Text Message Surveys

The Leading SMS Survey System

What are Text Message Surveys?

Text message surveys are SMS messages sent to subscribers in order to get feedback on their experience with your organization, service, or product. Subscribers generally text a special mobile keyword, and are automatically sent a series of questions. As they respond, their answers are automatically collected into the user’s database.

With Trumpia’s text messaging surveys, businesses can do even more. For example, rather than a linear series of questions, you can ask different questions based on how the customer responds. You can also powerfully use the captured answers to target future messages, so you send relevant information based on their responses.

Why the Alternatives to Text Surveys Don’t Work

In the past, it was harder to gather customer feedback. Traditional methods used to survey customers include phone calls, direct mail and emails. Each of these methods have their benefits, but there are plenty of drawbacks as well. Unsolicited phone calls are annoying and can leave a bad impression of your organization. Emails and direct mailings are both easy to ignore, with direct mail requiring the customer to prepare the survey and send it back out to you. Direct mailing can also be extremely expensive compared to digital forms. These methods rarely result in meaningful answers to your questions and lead to fewer answered surveys.

Why You Need Text Surveys

Here are some statistics that show just how powerful surveys can be when combined with texting.

  • Text Messages Get Seen

    98% of text messages are read, compared to just 22% of emails. This means you have 5x the chance of a customer even seeing your survey in the first place.

  • Texting Is Quick

    90% of texts are opened within 3 minutes. This makes it the most effective way to get customer feedback quickly.

  • Texting Is Effective

    Text messages are responded to 7.5x higher more often and 60x quicker than emails. That means you will get a higher number of responses and in a shorter amount of time.

  • Texting Is Commonplace

    89% of consumers say they want to use text messaging to communicate with a business, but only 48% of businesses are equipped to do this.

  • Text Messages Are Engaging

    Text reminders and text messaging have an engagement rate that is up to eight times higher than are email.

Reasons Why SMS Surveys Are Compelling

Get To Know What Your Customers Want

Excellent customer service is essential to standing out over your competition. Part of providing excellent customer service is understanding what your customers want and what they think about their experience with your business. To get feedback from your customers, SMS survey tools provide you with an easy way to reach them where they are through the communication they are already using everyday.

SMS Surveys Get You Better Feedback

As opposed to an easily ignored email or a direct mail that goes directly in the recycle bin, text messages are convenient to fill out whenever someone has down time. With the ease in which a customer can answer a survey using their mobile device, you are more likely to receive valuable feedback from your customers.

SMS Surveys Actually Get Opened

When you want great results, research has shown that on average 31% of consumers will respond to a survey via SMS, with an average response time of just over five minutes. This means that you will get your results fast, and you will be able to change your practices based on the feedback that you receive. Texting can be used to send bulk or individual questions. You can capture all types of responses, and you can automatically send another request to those customers that didn’t respond to your initial inquiry.

How To Set Up An SMS Survey

The process for setting up your text message surveys is relatively easy and painless. From your SMS texting provider’s dashboard, you should be able to create and manage your surveys with just a few clicks.

  • 01Determine Your Survey’s Trigger

    The first step is to decide how someone can get this survey. This can include clicking a link in a message or texting a unique mobile keyword to your number.

    02Set Some Parameters

    Next, you’ll need to decide some information like how often a person is allowed to take your survey.

  • 03Create Your Questions

    Obviously the most important part of building a survey is determining what questions you want to ask. With Trumpia, you can ask 3 types of questions: yes/no, multiple choice, or open ended in which the contact is allowed to answer any way they wish.

    04Determine the Flow

    The last step is to decide what happens at certain junctions during the survey. For example, what to do if someone stops answering questions in the middle of the survey. With Trumpia, you can even send different messages based on how the contact responds. So for a multiple choice question for example, if they answer with the first choice, you may want to send them a different message than if they answered with the fourth choice.

SMS Survey Use Cases

In this section we want to cover how different types of businesses and organizations can use text message surveys to reach their customers and get better feedback. This will help businesses and organizations understand how Trumpia customers have effectively used text message surveys to better engage their customers and get an impressive ROI.

  • Recruiting - Get Better Information

    Surveys let you ask questions to see if candidates are a good fit and saves you time from scheduling interviews or reading resumes.

    • Surveys also allow you to poll current employees so you can learn about morale or get suggestions for improvement.
    • Send a text message survey when a candidate texts in your hiring keyword to learn more about them and their qualifications.
    • With Trumpia, you can even set it up so only those with the right qualifications get a link to apply for the job.

    Hotels - Boost Your Customer Reviews

    SMS surveys are the best way to learn about problems with your facilities before they get out of hand and end up on review sites.

    • Send text surveys with an incentive — like a free breakfast or complimentary valet service.
    • Use surveys to collect customer information like what season they like to visit your hotel, so you can send them targeted offers.
    • Sophisticated systems like Trumpia can even send those who said they had a good experience to leave a review on Yelp, while directing unsatisfied customers to contact a manager.
  • Real Estate - Find Interested Buyers

    With a simple survey you can learn what buyers are looking for so you only send them openings that fit.

    • Use surveys to quickly gain information from potential sellers so you can escalate them to the appropriate rep in their region or property type.
    • Surveys are quick and can be done after an open house to get feedback and learn what your customers think about the property.
    • Text message surveys allow you to poll existing clients so you can learn about how you can improve your process.

    Restaurants - Get Instant Feedback

    Good reviews are the lifeblood of a restaurant. SMS surveys are a great way to get feedback so you can improve your service.

    • Send text message surveys to gauge customer satisfaction with your staff and service.
    • Incentivize patrons to fill out SMS surveys by sending them a coupon once they’ve completed it.
    • Automatically send happy diners to leave a review.
  • Retail - Get Feedback

    Generate far more feedback from your customers so you can make sure your stores run smoothly and you are providing the best customer service possible.

    • Use text surveys to gauge feedback on new products to make sure they meet your standards.
    • Incentivize customers to answer your survey by offering them coupons upon completion.
    • Offer the ability to rate their interaction with a location’s staff so you can maintain high standards.