How SMS Surveys Help You Get Real-Time Customer Feedback?


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While there are numerous ways to send surveys to customers, SMS is said to be one of the best among them. Sending an SMS is easy, quick, and is also cost-effective, it can reach a wide range of customers.

Today, almost every one of us uses cell phones, and a short messaging service is one of the common features of every cellphone. Whether it’s a smartphone, iPhone, or any other mobile phone, all of them have the option of sending SMS.

So, whether it’s today’s young generation or older generation, every one of them checks the messages they receive. According to a study, 83% of millennials open text messages within 90 seconds of receiving them.

If you’re using the latest feature-packed smartphone or iPhone, SMS is something you can’t stop and check. That’s why SMS has the highest open rate of 98%, more than three times that of email. Thus, you can involve SMS surveys as a dependable medium for getting feedback from your customers.

Importance of Delivery Feedback

Suppose, for example, you have purchased a dress from an e-commerce site. Your request is set in practically no time, and you receive a notification of receiving your product within two days. However, if you haven’t received your product even after seven days, and miss wearing it to a family function how would you feel? Of course, without a doubt, terrible, angry because the delivery of your product was late, which ruined the purpose of purchasing the dress.

Similarly, if you receive your package on time, but the delivery staff is rude, you will not feel good during the delivery because it will make for a terrible delivery experience also, eventually, influences your general shopping experience. You might decide to change to another internet shopping platform or delivery service.

Just like your customers. So, if you are into the online shopping business, you cannot ignore the aspect of shipping.

Why should you use SMS Surveys for Delivery Feedback?

The online orders process incorporates registering a portable number, and the majority of the internet-based orders are made through smartphones as it were. Whether you are requesting a pizza or buying a dress for a party, a telephone number is obligatory to give. In this manner, SMS turns into a channel that you can utilize whenever to give data about the clients’ requests.

You can give conveyance status like ‘Packed,’ ‘Out for Delivery,’ or ‘Delivered’ through SMS. Likewise, you can utilize this channel to send short reviews to the clients to get Delivery Feedback.

In spite of the fact that channels like email and online entertainment are additionally available effectively with the expanded utilization of cell phones, still, SMS is an unbeaten method of communication that never loses its worth.

75% of the youthful age likewise really like to receive communications with respect to deliveries, promotions, and surveys through instant messages. Here are a few Benefits of SMS surveys to be shipped off to get Delivery Feedback.

Features of SMS Surveys That Help in Collecting Delivery Feedback

A few useful features of SMS surveys that help in collecting delivery feedback:

Integration Feature: – SMS survey tools can be integrated with your POS & Delivery Platforms

Scheduling Feature: – SMS surveys can be scheduled

Customization Feature: – SMS surveys can be customized & personalized

Tracking Feature: – SMS surveys can be tracked

Let us look further into these advantages and how you can determine them.

Integration Feature: Integration with POS & Delivery Platforms

It is practically hard to sort out some way to send SMS Surveys to every one of your clients physically in a real-life scenario. That is the reason it’s smart to coordinate your SMS Survey Tool with your Point-of-Sales and Delivery platforms.

With integration, you can set up rules to set off SMS Surveys once the situation with the request changes to ‘delivered’ in your POS or delivery platform. This guarantees that your SMS Surveys are sent consistently and consequently with perfect timing.

Scheduling Feature: – SMS surveys can be scheduled

One more advantage of sending SMS Surveys is that you can plan them according to your needs. With SMS Survey Tools, you can likewise set delays in sending your Feedback SMSes.

For instance, if you’re looking for input about the product quality and not just the delivery, it would be ideal to send the SMS following a delay of 3 days rather than immediately.

This will give your clients sufficient opportunity to experience the product. Essentially, it is smart to send the Feedback SMS within 2-3 hours in the event of food delivery, giving the client sufficient opportunity to have had their meal.

Customization Feature: – SMS surveys can be customized & personalized

In your surveys, you can ask questions that you like and customize them completely. You can even white label them by adding your company’s brand name, logo, and background, set your SMS Sender ID as well, and do many more things.

To make your SMS more intuitive, you can even add logic. For example, if your customers are unhappy with the delivery, follow it up by asking a question or asking the reasons for dissatisfaction.

You can even give this as a comment box for customers so that they can share their opinion or provide them with options to choose from like packaging, delay, quality, etc.

You can likewise customize your SMS while sending the review. Incorporate clients’ names allude to the product they bought or some other identifiable data, including your brand name, and more to make a superior impression and assist with further developing reaction rate.

Studies propose that 80% of clients are probably going to make buys from a brand giving them a customized experience compared with different brands.

You additionally get the choice to customize your SMS surveys according to the product and delivery. You can involve placeholders for this reason.

Placeholders assist you with embedding subtleties like the Customer’s Name, Product Purchased, and some other data pertinent to the order or delivery expected in the SMS.

Along these lines, you don’t have to draft another message physically every time. It will consequently take the details and remember them for the content of the text message.

Tracking Feature: – SMS surveys can be tracked

There is various SMS survey software that would help you perform all kinds of polls and surveys and even allow you to track all the SMS Surveys you have sent.

Further, it also allows you to view how many SMSs were sent, to whom, and when. You can even check the delivery dates and times. View, on the off chance that the review was opened and was responded to or not.

Involving SMS Surveys for Delivery Feedback

You can gather Delivery Feedback through SMS at whatever point delivery is engaged with your business. Whether it is courier delivery or food delivery; Delivery Feedback is significant for all, and SMS is the most ideal way to accumulate it.

Here are some utilization instances of SMS Surveys for gathering Delivery Feedback.

SMS Surveys for Products Purchased Online

Online shopping has turned into a part of the lives of many. There are various kinds of items that individuals buy online. Be it garments, accessories, décor items, etc. practically all items are accessible online for individuals to purchase.

As online shopping increased so is the home delivery of items since delivery is a critical part of online shopping. It is something that influences clients’ experiences. You can utilize Delivery Feedback Surveys to gauge satisfaction with different parts of product delivery.

Involving SMS Surveys for Delivery Feedback will guarantee you get an accurate picture and client experiences of how the delivery of your items was.

SMS Surveys for Food Delivered Online

As internet shopping has increased, the food delivery service has likewise also increased. Research suggests that consistently, food delivery in the U.S. increments by 20%.

So, in the event that you have a café or a takeaway restaurant, food delivery is a huge region where you have to focus on. Delivery has a substantial effect on the nature of the food delivered. Delay in food delivery can complete the freshness of food and make the food stale and hard to consume.

A delivery survey can assist you with doing that.

By sending a delivery survey brilliantly at the right time will empower you to get constant client experiences. You will be in a situation to further develop your Customer Experience on the off chance that you get negative feedback.

If you send SMS Surveys soon after delivery, the clients can share their experiences, and you can rapidly take appropriate action on it.

SMS Surveys for Delivery of Couriers

Delivery of couriers across the globe is expanding. The worldwide courier industry comprises of more than 580,950 organizations utilizing around 4.1 million individuals.

Assuming you are into courier services, delivery of products is the standard work in your business. Here, catching Delivery Feedback turns into a priority because delivery experience is the main thing that can take your business towards progress or failure.

Thus, at whatever point you deliver a shipment, you ought to send SMS Surveys to your customers. You can likewise send messages telling them that the consignment is delivered and, in the same SMS, incorporate a survey link requesting feedback.

Sending such a message and catching courier delivery feedback will empower you to know about your customer experience and let you further improve it by focusing on the improvement areas of your delivery service.

Vinod Janapala
Vinod Janapala - Product (SaaS) Marketing & Customer Analytics Lead. Vinod is keen on such topics as Marketing, Customer Experience, SaaS Challenges, and Personal Growth.


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