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Customer Feedback per SMS - Advanced Survey

 

What is Customer Feedback per SMS?

Survey per SMS allows you to create an interactive survey, conducted on cellular phones using Short Message Service (SMS). It enables members of public and more importantly, your customers, to provide feedback and opinions on issues most important to you using entirely automated communication mediums. Responses are registered using widely accepted SMS (Text) based technology. The online Management Information System (MIS) automatically summarises the results using graphically rich graphs allowing you to easily view, compare and analyse SMS responses.

A major advantage of Survey per SMS is that no additional administration is required to register the response. The system is completely automated ensuring immediate data/statistics availability allowing you to instantly act on critical business information.

You can register Groups and Branches/Sections to further help classify your responses. Group Managers will be able to login to their accounts, allowing them to view feedback applicable to their Group and also associated Branches. Branch managers in turn will be able to login to their account to view customer feedback for their Branches.

The system also includes an advanced notification functionality. The relevant Branch/Group or Head office Manager can immediately be notified via SMS or Email (or both) should a specific response be received (for example poor service). You're even able to customise the return SMS that is automatically sent to the customer depending on the type of response received!

If you're happy with the feedback you can even go one step further and allow your customers to view your results online! Simply provide them with your Survey ID and tell them to log on to www.surveypersms.com or alternatively place a link on your website which will automatically direct them to your survey results!

If all of this is not enough we even share revenue with you for every SMS received. You can use this additional profit to offer prizes to your customers or incentivise high performing staff members!

System Screenshots/Graphs  

The automated system summarises all the SMS responses using advanced Flash driven graphs allowing you to easily interpret results. These graphs have also been equipped with a unique drill down functionality, allowing you to simply click on a relevant section of a graph to display the associated Numbers, SMS details & Dates Received.

Bar Graph  

Pie Graph

 

System Screenshot

 

Number Details  

 

Monthly Graph  

 

Branch Graph

Case Study (Vodacom/Vodashop)

We performed a pilot project for one month at 4 Vodashops. The pilot project was such a huge success that Vodacom has decided to implement Survey per SMS nationwide in all their stores! The following results were found.

  • 100% of Customers found the service easy to understand and use 
  • 97% said that they would like to see Survey per SMS being utilised at other businesses
  • 74% of Customers in total responded via SMS
  • 85% liked the idea of being able to provide feedback via SMS
  • 100% said excellent service was Extremely important to them
  • 77% preferred using SMS to provide feedback above a Call Centre ( 5% ) or Online/Internet ( 18% )
  • 95% of customers are happy to pay R2.00 to provide feedback (knowing that they are automatically entered into a competition draw)