your entire customer base, so consider segmenting it. Think about the lifestyle of your target audience; if you send your messages when they are likely to be at work, for example, you’re less likely to get a response.

Most businesses choose to use a bulk SMS service provider, who will give them the software they need to send multiple text messages at once. These can typically be used with a mobile handset or with a computer. You’ll also need to schedule in time for researching your customer base, planning your survey, and putting together effective questions. Finally, don’t forget to factor in time for receiving and collating responses and sifting through them to yield answers.

There are many bulk SMS service providers out there. Rates tend to run anywhere from $49 – $149 monthly, depending on functionality and number of messages. Some services require you to commit to a monthly plan, while others let you buy credits that you use at your own pace. Here are some other questions to ask when choosing your bulk SMS provider:

• Do they offer functionality such as setting up messages to be sent at a later time? This will make it easier to target your audience;
• What exactly are you paying for? Be aware of hidden fees, minimum purchases, and credits that expire after a certain amount of time. It’s important to know up front how much you will need to pay, and what you will get in return;
• Does an easy opt-out option come as standard? By law you must give your customers an easy way to opt out of any SMS survey campaign;
• What is their uptime record? You need to know that their service is reliable and has good back up procedures in place;
• Do they provide delivery reports? You’ll need to know if your messages have been received and opened;
• Do they offer good network coverage? It’s important that you can reach customers on all major cell phone networks.

An SMS survey campaign is a powerful tool for learning more about your customers’ wants and needs. With careful planning you can benefit from helpful insights which you can use to increase customer satisfaction.