Texting Your Customers: How to Increase Survey Response Rates
Consumers’ responses to surveys give brands valuable insights that help them overcome challenges, increase competitiveness, and boost satisfaction rates. However, getting that data is often difficult. Shoppers forget to respond or get confused about how to submit their responses. Dynamic text messages let retailers avoid these undesirable outcomes.
How to Increase Survey Response Rates With Text Messaging
Text messaging enables better communication between consumers and eCommerce businesses. It connects with shoppers in ways they already know and love.
Texting is a preferred communication option in today’s fast-paced world. Its popularity means brands must engage with shoppers and encourage them to answer surveys. eCommerce companies should make interactions personal by including:
- The shopper’s name.
- What they bought.
- When the purchase happened.
Adding a time expectation — such as asking a shopper to complete the survey within the next week — increases the recipient’s chances of taking action immediately instead of waiting. Consumers appreciate getting accurate estimates of how long they’ll spend taking surveys, too.
Adding a direct link to the content within a text message is one smart way to get shoppers on board with giving their feedback. Another approach is to create surveys to take as little time as possible. Formatting a couple of questions so that people can respond by choosing “Yes” or “No” increases interest.
Texting Your Customers: How to Increase Survey Response Rates With Reminders
Consumers have busy lives. Even those who intend to answer survey submission requests may forget. That’s why eCommerce brands should send reminder texts that prompt shoppers to address unopened or unanswered surveys. Giving a reminder with gentle encouragement reaches the consumer without overwhelming them.
A reminder text also offers a chance for retailers to highlight incentives. An eCommerce brand might offer:
- Product samples.
Those perks get consumers interested. Many wonder, “What’s in it for me?” Incentives answer that all-important question and get people excited about giving their feedback through surveys.
How to Increase Survey Response Rates With Extra Support
Confusion may make recipients avoid answering surveys. Perhaps they don’t understand particular questions or don’t think they relate to what they purchased — even if those survey parts require answers. Increasing survey response rates with texting happens when consumers feel supported and can get prompt help.
Offering assistance through live text message conversations gets to the heart of why people don’t respond and removes those barriers. This approach creates a personal connection between a shopper and a retailer and increases the recipient’s willingness to give their views. A live conversation also lets shoppers clarify things such as how eCommerce stores use their data and their practices for keeping it safe.
Learn How to Boost Survey Responses
The Quiq Conversational Customer Engagement Platform lets eCommerce companies contact consumers in familiar ways and encourage them to act. Adding text messages and live conversations to content assists shoppers while emphasizing that their voices matter.
Contact Quiq today to learn more. Retailers can also try a demo to see how the platform aligns with survey response goals.