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Use Text Surveys and Polls for Quick Customer Response

Updated: Nov 27, 2023

female African American reading a text survey

A simple text survey can reach a large number of consumers on devices they check most frequently.

On average, Americans check their phones at least 96 times per day, or once every ten minutes. A text survey or poll is an immediate and cost-efficient way to get feedback from consumers.

With Age Texting, you can execute multiple types of surveys via SMS, including a Net Promoter Score survey, multiple-choice polls, customer service and product feedback, and text-to-vote.

Text surveys allow consumers to respond easily and quickly respond. SMS surveys are becoming a popular way of gathering feedback from customers.

What are the benefits of text surveys?

  • Cost-efficient: Sending SMS survey questions is affordable—only a few cents per message. In exchange, 98% of those text messages are seen and according to research, 90% of them are responded to within three minutes. Set up autoresponders to match your ratings (for example, ratings of 1-5).

  • Easy survey campaign creation: Age Texting allows you set up group survey campaigns or automations, making it easy for you to gather feedback from multiple customers without the work.

  • Diverse outreach: Because 97% of Americans own a cell phone own a mobile device, you can be confident that you are receiving feedback from customers in all age demographics.

  • Trackability and responses: To Set up keywords as your potential customer answers. As these numbers grow, you can gauge the success of your surveys as well as the feedback and what you may need to do to improve your customer service. If you are utilizing web-based surveys, you can monitor click-through rates.

  • Quick responses: Studies show that over 90% of text messages are opened within the first three minutes of the user receiving them, and response rates can be as high as 45%. This is compared to only a 20% open rate and a 6% response rate for emails. Other studies show that SMS messages have a 209% greater chance of response overall than other survey methods, such as social media, phone calls and email.

What types of surveys can you send via SMS?

two female friends reading a text survey
  • Links to web-based surveys: Create a survey using Age Texting’s built-in survey form. Customize your questions and evaluate the answers. You can also utilize or Google forms—all free options. You will find a wide variety of survey and customer feedback analysis software you can integrate with Age Texting.

  • Forward consumers to your Google profile: Consider requesting consumers visit your Google profile and leave a review on Google.

  • Net Promoter Score® (NPS): A net promoter score (NPS) gives your business a quantifiable measurement of consumer’s response or feedback. It is the easiest method to gauge customer loyalty and the strength of your brand.1 NPS is a popular customer experience (CX) metric, and NPS data can be collected via SMS.

  • Polls: Polls are a series of open-ended or multiple-choice questions for your consumers. You can either create these as a keyword autoresponder or text it to your SMS subscribers.

  • Customer feedback: Customer feedback surveys allow customers to provide additional details about their experience with your company’s service and/or product(s). You can ask for a rating (1-5, 5 as best, for example) or leave it as an open-ended question.

  • Text-to-vote: Create a keyword autoresponder campaign and allow your customers to voice their opinion and play a key role in a choice your business will be making.

How to send an SMS survey

  1. Determine survey type.

  2. Create your audience. Determine the group out of your current subscribers that you want to send a text survey to. If you are sending a text to them, they need to first opt into your text service, or you can create your survey as a keyword autoresponder.

  3. Create your survey questions. Draft questions so consumers can directly address the topics you want input on.

  4. Promote your survey. Advertise the survey so customers can easily opt in with the autoresponder keyword or send the text to them as a campaign.

  5. Assess results. Track the keyword responses or answers on web-based surveys.

Do not miss an opportunity to get to know your customers by giving them an easy opportunity to provide feedback via text. An SMS survey is easy to deploy, and Age Texting offers a variety of methods to distribute them.


Updated 11/27/23


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