Survey Services
Make automatic opinion and NPS surveys with SMS and instant messages
Measuring customer satisfaction is one of the most important things when you want to improve the customer experience of a company or community and get critical information about the organization’s operations. Surveys made via text and instant messages are very easy to use from the end user’s point of view, and therefore are answered with a high response rate.
The survey is sent to the customer as a text message or instant message, to which they respond according to the instructions given in the message, by either replying directly to the message, or by using the questionnaire that opens via a link. The content of the customer’s response can be, for example, a number, a letter, a yes / no answer, a word or open feedback. The survey is always modified to match the purpose of use, and there can be one or more questions in the survey.
The survey service works automatically, so that, for example, after a customer service event, a survey message is automatically sent to the customer. The results of the surveys can be monitored with the help of clear reports, and visually from a web interface. Raw data can also be retrieved from the service for separate reporting.
Survey Services – What can you do with the service?
Creating surveys
You can create surveys, for example, as chained text message surveys, so when the customer answers, a new message is sent based on the answer. Another way to implement the survey is to send a link to the survey web form in the message.
Sending surveys
The service has versatile settings for sending surveys. You can choose the sending times, the response options and limit the recipients as you wish. The survey can also be personalized for each recipient, in which case the feedback is targeted more precisely.
Collecting replies
You can choose whether numbers, letters or open answers are collected as responses to the survey. In the surveys, automatic measures are created for what kind of return messages are sent to the answers or whether the messages are forwarded directly to e-mail.
Monitoring result
Responses received within the timeframe specified for the survey are compiled and the response report data is sent to the company in the desired format, with the agreed cycle. Real-time monitoring of statistics is possible from the web-interface.
Survey Services – Features
Creating surveys
- Chained SMS survey messages
- SMS message contains a link to the questionnaire
- Defining the content of survey messages (message templates, answering options, links to the survey form, personalization)
- Importing JSON/CSV type contact data into the service (HTTP / SFTP)
- Comprehensive API documents: https://openapi.arena.fi
- Customer support and 24/7 technical support on call
Sending surveys
- 1&2-way SMS gateways for sending (MT) and receiving (MO) messages in Finland and abroad
- Shortcode or longcode as the sender
- Scheduling of survey messages to be sent (sending cycle, sending days and times)
- Ability to set sending and recipient-specific restrictions for sending survey messages
- Message Delivery Acknowledgments (DLR) and MT/MO message transfer error tracking
Collecting replies
- Defining the response time (how long it is possible to respond to the survey)
- Defining the allowed content of survey response messages (numbers, characters, open answers)
- Definition of actions caused by response messages (score triggers)
- Defining the contents and templates of return messages sent to survey replies
- Option to forward response messages in CSV/JSON format via HTTP, SFTP, Email
- Receiving responses via the web form questionnaire as a CSV file
Monitoring result
- Sending response report data in JSON/CSV type from the service (HTTP / SFTP / Email)
- Scheduling of report data to be sent (sending cycle, sending days and times)
- Monitoring of message volume statistics (MT/MO), message log export (excel / csv)
- Monthly message volume reporting and invoicing, broken down by service
- Web interface with comprehensive features: https://app.smartdialog.ai
