Features

• Can be delivered as text message out and text message back (‘ping pong’) or...
• Link to online survey embedded in a text message
• An opt-out option can be delivered with the first message
• Responses processed and available to view in real-time
• Short code available to eliminate any risk of cost to the respondent.
• ‘Red flag alerts’ based on the customer’s response to individual questions or text provided in a verbatim can be configured to automatically surface an issue and allow a recovery process to be initiated.

Benefits

• Almost universal access - 9 out of 10 UK adults have a mobile phone (7 out of 10 a smartphone)
• Mobiles 'ever-present' and 'always on'
• Customers complete the survey at a time to suit them
• Relevant - uses the medium that customers use to contact you
• 20-25% response rates.

Applications

• Short surveys that track a single KPI (e.g.NPS, Effort, CSAT) and the reason why
• Point-of-purchase/transaction feedback
• Feedback on agent performance
• Mapping KPIs at different points on the customer journey
• Customer recovery