Why SMS Has Proven to be the Most Effective Delivery Channel for Surveys

Topic: SMS Surveys & Feedback

SMS surveys are a quick, cost-effective way to collate customer data and feedback

As businesses and communities step towards the resumption of semi-normality, the challenges of the last 12 months are far from over. Even as restrictions ease, many organisations have had to remain agile and implement almost overnight changes to continue operating within government guidelines. 

Noting that 89% of businesses compete mainly on customer experience, it’s essential to review COVID-19’s direct and indirect impacts on customer satisfaction. Prior to and during the implementation of back-to-business plans, businesses will need to continually collate customer feedback to evaluate and make informed decisions about their newly-introduced services and processes.

Whether it’s the unveiling of new digital channels or updated health and safety measures, we understand that businesses often struggle to collect sufficient data and feedback in an efficient and cost-effective way. This is where Esendex’s mobile-led communication solutions can be particularly helpful.

Utilising SMS Surveys and Mobile Journeys, we have helped our clients:

  • Increase feedback engagement by 44%
  • Increase survey responses by 24%
  • Collect 3 times more customer data

Discover just 3 benefits of using SMS surveys for your business

1) Convenient for survey recipients

Rapid developments in technology have played a huge role in enhancing our everyday lives. 89% of Australians own a smartphone, and on average, Aussies check their mobiles 85 times a day. By taking advantage of SMS Surveys, businesses not only benefit from sending the survey direct to recipients’ devices, but will also provide recipients the convenience of responding to the survey in their own time. 

2) Encourages higher response rates

SMS Surveys attract high response rates between 24-47%, far exceeding that of paper, voice and email-based surveys. By conducting an SMS survey, companies will benefit from attracting greater response levels which will crucially assist in informing data-driven business decision.

3) Unrivalled reach and speed

With a 94% open rate and an average user response time of just 90 seconds, businesses choosing SMS as their primary survey channel can be confident that the questions will be successfully received by the majority of recipients. This will in turn encourage a greater response rate compared to other means.

An innovative alternative to SMS surveys: Mobile Journey

While SMS surveys are a powerful yet simple way to collate customer feedback, some businesses may require a more sophisticated solution to complement their overall strategy. A great alternative to SMS surveys is Esendex’s Mobile Journey.

Alongside the added convenience and speed of utilising SMS Surveys, our Mobile Journey solution empowers businesses to create completely customisable, branded solutions for collecting data and feedback. By removing the distractions of traditional websites, Mobile Journeys boast higher conversion rates and can be triggered across multiple channels including SMS and email. Enabling our clients to engage their ideal audience across all types of questions, businesses can use buttons, sliders and free type text fields to collect data in an intuitive and non-intrusive way.

Furthermore, companies can also opt to include document and photo uploads to tailor a richer experience for their survey recipients. Once completed, survey details and responses can be viewed in the form of a live intelligent report, placing businesses in the best possible position to make informed, data-led decisions for continual improvement.

Elevate your customer experience and future campaigns with Esendex

Considering the current climate and ongoing uncertainty, we understand that many businesses may not have the time or resources to incorporate customer and staff feedback into their recovery strategy. However, enhancing customer satisfaction and feedback will always remain a key element for any campaign’s success.

Esendex has worked with over 45,000 clients across Australia and worldwide, delivering tailored communications solutions to support their KPIs. Aligned with your business strategy, SMS Surveys and Mobile Journeys are just one of the many proven ways we can help you level-up your back-to-business processes.

Empowering you to run your business more efficiently, with a customer-centric approach, our local team can partner with you to create customised surveys for your specific industry and niche requirements. To learn more about our mobile-led solutions, simply contact us on 1300 764 946 or email [email protected] to get started. 

Author Avatar
Prachi Bametha

Marketing Coordinator, Esendex Australia