Sending a survey by SMS: does it work?

SMS gets a higher response rate than email, but only if you keep the question small. A questionnaire by SMS does not work.

One question

For example a score from 1 to 5, answered with that number. Anyone wanting more puts a link to a short page — but should then expect fewer answers.

The right moment

Shortly after the experience, not days later. An hour after a visit or a delivery is the sweet spot.

Say how long it takes

"One question, one answer" raises the response rate more than any wording.

Do something with the answer

Anyone giving a low score deserves a response from a human. A survey without follow-up is worse than no survey: you asked and did nothing.

Do not overdo it

One question per visit, not per purchase and not per contact. Anyone surveyed after every interaction stops answering — and opts out.