Satisfaction surveys

Leverage rich content channels to conduct customer satisfaction surveys, aiming for higher engagement and open rates compared to traditional communication channels.

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Be there on their channels of choice

No matter where your customers are, no matter which channels they prefer, you can be there for them in the important moments of their lives.

Customer support Marketing

APPLE

LINE

ZALO

VIBER

INSTAGRAM

WA

MESS

RCS

The pain points:

Traditional survey methods suffer from low rates and engagement
Low response rates mean you’re missing out on valuable customer insights that could help you improve your business
Without enough responses, you’re only getting a partial view of customer sentiment, which can lead to skewed data and inaccurate conclusions.

How satisfaction surveys on messaging channels helps:

Sometimes, customers just need a little reminder to share their thoughts. Sending a survey on their favorite messaging app is like a gentle tap on the shoulder, reminding them that their feedback is valuable.
Sending surveys on channels where your customers already are, is like meeting them in their favorite coffee shop – convenient and comfortable.
Similarly, as quick texts are easier to reply to than a long email, concise surveys on messaging channels are more likely to be completed.

The business benefit of satisfaction surveys on messaging channels:

Boost response rates: By delivering surveys on channels customers use every day, you can significantly increase response rates and gather more valuable feedback.
Cost-effective insights: Compared to traditional survey methods, messaging channel surveys can be more cost-effective, delivering a higher return on investment.
Improve customer relationships: Actively seeking customer feedback shows that you care about their opinions and value their input.

Sending satisfaction surveys across industries:

BFSI (Banking, Financial Services, and Insurance)

“How was your deposit check using the mobile app?” Reach out after transactions to see how customers feel about their online and mobile banking experiences, loan applications, or investment services.

Transportation & logistics

“How did we do?” A quick text after a delivery can reveal a lot about the customer’s experience, from the driver’s professionalism to the package’s condition. Gather valuable insights on shipping times, tracking accuracy, and overall delivery satisfaction.

Healthcare

“How was your appointment?” Following a virtual consultation, check in with patients about their experience with the platform and their doctor’s communication. Gather crucial feedback on appointment experiences, hospital stays, and general satisfaction with healthcare services.

Travel

“Ready to share your in-flight experience?” Capture feedback as soon as a customer completes their flight, asking about comfort, service, and amenities. Gain valuable insights into booking experiences, hotel stays, and the travel journey as a whole.

Retail & eCommerce

“Love your new purchase?” Follow up after an online order to ask about the website experience, product satisfaction, and delivery. Gather key data on online shopping experiences, product quality, and customer support interactions.

Telecommunications (Telcos)

“How did our support team do?” After a customer service interaction, send a quick message to measure their satisfaction with the support agent’s helpfulness and the speed of resolution. Collect valuable feedback on network coverage, data plans, and billing experiences.

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