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.

3 Event Solutions Made Better Using Text Messaging

There are many important events where the audience joins in to solve a problem or to discuss any important concern. During this type of event, everyone in the audience is welcome to join in the discussion, represent their thoughts and give opinions. However, most events are not engaging enough. Some people are too shy to stand up with microphone to ask questions, share feelings or share an issue or any concern with everyone else at the event. At the same time, some people may miss the event because of a change in the event venue or time. Gathering information, performing a survey, or collecting feedback on any issue from event participants is not always easy because of low engagement. Text messaging is one of the best event solutions that can increase engagement at events.

1. Increase Audience Engagement

Text messaging is a good way to make an event engaging because more attendees from the audience can ask questions, and share opinions at the same time, without needing to wait for their turn at the microphone or podium. The more conservative and shy attendees will also not generally want to stand in front of everyone to ask their question or share an opinion. As a result, not everyone will get to share their feedback at the event and some attendees will leave with frustrated after the event. By using text messaging, anyone with a cell phone can participate in the event discussions and share their feelings, questions and feedback in complete anonymity. This helps both attendees and event organizers ensure that engagement at the event is highest it can be. So, the way will be helpful for both the event and attendees.

2. Last Minute Alerts and Announcements

Sometimes an unforeseeable circumstance will cause the date of an event, or the venue of the event to be changed at the last minute. It can be difficult to get in touch with everyone who was going to be attending the event to make sure they have the updated and correct information. Text messaging is an excellent event solution to help distribute vital information for an event. Over 98% of people have a mobile phone and can receive text messages. This means that not only can they participate easily, they can get important updates, or even next event venue locations.

3. Collect Feedback from Attendees

Text messaging can augment event solutions, especially where event organizers may want to collect feedback from attendees to see how they may make the event better in the future. It allows anyone with a cell phone that can send and receive messages participate, get important updates and information, and give feedback via surveys. Normally, a person would need to write something down on a piece of paper, or use a special piece of equipment in order to participate. A lot of people don’t want to go to the trouble to participate if it isn’t extremely easy for them. Text messaging as an event solution solves that issue.

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, 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 a 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

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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.

Mobile Health News: Making It Easier For Patients and Physicians, ECG into your mobile, Health App Lets Doctors Offer Advice Via Mobile

Health App Lets Doctors Offer Advice Via Mobile

As mhealth emerges, there is no doubt that we’ll hit a few snags that may cause issues and problems along the way, but there is also no doubt that mhealth could prove to be a very handy tool for our every day lives. A group of doctors have developed a free mobile app called iTriage that helps patients to keep an eye on their own health conditions and check in with doctors for any help they may need. Doctors can offer advice on a patients health via the app, giving communication between both a patient and a doctor even when neither are in a medical facility.

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Mobile Healthcare Technology Making It Easier For Patients and Physicians

A new app allows you to monitor your own blood pressure with a piece of equipment that can be bought for just $89. You’ll be able to make a report of your health with your blood pressure included and then send it straight to your physician who can then check for any signs of health issues and then send another report straight back to you. This allows for a quick method of communication between a patient and a physician and will help to make sure everybody can keep track of their health with ease.

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Text Messaging News: Texting program targets new moms, Health messages to be sent via cellphone, LAUSD Students Share HIV/STD Statuses Via Text Message

Texting program targets new moms

A new texting program gives tips and information for new upcoming mothers to ensure that they have the best start they need to looking after their first baby. It can be a daunting process, and any help that a mother can get is often needed. The new texting program aims to provide three text messages a week to mothers in New Mexico in the attempt to help mothers keep an eye on the health of themselves and their babies. The texts are also sent out for free, which is always a great thing.

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Social Media, Texting Best Ways to Talk to Young People About Mental Illness

Mental health is an issue that in our opinion needs to be discussed with young people more often so that they understand why they may be feeling a certain way when growing up and why they should be considerate of others that may be feeling a certain way as well. It is not often easy to teach young people about certain topics when their minds are often elsewhere, but it seems the best way to communicate about topics such as mental health is  through what young people know best- texting and social media platforms.

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mHealth News: Mobile phone health schemes ‘could save Europe €200 billion’, EHRs could use an infusion of mobile technology, Canadians eager for more virtual, mobile healthcare solutions

Apps like Bant (shown above), a free app under development by the University Health Network in Toronto, allow Type 1 diabetes patients monitor their blood sugar levels to help manage their condition.

Mobile phone health schemes ‘could save Europe €200 billion’

Not only can mhealth be convenient for both patients and doctors, but it could also prove to be very cost worthy too. This article by the Telegraph states that mobile phone health schemes could save Europe 200 billion euros. The savings are for many reasons but one of the major contributors is because of the ability to shorten the amount of doctors needed within the workplace by allowing patients to keep track of their own health and communicate with doctors outside of medical facilities. This is especially important for the elderly that previously would need to make multiple trips to the doctors to keep an eye on their health.

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Hmm, you do look ill. I prescribe a good dose of mobile data

If everybody were to use mobile health applications to help keep track of their own health and fitness, doctors across the world would easily be able to keep track and monitor data on the human race’s overall health, causes for health conditions, and treatments that are most effective. Patients could also benefit from this data by being able to make the most out of the treatments available by knowing exactly what others with similar health conditions do to keep healthy.

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Text Messaging News: Texting service for expecting moms, Digital Way to Share STD Status Now Available in LAUSD, Service lets kids report bullying via text message

Photo©Reuters

Digital Way to Share STD Status Now Available in LAUSD

A new service has been created to help sexually active people have safe sex. Users of the service will be able to share with one another their own status in regards to sexually transmitted diseases straight from their mobile with the tap of a button. This service has been mainly targeted at young people who may not yet understand the importance of having safe sex. By using smartphones to share this information with one another, young people will feel right at home.

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Service lets kids report bullying via text message

Bullying is never a nice thing to experience, and many helplines out there are available to help those in need of help. A new service will allow children to quietly report to school officials if they are being bullied or if they’ve witnessed bullying themselves through the use of their own cell phones. Kids will be able to text a number for free to alert teachers about any bullying occurring. We think this is a great step to take as children at school can often feel pressured and too scared to make contact with an adult in person.

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Texting service for expecting moms

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Text Messaging News: Flying by Text Message? OMG!, Kalamazoo-area smart phone users warned of tornado threat, Counselling via text messages

Kalamazoo-area smart phone users warned of tornado threat, whether or not they asked to be

Whilst technology is growing to better predict upcoming natural disasters, for many people there’s often not a warning before something actually happens. One solution to this problem is to send out a message to everybody in the area as soon as a natural disaster, such as a tornado, is predicted to hit. That is what happened to an area in America as locals were surprised to find a message received on their smartphones warning them of an upcoming tornado and to seek shelter. Seeing as smartphones are on our personal selves so often, it makes for a perfect use for sending out emergency warnings.

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Flying by Text Message? OMG!

Okay, so while texting whilst driving may be considered unsafe, pilots in Canada are turning to their mobile phones more often to send and receive texts while flying. However, instead of chatting with friends or texting home to ask what’s for dinner, pilots are communicating with each other to help them learn of any unpredicted change in flight paths to ensure there aren’t any collisions. This is a bit strange when the opposite happens on the road back down on Earth.

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Dinner Made Easy Program is Made Easier with Text Messaging Aimed at Families in Need

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Counselling via text messages

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SMS-based literacy programme: Education may be just a text message away

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mHealth News: Bridging the gap in health services delivery, Advanced Remote Patient Monitoring Systems, Mobile – A Bridge Across The Gender Divide

On-Demand Telemedicine Saves Lives and Saves £30K Per Patient

By being able to see and communicate with patients immediately via video telecommunication, the NHS in the UK has said that they are capable of saving £30k per patient! It sounds like a lot, but because of the quick communication between a doctor and a patient, those suffering from certain conditions or illnesses can use the doctor’s advice to avoid damaging themselves further. This is especially relevant in the case of  strokes, heart attacks or seizures, and will also help many other patients who are suffering from illnesses and could benefit from on-demand help.

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Mobile – A Bridge Across The Gender Divide

It’s always nice to see an insight into the lives of others across the world, even if the insight isn’t 100% positive. It can still help us to learn and better ourselves across the globe. A professional in the field of medicine documents her story in Egypt and her notice of the rise of technology involved with health care and treatment. She mentions how it has managed to improve the wellbeing of those in various countries, particularly those who are pregnant. It’s clear to see that mobile technology is helping to improve health care greatly, and there is still a lot of work that can be done.

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Bridging the gap in health services delivery

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Text Messaging News: Texting for better health, Tips to be taken via text, Text reminders help seniors improve medication adherence

 

 

Tips to be taken via text

If you live in Monmouth and want to lend a helping hand to your community you can now text in to the County Sheriff and “tip” them of anything you may think seems a little dodgy in your area. Although the Monmouth police department still advises to call 911 when involved in a crime in progress, you can text to report less serious crimes and advise police officers about anything you may think needs checking. Whether someone has stolen your bike, or there’s an argument over the road that sounds a little too aggressive, you can text in anonymously and your tip will be sent to a computer at the police department.

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Whatever way you look at it, texting can build business

Although Txting lyk ths isn’t going to help your business anytime soon, being able to text within your business to those working with you can help speed things up around the office. Whether you need someone to bring up your coffee from downstairs, or need to quickly relay some information to another colleague, using SMS is a sure-fire way to get your message across as soon as possible. The cost is also a whole lot cheaper than many other forms of communication, and there are even plenty of free IM alternatives designed for smartphone too.

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Mobile Health News: Innovative Medical Apps, Siberian smartphone device texts ovulation alerts, Telemedicine helps treat patients in Acadiana

Siberia

Mobile technology could save billions of dollars on health care costs

Who’s keen for the idea of saving billions of dollars? Everybody we hope! Being able to cut costs without cutting corners can really help the daily lives of you and everybody around us by allowing governments to spend money elsewhere on other important aspects. By using mobile technology and mhealth, we may be able to save billions of dollars on health care costs. Not only that, but mhealth won’t affect anyone negatively, and in fact will do the outright opposite by allowing patients quicker routes to communication with a doctor and other tools to help them keep track of their own health.

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Siberian smartphone device texts ovulation alerts

Although we all have a planned date to have a baby, it’s unlikely you’ll give birth on that exact date. For this reason it can be a little scary to be close to giving birth, especially when you have a lot of things to do. It would be nice to be ready to give birth in a comfortable environment and a smartphone technology being developed in Siberia may be able to help pregnant women with this. The technology can track a few bits of information to predict the best and most likely time for birth and will even text out alerts at the beginning of ovulation.

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mHealth News Byte: In South Africa – Using Mobile Technology to Improve Maternal Health Access, Mobile Technology Is Transforming Healthcare, Growing ‘App’etite for Mobile Health

In South Africa, Using Mobile Technology to Improve Maternal Health Access

This article highlights an amazing story about a first time mother in South Africa that uses routine text messages from her local doctor to learn more about how to look after her child and what the best tips and hints are to look after her child the best way she can. There are also some messages to help teach mothers how to determine whether their baby is ill or not. The mother manages to save time by not going to the doctors each time she has a question, as most of them are answered in the text messages. This technology could be adapted and used worldwide, and could even send different text messages depending on the stage of development in the babies life.

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Mobile health technologies to rapidly test and track infectious diseases

Many around the world will say that prevention is the best form of cure, and it is very true. The earlier you can spot signs of an illness and deal with it, the less time the illness has time to spread to other people. Scientists in in Newcastle are developing a technology that can work as an early warning system that can use the internet and mobile phones to help track serious infectious diseases.

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Mobile Technology Is Transforming Healthcare

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Brazil slum study says mobile health technology could provide savings, improved care for poor

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Text Messaging Newsbyte: Treating Asthma With Text Messages And Autism With Social Media, Mobile App Helps in Weight Loss Program, Using Mobile Phone Technology to Ensure Fair Voting in the Middle East

Treating Asthma With Text Messages And Autism With Social Media

By using a simple text reminder, asthma sufferers are reminded to take care of their condition and take any medicine if they need it. This little reminder also makes sure that anybody with asthma isn’t left without their inhaler. Social media is also being used to help those with autism by slowly integrating them into social environments through controlled social websites like groupMe. This is proving to be very handy for those with types of autism like Asperger’s syndrome that limits a persons wants or needs to involved socially.

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Text messages and peer mentoring help the college transition

By allowing students to contact each other for help through text messaging, peers can mentor other students on how to keep up with the transition to college. Text messaging is usually a private ordeal so it allows students to talk to people who they may feel uncomfortable talking to in person when on college grounds and this gives space for students to discuss issues with peer mentors and then hopefully feel more comfortable with living in the environment they study in.

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County to expand texting program for mothers

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Text Messaging News: Solving the customer service gap through mobile innovation, Texting Becomes a Health Tool in Kenya, Schools turn to smart phone apps in bid to identify bullies and help victims

Text Messaging Tip Program Launches in Monmouth County

Mobile-enabled payment systems improve services revenue collection

Currently shaking an expensive smartphone in the air does nothing other than provide a friend for the shiny watch that may be sitting on your wrist, however many businesses are looking in to making a show of your smartphone even more meaningful. By using NFC, or near field communications, businesses like the water utility company in this article will be able to receive payments through a simple physical exchange from a smartphone. There are a lot of issues to deal with before making this a safe system, but mobile payment could become  debit and credit cards of the future.

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Texting Becomes a Health Tool in Kenya

Thanks to mobile phones, and in particular inexpensive text messaging, those living in Kenya and other parts of Africa can now communicate quickly with one another. This becomes a very important tool for many reasons, but the most emerging use for texting involves health. By sending messages back and forth, Kenyans can keep an eye on one another’s health and make sure they are doing the best they can to stay healthy.

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Monmouth County Sheriff’s Office launches text messaging tip line

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