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Delighted is a cloud-based customer experience (CX) management solution designed to help small to large enterprises gather and analyze customer feedback by conducting surveys across multiple platforms. Users can evaluate customer ...Read more about Delighted
SimpleTexting is a cloud-based platform for 1-on-1 business texting and mass text message campaigns. The platform provides the ability to send and receive messages using a 6-digit short code, an existing 10-digit phone number or a...Read more about SimpleTexting
Avochato is a messaging and reputation management solution designed for companies of all sizes. It offers customer review management, response management, review monitoring and reporting functionalities within a suite. The product...Read more about Avochato
Trumpia is a SMS marketing automation platform that helps small to large businesses manage messaging campaigns and communication across all digital channels. The SaaS solution allows users to automate processes for sending message...Read more about Trumpia
TextMagic is a cloud-based bulk SMS service for small and midsize businesses that is able to send notifications, alerts, reminders and promotion messages via text messages. The web interface allows businesses to upload contact lis...Read more about TextMagic
MessageMedia is SMS marketing software serving clients of all sizes across the US, UK, Australia and New Zealand. It enables businesses to deliver SMS text messages over the internet. Other features include appointment reminders, ...Read more about MessageMedia
The Cloud Phone System of choice for modern sales and support teams. We help end clueless conversations by adding context to every call. Call software, virtual numbers, SMS campaigns, native CRM integrations, and lots more at just...Read more about JustCall
Since 2004, EZ Texting has served over 210K customers, setting the standard for business texting in the U.S. and Canada. Our top-rated cloud-based platform includes bulk texting, MMS, delivery reports, reminder campaigns, text pol...Read more about EZ Texting
TextSanity is a robust text messaging platform that can be used for mass text messaging, marketing/advertising and even personal use. TextSanity users can create keyword campaigns that can send and collect multiple points o...Read more about TextSanity
MessageDesk is a cloud-based SMS text messaging solution designed to help businesses manage and streamline communication with customers via messaging. Professionals can categorize contacts based on multiple groups, create custom m...Read more about MessageDesk
TextAnywhere is an SMS survey solution that helps businesses of all sizes securely send or receive text messages and collect survey data through SMS. It allows employees to directly communicate with customers and team members, mai...Read more about TextAnywhere
QuestionPro is a leading SaaS survey solutions company providing a wide range of applications to measure and manage customer experience, employee engagement, and the pulse of the audience. We offer 40+ question types, 350+ read...Read more about QuestionPro
Message Launch is a cloud-based solution that helps businesses communicate with external and internal stakeholders through email and text messages. The platform allows organizations to send custom messages to customers on a monthl...Read more about Message Launch
JookSMS is a cloud-based SMS marketing solution that helps small to large enterprises send personalized messages to the target audience. The centralized platform enables users to build client lists, launch sales campaigns and mana...Read more about JookSMS
Zonka Feedback offers feedback forms and customer satisfaction surveys in various formats, such as on a tablet or on a kiosk, designed for companies to gather and analyze the data. The solution can be utilized by hotels and other ...Read more about Zonka Feedback
UltraSMSScript is a self-hosted SMS software designed to serve advertisement/media agencies, startups, marketing providers and SMEs. Features include coupons management, keyword marketing, scheduling, picture messaging, signup wid...Read more about UltraSMSScript
Custobar is a cloud-based marketing automation and customer data management solution that helps businesses design, launch, and manage marketing campaigns. The platform lets organizations create customizable forms to engage with th...Read more about Custobar
Curogram is a cloud-based HIPAA-compliant patient engagement platform that integrates with all EMR/EHR systems. Curogram provides a complete patient engagement experience for a fraction of the cost of a postage stamp. Our perfor...Read more about Curogram
SurveyMonkey Enterprise is a 360-degree feedback solution designed to help businesses in education, healthcare, IT and other sectors conduct surveys to collect feedback. The GDPR and HIPAA compliant platform enables teams to encry...Read more about SurveyMonkey Enterprise
Heymarket is a cloud-based communication tool suitable for small businesses in a variety of industries. It offers a text messaging app that allows users to schedule and manage communications with customers. Native apps are availab...Read more about Heymarket
Buyers GuideLast Updated: March 16, 2023
SMS surveys are an important survey channel that allows you to collect customer feedback and insights from your audience simply by using their phone numbers. However, as useful as SMS surveys are, they can also be quite complex to create, distribute, and analyze. In fact, it’s almost impossible to carry out this process manually.
In order to run SMS surveys efficiently, you need to use SMS survey software. The tools can help you reduce the time and effort involved in creating questionnaires, arranging them to create the structure of the survey, creating a list of survey respondents, and sending the survey to each person via SMS.
In this buyers guide, we explain the features and benefits of SMS survey software as well as the market trends you should keep in mind when purchasing this software.
Here's what we'll cover:
What is SMS survey software?
SMS survey software helps automate the creation and distribution of surveys via text messaging. The tool helps create the surveys using pre-built templates and predefined questions that can be modified as needed. It then helps forward the surveys to individual respondents, sent out in batches or in bulk. Once the respondents answer the survey questions, the tool helps analyze the answers received by tracking the open rates, the number of respondents who completed the survey, and the number of respondents that opted out of the survey.
A view of the trend in the survey responses in Delighted (Source)
Common features of SMS survey software
It’s easier to select the right tool when you know what the common features are. Let’s look at some common features of a text survey tool.
Alerts and notifications
Receive instant alerts for new, negative, or positive feedback. Set up alerts if the negative or positive feedback dips below a certain level.
Target the right audience for your survey by defining the demographic factors such as age, gender, profession, and geographical location.
Organize your contacts into groups based on criteria such as profession and age, and send personalized surveys to each category.
Create buyer personas based on your desired audience types. Share the surveys with the desired personas and measure the performance of your surveys for each buyer persona.
Check the level of engagement your survey is receiving. This includes the number of survey takers, the views your survey is getting, the number of responses received, the number of opt-outs, etc.
Send out surveys in bulk to a wide audience, check their performance, and follow-up with them for their feedback.
What type of buyer are you?
Before evaluating text survey software options, you should assess the kind of buyer you are. The majority of buyers in this market belong to one of these categories:
Non-profit organizations: These buyers include nonprofit organizations that need cost-effective solutions for transactional purposes or to collect insightful information about their services. They need an SMS survey tool that offers them the essential features required for running a text message survey such as contact management and engagement tracking. Moreover, they also need a tool that offers some flexibility in the pricing plans such as pay-as-you-go plans, rolling contracts, free plans, or discount offers.
For-profit organizations: These buyers include any organization that operates for profit. They need the tool to collect feedback from or insights into their target audience or buyers to modify their products or services. They may be willing to spend extra dollars for advanced features such as custom domain branding, customizing the text message receiver’s name, and connection to the business’ email server.
Benefits of SMS survey software
Here are the key benefits of choosing an SMS survey platform:
Reduced time: The tool collects and processes survey data in real-time. It means that you can readily access the survey results, see how many respondents have answered, and whether the feedback trend is negative or positive. This saves the time and effort that you’d otherwise invest in collecting and processing individual survey responses. With the real-time analysis, you can also modify the survey based on the responses received to improve the quality of information you’re gathering.
Better quality: The tool also offers pre-built templates that help you get started with the survey process. You can access predefined survey questions, structures, and question types, such as branched or type-in-the-answer questions. This provides you with a foundation for your surveys that you can modify as per your needs and ensures that you capture all the requisite information. Moreover, real-time engagement tracking also helps you see if your survey is fetching the insights you need or if you need to make improvements.
Market trends to understand
Here are the latest SMS survey software market trends that you should be aware of:
Machine learning to improve the quality of survey data collection. With the help of machine learning, the software tool can differentiate between genuine answers and answers that have been provided as fillers to quickly complete a survey. These may include answers written in gibberish and flatlining (meaning that a respondent selects the same option for all the answers). By eliminating such answers, the tool improves the quality and accuracy of the insights collected.
Using natural language processing (NLP) for deeper analysis. When paired with survey software, NLP helps to identify the trends in survey responses. It can be implemented in multiple ways such as by generating a word cloud, by identifying the frequency of certain words in the responses, and by distributing the answers based on certain themes that emerge in the response. All of these techniques help identify trends in the responses which may otherwise get missed. It helps dissect the responses further based on the words that occur in the responses.
Note: The application selected in this article is an example to show a feature in context and is not intended as an endorsement or a recommendation. It has been obtained from sources believed to be reliable at the time of publication.