Customer Feedback - Text
This is a simple way to find out what your customers are thinking as they actually use your product or service - the point when customers have their most intense feelings about their experience.
Timing is important, just ten minutes later something else has happened in their life and the moment is gone, which is why a survey sent a week later just isn't good enough.
It works like this
You give your customers a phone number which they can use to text to leave their feedback. You could put the number on a poster in a branch, or on a till receipt, on a card enclosed with their ticket, even on the ticket itself, or on the menu, or on a welcome letter, or with their car's service record, or…well, you get the idea. There are as many ways to get the number into your customer's hands as there are ways to serve your customer.
You might ask for them to score how satisfied they are with the product or the service they've received. You can ask each question on a separate text, feeding them one at a time for the customer to answer.
A low score could prompt a text message response - 'would you like to talk to someone about that? If so, press 1' Pressing 1 takes them through to your call centre.
It's easier to show how it works rather than explain - why not try our demonstration <read more>
According to Harvard Research there's one question to ask your customers that's more important than any other, so we've concentrated our efforts in getting that answer for you.
It's possible for customers to be more creative with their feedback - sending pictures or video clips by MMS Message to illustrate their point.
You can automatically text back a voucher to their phone once they have finished to say 'thank you' for sharing their views.
You can choose how to receive your feedback. Some clients like to have the recordings and listen to their customers, others prefer the details transcribed. We'll summarise the scores showing you a snapshot of the feedback online so you can see at a glance how things are doing.
The feedback and scores can be sliced and diced however you like - to examine performance of a particular area or even down to a single outlet or dealer.
Click here to see just how easy it is to sign up for Rapide
If you would like to communicate better with your staff and customers please leave your details
