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Tristan Anwyn

Tristan Anwyn writes on a wide variety of topics, including social media, SEO, SMS surveys and customer satisfaction.

Tristan Anwyn has written 44 articles for SB Informer.
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Do You Survey Your Business Customers?

Tristan Anwyn

November 19, 2014


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If you want to find out how satisfied your customers are, SMS surveys are an effective way to go about it.

After all, what do most people do upon receiving a text message? Reply to it.

That makes text marketing a potentially powerful tool when it comes to getting feedback from your customers.

So just how can you use SMS surveys to help keep your small business customers happy?

 

Know Your Texting Etiquette

 The first thing you need to know before sending out SMS surveys is how to do it legally. The Federal Communications Commission makes it clear that you have some legal obligations to meet:

  • Your customers must opt in to receive messages from you;
  • Your customers must be informed of what kind of messages they will receive from you;
  • Your customers must be able to opt out easily.

 

As well as keeping things legal, good texting etiquette means you know your customers want to hear from you and you're more likely to get the response you're looking for.

 

Have a Specific Aim in Mind

Sending mass texts costs money, so you want to make sure you get a return on that investment. To that end, get clear on what your goal is before you hit send on those texts.

Are you looking for feedback on a specific product or service? Or are you looking for feedback from a specific group of customers, such as regular subscribers or those who have just bought a product from you? 

As the article "SMS Surveys to Satisfy Customers" points out, SMS surveys can lead to better customer satisfaction.

That's good news for your business - but it starts with asking the right people the right questions. Think about what it would be most useful for you to know, and craft your questions to focus on that.

 

Use Time and Geographic Sensitivity

Time and geographic sensitivity are a good way to focus your SMS surveys for maximum results.

For example, be aware of time zones and the time of day when sending your texts.

If you have customers in different time zones, make sure you're not going to text them in the middle of the night - that won't endear your company to them.

If your target group has a lot of young professionals, text them after work or on the weekends when they're more likely to have a moment to respond.

You can also apply this principle to location.

Say for example you have branches of your business in different locations. Is there one that is performing particularly well - or particularly badly - and you want to know why? Target your text messages to customers in that locale.

 

Choose Quality over Quantity

SMS surveys are more aggressive than other kinds of marketing.

It's easy to scroll past a social media update or toss a piece of mail in the trash, but a text message pops up right there on a mobile device. That's a good thing - you've got your customers attention.

But less is more in this case.

Sending too many messages will look spammy and runs the risk of annoying your customers. Instead, focus on quality by asking the right questions and paying attention to your timing.

SMS surveys are a useful way to get feedback from your customers that you can then use to give them more of what they want and address any issues they raise with you.

Plan your SMS messages carefully for maximum impact and encourage your small business customers to hit reply and share their thoughts with you.


                   



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