Employment in Marketing
Surveys and SMS Feedback
An SMS survey is a data collection tool where a company sends targeted questions directly to users' mobile devices.
Recipients can respond within seconds via a simple text message. Similarly, SMS feedback allows companies to quickly gather opinions on recently purchased services or products.
Marketing Applications:
- Customer Experience Evaluation: After a purchase or interaction with customer service, an SMS asks the customer to rate their experience.
- Market Research: Quick questions to understand preferences or opinions about new products.
- Personalized Promotional Campaigns: Sending surveys to identify specific interests and offer tailored promotions.
- Customer Loyalty SMS: Proactive feedback to show customer care and improve brand perception.
How to Create a Survey or Feedback Campaign with Genio Sms
These settings can be configured from the user control panel after associating at least one phone number for SMS management.
Create a clear and concise message: Write a simple text that explains the survey or feedback, specifying the topic and the type of evaluation required (e.g., opinions on a product or service).
Define keywords for responses: Prepare short and intuitive instructions, for example: "Reply 1 for Yellow, 2 for Red, 3 for Blue."
Set up an automatic response: Configure a confirmation message to thank the user after they submit their vote, for example: "Thank you for evaluating our services!"
Schedule the send date: Choose whether to send the survey immediately or schedule it for a future date.
Viewing Results:
Once the setup is complete, the received votes will be available in the control panel, organized by user. You can also view and export a chart with the survey or feedback results.
Marketing Scenario: Post-Sales Service Improvement
Context:
A company that sells home appliances wants to evaluate customer satisfaction after the purchase and in-home installation of their products.
Objective:
To gather direct feedback to identify potential areas for improvement in post-sales service and to build customer loyalty.
Execution:
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Survey Delivery: Within 48 hours of installation, the customer receives an SMS like this: "Dear Customer, how would you rate our delivery and installation service? Reply 1 for Excellent, 2 for Good, 3 for Needs Improvement, 4 for Poor. Thank you for your feedback!"
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Automatic Response: After submitting their vote, the customer receives a thank-you message: "Thank you for your feedback! Your opinion is important to help us improve our services."
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Result Analysis: The collected data is displayed in a control panel and analyzed to identify negative trends or areas of excellence in the service.
Benefits:
- Continuous monitoring of service quality.
- Customer loyalty through demonstrating attentiveness to their opinions.
- Ability to quickly address operational issues
Evolution:
Based on the feedback received, the company can segment satisfied customers for future promotional campaigns and contact dissatisfied customers to offer personalized solutions, thereby improving brand perception.