Leveraging SMS Surveys: The Key to Customer Feedback for Business Growth

You must understand your customers and meet their needs to grow your business. To do that, you need to collect insights and feedback.?

The easiest way to do this? Text a survey to your customers.?

Let’s explore elements of effective surveys and how to leverage customer feedback you gather.

Why SMS Surveys?

Texts have an incredibly high open rate of 98% and 95% of text messages are read and responded to within just three minutes after being received. This means your surveys are more likely to be seen and responded to quickly when sent via texts.

SMS surveys are also convenient for customers. People always have their phones with them. Sending them surveys via text reaches them where they're already at — on their phones. It's relatively simple for them to respond, so they’re more likely to.?

Create Effective SMS Surveys

To make the most of SMS surveys, create well-written and concise survey questions that encourage meaningful responses. Consider these tips:

Keep it short: Write brief surveys that can be completed in just a few minutes. Long surveys discourage responses.

Use simple language: Make sure your questions are clear, straightforward, and easy to understand. Avoid jargon or technical terms that could confuse respondents.?

Be specific: Instead of asking general questions, focus on specific aspects of your business, such as product satisfaction, customer service, or delivery experience.

Use rating scales: Implement rating scales, such as Likert scales or star ratings, to quantify customer feedback. This provides measurable data for analysis and comparison.

Include open-ended questions: In addition to ratings, include open-ended questions that let customers provide detailed feedback, suggestions, or comments. This helps find valuable insights and specific areas for improvement.

Send Surveys at the Right Time

Choose the right time in the customer journey to ask for feedback. For example, send a text soon after a purchase, service interaction, or support ticket resolution.?

Strategically timed surveys let you gather feedback at core touchpoints in the customer journey, ensuring timely and accurate insights.

Personalize Your Surveys

Go beyond generic questions and tailor surveys for individual customers. Include personalized elements such as the customer's name and reference their recent purchase.?

This makes the survey relevant and shows that you value each customer's opinion.

Personalized surveys make customers feel heard and appreciated, increasing their likelihood of completing the survey. They also are more likely to provide more meaningful and specific feedback when it feels like a “personal” request.

Analyze and Act on Feedback

Collecting feedback is just the first step. To get meaningful insights, analyze the data and identify how to take action.?

Use survey analytics tools? or even basic spreadsheets to analyze the data you collected. Look for patterns, trends, and key areas of improvement. Identify areas where your business excels and areas that need improvement. Focus on addressing customer pain points and enhancing positive experiences.

Then, implement changes based on the feedback received. Whether refining a product, improving customer service processes, or strengthening communication, take tangible steps to address customer concerns.

In addition, leverage this feedback to personalize future offerings, tailor marketing text messages, and deliver a more targeted and relevant experience to each customer segment/group.?

Communicate relevant changes to your customers as well. Show appreciation for their feedback and let them know how their input directly influenced your business decisions. Doing this creates trust and increases brand loyalty.

Continue Improving for Business Growth

Collecting and acting on customer feedback is an ongoing process rather than a one-time event. Regularly review your survey questions to ensure they stay relevant and update your SMS surveys as things change at your business. That makes your feedback process most effective and helps you stay on top of customer expectations

Businesses use Skipio’s automated messaging tools to engage customers sooner and more consistently. By starting two-way text conversations and building personal relationships, teams see lasting, repeatable success with sales and retention.

Texting is a proven method for reaching out and following up with customers — Skipio makes it easy for you to do just that.

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