How can you optimize your booking system for customer feedback via SMS?

1 Choose a SMS provider

The first step is to choose a SMS provider that can integrate with your booking system and offer you the features and benefits you need. For example, you may want a provider that can send automated messages, track responses, segment customers, and generate reports. You may also want a provider that can comply with the local regulations and privacy laws regarding SMS marketing and communication. You can compare different providers based on their pricing, reliability, customer support, and reviews.

2 Set up your SMS feedback campaign

The next step is to set up your SMS feedback campaign in your booking system. This means creating the messages, triggers, and rules that will determine when, how, and to whom you will send your SMS feedback requests. For example, you may want to send a SMS feedback request after a customer completes a booking, after they check-in or check-out, or after they use a specific service or activity. You may also want to customize your messages based on the customer's name, language, location, or preferences.

3 Design your SMS feedback questions

The third step is to design your SMS feedback questions that will help you collect the data and insights you need. You should keep your questions short, clear, and relevant to your goals. You should also use different types of questions depending on the type of feedback you want to get. For example, you can use open-ended questions to get qualitative feedback, closed-ended questions to get quantitative feedback, or rating scales to get numerical feedback. You should also avoid asking too many questions or leading questions that may bias the results.

4 Test your SMS feedback system

The fourth step is to test your SMS feedback system before you launch it to your customers. You should check if your messages are delivered correctly, if your triggers and rules are working properly, and if your questions are easy to understand and answer. You should also test how your system handles different scenarios, such as invalid responses, opt-outs, or errors. You can test your system by sending SMS feedback requests to yourself, your team members, or a small group of customers.

5 Analyze your SMS feedback data

The fifth step is to analyze your SMS feedback data and use it to improve your business. You should monitor your SMS feedback metrics, such as response rate, completion rate, satisfaction score, and net promoter score. You should also look for patterns, trends, and insights in your SMS feedback data, such as customer preferences, pain points, expectations, and suggestions. You should use your SMS feedback data to identify your strengths and weaknesses, measure your performance, and make informed decisions.

6 Follow up with your customers

The sixth and final step is to follow up with your customers after you collect their SMS feedback. You should thank them for their time and input, and let them know how you will use their feedback to improve your services. You should also offer them incentives, such as discounts, coupons, or loyalty points, to encourage them to book again or refer others. You should also address any issues or complaints they may have raised in their feedback, and show them that you care about their satisfaction and loyalty.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?