Do you know that 5 billion people across the world send and receive messages? This means that 65% of the world's population uses SMS. This makes SMS surveys a viable choice for brands looking to collect feedback from customers.

SMS survey software are highly popular these days with some amazing options to choose. But what makes SMS surveys one of the top choices for businesses when it comes to customer feedback? Here are some reasons:

Better Reach: 65% of the world population uses SMS, which allows businesses to reach a majority of its customers or audiences to collect feedback.

High Participation Rate: The SMS open rate is 98% and the text message response rate is 209% higher than other channels. Moreover, a text survey are quick and effortless, which people to share feedback, thus, improving the survey response rate.

Continuous Engagement: SMS surveys can be sent at various touchpoints without it getting lost in the spam folder. People check their phones about 80 times a day and are more familiar with chatting, which makes it possible to collect insightful feedback on various instances without overwhelming the survey audiences.

In this article, we explore how free SMS survey software are all the rage and what are some top survey tools that you can consider. Let’s get started.

Why You Need SMS Survey Software

To put it into simple words, every business or creative writing essay service that collects customer feedback can use text survey software to capture a high volume of meaningful feedback. Here are some use cases to help you understand how an SMS survey platform can benefit your brand:

Customer Satisfaction Feedback

You can create a short text message survey that aims at capturing feedback across the primary CX metrics:

CSAT: The Customer Satisfaction Score or CSAT is a global metric that represents your customers’ satisfaction level. It is measured using a CSAT survey which is usually a 5-scale survey that prompts customers to rate how satisfied they are with your brand or service. The Customer Satisfaction Survey Template can have one or more questions, including an open-ended question to let customers share the reason for their score.

NPS: NPS or the Net Promoter Score is the standard metric to measure customer loyalty. It is measured using an NPS survey prompt that prompts customers to rate their likeliness of doing business again or recommending the brand to others on a scale of 0 to 10. You can also add an open or closed-ended question to your text survey to understand the reason for the score you received.

Customer Service Feedback

With a text survey app or software, you can measure customer service feedback on two aspects:

Customer Effort Score: The Customer Effort Score or CES is the measure of your customers’ effort in doing business with you. For example, if a customer reached out for your support service to seek assistance, a CES survey helps understand if it was easy for them to contact you and get a resolution.

While the CES question consists of a scale, you can always add a second question to understand from your customer what liked or disliked about the service.

Agent Performance: Agent performance SMS surveys are designed to understand how well your support executives perform. The feedback can be collected around different qualities a customer support agent must have, like knowledge, willingness to help, communication, friendliness, etc.

eCommerce Feedback

eCommerce brands can collect feedback at various touchpoints using SMS surveys using targeted eCommerce surveys. For example, you can automate a customer satisfaction survey after purchase. This means that a survey would be triggered automatically to collect feedback from customers after they make a transaction with your brand.

Similarly, you can send SMS surveys at other touchpoints, like customer service calls or chats, post-product delivery, etc. All you need is an AI-based text message survey software that allows automating SMS surveys.

Event Feedback

SMS survey software can be used to send email lead capture surveys multiple times before, during, and after the event. For example, in a painting workshop, SMS surveys can be sent before the workshop to know what participants are expecting. During the event or workshop, SMS surveys can help understand if everything is on point and improve in real-time. After the workshop, SMS surveys can be used to capture the overall satisfaction levels of participants including their comments so that feedback can help in improving future workshops in alignment with the audience’s expectations.

Patient Feedback

SMS surveys are very useful in collecting post-consultation and post-treatment feedback. For example, a patient satisfaction survey can be set to be triggered automatically after an inpatient is discharged. Similarly, patients can share their doctor’s score after the consultation or diagnosis.

Employee Feedback

In a working environment, feedback is necessary at various points in an employee lifecycle like interviews, onboarding, appraisals, promotions, team allocation, etc. Other feedback like office feedback, manager feedback, team feedback, workplace feedback, etc., is critical too. SMS surveys can be sent to employees during these events and are preferred since email surveys can sometimes get lost among dozens of emails employees receive every day.

Hospitality Feedback

In hotels, restaurants, and tourism service businesses, SMS surveys can be sent to capture quick feedback. For example, SMS survey software can trigger guest satisfaction surveys after their stay. In restaurants, guests can share feedback via SMS surveys after dining in with the restaurant dine-in feedback form. The idea is to make feedback sharing easy so your businesses can get feedback consistently and more frequently.

Selecting a Good SMS Survey Software

Selecting a good SMS Survey Software can be a daunting task that you must be going through currently. Finding the best SMS Software is tricky. For doing this task, you need to look for the features of various tools like SMS surveys tool, productivity tools, and remote team communication tools.

Every software company claims their tool to be the best and every good software has some or other great features, but you need to select the one that meets your needs and business requirements. Let's explore some great SMS Survey Software available in the market.

1. Zonka Feedback
2. Delighted
3. QuestionPro
4. Survey Sparrow
5. Survey Monkey
6. GetFeedback
7. SimpleTexting
8. SMS-Track
9. SurveyMill

Let's explore and see what features they provide, how different they are from each other, and how they can be helpful for your business.

1. Zonka Feedback

Zonka Feedback is a renowned name in the feedback industry owing to its unique and most advanced survey features. This intuitive SMS survey software makes feedback collection more efficient for brands since it allows creating quick SMS surveys using its simple survey builder. Whether you wish to add a rating scale survey question, a multiple-choice question, or an open-ended question, you can select from its 25+ question types to get feedback in the most accurate form.

With features like skip logic and hide logic, you can customize the survey’s question flow based on your participants’ answers to the previous questions, making sure that the survey is relevant for each customer with different experiences.

Further, you can personalize surveys with the white label feature, which uses customer database to customize survey questions as if they were created separately for each customer.

With deep integrations and automation features, you can send surveys to your customers automatically at just the right time. Moreover, by branding your surveys and using aesthetic, readymade templates, you can attract more survey participations.

Zonka Feedback also makes feedback management easy and efficient. First of all, real-time notifications and automated workflows ensure that teams are instantly notified of feedback and the right members are looped in to be able to quickly close the feedback loop.

Further, with intelligent reporting and analytics, you can create reports like CES, CSAT, NPS, etc., and save them in your desired format. With filters, graphs, and analysis, you can identify complaint trends, customer sentiment, and much more.

Integrations

Slack, Mailchimp, Google Sheets, Pipedrive, Airtable, Front, Shopify, Zendesk, Salesforce, Intercom, Freshdesk, APIs, and Webhooks

Rating Score

Ease of Use: 9.6/10

Quality of Support: 9.7/10

Ease of Setup: 8.6/10

Support Options Available

Live chat, phone email, and knowledge base

Free Trial

Available, free trial for 7 days.

Cost

$24/month - Essential Plan

$79/month - Professional Plan

$169/month - Growth Plan

$429/month - Enterprise Plan

2. Delighted

Delighted SMS survey software is another good and one of the most user-friendly options if you're looking to collect Customer Feedback with SMS Surveys within minutes without requiring you to have a good technical knowledge. It is a simple software suitable for businesses of all sizes. It has a feature of Smart scheduling that helps you to schedule your survey SMS in such a way that they receive the text message of survey invitation during the day time only.

The surveys can be sent both on flip phones as well as smartphones with 100% text without requiring any data plan.
Code-free Customization of this tool helps to create simple surveys without involving and messy coding to customize your surveys. You can easily customize the questions and language of the survey. It also has the Autopilot feature automatically surveys your customers by sending them SMS surveys within a regular interval of time specified by you. 

The feature of Rest API helps to set triggers to send survey text messages at various events of the customers’ journey like a check-out, a delivery, or a support interaction. With its feature of localizing your phone number, you can make your survey SMS appear to be sent from the customer’s region as the customers are more likely to answer a survey from a number that looks familiar.

Integrations

Shopify, Salesforce, Slack Zapier, Chatdesk, Zendesk, Webhooks, Intercom

Rating Score

Ease of Use: 9.7/10

Quality of Support: 9.6/10

Ease of Setup: 9.6/10

Support Options Available

Live Chat, Email, and Knowledge Base

Free Trial

Available

Cost

$0/month - Free Version

$224/month - Premium Plan

Customized - Premium Plus Plan

3. QuestionPro

Claiming to be the leader in SMS Text Message Survey Tools, QuestionPro helps you to create and send SMS surveys, collect real-time data and analyze effectively. It provides 350+ survey templates with 40+ standard question types. Its advanced survey logic and branching helps you to provide your customers a smooth survey experience with advanced logic like skip logic, text piping, survey looping and branching.

It also provides a visual dashboard that enables you to filter the survey responses on the basis of multiple attributes.
Its advanced reporting offers you to get reports like real-time survey reports, GAP Analysis, Trend Analysis and TURF Analysis. You can download your reports in formats like Excel, Powerpoint, CSV raw data and PDF format and share with your teams.

It provides 2 Factor Authentication, a security feature to eliminate false respondents. Once the respondents sign up, they are shared a unique code through SMS after inputting which, their number is verified and they can take the survey.

Integrations

Intercom, Slack, Zoho, Mailchimp, Salesforce, Zapier and more

Rating Score

Ease of Use: 8.7/10

Quality of Support: 9.0/10

Ease of Setup: 9.1/10

Support Options Available

Live Chat, Live Chat, Online

Free Trial

Available, Free 10-day trial.

Cost

$0/month - Essentials (Free Version)

$85/month - Advanced

Customized - Enterprise

4. SurveySparrow

SurveySparrow is another great software that helps you create engaging surveys for gathering Customer Feedback and send them to your customers via text messages. It enables you to create conversational and engaging survey forms that can bring high response rates on your surveys. You can customize your surveys with different designs and themes. You can white-label your surveys and add your own branding and style to the surveys and the survey URLs. Its customization helps you to make the surveys clear, crisp and to-the-point.

Moreover, you can choose your survey audience from any list or share them directly. SurveySparrow’s reporting module helps to analyze the survey data received and track the survey performance easily. You can schedule the survey reports of survey data to be sent to you at regular intervals automatically. 

You can apply filters on your survey responses to get the data and report you want and compare your responses with the Compare Feature of the tool. The  surveys created are mobile-first surveys and can be easily accessed and responded through mobile phones.

Integrations

Intercom, Slack, Segment, Mailchimp, Salesforce, Zapier and more.

Rating Score

Ease of Use: 9.3/10

Quality of Support: 9.3/10

Ease of Setup: 9.2/10

Support Options Available

Live Chat, Email, Phone, Knowledge Base

Free Trial

Available, 14-day Free Trial.

Cost

$149/month - Business

$249/month - NPS

$449/month - Enterprise

Customized - Elite

5. SurveyMonkey

Survey Monkey is yet another popular survey software that provides you a fast and easy way to connect with people on their phones by sending them mobile surveys on the go via SMS. It enables you to send time-sensitive SMS surveys at an ideal time to gather more accurate responses, be it on-premises or post-event.

Set triggers to send post-event surveys like a dining, employees onboarding, a doctor visit or discharge form hospital, or a customer support interaction. You can easily upload phone numbers from a CSV file, Sync with Active Directory, or manually. The tool is affordable and cost-effective and the surveys are optimized for mobile devices to make them easy to open and take the survey through mobile phones.

Integrations

Salesforce, Slack, Promoter API, Zapier, Segment

Rating Score

Ease of Use: 9.2/10

Quality of Support: 8.6/10

Ease of Setup: 9.0/10

Support Options Available

Live Chat, Email, Phone, Knowledge Base

Free Trial

Not Available, only free basic plans are available without much features

Cost

Starting Price - $25/month/user

Business Plans - Team Advantage, Team Premier and Enterprise.

Personal Plans - Standard Monthly, Advantage Annual and Premier Annual

6. GetFeedback

GetFeedback is another tool that helps you to capture real-time quality feedback from your customers by sending them survey invitations through SMS. The Automation in this tool enables the surveys to be sent to the customers automatically after an interaction to prompt real-time feedback.

You can create sleek surveys that are easy to take with your own branding and present them before your customers. 
You can also compare the survey response rates with other channels of sending surveys like email to know which channel is performing better for you. Integration with Salesforce helps to take immediate action on the feedback received as the data is piped back into Salesforce. You can send these SMS Surveys right after a purchase, a customer service call, an appointment, an event, or a flight etc.

Integrations

Salesforce Integration

Rating Score

Ease of Use: 9.2/10

Quality of Support: 9.0/10

Ease of Setup: 9.3/10

Support Options Available

Online, Live Chat.

Free Trial

Available

Cost

There are three plans namely Direct, Digital and Complete Plan; but prices not Provided by the vendor.

7. SimpleTexting

SimpleTexting is exclusively a Text Message Service app designed to send bulk text messages of alerts and surveys. It allows you to easily create text surveys and collect feedback data with those text surveys. You can easily send mobile surveys to groups of people, collect customers’ responses or votes and tally results and follow up with the respondents.

If you want to collect customer or employee feedback through simple surveys sent through text messaging only, this app is perfect and an easy and affordable way out. But because this software is a messaging software only, it doesn’t allow you to send your surveys through other channels like email or website surveys, neither it has features like sending multilingual (ability to send surveys in multiple languages) surveys.

Integrations

Salesforce, Zapier, Mailchimp, Hubspot, Slack, Shopify

Rating Score

Ease of Use: 9.3/10

Quality of Support: 9.5/10

Ease of Setup: 9.1/10

Support Options Available

Live Chat, Webinars, Knowledge Base

Free Trial

Available, 14-day Free Trial

Cost

(Price depends on the number of messages you get ranging from 500 to 50000.)

500 credits - $25/month

50000 credits - $625/month

8. TextMagic

TextMagic is another easy-to-use SMS Survey tool that helps you improve Customer Experience and get valuable feedback from any audience. With TextMagic, you can schedule your SMS Surveys to be sent automatically to your customers at the time you decide. SMS Survey Analytics will help you carefully analyze the feedback data or export the replies and TextMagic Dashboard helps to check the deliverability, responses and performance of the surveys.

The tool also provides you six predefined survey templates for various purposes. It enables you to personalize your surveys by adding merge fields. Also, you can generate automatic replies based on essential keywords in the customers’ responses. Its Preview tool helps to test the survey you created by taking and filling your own surveys first.

Integrations

Zapier, APIs

Rating Score

Ease of Use: 9.6/10

Quality of Support: 9.1/10

Ease of Setup: 9.2/10

Support Options Available

Customer Care

Free Trial

Available

Cost

$0.04 per text

9.  SMS-Track

SMS-Track is a 2-way SMS Survey tool that focuses on SMS Communication and helps you perform surveys and polls and get a good response rate. The company claims the response rate of its surveys to be 90% or even more. The tool allows you to integrate the text surveys with the web surveys. It helps to monitor the customers’ responses in real-time and revert to your customers within seconds.

Moreover, It helps to present your survey results with a set of predefined graphs. You can easily create your own feedback reports and also export the feedback data to your own data analysis software. Schedule your SMS surveys to be sent as per your requirements of time.

Integrations

R, sTaTa, SAS and APIs

Rating Score

Not Provided

Support Options Available

Live Chat, email, Contact form

Free Trial

Available

Cost

Customized

10. SurveyMill

SurveyMill is a UK-based SMS Survey Software that helps in creating and sending fast and effective SMS Surveys. With this tool, you can send up to 13 questions per survey, which is fair enough for an SMS Survey. You can put any type of questions including yes-no type questions, ratings and plain text.

With SurveyMill, you can see response statistics for every question, including top 10 words from the responses and the dropouts from the surveys. The opt-out feature lets your customers opt-out of your surveys so that you can see who has opted out and keep your contact lists up to date. You can anytime download survey reports in excel format and analyze it for other references.

Moreover, it offers advanced credit facilities. You get a dedicated shortcode when you move to a credit account. You can use auto top-up feature to keep running smoothly and never run out of credit and also share your top-up balance.

Integrations

No Integrations listed

Rating Score

Overall Reviews: 4.2/5

Support Options Available

Email, Contact Form, Customer Support: 9:30 am to 5:00 pm UK Time

Free Trial

Available

Cost

4.5p per message, per contact. Can be as low as 2p depending on the volume.

Learn more about the SMS Surveys

• 8 Benefits of SMS Surveys
• 5 Ways to use SMS Surveys for Patient Feedback
• Announcement: Get Real-Time Feedback With SMS Surveys
• Effective Ways to use SMS Surveys to collect Customer Feedback