The Survey Process
Your customers have tremendous influence on the long-term success of your business. Social media and online review sites mean that a customer’s experience with your company can go viral. Now more than ever, it’s important to be proactive with your customers and understand the experience they had with your company.
Determining whether your clients are truly satisfied with your work isn’t easy. To get an unbiased assessment of your performance, you need to remove yourself from the equation and invite a third party to gather customer feedback on your behalf.
Surveying your customers via email or SMS can help you better understand your company’s strengths and weaknesses and improve the quality of your service.
Surveying Process
On your behalf, we reach out to your customers via SMS text message and/or email.
SMS Surveying
Before we can initiate SMS surveying, we ask that you sign a permission form allowing us to text your customers. If you are interested in SMS surveying, your Account Manager will send you the form to sign.
As long as your customer information list includes mobile phone numbers, we typically start with an SMS survey campaign first. The response time is typically much quicker than email surveys. The average SMS campaign is completed within nine days.
In an SMS survey campaign, we will send out an initial text message requesting feedback. If the customer replies, they receive a thank you message. If they don’t reply to the initial message, they’ll receive a reminder text seven days later.
Read more about our SMS survey process.
Email Surveying
If there are unused customer names and contact information on your list after the SMS campaign (or if you decided to survey via email only), we will launch the email campaign. We send out a maximum of four emails: one on the first day of the campaign, and then reminder emails on days 6, 13, and 60. Customers will not receive follow-up emails once they’ve responded to the survey.
Please note: It can take up to 60 days for all attempts to be made (if needed) dependent on weekends/holidays.
Read more about our email survey process.
Additional Questions
Please let us know if you have any additional questions. Send us an email at [email protected] or call us directly at (877) 906-7575.