- Product
- SMS Surveys
Text Message Surveys
The Leading SMS Survey System
What are Text Message Surveys?
Text message surveys are sent to subscribers in order to gain valuable insight and feedback on their experience with your business or organization. Subscribers can either be sent a survey as part of a messaging campaign, or opt themselves in to answer a survey by texting in a mobile keyword. All of their answers are stored in your database so you can analyze and adapt based on their feedback.Trum·pia's Automated Workflows carry out complex SMS survey campaigns for you, with no coding required. You can even incentivize customers to fill out your surveys by offering them a coupon when they finish, leading to even higher revenue and repeat business. If they rate your organization highly, we can automatically direct them to leave a review on Yelp, Google, or any review site. If they were unsatisfied with your product or service, we won't direct them to leave review, and you can automatically have a text message sent to a manager to reach out.
Why the Alternatives to Text Surveys Don't Work
It was harder to get customer feedback in the past. Traditional methods like sending paper surveys in the mail never got enough responses to help businesses actually make an impact. Unsolicited phone surveys will also often end up with a customer hanging up on your service reps, and they might even come away annoyed with your business. Email surveys are also tricky, because they may get some responses but they also may end up in a customers spam folder, or worse, having customers unsubscribe from your mailing list.
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 Can Get Results
According to Salesforce, 84% of marketers are adapting their strategies to meet customer expectations.
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.
Texting Is Engaging
Text reminders and text messaging have an engagement rate that is up to eight times higher than email.
Why SMS Surveys Work For Businesses
Get To Know What Your Customers Want
You need to stand out in front of the competition to get more customers. One valuable way to do that is to get feedback directly from your customers, and SMS surveys are a great way to learn more. Trum·pia's automated SMS surveys can branch based on how customers respond, so you get even better feedback. Plus you can get more responses by offering an incentive like a coupon, leading to even more business!
SMS Surveys Get You Better Feedback
Text messages are simply more effective than direct mail or email surveys, and they cost a fraction of the other methods. This is because customers can fill them out on their phone, on their own time, when they have a free moment like if they are on the bus or relaxing watching television. The ease and convenience of text message surveys simply can't be matched.
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.
Step 1: Determine 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.
Step 2: Set Some Parameters
Step 3: Create Your Questions
Step 4: Determine the Flow
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 Trum·pia customers have effectively used text message surveys to better engage their customers and get an impressive ROI.
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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 Trum·pia, you can even set it up so only those with the right qualifications get a link to apply for the job.
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Have Multiple Conversations
When you're in a voice-to-voice conversation, that interaction commands all of your attention. But when texting is involved, it's much easier to multitask and have several conversations taking place at once. This means organization could be helping or interacting with several customers, members, or employees at the same time.
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More Convenient for Customers
Customers can communicate with your business at their convenience. They don't have to set aside time for a phone call or worry about being placed on hold. They can even send messages outside of business hours.
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Catch Missed Messages
58 percent of people say that they have responded to a missed phone call from a business with a SMS/MMS text message. Unfortunately, most of those businesses were not set up to handle text conversations. Don't let this be your business.
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Streamline Operations
Nobody wants to use their personal mobile phone number to text for business. It risks cluttering up your personal phone's text inbox, and can be annoying when away from work.
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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 Trum·pia 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.
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Have Multiple Conversations
When you're in a voice-to-voice conversation, that interaction commands all of your attention. But when texting is involved, it's much easier to multitask and have several conversations taking place at once. This means organization could be helping or interacting with several customers, members, or employees at the same time.
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More Convenient for Customers
Customers can communicate with your business at their convenience. They don't have to set aside time for a phone call or worry about being placed on hold. They can even send messages outside of business hours.
-
Catch Missed Messages
58 percent of people say that they have responded to a missed phone call from a business with a SMS/MMS text message. Unfortunately, most of those businesses were not set up to handle text conversations. Don't let this be your business.
-
Streamline Operations
Nobody wants to use their personal mobile phone number to text for business. It risks cluttering up your personal phone's text inbox, and can be annoying when away from work.
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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.
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Have Multiple Conversations
When you're in a voice-to-voice conversation, that interaction commands all of your attention. But when texting is involved, it's much easier to multitask and have several conversations taking place at once. This means organization could be helping or interacting with several customers, members, or employees at the same time.
-
More Convenient for Customers
Customers can communicate with your business at their convenience. They don't have to set aside time for a phone call or worry about being placed on hold. They can even send messages outside of business hours.
-
Catch Missed Messages
58 percent of people say that they have responded to a missed phone call from a business with a SMS/MMS text message. Unfortunately, most of those businesses were not set up to handle text conversations. Don't let this be your business.
-
Streamline Operations
Nobody wants to use their personal mobile phone number to text for business. It risks cluttering up your personal phone's text inbox, and can be annoying when away from work.
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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 a link to your Yelp page to leave a review.
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Have Multiple Conversations
When you're in a voice-to-voice conversation, that interaction commands all of your attention. But when texting is involved, it's much easier to multitask and have several conversations taking place at once. This means organization could be helping or interacting with several customers, members, or employees at the same time.
-
More Convenient for Customers
Customers can communicate with your business at their convenience. They don't have to set aside time for a phone call or worry about being placed on hold. They can even send messages outside of business hours.
-
Catch Missed Messages
58 percent of people say that they have responded to a missed phone call from a business with a SMS/MMS text message. Unfortunately, most of those businesses were not set up to handle text conversations. Don't let this be your business.
-
Streamline Operations
Nobody wants to use their personal mobile phone number to text for business. It risks cluttering up your personal phone's text inbox, and can be annoying when away from work.
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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.
-
Have Multiple Conversations
When you're in a voice-to-voice conversation, that interaction commands all of your attention. But when texting is involved, it's much easier to multitask and have several conversations taking place at once. This means organization could be helping or interacting with several customers, members, or employees at the same time.
-
More Convenient for Customers
Customers can communicate with your business at their convenience. They don't have to set aside time for a phone call or worry about being placed on hold. They can even send messages outside of business hours.
-
Catch Missed Messages
58 percent of people say that they have responded to a missed phone call from a business with a SMS/MMS text message. Unfortunately, most of those businesses were not set up to handle text conversations. Don't let this be your business.
-
Streamline Operations
Nobody wants to use their personal mobile phone number to text for business. It risks cluttering up your personal phone's text inbox, and can be annoying when away from work.
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