SurveyMill has been running for over a year and I’ve been so excited to run my own SMS survey for a while now. I wanted to see what it was like using SurveyMill to give feedback on my experience to the team but more importantly I wanted to find out what our customers thought about our products and how they felt we could improve them. I decided to conduct my first SMS survey covering our product, Textburst.
How I used SurveyMill
Textburst is our simple online SMS service, which lets customers send and receive text messages. Textburst is used to upload large groups of contacts, personalise and schedule text messages, to track links and to collect data through our free keywords. Textburst has over 29,000 users and I wanted to collect feedback from a group of recent signups.
What questions I asked
Below I’ve listed the questions I sent and the message types I chose for each one;
Plain Text: Thank you for joining our survey. Could you please reply with the email address registered with your Textburst account and then we’ll get started!
Yes or No: Thank you! Firstly, would you recommend Textburst to a friend/colleague? (Yes/No)
Rating 1 to 5: How would you rate your Textburst experience on a scale of 1-5? (1 being poor, 5 being excellent)
Plain Text: What do you love about Textburst? What improvements would you like to see? Come on, be honest! :)
Instruction (No response): Thank you so much for your feedback. We’ll top up your account with £10 shortly. Any questions? Get in touch at email@example.com. Enjoy the rest of your day!
All marketers know, an email campaign with an open rate of over 30% is a massive achievement (which is why you should use SMS with its 98% open rate!) Well, listen to this for a success story…
47 surveys were sent out to our customers and an incredible 44 responded, with 43 completing the entire survey.
Let’s work our way down the questions ignoring the opening and closing messages and look at the responses collected.
Thank you! Firstly, would you recommend Textburst to a friend/colleague? (Yes/No)
100% of our customers said YES they would! This is a great start but it isn’t the end of the world if you get a couple of NO’s. The whole point of this survey is to find out where you’re going wrong just as much as what you’re doing right. SurveyMill gives you an unseen insight into your customer’s thoughts on your product or service and gives you an idea of how you can improve.
How would you rate your Textburst experience on a scale of 1-5? (1 being poor, 5 being excellent)
We received mainly 5’s, with a scattering of 4’s which again is great to see! This is where it gets interesting. The next question will hopefully give us an insight into why these weren’t all 5’s and what we can do to improve the usability of Textburst to ensure all users give us a 5 in the future.
What do you love about Textburst? What improvements would you like to see? Come on, be honest! :)
We received some lovely responses;
“Very easy to use”
As much as we loved seeing what customers love about Textburst, we were more interested in what they wanted us to improve on or things they want the product to do which it doesn’t yet provide.
This is where we were surprised. Most of the things people were asking for were things Textburst already offered but we obviously just didn’t make them quite clear enough.
“Ability to top up immediately”
“Being able to personalise sender ID”
“Schedule text messages”
We started contacting customers with the good news!
Once we’d contacted these customers letting them know the feature they requested is already available, we then passed on all of this information to our designer for him to tweak the design slightly to make these options much more visible. From the feedback we were able to make Textburst easier to use.
Anything we didn’t yet have has been added to our development list ready for our tech team to discuss.
SurveyMill did wonders for us in finding out what customers were missing and how we can improve our product even further.
I’ll be doing the same for our easy text message SMS API, Clockwork shortly and I’m excited to discover what feedback we get from this one.
You can survey your customers too with SurveyMill by signing up for free.
SurveyMill has developed massively since it was first released in February 2016. We’ve added free to text shortcodes, improved the reporting feature and quickened up the service massively to name a few! If there’s any other suggestions you’d like to make, please let us know. We’re always more than happy to chat through your ideas.