Collecting feedback from customers has always been a challenge. Email surveys suffer from low response rates. Phone surveys are expensive and time-consuming. Paper forms get lost. Today, we are launching a solution that meets customers where they already are: their text messages.
How SMS Surveys work
Our SMS Survey solution uses an interactive workflow builder that lets you design multi-question surveys delivered entirely via SMS. Each question is sent as a text message, and the recipient replies with their answer. Based on their response, the next question is triggered automatically — creating a conversational survey experience that feels natural and effortless.
The workflow builder supports several question types:
- Multiple choice — recipients reply with a number or letter to select their answer
- Rating scales — "Rate your experience from 1 to 5"
- Open text — free-form responses for qualitative feedback
- Yes/No — simple binary questions for quick data collection
- Conditional branching — route respondents to different follow-up questions based on their answers
Real-time response tracking
As responses come in, they appear in your dashboard immediately. You can monitor completion rates, view individual responses, and track aggregate trends — all in real time. There is no waiting for a survey period to close before you can see results.
Detailed reporting lets you export response data, filter by date range or respondent segment, and generate visual summaries suitable for presentations and board reports.
Use cases we are already seeing
Since beginning the beta programme, we have seen our customers use SMS Surveys for a wide range of purposes:
- Customer satisfaction (CSAT) — post-interaction surveys sent immediately after a service call, appointment, or delivery
- Net Promoter Score (NPS) — the classic "How likely are you to recommend us?" question, delivered by text with follow-up based on the score
- Event feedback — post-event surveys for conferences, training sessions, and workshops
- Employee engagement — pulse surveys for staff who may not have regular access to email or internal systems
- Market research — quick opinion polls to test product ideas, pricing, or messaging
Why SMS outperforms other survey channels
The response rates speak for themselves. Email surveys typically achieve 5-15% completion rates. Our SMS Surveys are consistently achieving 25-40% completion rates during the beta, with some customers reporting over 50%. The reason is simple: replying to a text takes seconds, and most people do it immediately.
SMS surveys also benefit from the channel's 98% open rate. Unlike email surveys that may sit unread in a promotions folder, text message surveys are seen almost immediately. Combined with the ease of replying — just type a number or a few words — this creates a survey experience with dramatically lower friction than any alternative.
Combining surveys with your existing SMS strategy
SMS Surveys work alongside your other Faretext messaging tools. You can trigger a survey automatically after sending an appointment reminder, follow up a marketing campaign with a satisfaction check, or run standalone research campaigns to specific segments of your contact list.
For developers, surveys can be triggered programmatically via our SMS API, enabling you to build feedback collection directly into your application workflows.
Getting started
SMS Surveys are available now for all Faretext customers. The workflow builder is accessible through your Faretext account, and our team is available to help you design your first survey. Reach out to your account manager or email hello@faretext.co.uk to get started.
Frequently asked questions
How many questions can an SMS survey include?
There is no hard limit, but we recommend keeping surveys to 3-5 questions for optimal completion rates. Shorter surveys consistently achieve higher response rates.
Can I customise the sender ID for surveys?
Yes. Survey messages are sent from your branded sender ID, so recipients recognise the message as coming from your business.
How much does an SMS survey cost?
Each survey message is charged at your standard SMS rate. A 5-question survey uses 5 outbound message credits plus any inbound replies, which are included free of charge. Check our pricing page for current rates.
Can survey responses trigger automated actions?
Yes. The workflow builder supports conditional actions, so a negative satisfaction score can automatically alert your support team, while a positive score can trigger a thank-you message or a referral request.
