Collect Real-Time Feedback with SMS Surveys

An SMS Survey is a method of collecting customer feedback via text messages. With Zonka Feedback’s SMS Survey Tool, you can send a survey link directly to recipients’ mobile phones, allowing them to respond instantly. SMS Surveys are widely used for customer satisfaction measurement, post-purchase feedback, event feedback, and employee engagement surveys. Since SMS has high open rates, it ensures quick responses and higher engagement compared to emails.

Yes, Zonka Feedback offers full customization to personalize your SMS Surveys. You can:

• Customize the survey message with placeholders like customer name, product purchased, or order details.
• Include pre-filled data using a CSV file, reducing customer effort while responding.
• Set up different survey flows based on the recipient’s response.
• Use your brand name as the SMS sender ID (subject to gateway policies).

This personalization ensures higher response rates and an improved customer experience.

To improve survey response rates, consider the following:

• Keep it short & engaging – Customers are more likely to respond to concise and clear messages.
• Personalize SMS – Adding the customer’s name or relevant details increases engagement.
• Send surveys at the right time – Avoid early mornings or late nights; instead, send SMS when recipients are active.
• Set up reminders – Zonka Feedback allows you to send follow-up messages to those who haven’t responded.
• Ensure the first question is impactful – Start with a simple Yes/No or CX metric (NPS, CSAT, CES) question.

By implementing these best practices, you can achieve higher completion rates and better-quality responses.

Yes! With Zonka Feedback’s advanced tracking system, you can:

• Monitor SMS delivery – Check whether your SMS was successfully sent and received.
• Track open rates – Identify how many people opened the survey link.
• View real-time responses – Access detailed insights into who responded and when.
• Analyze survey completion rates – Understand drop-off points and optimize accordingly.

This ensures you have complete visibility into your survey campaign performance.

Absolutely! With Zonka Feedback’s bulk SMS sending feature, you can:

• Upload contact lists via CSV files.
• Send thousands of SMS Surveys at once, ensuring scalability.
• Segment your audience and personalize messages for different groups.
• Automate survey distribution based on customer interactions, purchases, or support interactions.

Bulk SMS sending is ideal for large-scale feedback collection, such as event feedback, healthcare surveys, or eCommerce customer experience surveys.

Yes! Zonka Feedback allows you to schedule SMS Surveys for better engagement and automation. You can:

• Pre-set survey sending times to match optimal response periods.
• Automate follow-ups for non-respondents.
• Trigger surveys based on events (e.g., post-purchase, after a service call, or after an event).
• Set up recurring surveys for long-term feedback collection.

This ensures timely and efficient feedback collection without manual intervention.

Zonka Feedback offers you advance reporting capabilities to easily view, track, and analyse your survey responses. Here are a few types of reporting features you get with our SMS Survey Software:

1. Snapshot Report - Overview report to get quick summary and analysis of the responses.
2. Response insights - Get insights and analysis of all survey responses and CX metrics (NPS, CES, and CSAT)
3. Location Insights - Analyse and compare performance and scores based on locations.
4. Team Performance Report - This allows you to get analysis and comparison of team member performance on each question and metrics.
5. Response Inbox - See all your feedback and survey responses in real-time with option to apply filters.
6. Trends Report - View and analyse how survey responses and metrics have changed over time.
7. Text Analytics - Make meaning of open-minded responses, comment boxes, and unstructured text data.
8. Sentiment Analysis - Analyze the feedback received from your text surveys and gauge customer's sentiments, emotions, intent, and urgency. 

Yes! Zonka Feedback integrates seamlessly with:

• CRMs like Salesforce, HubSpot, and Pipedrive to automate feedback collection.
• Helpdesk software like Zendesk, Freshdesk, and Intercom to trigger surveys after support interactions.
• Marketing tools like Mailchimp for post-campaign feedback.
• APIs & Webhooks for custom survey triggers based on customer actions.

With these integrations, businesses can automate survey distribution and close feedback loops efficiently.

Yes! Zonka Feedback allows you to connect your own SMS gateway or use its built-in integrations with Twilio and Gupshup.

Benefits of using your own SMS gateway include:

• Better control over SMS costs and provider preferences.
• Branded sender ID, making your messages look professional.
• Localized SMS delivery, ensuring higher deliverability rates.

This flexibility allows businesses to tailor SMS Surveys to their specific requirements.

Zonka Feedback offers a 14-day free trial so you can explore all features. Pricing depends on:

• Number of SMS Surveys you need to send.
• Customization & automation capabilities required.
• Integration needs with other tools.

You can check our pricing page for detailed plans.

Zonka Feedback offers multiple ways to send SMS surveys, including:

1. Send SMS Surveys from platform - You can directly send your SMS surveys from within the platform. All you need is to build your survey, compose the survey (personalised tracking survey URL is automatically added), add recipient, preview, and send.
2. Trigger SMS Surveys via integrations - Trigger surveys based on events and activities by integrating Zonka Feedback with your CRM, Helpdesk,or other tools.
3. Trigger SMS Surveys via APIs - It’s a great option if you want to connect your CRM, POS, HRM, or other tools.  

Yes! With Zonka Feedback’s notification system, you can:

• Receive instant alerts when a customer submits a response.
• Get notified about negative feedback to take prompt action.
• Set up team notifications so relevant departments are informed.
• Use automation workflows to assign responses to different teams.

This ensures you close the feedback loop efficiently.