SMS surveys: the solution to improve customer experience

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You are probably familiar with one of the 10 dogmas of customer relations: “A satisfied customer tells 2, an unsatisfied customer tells 10”. This same dogma has also been modified with the arrival of social networks: “A satisfied customer tells 3 friends, an unhappy one tells 3000”. Consumer expectations are therefore increasingly high when it comes to the experience with customer service.

You may have been used to asking your customers to fill out paper surveys, but these are now considered outdated. As a result, you no longer have, or very little, positive or negative information from your customers, which is damaging in such a competitive environment. The solution? SMS surveys !

Mobiles are always within reach of your customers
More and more sectors are using SMS : from retail, to banks, to airports. This method of communication is increasingly popular for companies that want to improve engagement, as well as the response rate from their customers. We can explain this trend because SMS is instantaneous and 97% of French people have a mobile .

However, did you know that 63% of French people say they are often asked to respond to satisfaction surveys?

Make life easier for your customers by sending a simple SMS survey that they can complete in minutes using their phones.

Gone are the old-fashioned methods of pen and paper, which have a bad impact on the environment, or email with its low opening rate ( 22% ).

Sending SMS also allows you to receive instant feedback from your panama whatsapp list customers as 90% of SMS messages are read within 10 minutes.

An SMS is the perfect tool to chat with your customers
The average response time for an SMS is 90 seconds , making it a great tool for gathering feedback instantly, but also a great tool for starting a conversation.

With SMS surveys, you learn more about your customers and their habits by asking them to give their opinions about your business, with the aim of improving. The number of responses can be easily increased by offering a promotion or gift in exchange for the answers.

It is very important for your business to collect feedback and to know the satisfaction rate of your customers about your business as well as their opinions about your products and services. Customer satisfaction has always been important for businesses, but now it is at the forefront with the fierceness of competitors and the need to differentiate yourself.

Have you thought about improving the way you send out your satisfaction surveys?

You want to increase your customer satisfaction, the responsiveness of your messages is then the key to your success. Indeed, thanks to SMS surveys you will be able to respond to both positive and negative comments in a few minutes. Regarding negative comments, you will be able to create an alert to receive notifications and act as quickly as possible to improve your customer satisfaction. The results of SMS surveys are more precise and you will also be able to target different factors that you want to change or improve, such as the location or the type of product purchased.

Would you like to know more about SMS surveys and the benefits of using this solution? Do not hesitate to contact our team at 01 70 99 35 52 or fill out this form .