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.

How to Make Event Survey Questions Fun, Useful, and Response-Worthy

 Copyright Hannah Morgan via Unsplash
How to Make Event Survey Questions Fun, Useful, and Response-Worthy

Your event is over, and it was a massive success. Or was it? The best way to find out is by sending out a post event text survey. In doing so, you will be able to gauge precisely what your guests thought about the experience, measure their satisfaction, and see if there are any tweaks you can make to make your next one even more successful. This can all be achieved through event survey questions.

The problem is, how do you go about doing this without boring your attendees to death? After all, you want to improve SMS survey response rates, and considering the actual rate of some survey responses hovers around a measly 30 percent, you need to make sure you get as many as you can to fill out your form.

Five Tips to Make Event Survey Questions Fun, Useful, and Response-Worthy

1 – Avoid ambiguity.

When performing text polls after an event, you want to make sure that your questions are eliciting the types of responses you want. To accomplish this, you need to avoid confusing your respondents.

For instance, asking “how would you improve our product” is going to garner answers all over the place. Instead, ask “in which of the following ways do you think our product could be improved.” Then, list the answers so you can easily see what areas need the most improvement. (Be sure to put a “nothing, it is perfect” answer in there as well, of course, so that you can see how many people truly love it!)

2 – Do not create bias by asking leading questions.

Asking a question like “what do you think about the utterly fantastic XYZ” automatically deems ‘XYZ’ as being utterly fantastic. This creates a subconscious thought process that will not allow a fair answer. For better responses, ask people how they would rate ‘XYZ.’

3 – Provide a plausible range of responses.

Just as you do not want to create any bias when asking a question, you also do not want leading answers. For instance, when asking how people would rate the event, it would be a mistake to have the answers saying “it was awesome,” it was fantastic” and “it was so much fun.” These answers are only going to frustrate people. Be honest in your range of answer choices so that your respondents can answer how they really feel.

4 – Do not alienate anyone in your survey.

Say you want to know what vehicles your demographic drives. Providing only “truck, SUV or sedan” as the possible answers will frustrate anyone who drives a motorcycle, hybrid or who does not drive at all. Be sure you provide all possible choices and when in doubt, use ‘other’ along with a way for them to let you know what that ‘other’ is.

5 – Do not be afraid to inject humor.

If we are to be honest, some people love doing surveys, but most do not. They can be quite dull. Don’t be afraid to liven your text polls up to make them fun. Injecting humor in your questions or providing a funny answer can entertain your guests, making them more likely to fill it out in its entirety.

Event survey questions do not have to be dull and boring. By utilizing the above tips, you can make the texts more enjoyable as well as garner responses that help you learn how to improve in the future.

For more information about live audience polling or event survey software, visit: http://www.mosio.com/events

 

Image: Copyright Hannah Morgan via Unsplash

Surveys via Text Messaging = Increased Truthfulness

Surveys via Text Messaging = Increased Truthfulness

Everyone is texting. With their friends, family, coworkers and businesses. It’s officially a comfortable communication method, used more than voice calls for the average American mobile user. But did you know it can actually help provide you with more truthful information when conducting surveys?

During elections, we hear about robocalls and the difference between polling companies because they call mobile phones as well as landlines. We consistently think “what about text messaging?” Besides the fact that it is illegal to randomly pick numbers and begin sending them text messages, we think it is a valuable medium for gathering data, especially from more people. Not everyone has a smart phone and even those who do still text.

Well a recent study from the University of Michigan showed not only that text messaging was a great method of gathering data via surveys, respondents were actually more truthful in their response. A quote from the researcher “so far it seems that texting may reduce some respondents’ tendency to shade the truth or to present themselves in the best possible light in an interview—even when they know it’s a human interviewer they are communicating with via text.”

This is truly an amazing finding. Text messaging can help offer that additional social buffer of “safety” where another person is concerned and it is a medium that is rooted in personal communications.

If you are looking to offer surveys via text messaging, we can help you design and implement a solution that enables live “textchat” responses with interviewers or automated responses. Let us know what your text messaging survey goals are in a free consultation and we’ll put together a quick quote for you.

 

Gather data, feedback, and insights with text message surveys.

Mosio’s text message survey software.