Everyone loves texting. Think about it; you use text messages to keep in touch with friends and family, you’re sent them to remind you of restaurant bookings and doctors’ appointments, you use them to set and change delivery times and you can now even use SMS to help control your own health with an application called Florence.
I was watching Good Morning Britain this morning when I heard them talking about customer complaints. They were saying, “The number of people complaining about goods and services has increased by 3 million over the past year costing business around £37 million.” Can you believe that? The Ombudsman Services found the retail sector received the most number of complaints, closely followed by rail travel whose complaints soared by 500,000 last year.
These new findings show it’s crucial to quickly identify areas which need improvement before they lead to complaints. It’s important to find out exactly what the needs, wants, preferences, expectations and perceptions of your customers are.
One of the best ways to ensure you have a great customer insight is by running a survey.
You have several options when surveying your customers. However, with fewer customers than ever engaging with long survey forms, SMS Surveys are a great way to go.
By using SMS surveys, you’ll see;
High Open and Response Rates
98% of text messages are read on average within 5 seconds which means your survey will get seen instantly. IPSOS MORI found that 95% of people said they’d respond to an SMS survey, so SMS surveys should have the responses flooding in!
Valuable, Honest Responses
Some people may feel uneasy offering honest feedback face-to-face or over the phone, especially if they visit your store regularly. Text messages allow for anonymity which will bring you honest feedback which you need to ensure you can continually improve.
Brilliant Business Statistics
SurveyMill has a brilliant results page which means your results are displayed in such a way that makes those great statistics stand out.
See things like;
- 100% said YES they’d recommend you to a friend
- The words used most to describe you are ‘Amazing’, ‘Food’ and ‘Great’
Use these statistics to your advantage by displaying them on your website and social media feeds or display posters in store.
Find out what your downfalls are and resolve issues before you start to receive complaints and make your service and/or products amazing. It’s really easy with SurveyMill.