How about using SMS surveys and NPS measurement to get feedback from your customers?
There are many ways to reach your customers and different channels you can use. SMS can be the right channel to collect feedback. With this channel, you can calculate happiness rate and NPS and manage customer experiences.
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The golden rule when collecting feedback is to reach your customers in the right channel at the right time. Getting feedback at the moment of the customer experience or immediately after the experience will give you the most accurate results. With emoji surveys, you can offer your customers a colourful survey interface.
Customer records are often matched with a mobile phone number or email address. In order to make a customer-specific measurement and collect feedback, you can make a phone call, send an SMS or send an email in an omni-channel structure.
The best channel will vary depending on the customer base and the channel. The favourite communication channel of each generation varies. Have information about the communication preferences of generations X, Y, Z.
Personalised SMS survey
When sending SMS surveys, you need to include the survey link in the message. This survey link can be generic, in other words, the same for every customer, but in this case, you will not be able to track which of your customers has answered the survey. Since there is only one survey link, you cannot prevent duplicate participation. You can create a custom survey link for each customer and associate it with a record such as a shopping document, store, etc. Since there will be a single participation in personalised surveys, you will also prevent duplicate participation. You can get rid of unnecessary questions by creating a logical flow.
Integrate
You can integrate software for rule-based submissions that are automatically triggered after each transaction at customer touch points. Considering that all modern software now has API support, it is extremely easy to integrate between different software.
Participation rate
The most frequently asked question about SMS surveys is what the participation rate will be. You can achieve a high participation rate if you ensure that a user under a flood of messages notices your SMS and encourage them to participate in the survey. Participation in SMS surveys varies between 3% and 15%. You can send SMS and e-mail surveys together to increase participation. In this case, you should pay attention to prevent duplicate participation. Wiseback allows you to send SMS and e-mail surveys together.
What you need to pay attention to
It is useful to pay attention to the following issues when sending SMS surveys.
- Send with permission, add an option for SMS rejection
- Send SMS shortly after the experience.
- Send personalised sms link
- Do not use Turkish characters in SMS messages. Although GSM operators support Turkish characters, some phone models still have problems.
- Send with your own title. Make sure that the sender, in other words, the title of the SMS message is your brand.
- Give a gift / discount coupon as an incentive. This way you can easily increase the participation rate.
- If you are measuring NPS, send the NPS question to the same customer once in 3 months. NPS measurement will be healthy if it is done periodically for each customer. Be sure to read our article titled 6 most common mistakes in NPS measurement.
Start right now
Would you like to collect feedback from your customers with an SMS survey? Wiseback’s advanced survey creator, NPS measurement and ready-made templates allow you to manage employee experience through different channels such as web, e-mail, kiosk, sms, QR code, mobile application. With the unique URL creation feature, you can manually create custom survey links for your customers. If you want automatic sending with integration, contact us.
