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 Co-founder, Board Member at Jana

December 11th, 2015

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

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 (https://www.rapidsms.org/projects/).  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: http://www.smspoll.net/  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:
http://www.twhello.com/  

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: https://www.txtimpact.com/text-message-survey/ who is clearly a much smaller player.  Never heard of them though - no idea if they are reliable.

Good luck!

Anonymous

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 sensorpro.net -Chris.

Anonymous

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    http://spo.io/1NPqYnU

Ben Gamble Lead Developer at ViewRanger (Augmentra Ltd)

December 15th, 2015

https://asknaturally.com/
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.

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.

Jim

Dan Gaffey Director of Direct to Consumer at Peju Province Winery

December 11th, 2015

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

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

December 11th, 2015

Sorry --Dan I just want to clarify ....I am looking for messaging text based --mobile platform so clients can get the survey on their cells.

Sorry about the confusion on my part.

Jerome Pineau Digital Transformation Consultant

December 11th, 2015

surveymonkey.com

Rick Ables Business Leader - Entrepreneur - Change Agent

December 11th, 2015

We offer a service that sounds like exactly what your looking for. It is an automated texting engine that looks and feels like it came from your company or you personally. The company is mobilecoach.com

Cristopher Lang MBA Candidate 2015 at UCLA Anderson School of Management

December 11th, 2015

Hi Victoria, I would recommend to use Qualtrics, they can provide either a very good standardised platform or custom made solutions to your needs. Best!