Text & SMS Survey FAQs

Text & SMS Survey FAQs

Are you considering a Text/SMS survey? Please take a moment to review our frequently asked questions.

  • Why use SMS/Text for surveys?

  • How many messages can Telcare can handle?

  • How fast can you send out messages?

  • How do we send you the customer list with the cell phone numbers?

  • Can the survey follow sequential logic?

  • Can the survey follow conditional (branch) logic?

  • What type of questions do these surveys support?

  • What kind of raw data and reporting is available?

  • How much do SMS/Text Surveys cost?

  • Can I get a demonstration?

  • If my customers have given me their cell number, do they still have to “Opt-in” for the survey?

  • Why use SMS/Text for surveys?

    Telcare helps you decide what type of survey method works for your application. Typically, SMS or Text messaging surveys work well and are more cost efficient for a large customer base that is “transactional” in nature. If you want to get a quick read on how satisfied a customer was with a transaction, such as a retail or web-based purchase, a bank branch visit, a customer service call, etc., then SMS/Text surveys are a great tool. For example, you could ask “Overall, how satisfied are you with your visit/purchase today on a scale of 1 to 5, with 5 being extremely satisfied?”

    How many messages can Telcare can handle?

    The SMS/Text platform is capable of handling millions of outgoing and incoming messages daily.

    How fast can you send out messages?

    The system is capable of sending out over 700 messages per second. If you need faster transmission, please let us know.

    How do we send you the customer list with the cell phone numbers?

    Two ways: You can email us the list in any format such as Excel or CSV, and we will import it into our database and kick off the campaign for you. If you have a large volume or multiple kick off times each day, we will provide a secure portal for you to upload your data from an Excel file, and you can kick off your own campaigns at any time of day, as much as you want.

    Can the survey follow sequential logic?

    Yes, we can setup the survey to send the second question after the response to the first question is received, and so on. If the response to the first question (or any subsequent questions) is not received, we can configure the system to send a “nudge” or a different question.

    Can the survey follow conditional (branch) logic?

    Yes, branching logic is available and fully supported. We will work with you to draft and configure the survey with any appropriate logic. For example, if they answer “B” to the first question, you might want them to skip to the third question.

    What type of questions do these surveys support?

    Single response, multiple response, and free form comment types are available, and can be used in combination. However, due to the unpredictability of texting, multiple response and free form cannot be combined in a single question, but single response and free form can. For example, a response could be a number on a rating scale followed by any comment they might have.

    What kind of raw data and reporting is available?

    For the raw data, besides any consumer/demographic information you provide with the initial data record, you will also receive the date/time the questions were sent, the responses (and comments), and the date/time each individual response was received. Our super flexible Online Survey Reports secure site will give you the detailed feedback you need to understand the survey response data. The more consumer/demographic information you provide, the more cross tabulations and “slicing” we can generate in the form of statistical and analytic custom reports that allow you to drill down on the data. For example, you could learn that your northeast locations collectively provide significantly better service to customers purchasing product A, than your southwest locations.

    How much do SMS/Text Surveys cost?

    Most campaigns will carry a monthly fee that depends on several factors, including your messaging volume, the complexity of your campaign, and your reporting needs. In addition, each message sent out to your customer carries a charge, also highly dependent on volume and termination (US vs. International cell phones). Let us provide a proposal for your specific campaign with no obligation.

    Can I get a demonstration?

    Absolutely! We have a small survey already setup that we can show you LIVE just how fast, simple, and accurate the system is.

    If my customers have given me their cell number, do they still have to “Opt-in” for the survey?

    Yes. Opt-in compliance is complex, but we can assist you in with all aspects of this subject. If you are thinking about implementing any sort of text messaging campaign such as surveys, coupons, offers, information alerts, etc., please take a moment to download and review the Mobile Marketing Association’s Consumer Best Practices guide.