Capturing customer feedback is intrinsically linked to business success. In fact, customer-centric companies are 60% more profitable.
Customer reviews and surveys offer valuable insights into what’s working well and identify opportunities for improvement. Brands can use this feedback to refine marketing campaigns, improve products or services, and optimize customer support.
However, collecting customer feedback is often easier said than done. Fortunately, SMS is a powerful tool for capturing feedback at scale. With 98% open rates and 60% of recipients reading texts within five minutes, brands can gather information almost instantaneously.
What Is Customer Feedback and Why Is It Important?
Customer feedback is opinions, information, and reactions that consumers share about their experiences with a business’s products, brand, or services. These insights help companies understand if they’re meeting—or exceeding—customer expectations, make informed decisions to enhance the customer experience (CX), and identify areas for improvement.
Among the top benefits of collecting customer feedback are:
- Enables businesses to develop a deeper understanding of their target audience
- Reveals insights into customer satisfaction levels
- Helps businesses improve their marketing and customer support efforts
- Promotes brand advocacy and boosts customer loyalty
- Reduces churn and increases retention
- Initiates conversations with unhappy customers
- Improves CX
Unfortunately, many businesses may not reap these benefits. Offering limited channels for feedback, failing to follow up, and having unresponsive customer support hinder your efforts.
SMS surveys and reviews make it easy for customers to provide feedback directly from their phones.
Using SMS for Customer Feedback
Getting consumers to provide feedback can be challenging.
The key? Short, well-timed messages. Nobody wants to receive a long-winded request for feedback, but a strategic SMS text after an interaction or purchase can nudge customers in the right direction.
Key elements of successful SMS review requests are:
- Direct, Concise Language: Keep your message brief and to the point. Clearly state that you are requesting a review and mention how a customer’s feedback will benefit them and future shoppers.
- Be Personal: Tailor your message to the customer’s purchase or specific interaction with your brand.
- Include a Strong Call-to-Action (CTA): Write a clear and direct CTA at the end of your text, such as “Share your thoughts here” or “Click the link to leave a review.”
- Timing Is Everything: Send your message within 24 to 48 hours after the customer interaction while the experience is still fresh in their minds.
- Offer Incentives: Sometimes, customers need a little extra motivation to leave feedback. Consider offering a small incentive, such as a discount or complimentary gift.
5 SMS Customer Review Templates
Here are five customizable templates that businesses can use to collect customer feedback more effectively via SMS.
1. Post-Purchase Feedback
Reach out to shoppers one to two days after they’ve made a purchase. This is an effective way to get detailed impressions about their experience. Roughly 80% of reviews originate from post-purchase follow-up messages.
2. First Impressions
First impressions mean everything to new customers. Approximately 84% of customers are likely to recommend a brand after a positive experience.
3. Customer Support Feedback
Customer support has a direct impact on a business’s reputation, as well as customer retention, loyalty, and satisfaction. Sending a text after a customer service interaction is a great way to measure satisfaction and improve future efforts.
4. Conversations with Long-Term Customers
Loyal customers are your brand’s bread and butter. Their insights reveal what your business is doing well and why they love your company.
5. Ask Questions
SMS is a fantastic channel for facilitating two-way conversations. Send customers specific questions to open up a dialogue.
Effortlessly Capture Customer Feedback with Mitto
Mitto integrates seamlessly with your CRM, allowing you to easily send SMS surveys and review requests to your customers. You can set up one-way or two-way campaigns, as well as automated workflows tailored to your needs.
Our communication tools can be installed in just a few simple steps—and if you need support, our multilingual experts are available 24/7.
Contact us today and start collecting customer insights like a pro tomorrow.
