Customer Feedback per SMS - How it works
 

Registration

  1. You register for Survey per SMS.
  2. First of all we will assist you to determine which questions will be most appropriate for your industry, in this example a restaurant. We will also assist you with the design of the questionnaire.
  3. We then continue to register your questions and the possible selections on the Survey per SMS system.
  4. Should you wish to implement the survey at different Branches we then proceed to register them. Every Branch will also be related to a Group. Both Branch & Group managers will have access to their survey results online. Branch & Group managers will therefore be responsible for managing their own data thereby distributing data management.
  5. You decide if you would like to notify Head Office, Groups or Branches (or everyone) of any specific responses received. In this example we will notify the Branch/Restaurant manager via SMS & Email if any of the following responses has been registered:
    • Extremely Poor or Poor Service
    • If the customer won't recommend the restaurant to others
    • If the customer won't return to this restaurant
  6. Depending on the type of response received, we customise the SMS message that is automatically returned to the customer.
  7. That completes the registration of a new survey!

Restaurant Questionnaire

SMS Screenshot

Receiving Feedback (Using the Restaurant example)

  1. The questionnaire is presented to the customer and the SMS above is sent.
  2. The information is received by the Survey per SMS system within a second and processing begins.
  3. The customer immediately receives a reply SMS depending on the type of response received.
  4. The system determines that the Branch/Restaurant manager should be notified about the Poor service etc. He/She immediately receives a SMS & Email notification containing the customers' details.
  5. The customer can now be contacted for the issue to be resolved.
  6. The Branch/Restaurant manager log into his/her online account to see the graphically represented survey results.
  7. Head office log into their account to view the survey results for all the branches/groups.
  8. Thousands of similar responses are registered without creating any additional administration!