Simple and straightforward capture of customer feedback at the point of experience. Very effective for capturing a single KPI (NPS or CSAT) and reason why
Can be delivered as text message out and text message back (‘ping pong’) or...
Link to online survey embedded in a text message
An opt-out option can be delivered with the first message
Responses processed and available to view in real-time
Short code available to eliminate any risk of cost to the respondent.
‘Red flag alerts’ based on the customer’s response to individual questions or text provided in a verbatim can be configured to automatically surface an issue and allow a recovery process to be initiated.
Almost universal access - 9 out of 10 UK adults have a mobile phone (7 out of 10 a smartphone)
Mobiles 'ever-present' and 'always on'
Customers complete the survey at a time to suit them
Relevant - uses the medium that customers use to contact you
20-25% response rates.
Short surveys that track a single KPI (e.g.NPS, Effort, CSAT) and the reason why
Feedback on agent performance
Mapping KPIs at different points on the customer journey
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