Did you know that SMS messaging has a 98% open rate? Because of this, it has become a popular method for businesses to engage with customers. To leverage this opportunity, companies use it to gain a better understanding of their customers through SMS text message surveys. In this blog post, you’ll learn the best ways to optimize your SMS surveys and what scenarios you can use them for so you can get the most out of them.

Getting the most out of your SMS text message survey

SMS text message surveys provide a quick and cost-effective way to collect valuable feedback from customers. Research shows that 48% of customers prefer direct communication from businesses through text messages. Moreover, text messaging has a 209% chance of receiving a response. These numbers show that SMS text message surveys are worth the time and that customers are willing to participate. 

These types of surveys typically involve sending a trackable link and a text message to your audience via SMS (short message service). The text directs customers to the survey form where they can give their responses. However, you can also ask customers to respond directly by providing an overall score and qualitative feedback via a text response.

The results of an SMS text message survey are only helpful if they are optimized to entice customers to participate. Check out these tips to help your SMS feedback campaigns to unlock valuable insights from customers.

business text messaging guide

Keep it short

It’s important to keep your SMS surveys short and to the point. People are less likely to answer long surveys because of time constraints. Also, longer surveys have a higher non-response bias, which can skew your findings.

Include a clear call-to-action

Specifying the purpose of the survey upfront can help to increase participation rates. Adding a clear call-to-action (CTA) with the initial message encourages recipients to engage and respond.

Timing is key 

Send your SMS surveys at a time when people are more likely to respond, for example, after regular business hours, when they’re more relaxed. Other best times include soon after a successful purchase, delivery, or conversation.

Provide incentives 

Offering incentives like discounts, giveaways, or other promotions is another great way to encourage participation and get better response rates. The incentives also show customers you value the time and feedback.


If you ask for customer feedback in a way that seems robotic and impersonal, you likely won’t get a lot of responses. Personalize the survey as much as possible. Address the recipient by name and keep the questions relevant to their interests and behavior.

Use simple language 

To avoid misunderstandings, use simple and clear language that is easy to understand. Avoid technical jargon or complex phrasing. On top of multiple choice questions, also include some open-ended questions. This lets the customer share their experiences in their own words which provides more meaningful and detailed insights.

Track the results 

Track and analyze the results of your surveys. This allows you to identify trends and patterns that can help you make better decisions. Use these insights to improve your products, services, or messaging. Create reports and summaries that can be used to present the insights to your team.

Respect people’s privacy

Be transparent about how you collect customers’ contact details and allow people to opt out of future SMS surveys. You can also ask customers for permission and their interest in responding to future surveys. This is known as longevity. Longevity allows you to build a base list of customers ready to provide feedback on new product or service improvements.

SMS text message survey use cases

List of top use cases for SMS text message surveys.

Customer satisfaction surveys

A customer satisfaction survey gauges a customer’s experience, positive or negative, with your business. These surveys typically use a scale, say 1 to 5, to measure their satisfaction.

They may include questions about the quality of a service or product, overall experience, and the likelihood of recommending the business to others. Customer satisfaction surveys also provide a consistent way to track and analyze satisfaction, especially after making improvements.

Market research surveys

Market research surveys are essential for businesses to learn more about their target audience, gather data, and make informed decisions. These surveys might include questions about demographics, preferences, and opinions. For example, you can use SMS text messaging to better understand how customers perceive your brand against your competitors.

Feedback surveys

Use SMS feedback surveys to learn about your customer’s needs, preferences, and pain points. These surveys also provide valuable data to improve your offerings. You can collect feedback at various points in the customer’s journey, including onboarding, customer service, payment, and delivery.

Employee satisfaction surveys

These surveys are meant to gather feedback about working conditions, employee morale, and job satisfaction. They provide insights that can help businesses improve employee retention and overall team happiness.

Event feedback surveys

Event feedback surveys gather feedback from attendees to improve the planning and execution experiences of future events. Additionally, they can cover feedback topics, like event location opinions, the quality of the content, and overall attendee experience.

Net Promoter Score surveys

Net Promoter Score (NPS) survey assesses customer loyalty. The survey measures the customer’s probability of recommending the business to others. NPS-style surveys are often quick and straightforward, asking customers and participants to rate their likelihood of recommending your offering on a scale of 1 to 10.

What to look for in SMS text message software

List of features to look for in a SMS text message software.

User-friendly interface

Choose an SMS text messaging software that is easy to use and navigate. This can help you save time when composing and sending texts. The best SMS survey tools even offer free templates that let you create and send messages faster.

Integration with other software

Make sure the SMS text messaging software you choose integrates with other business software you use, like your CRM system. These Integrations can help you save time and streamline your workflow by enabling you to automatically import and sync data across all your systems.

Segmentation and targeting capabilities

The best SMS text messaging software should enable you to segment your contacts and create targeted campaigns. This can help increase engagement rates and deliver more relevant messages.


Look for SMS software with automation capabilities, including scheduled messaging or triggered messages. These automation features can help you save time and increase engagement rates.

Reporting and analytics

Choose software that includes reporting and analytics capabilities. Analytics can help you track metrics like open rates, click-through rates, and response rates, allowing you to optimize your messaging and campaigns.


Make sure the SMS text messaging software you select can accommodate your business as it grows. This could include features like team collaboration, higher messaging limits, and more.


Verify that the text messaging software complies with local regulations and industry standards, for example, the Telephone Consumer Protection Act (TCPA). Prioritizing compliance can help you avoid costly fines and legal issues.

FAQs about SMS text messaging survey

What is an SMS survey?

An SMS survey is a survey or questionnaire you send to customers to gather their feedback via text (SMS). For instance, you can send an SMS survey to customers after every purchase to gain insights about the sales experience.

How much does a text survey cost?

Creating an SMS text message survey costs only a few cents per message. However, the cost varies depending on the SMS texting software you use and whether you need SMS analysis tools and other features.

Does SurveyMonkey send text messages?

Yes, SurveyMonkey can send surveys through text messages, email, and a web link.

Gain insights with SMS text message survey

SMS text surveys are very effective at collecting customer feedback since they allow customers to access the survey on their mobile phones and complete it at their convenience. They’re also cost-effective, easy to set up and send, and generate fast responses. With Birdeye Surveys, your team can send surveys via text, automate requests, track and analyze responses, and more. Click the banner below to learn more.

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