8 Reasons to Research Client Feedback With Mobile Phone Surveys

Before you next seek client satisfaction feedback at your agency or private practice, take a look at these eight reasons to consider using mobile phone surveys.

Have you considered utilizing the power of SMS surveys to collect client feedback?

1. Wide Availability – With an estimated 6.8 billion mobile subscriptions at the end of 2012 at an equivalent to 96% of the world population, there is no denying that conducting research with mobile phone surveys would be accessible to most clients.

2. Cost Effective Each IM, SMS, and other web-based interaction costs 1/10th that of Interactive Voice Response (IVR) and 1/100th that of a live agent transaction.

3. Keep Confidentiality – Given their personal and mobile nature, the average mobile phone rarely leaves the sight of the owner. It has been reported that over 99% of all text messages are read by the recipient themselves. More expensive smartphones are even more likely to be guarded and come with security measures to lock the device or increase the chance of recovery should it be lost or stolen.

4. Ubiquitous – Over 560 billion text messages are sent every month, worldwide.

5. Great Response Rate – SMS Surveys in particular have boasted an average response rate of 25% to 45%.

6. Prompt Responses – About 90% of all text messages are read within 3 minutes of their delivery, increasing the chances that users will respond to your survey. In fact, 98% of completed SMS surveys are collected within 24 hours.

7. Organized Data – In addition to a good response rate, collecting survey answers via mobile phone provides an immediate entry of data into a centralized database for analysis and fewer errors in data entry. This is an improvement over the interpretation of barely legible handwritten responses and far less time-consuming.

8. Proven Success – In the business sector, many businesses have turned to utilizing mobile devices more readily in the interest of competitive advantage. SMS surveys have been used to research customer satisfaction with good results. For instance, 90-94% of customers who answer the first question answer all questions asked and 60-70% of customers provide comments.

Gather data, feedback, and insights with SMS surveys.

Mosio’s SMS surveys software.

Mosio Announces Publication of New Patient Recruitment and Retention eBook

Clinical Trials Patient Recruitment and Retention Tips eBook

Company publishes second book of clinical trial patient recruitment and retention tips and strategies

SEATTLE, WA — Mosio, a leader in clinical research patient engagement technology, announces the release of its second eBook, “Clinical Trials Patient Recruitment and Retention Tips.” Partnering with experienced clinical research professionals, Mosio revisits the hurdle of patient recruitment and retention in this eBook by providing practical tips, tools, and strategies for clinical researchers.

“The landscape of how patients receive and respond to information is constantly changing. While some tried and true methods remain, these tips enable readers to go to the next level with patient recruitment and retention,” said Noel Chandler, Co-Founder and CEO of Mosio. “We are thankful to our contributors, who provided carefully crafted, action-based, expert tips that come from years of experience in clinical research. As a company, Mosio works hard to enable researchers to efficiently improve patient recruitment and retention efforts to make clinical trials more successful through innovative mobile messaging solutions. This eBook goes beyond mobile messaging to provide additional ideas on how patient engagement can be made easier by those in recruitment and retention in clinical trials.”

Clinical Trials Patient Recruitment and Retention Tips eBook
Clinical Trials Patient Recruitment and Retention Tips eBook

“Clinical Trials Patient Recruitment and Retention Tips” includes eye-catching illustrations created by Brenda Brown, a well-known illustrator of the best-selling “Worst-Case Scenario” book series, alongside a set of 42 recruitment and retention recommendations. Readers benefit from this additional set of tips relating to marketing materials, social media presence, patient outreach, networking, and more as a follow-up to Mosio’s first eBook, “Clinical Trials Patient Recruiting and Retention: Tips for Success.” Along with those submitted by the Mosio team, tips were submitted by patient recruitment and retention experts Kim Ribeiro (AbbVie), Claire Reyneke (Bay Recruitment), Vanessa Montanari (Pharmaspecific), David Nalos (Geronimo! Patient Recruitment), Jacqui Blem and Tori Pratola (Regulus Therapeutics).

Mosio is dedicated to increasing the success of clinical trials through mobile technology. Its mobile software platform offers research sites, sponsors, and CROs an efficient, cost-effective way to extend their outreach and stay connected to participants through interactive, two-way text message alerts, reminders, and surveys.

Download the patient recruitment and retention strategies eBook at http://www.mosio.com/prebook


To learn more about Mosio’s mobile solutions for clinical research, visit http://www.mosio.com or call/text 415-799-4144.

Clinical Trial Recruitment Success Via Text Messaging

Recruitment: the perpetually challenging aspect of clinical trials.

Image courtesy of adamr / FreeDigitalPhotos.net.
Image courtesy of adamr / FreeDigitalPhotos.net.

As one of the most important parts of running a clinical trial (no patients, no trial, right?), recruitment is a large focus for those involved in clinical research.  However, even with numerous proposed strategies for effective recruitment, it seems as though it is still a major challenge that cannot be overcome.

What is the major problem with recruitment?

It takes time. A lot of time. A patient population for a study has to be created, contacted, and convinced that the clinical trial is worthwhile. While some sites have a database listing past trial patients, sometimes it is not large enough to create a significant patient population for a new study. Then, call centers are used, referrals occur, and advertising takes place, adding more time to the recruitment process.

What is wrong with recruitment taking a lot of time?

There is nothing innately wrong with recruitment taking time. In any scenario, it is a lengthy process. However, to meet screening and randomization deadlines, a quicker recruitment period is helpful.

Additionally, as reported by Nariman A. Nasser, Director of the UCSF Participant Recruitment Service, almost 2/3 of potential patients are lost to follow-up because they do not hear back about their study eligibility quickly enough. This can happen when sites focus on making all of the recruitment calls first before making any follow-up calls, when pre-screening or screening appointments aren’t scheduled in a timely fashion, or when there are not enough staff at a site to effectively recruit while performing other job responsibilities.

What is the solution?

The solution lies in the back pocket of future patients: the mobile phone. Text messaging has proven itself as an effective means of communication across age groups, genders, ethnicities, locations, religions, and more. It works for everyone.

Whether or not these future patients have smart phones, text messaging is a possible means of communication. Furthermore, Nasser also reports that 5.5 billion people worldwide are mobile subscribers; in the U.S., this is 91% of the population. Read: 91% of the population can be reached via text message for clinical trial recruitment!

Text messaging is fast – and significantly faster than the traditional recruitment phone call. Texting makes it possible to reach a larger number of potential patients by text and perform immediate follow-up with less staff. Screening visits can be scheduled and eligibility questions can be answered via text. Really, text messaging can aid in all aspects of recruitment! If you are looking for a recruitment strategy that has proven positive results, consider texting; you never know who you might be able to reach.

Interested in seeing how text messaging would affect your recruiting strategy? Visit http://www.mosio.com/research for more information and a free consultation/quote.

Author: Emily Waller holds an Honors B.S. in Biomedical Engineering, has worked on numerous clinical trials, and as a medical & technical writer.  She writes to promote innovative ideas in healthcare, technology, and research within the online community.  She also loves photography, neuroscience, and household DIY projects.

Clinical Trial Promotion and Subscription via SMS

Image courtesy of adamr / FreeDigitalPhotos.net.
Image courtesy of adamr / FreeDigitalPhotos.net.

SMS and Email Subscriptions: A Case Study

SMS has the ability to considerably increase email signups.  At least, that’s what a Zettasphere case study reviewed by Tim Watson, an independent email marketing consultant, showed late last month.

In the study run in the United Kingdom, Deal Monster created an ad for £5 off of first purchase.  This ad was placed in a local newspaper for a few weeks, and either stated that the deal could be claimed via web signup link or by texting an email address to the number ‘84101’. By the end of the study, SMS created 3.3 times more signups than the web link.

Watson believes that the reason for the shining SMS performance is clear: “Time and time again I see that making processes simpler, faster, and more immediate improves conversion.” SMS does just that.

SMS Promotion and Subscription in Clinical Trials

SMS provides a direct, concise, and easy way to relate to another person.  It is always available, trustworthy, and convenient.  This is why SMS is so vital in clinical trials: SMS allows patients to easily access trial information, including sign-ups and prescreening questions.  Imagine if your sign-ups for a trial increased more than threefold… Your recruitment would be outstanding!

There is a clear benefit to having SMS as an available option for potential research patients. In his article, Watson provides suggestions for using this “SMS-2-subscribe” approach by using offline touch points. These points provide exposure so that potential patients are able to ‘subscribe’, or sign up, to receive trial information.  Watson’s suggestions include printing on receipts, posters in waiting areas, exhibitions, auditoriums, live screens, and print materials. The idea is to provide as many avenues as possible to get future patients connected with your site via SMS, a mobile technology that is used at least daily.

Increasing offline touch points to drive home subscriptions via SMS can only benefit a research site.  With the simplicity and immediate connection that SMS provides, trial recruitment could be increased significantly! How do you think that your recruitment numbers could change?

Want to know more about using SMS in clinical trials? Head over to http://www.mosio.com/research for more information and a free consultation/quote.

Author: Emily Waller holds an Honors B.S. in Biomedical Engineering, has worked on numerous clinical trials, and as a medical & technical writer.  She writes to promote innovative ideas in healthcare, technology, and research within the online community.  She also loves photography, neuroscience, and household DIY projects. 

SMS Text Messaging is Key as Clinical Trials Patient Engagement Tool


At the start of this month, Eric Lazar, VP of Mobile CRM, wrote an article titled, “Why old-school SMS is still a powerful mobile marketing tool.”  In the article, he outlines the slight obsession that the general population has with mobile technology. Okay, make that a huge obsession.

Lazar brings up nomophobia, a fear of being out of mobile phone contact. Yes, that exists! Apparently, more people would rather stop brushing their teeth for a week than give up their mobile phone. Paired with the finding from an eMarketer & comScore study that participants use their phone overwhelmingly more for texting than any other application, it is clear that SMS is the perfect avenue for marketing.

Marketing… in Clinical Trials?

Marketing can help cure people. It is an effective way to let people know about clinical trials, get participants involved, and retain patients on studies.  As Noel Chandler, CEO and Founder of Mosio, Inc., says, “Recruiting and Retention is a challenge in clinical research that will remain and the fix is and will always be marketing and relationships. Patient engagement.”  The best way to reach out to current and potential participants is to use the technology that they cannot live without – SMS.

An SMS Call To Action

Lazar brings up the ‘SMS to the rescue’ point of view in his article: SMS call-to-action messaging is the easiest marketing strategy.  These messages are simple, clear interactions with people, at the request and with the permission of the participant. This is a no-spam system because the participant elects to receive messages.

Here’s one scenario: A woman with Type II Diabetes is sitting on the bus on her way to work. She is feeling let down and worn out because her medications do not seem to be helping her anymore. She sighs, glances upward, and finds an advertisement for a clinical trial using a new combination of FDA-approved diabetes medications. On the advertisement is a number to text for more information; so, with a smile, she pulls out her phone and types in the number.

Simple. Clear. Action.

SMS As A Communications Gateway

The first text is only one of many possible interactions. SMS is an easy way to obtain email addresses, set up pre-screening appointments, or answer short questions and concerns about clinical trials.

On a deeper level, texts can hold pictures and videos, or link to websites or surveys.  If you have a short video clip relating to the trial, a text-friendly informational photo, or a link to your website, it can be included in SMS marketing strategy. Lazar describes the SMS gateway, “SMS becomes a truly interactive medium of push and pull to deliver information, tips… alerts and rewards… contests, surveys…”

Texts aren’t just a one-dimensional entity. Patient information and interest can be gathered, conversations can be started so that potential patients can receive the help that they need, and clinical trial information can be more widespread.

Connecting and Engaging

Patients are connected and engaged through SMS; they are more involved and more committed to clinical trials. This is the best way to increase both recruiting and retention – by marketing specifically to those in need for a particular clinical trial and providing an easy avenue to keep communication open.  After all, isn’t communication the best way to build and keep a working, steady relationship?

Learn more about integrating SMS into your clinical trials with Mosio, Inc., and get a free consultation/quote at http://www.mosio.com/biz/solutions/research.

Author: Emily Waller holds an Honors B.S. in Biomedical Engineering, has worked on numerous clinical trials, and as a medical & technical writer.  She writes to promote innovative ideas in healthcare, technology, and research within the online community.  She also loves photography, neuroscience, and household DIY projects.

4 Studies in Favor of Using Mobile Phones in Cognitive-Behavioral Therapy

Cognitive-Behavioral Therapy, or CBT, is a highly effective therapy used to treat or alleviate everything from smoking cessation to anxiety disorders. Recent research has investigated how mobile phones could be utilized in CBT with some very promising observations.

  1. A community health center incorporated mobile phones as part of a 12 week anti-obesity weight loss program by sending weekly SMS messages about diet, exercise, and behavior modification. About half the participants completed the program and of those, over two-thirds had a reduction in waist circumference.
  2. One study set out to use a mobile app to deliver a computerized CBT program for depression without accompanying therapy and minimal instruction. The researchers had success with almost 2 out of 3 participants completing the program and experiencing significant benefits with their depression both at completion and 3-months following the end of the program.

    Mobile phones can be an important integral part of your next cognitive-behavioral therapy program.
  3. Still yet another study including SMS messages as part of a CBT program confirmed that the use of mobile phones is practical for low-income individuals. Furthermore, the study also received optimistic feedback about the SMS messages that suggested an improvement in self-efficacy. The text portion was so successful that some patients specifically requested to not be removed from the messages and after completion of the program, a few patients asked to keep receiving the SMS messages.
  4. A review of multiple studies using mobile phones described them as “an ideal treatment augmentation/delivery device” due to their numerous benefits like familiarity, ease of use, and widespread popularity. Other benefits include delivering coping statements, sending recommendations for care, near real-time monitoring, prompting homework completion, and even increasing therapeutic alliance through the perception that the practitioner is more supportive by being easily contacted.

Given the broad utility of both CBT and mobile phones, it is very encouraging to see that research is finding many advantages in using mobile texting and applications to enhance CBT to both the benefit of both patients and practitioners.

5 Patient Retention Tips for Clinical Trials

Screen shot 2013-09-26 at 10.01.46 PM

Patient retention is one of the most problematic parts of clinical trials.  Often, tote bags, water bottles, and pedometers are the go-to for increasing retention.  However, retention is a multifaceted situation in which site research staff are the main players.  Here are five simple suggestions that staff can employ to increase patient retention:

Boost Patient Morale

The most important part of pharmaceutical and medical device research is the patients; let them know this.  They are helping others by participating in clinical trials, and are enhancing healthcare.  With this sense of purpose, patients will want to see clinical trials through until the end.

Build Relationships With Patients

Patients will want to answer phone calls, return messages, and come to follow-up visits if they have relationships with research staff.  Instead of monotonous, go-through-the-motions visits, engage your patients with conversation and be interested in what they have to say.

Be Available

If patients know that study staff is available to answer questions, help when adverse events occur, or clarify concerns, they will feel safer and more content on a study. Thus, they will stay on the study longer.

Screen shot 2013-09-26 at 10.05.19 PM

Be Respectful

Drug dispensing, diary writing, and adverse event reporting do not come easily to all patients.  Patients come from many backgrounds, and all deserve to be treated with respect.  Be easygoing, supportive, and courteous when a patient needs help in any situation.  Disrespect is one of the easiest ways to decrease patient retention.

Gauge Patient Satisfaction

Satisfied patients come back for study visits.  To gauge patient reaction to the study, site, and staff, consider periodic surveys via paper, website, or text.

In an article on Life Science Reader, Diana Anderson, President and CEO of D. Anderson & Company, says, “There are logistical, educational, emotional, and physical barriers to retention from a patient perspective, and study staff need to identify these barriers and create ways to overcome them.”  Site research staff is responsible for patient retention, and can make or break research studies.  Luckily, there are many feasible ways for staff to make patients feel valued and satisfied in clinical trials.

Looking for an easy way to keep in contact with patients and run patient satisfaction surveys? Find out more about Mosio for Research at http://www.mosio.com/research.

Author: Emily Waller holds an Honors B.S. in Biomedical Engineering, has worked on numerous clinical trials, and as a medical & technical writer.  She writes to promote innovative ideas in healthcare, technology, and research within the online community.  She also loves photography, neuroscience, and household DIY projects.