The easiest way to collect Customer Feedback is to send SMS Surveys.
SMS surveys are defined as those surveys which are administered to gather data and collect feedback from the customers with the help of Short Messaging Service. It is an effective and one of the most efficient survey data collection methodology that provides a high response rate and actionable data from the customers.
It also helps you measure customer satisfaction and areas of improvements.
Sending SMS Surveys is the most effective and convenient of ways to distribute Surveys without internet connection to your customers and get Feedback.
Sending SMS Surveys (Distributing Surveys through SMS)
Once you have created your Survey, sending SMS Survey to your customers through Zonka Feedback is a very quick 3-step process. To send SMS Surveys, follow these steps.
- Compose — You can compose, customize and personalize the Survey SMS.
- Add Recipients — Add contacts manually, send Email Surveys to existing Recipients through Contact Lists, Import Contacts using CSV or add Contacts Manually or
- Preview and Send — Take a quick look at your drafted SMS to ensure that it is exactly what you want to send. Once previewed, you can send it.
Let's review these 3 steps to Sending SMS Surveys in detail.
1. Composing your SMS
The personalisation and customization you can do include the following:
SMS content: Compose your SMS content which you need to send to your contacts. This editor is completely flexible.
You have 2 options, Either you would see the default content loaded that can be modified or you can create your own text and insert the URL, which is in the right-hand side of the editor.
As mentioned, you can customize the message you want to send to your customer. Standard SMS message length is of 160 characters and we recommend sticking to that. This link also includes the Survey URL.
Note: You will not be able to send SMS without the Survey URL.
You can send test email and take a look at how your email looks in real.
2. Adding your recipients
It’s a good practice to have your contacts ready beforehand and ensure you have the correct phone numbers and they are formatted correctly before you start sending SMS to them. Zonka makes it super easy to add recipients to your SMS campaign. We quickly go over these methods:
- Add contcats Manually - To add manually start writing the contact’s name followed by the phone number separated by a comma. Each recipient should be on a new line. Format the phone numbers with country code without the plus “+” and no spaces.
Following is an example:
Peter Heis, 267XXXXX
Max Miller, 146XXXXXX
- Select From Contact List - Create a list of contacts, and add the list from the drop down. Learn how to add contacts.
- Import CSV file- You can also add recipients using the good old CSV format in Zonka. Just click on Import CSV button and drag and drop or upload the CSV file.While doing so, you can even add the imported recipients to a List by giving it a list name. Learn more about adding your recipients.
Once done with the recipients, now your SMS survey is ready to collect responses, You can either send now or send later. These are known as Sending options of Zonka Feedback.
3. Preview and Send your SMS
It's always a good idea to check once if the message you composed looks and sounds nice to your recipients when they receive it. Once you are satisfied continue further by clicking Preview and send it.
To finally send, click Send and wait for the responses to hit your Response Inbox.
This is how you create a SMS survey in Zonka Feedback. Sending SMS surveys is an easy, instant and effective way to ask for feedback from your customers.
In Zonka Feedback, you have an option to track all your SMS that are sent out. it is important to know and understand deliverability rate and response rate. We have made your work simpler and we have integrated with a lot of email tracker and systems. You would be able to see the following information:
- Mobile number to which you have sent your survey.
- Time and date when your SMS was sent
- Time and date when your SMS was opened
- Time and date when the respondent has submitted his/her response.