{"id":16309,"date":"2022-03-04T00:02:00","date_gmt":"2022-03-03T13:02:00","guid":{"rendered":"https:\/\/messagemedia.com\/au\/?post_type=blog&amp;p=16309"},"modified":"2022-03-04T00:02:00","modified_gmt":"2022-03-03T13:02:00","slug":"examples-sms-feedback-surveys","status":"publish","type":"blog","link":"https:\/\/messagemedia.com\/au\/blog\/examples-sms-feedback-surveys\/","title":{"rendered":"5 examples of SMS feedback surveys"},"content":{"rendered":"\n<p>Do you know what your customers really think of you and your business? When was the last time you gave them the chance to give you a big thumbs up or, flip side, some constructive criticism?<\/p>\n\n\n\n<p>Collecting feedback from customers is key to improving customer satisfaction. You can also use feedback as social proof, to help you win new business \u2013 <a href=\"https:\/\/www.brightlocal.com\/research\/local-consumer-review-survey\/\" target=\"_blank\" rel=\"noreferrer noopener\">77% of consumers<\/a> \u2018always\u2019 or \u2018regularly\u2019 read online reviews before buying.<\/p>\n\n\n\n<p>Question is, what\u2019s the best way to go about it?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Fast and simple, SMS is your ticket to survey success<\/h2>\n\n\n\n<p>As email inboxes explode with clutter and open rates continue to dwindle \u2013 <a href=\"https:\/\/www.mailpoet.com\/blog\/email-open-rate-benchmarks-data-from-5-sources-and-how-to-improve-yours\/\" target=\"_blank\" rel=\"noreferrer noopener\">hovering at around 20%<\/a> across the major email platforms \u2013 email surveys are not the answer you\u2019re looking for.<\/p>\n\n\n\n<p>To help you cut through the noise and get a fast response, SMS messages are the way forward.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>At only <a href=\"\/au\/blog\/how-many-characters-in-a-text-message\/\">160 characters<\/a>, text messages are short and sweet<\/li><li>Text messages have a <a href=\"https:\/\/techjury.net\/blog\/sms-marketing-statistics\/#gref\" target=\"_blank\" rel=\"noreferrer noopener\">98% open rate<\/a><\/li><li>SMS is a cost-effective channel<\/li><li><a href=\"\/au\/ebooks\/getting-the-message-consumer-attitudes-to-business-sms\/\">76% of customers prefer text<\/a> over other communication channels<\/li><\/ul>\n\n\n\n<p class=\"has-light-green-cyan-background-color has-background\">The channel with the highest response rate turns out to be an SMS text code, with a <a href=\"https:\/\/outcry.io\/2019\/08\/05\/customer-feedback-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">response rate of around 40%<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Get your best SMS survey response rate with these top tips<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">1. Offer an incentive<\/h3>\n\n\n\n<p>To entice more people to respond, add a \u2018sweetener\u2019 \u2013 like a small reward or the chance to win a larger prize.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Send at the \u2018happiest moment\u2019<\/h3>\n\n\n\n<p>In our <a href=\"https:\/\/messagemedia.com\/au\/blog\/ecommerce-holiday-marketing-calendar\/\">consumer trust webinar<\/a>, online reviews expert Tom Goodwin gave some great advice. Send SMS survey questions in your customers\u2019 happiest moments. Like, when they come home to a spotless house after paying for a cleaning service.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Brand your request<\/h3>\n\n\n\n<p>Use a <a href=\"\/au\/features\/dedicated-virtual-numbers\/\">dedicated mobile phone number<\/a> for all your SMS messages, so your customers can see that your survey request is part of a thread from your business. If they know it\u2019s you, you\u2019ll get higher response rates.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. Automate your response<\/h3>\n\n\n\n<p>Send an immediate thank-you or follow-up question when a customer responds. And don\u2019t rely on humans to do this \u2013 your customers could respond at any time! Use <a href=\"\/au\/features\/automated-sms\/\">automated responses<\/a> instead.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">5 templates to get you started with SMS feedback surveys<\/h2>\n\n\n\n<p>Simplicity is key with SMS. When you\u2019re asking for feedback in 160 characters or less, you need to get straight to the point. To help you get started, we\u2019ve created templates for common types of text surveys for you to use.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Product feedback<\/h3>\n\n\n\n<p>You could think laterally here \u2013 instead of just the standard, \u2018on a scale of 1 to 10\u2019 type question, consider asking how often they\u2019re using the product. Here\u2019s an example.<\/p>\n\n\n\n<p class=\"has-pale-cyan-blue-background-color has-background\">Hi #FirstName#, hope you&#8217;re loving your #PRODUCT#. We&#8217;d love to know how often you&#8217;re using it.<br>1- Always<br>2- Sometimes<br>3- Rarely<br>4- Never<br>Thanks, #COMPANY#<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Service feedback<\/h3>\n\n\n\n<p><a href=\"https:\/\/www.vonage.com\/business\/perspectives\/the-multibillion-dollar-cost-of-poor-customer-service-infographic\/\" target=\"_blank\" rel=\"noreferrer noopener\">58% of customers will stop using a service if they have one bad experience<\/a>. Putting together SMS-driven If yours is a service-based business, creating an SMS-driven satisfaction survey will help you continually improve the customer experience. It gives you the chance to listen to the voice of the customer, and respond.<\/p>\n\n\n\n<p class=\"has-pale-cyan-blue-background-color has-background\">Hi #FirstName#, how was your #SERVICE# experience with #REP1#? To help us make it even better next time, please leave a review here: [URL] Thanks!<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Delivery feedback<\/h3>\n\n\n\n<p>In eCommerce, the delivery experience is all part of the service and it pays to know what your customers think. In this example, we\u2019ve created a <a href=\"\/au\/blog\/hubspot-sms-workflows\/\">workflow path<\/a> for customers who rate you at 5 out of 10 or less \u2013 so you can better understand what went wrong.<\/p>\n\n\n\n<p class=\"has-pale-cyan-blue-background-color has-background\">Hi #FirstName#, we hope you love your new #PRODUCT#. How was the delivery experience? Please rate on a scale of 1-10.<\/p>\n\n\n\n<p class=\"has-pale-cyan-blue-background-color has-background\">#FirstName#, we\u2019re sorry it wasn\u2019t up to scratch. In a few simple words, can you tell us what went wrong?<\/p>\n\n\n\n<p class=\"has-pale-cyan-blue-background-color has-background\">#FirstName#, thank you. We\u2019ll be using your feedback to help us improve our delivery service.<\/p>\n\n\n\n<p>Grab more ready-to-use SMS templates for eCommerce <a href=\"https:\/\/messagemedia.com\/au\/sms-templates\/ecommerce-text-messages\/\">here<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. Event feedback<\/h3>\n\n\n\n<p>To help you make your next event even better, ask your most recent attendees about their experience. Even better, ask why they wanted to attend, so you can work on giving them more of what they want next time.<\/p>\n\n\n\n<p class=\"has-pale-cyan-blue-background-color has-background\">Hi #FirstName#, we would love to know why you chose to attend #CONFERENCE#! Complete this 2-min survey to go in the draw to win a $100 gift voucher: [URL]\n\n\n\n<h3 class=\"wp-block-heading\">5. Support feedback<\/h3>\n\n\n\n<p><a href=\"https:\/\/gatherup.com\/blog\/big-surveys-big-mistake\/\" target=\"_blank\" rel=\"noreferrer noopener\">75% of customers answer 1 to 5 questions<\/a>. When collecting support feedback, keep your surveys short and use SMS automation to space out the questions. In this example, the workflow presumes you\u2019ve got a happy customer. You\u2019d need to customise the responses for negative feedback.<\/p>\n\n\n\n<p class=\"has-pale-cyan-blue-background-color has-background\">Hi #FirstName# we\u2019d like to ask you 3 questions about your recent service experience with #REP# on #DATE#. Reply Y, N or STOP to opt-out.<\/p>\n\n\n\n<p class=\"has-pale-cyan-blue-background-color has-background\">Thanks, #FirstName#! Did the support you receive solve your problem? Please reply Y or N.<\/p>\n\n\n\n<p class=\"has-pale-cyan-blue-background-color has-background\">Glad to hear it, #FirstName#! From 1-5, how likely is it that you will recommend our support service to friends and family?<\/p>\n\n\n\n<p class=\"has-pale-cyan-blue-background-color has-background\">Great! Please let us know what else we can do to improve our support experience.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Final thoughts and further reading<\/h2>\n\n\n\n<p><a href=\"\/au\/use-cases\/sms-for-feedback-and-surveys\/\">SMS feedback surveys<\/a> make your life easier, and that of your customers. You can get started now with a <a href=\"https:\/\/hub.messagemedia.com\/register\" target=\"_blank\" rel=\"noreferrer noopener\">Message Media free trial<\/a>.<\/p>\n\n\n\n<p>To learn more about sending great text messages, read these articles:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><a href=\"\/au\/blog\/gain-customer-trust-confidence-text-messages\/\">How to gain customer trust with text messaging<\/a><\/li><li><a href=\"\/au\/blog\/sms-customer-engagement\/\">5 SMS fundamentals to help you master customer engagement<\/a><\/li><li><a href=\"\/au\/blog\/8-golden-rules-how-to-write-sms-marketing-copy\/\">8 rules for writing text messages that connect<\/a><\/li><\/ul>\n","protected":false},"author":2,"featured_media":23902,"menu_order":79,"template":"page-blog-v2.php","meta":{"_acf_changed":false,"popular":false,"coming_soon":false,"link":"","footnotes":""},"blog_category":[42],"class_list":["post-16309","blog","type-blog","status-publish","has-post-thumbnail","hentry","blog_category-templates-examples"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>5 Examples of SMS Feedback Surveys | MessageMedia Australia<\/title>\n<meta name=\"description\" content=\"Sending your customers SMS feedback surveys will help you keep lines of communication open. 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