Tuesday, 6 September 2016
Designing an SMS survey?
If you are in the process of designing a new SMS customer service survey, here are some useful tips.
- Ask 1 – 6 questions – For the best results, studies show that customers are most likely to submit responses to an SMS survey when the questions are kept simple and to a minimum. Ask between one and six questions.
- Use single or multi-choice questions – Asking your customers to rate their experience on a scale of 1 to 10 is very successful, as is asking simple multi-choice questions. Refrain from expecting clients to fill in a long, detailed response – the simpler the questions, the higher your chances of gaining meaningful data.
- Include a picture or voice message – Including photos, voice messages or short video clips is a great way to lend your survey an element of authority and professionalism. And it’s possible with SMS (if you know how). These additional details will increase the likelihood that your clients will complete your survey and walk away from the transaction with a positive overall feeling.