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 text message
Opt out option can be delivered with first message
Responses processed and available to view in real-time
Short code available to eliminate any risk of cost to 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 reason why
Feedback on agent performance
Mapping KPIs at different points on the customer journey
Want to see us in action?
Receive a personal demonstration from one of the team.