» Customer Research by Text Message returns 43% Response Rate

Toyota parts supplier, RoughTrax, achieved a 43% response rate to their customer survey using text messaging alone.

It’s fundamental to every business on the planet. Customer research tells us what we’re doing right and where we’re going wrong. But, customers just don’t often respond to postal or emailed surveys.

txtUs allows business to have 2-way text message conversations with customers using their email program.

Running research by text message means you’ve got the absolute best chance of a reply. People are usually happy to respond but don’t normally have the time. Using their mobile phone though, allows them to respond on the commute or during any other ‘dead’ time of the day.

RoughTrax report, “we were stunned by how much response we got. Luckily most of it was good but there were some excellent critical ones too about our web checkout process which we have now cleaned up“.

Using Text Marketer’s txtUs system (which gives your business a unique mobile number to receive replies) all the replies simply come in to your email inbox. Text replies can be up to 612 characters so there’s plenty of room for customers to tell you what they think.

Customer Research Generates Sales?

As reported in our 5 top tips to increase sales with SMS Marketing, customer research can actually generate sales as well as being a valuable insight into your customer’s perception of you.

RoughTrax reported, “we actually got 20 sales from the customer research activity too. I think it acted as a memory jogger for those customers as they hadn’t used us for a while“.

Text Saves You Time and Money

Sending a text is very cost effective (around £35 per 1,000) and when you consider the likely response rates, it’s also more cost effective than email (as we know email just doesn’t generate the response rates nowadays).

If you’d like to try your next customer research activity by text, open a free Text Marketer account and give it a try – there are no set up fees, contract periods or cancellation clauses so in the rare event that it didn’t work for you, you can simply cancel.

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