Technology · Digital marketing

Looking for a Text-Based Customer Survey platform. Now we email/call clients for feedback. Ideas?

Victoria Amador Co-Founder & CEO at Boston's Best Commercial Cleaning, Tremendous Maid & Discover Vedas

December 11th, 2015

We currently we email or call our clients to ask for feedback -so i am thinking that a text based will help to increase amount of responses. I also want something that is not very 'manual' --otherwise it would defeat the purpose of the technology...meaning that it can take just a couple of minutes per day to dispatch a mass text survey to about 30 clients per day or more. The text surveys will be sent to regular clients as well as one time clients.  Any ideas / recommendations? Thanks!

Benjamin Olding Former Co-founder, Board Member at Jana

December 11th, 2015

Hi Victoria - have you thought about using SurveyMonkey?  On the web, they are at

I'm just kidding...  I did read your post.  SMS-based surveys are more complicated than you'd expect (or rather, they get very complicated as soon as you want them to be interactive; the web is much closer to a piece of paper, which is what people usually think of as a survey) and the market is kind of small, so there have not been a lot of tools developed for it.  We built our own at one point, but abandoned it with the rise of smartphones.

The biggest market for it currently is non-profits in developing world, but even there smartphones are slowly taking over (well - smartphones have taken over, but data is still not widely used, so SMS still rules there).  Some tools have been built on an open source project called RapidSMS (  I doubt these will work for you exactly and I doubt you want to get into the business of maintaining your own code for SMS surveys.  However, try networking to some of the people you see connected to that project through LinkedIn, and they will likely know of a reasonably priced paid solution for you.  They do this sort of thing everyday, just not in the US - so the technology is out there, and has been out there for a long time at this point; it's just not popular.

If you can reduce your "survey" to just one or two multiple choice questions, you can potentially use a poll instead of a survey:  However, it's not the intended usage... so it's likely not going to work exactly like you want.

Alternatively, you could re-purpose a call-flow system to conduct a survey:  

Even though what you want is pretty basic, the problem you are going to face is that few people really need it at this point...  So you're going to have to be looking for a small business that does this sort of thing (meaning you need to find them by networking) or find a more complicated solution aimed at a broader problem you can simplify.

There are larger companies that do market research like Qualtrics and Mosio that offer niche technology solutions... but their pricing may be prohibitive for your application.  You might try to find someone like this: who is clearly a much smaller player.  Never heard of them though - no idea if they are reliable.

Good luck!

Ben Gamble Lead Developer at ViewRanger (Augmentra Ltd)

December 15th, 2015
An in email solution that requires nothing else. You email your audience, Ask naturally gets you your response from the replies. No links to other websites or anything else. 
It's also free at the moment.


December 14th, 2015

Victoria, you are correct SMS surveys are a good option for your use case.  The Sensorpro platform supports both email+sms survey deployment & are fully responsive for mobile devices. What clients like about this option is that you can tell if the SMS link was clicked or not (usually a metric not available for sms only options) and is side-by-side on the dashboard with your email open metrics. Supports sending reminders etc see -Chris.


December 14th, 2015

I forgot to add that for multi-lingual scenarios, clients like the fact that they have just one survey design for multiple language deploys, with built-in translation editor

Jim Lundy CEO and Lead Analyst at Aragon Research Inc.

December 19th, 2015

@Victoria -Check out Heywire a startup in Boston. A few large shops are using them. They were named as a Hot Vendor by Aragon Research for their innovation in SMS messaging.


Kenneth Momanyi Entrepreneur | Founder @TextWik

Last updated on October 17th, 2017

TextWik is the No.1 Industry-Leading bulk SMS Marketing and integrated email marketing software with robust features in one simple solution built for marketers to instantly reach and engage their targeted audience, increase traffic and boost sales.

Connected to over 200+mobile carriers globally so that you can send bulk SMS to your customers wherever they are with affordable rate. Our SMS pricing is based on the destination and type of message you’re sending and our pay-as-you-go pricing gives you a fair price no matter what destination you’re sending.

How to Start with Sending SMS Using TextWik

Create an account, your password will be emailed to you upon registration

  1. Login to your TextWik Control Panel
  2. Choose a global SMS-capable number to reach mobile phones to your destination
  3. Enter your recipients phone numbers or select a group of recipients
  4. Type Your short message on your message panel
  5. Click Send and your message will be sent immediately to Vietnam or worldwide.

*Upon creating your account you get 100 FREE SMS to test how our system works .

At TextWik, we strongly encourages customers to review proposed use cases with qualified local legal counsel to make sure that they comply with all applicable laws.

The following are some general best practices:

  • Get opt-in consent from each end user before sending any communication to them, particular for marketing or other non-essential communications.
  • Only communicate during an end user's daytime hours unless it is urgent.
  • SMS campaigns should support HELP/STOP messages, and similar messages, in the end user's local language.
  • Do not contact end users on do-not-call or do-not-disturb registries.

TextWik- SMS Marketing Software Features include:

  • Bulk SMS - Bulk SMS messaging is a legacy description for application-to-person SMS messaging services. It refers specifically to the sending of large number of SMS messages to the mobile phones of a predetermined group of recipients. A defining characteristic of bulk SMS messaging is that businesses and organizations can make use of one or more solutions to send and receive SMS messages, namely; a mobile phone application, a software program, a web interface, or integrate an SMS API with their website or system.
  • Unlimited Mobile Keywords - Mobile keywords are an element of mobile marketing campaigns to appeal to a certain target market. You get access to unlimited keywords! People can sign up for your text marketing by texting in a keyword. with streamlined process and made it incredibly intuitive to get your message out TextWik stands out. Whether you're at a computer or on the go, you'll have no problem sending your texts.
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  • MMS / Picture Messaging - We have added MMS capability! MMS brings the best of email and urgency of SMS to your customer communications. Paint the whole picture with rich media on every mobile phone, with near-100% open rates and fast response times.
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  • Contests - Create SMS contests to engage and reward your customers. An invaluable tool for keeping your current customers happy and engaged and staying with your marketing campaigns.
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  • Website Signup Widgets - Allow potential customers to join a SMS marketing list through a web based form that is placed on a website. This provides yet another cost-effective avenue to reach and attract new consumers.
  • Polls - Create text-to-vote polls to keep your subscribers engaged and interested in what you should offer as well as collect valuable information and gain insight into what they want and need from you.
  • Mobile Splash Page Builder - Perfect for users that want to create their own pages with video, images, or any HTML and then send those page URLs out to their subscriber list to view. Equipped with a full-featured HTML editor.
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  • QR Codes - Generate QR codes to bridge your offline marketing campaign to the online medium. Our software comes equipped with new subscriber and web page URL QR codes.
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  • Voice Broadcasting - Broadcast a voice message out to your contacts! Either type in a message and the system will convert the text into voice, or upload your own message via a MP3 file. Another great way to communicate and keep your contacts engaged in your offerings.
  • Upload Your Subscriber Lists - Have an opt-in SMS list from somewhere else that you want to migrate over? Provided you have explicit written consent from your subscribers that they agreed to receive messages from you, you can upload your list as well. We've made that processes incredibly easy!
  • Voicemail / Call Forwarding - Voicemail and call forwarding capability. Have the option to have your calls go directly to voicemail, where you can then listen to them inside the control panel, or have your calls forwarded to any number you wish!
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  • Sticky Sender – when rotating through the numbers in a user account so that contacts will always receive the message from the same long code number instead of a random one. Even if you are rotating through multiple numbers in a user account when sending bulk SMS, your contacts will always receive the message from the same local recognizable phone number to create a consistent experience and increase response rate, maintain conversation history, and establish a true local presence!
  • Email Marketing Service Integration – Integration to some of the major email marketing services. We now have integrated with Mailchimp, AWeber, GetResponse, ActiveCampaign, and SendinBlue. Now, any time a new contact provides their email address, either through the web widget sign-up form, texting it in(if email capture is turned on), kiosk, or if you add one manually, their email address will get added automatically to whatever email list you select in your email marketing provider.
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  • Manually Unsubscribe Contacts – You can manually unsubscribe a contact from the contact’s list. Previously if they called into your support number asking to be removed or mentioned in a 2-way chat asking to be removed from the list, you could only delete them from your contact list. Now instead you can unsubscribe them, which keeps them on your list to maintain a record of that specific contact, but still prevents them from receiving any future messages.

On a Final Note:With TexWik creating and sending out powerful SMS/MMS marketing campaign faster. The impact of your campaign is instant for a lower budget, this accounts for both the cost and value for your business.

Dan Gaffey Director of Direct to Consumer at Peju Province Winery

December 11th, 2015

We use it's a cost effective, cloud based survey tool that should meet your needs. Kind regards, Dan

Richard Pridham Investor, President & CEO at Retina Labs

December 11th, 2015

UPDATE: I just took a quick look at SurveyMonkey, QuestionPro, KeySurvey, SurveyGizmo...none offer any of the SMS-based survey features you're looking for. They only offer "mobile compatible" surveys which is essentially a browser-based survey adapted for mobile devices. None offer any ability to send a text message with a mobile compatible link either. So you will have to look elsewhere. A few years ago, I remember talking to a company South Africa that has an SMS-based tool. I'd have to look at my archives to see if I can find the info as I can't recall the name of the vendor.

Incidentally, in South Africa, the only way to reach consumers is via text message as most of the population do not have smartphones...just cell phones with text messaging.

Richard Pridham Investor, President & CEO at Retina Labs

December 11th, 2015


Victoria: Here are a couple of of SMS-based solutions that are close to what you're looking for. Both in South Africa.
This company offers a DIY solution much like SurveyMonkey. However, they do offer the SMS invites by sending a link to a mobile web survey which is the way I'd go. You'd have to see if their solution will work in the regions where you will be inviting respondents as there are some carrier issues and costs.
The second vendor is more of a customer experience consulting shop but they do offer exactly what you're looking for: 2-way SMS surveys. They "pioneered" the technology. Maybe they can set you up with a program and give you online access to your results and reports.

Both vendors offer multi-mode capabilities (web desktop, web mobiule, sms, IVR, kiosk...).

Good luck!

Victoria Amador Co-Founder & CEO at Boston's Best Commercial Cleaning, Tremendous Maid & Discover Vedas

December 13th, 2015

@Richard --Thanks --Reason why we are looking into SMS is because many of our clients like to receive our text messages to communicate with us --i guess its easier for them to text back ---our email survey works okay but i am hoping to increase the amount of clients who provide us with feedback / survey responses. 

Thanks everyone for the great insights / advices. This has been extremely helpful!