SMS Surveys

Improve customer experience and get instant feedback from customers or staff using SMS surveys

Women using mobile phone answering an SMS survey.

“We’re thrilled with the uplift in customer feedback we’ve received, and the live analytic feedback we have access to makes it really easy to tackle any challenges we encounter.”

CLAUDIA ASHCROFT – CUSTOMER SERVICE & MEMBERSHIP MANAGER – PLANE SAVER CREDIT UNION

Read case study

Trusted by industry leaders to deliver world class mobile messaging solutions

SMS surveys that are quick to set up and send

Why choose SMS for surveys?

SMS surveys allow you to connect with people on their phones – anytime and anywhere.

They are easy to personalise and designed to fit with your existing workflows and processes. Our powerful survey tool allows you to manage surveys at scale.

Cost-effective, interactive SMS surveys deliver higher response rates and better engagement, as it’s a fast and familiar way to contact customers or staff. Build linear and branched pulse or ad-hoc surveys so you ask the questions that count.

Read our guide to creating SMS surveys

Customisable linear or branched surveys

Ask a series of chronological questions, or ask specific questions based on responses. Customise your survey with YES/NO, NPS, and free-type answers.

Personalised content

Automate and personalise SMS surveys based on recipient data. Send surveys tailored to your customers based on past purchase or service history, making them more relevant and increasing engagement rates.

Triggered surveys

Always contact your customers at the right time with automated SMS research that is triggered after specific actions such as completing an order or following a support call.

Real-time reporting

Gain full visibility of SMS Survey campaign performance and analyse individual responses in real-time as staff or customers actively engage with your surveys.

Popular survey use cases

Drive loyalty with customer satisfaction surveys

Measuring customer satisfaction is essential to long-term loyalty. Acquiring new business can cost five times more than retaining an existing customer, and increasing custom retention by just 5% can increase profits by 25-95%. Gain valuable insights into your customers’ preferences and behaviours by sending short surveys via SMS. Studies show that SMS messages have a 209% better response rate than any other channel for surveys.

Determine product viability with research surveys

Building up enough representative data used to mean using a large sample size and extensive resources. SMS Surveys break this mould thanks to significantly higher response rates and cost-effective transmission. Get real-time information on what makes your target market tick without the need for external agencies or for expensive and far less effective mail or telephone campaigns.

A woman working in healthcare using mobile phone.

Data cleansing

Your communications are only as good as the database you’re using. Many businesses struggle with out-of-date or inaccurate customer data. SMS Surveys are an easy and cost-effective way to ensure your data is always up-to-date. SMS is less intrusive than a phone call and means that customers can respond at a time that suits them. Staying on top of your customer’s personal details, preferences and requirements has never been easier!

Improve employee wellbeing

Staff surveys can boost morale, open fresh lines of communication and support new ideas to help improve business. They’re a hugely effective early warning system, identifying problems or concerns across an organisation so you can quickly put measures in place to rectify them. With an Esendex SMS survey, you get a holistic and central view of responses, making data analysis and insight gathering quick and easy to do.

Ensure the success of your next big event

SMS Surveys are an effective way for businesses to manage attendee preferences ahead of big events. By sending a series of simple SMS messages, you’ll be able to confirm attendance and contact details, secure menu choices and arrange for any special access requirements for attendees. You can store and share response data easily to ensure all stakeholders are well informed and your event runs smoothly.

“The SMS survey system has helped us on so many levels. We’ve got better visibility of what people using our services think of us now, and we’re also able to provide better services as a result.”

BELINDA LAMACHER – CRM MARKETING MANAGER, HELPING HANDS

Read the full case study