Automation

SMS Survey: Post-Interaction Surveys Customers Actually Open and Complete

SMS open rates are 98%. Email open rates average 20%. For time-sensitive post-interaction feedback, the channel matters as much as the timing. Deploy this automation and surveys go out via SMS at the trigger event, reaching customers where they actually are.

SMS surveys sent within 2 hours of a service interaction achieve response rates 4x higher than equivalent email surveys sent at the same time

How it works

  1. 1

    Trigger: an appointment, delivery, or interaction completes

    Fires automatically the moment the appointment, delivery, or interaction completes.

  2. 2

    Survey delivered by SMS

    Short, 2 to 3 questions, completed in under 60 seconds.

  3. 3

    Routed by reply tone

    A negative reply reaches the responsible team within minutes of arriving.

    ✓ A second text follows with a direct review link.

    → Routed to the business for follow-up within the hour.

  4. 4

    SMS survey dashboard

    Scores and review conversion, updated in real time.

The channel gap between email and SMS is substantial for time-sensitive survey delivery. An email survey requires the inbox to be open, the email to clear spam filters, the subject line to earn an open, and the body to earn a click. An SMS arrives immediately, visible on the lock screen, and is typically opened within 3 minutes. For any business where the feedback window is narrow, specifically where the service interaction is brief and the experience is immediate, SMS is the right channel. Deploy FeedbackRobot's SMS survey automation and the survey arrives via text at the trigger event. An appointment completed, a delivery made, a table cleared. Each text is short and includes a link to a 2-3 question survey specific to the interaction type. The brevity is intentional. A customer who just had a haircut or a plumbing repair will complete a 2-question text survey in under 60 seconds. The same customer faced with a 10-question email survey will not. Responses are classified and routed automatically on submission. A negative response triggers a follow-up from the business within the hour. A positive response triggers a review request via a second SMS with a direct link to the relevant review platform. The two-message sequence from feedback to review request, handled automatically, generates both operational intelligence and review volume from the same interaction.

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Frequently asked questions

Why SMS instead of email for this specifically?

SMS open rates run around 98% versus roughly 20% for email, and texts are typically opened within minutes, for a narrow feedback window that gap matters more than for less time-sensitive surveys.

Why only 2 to 3 questions?

Brevity is intentional, a customer who just had a haircut or a repair done will complete a 2-question text survey in under a minute, the same person will not finish a 10-question email survey.

What happens after a positive response?

A second text goes out with a direct review link, capturing feedback and a review request from the same interaction without needing two separate campaigns.

What happens after a negative response?

It triggers a follow-up from the business within the hour, while there's still a chance to address the issue directly.