5 Tips for Successful SMS Feedback Collection and Higher Response Rates

As businesses strive to improve their customer experience, collecting feedback has become an essential tool for gaining insights and understanding customer needs. SMS feedback collection allows businesses to reach customers in real-time and get valuable feedback quickly and efficiently.

Whilst there are many channels available to collect customer feedback, one of the most effective is SMS. Whilst email usually has a lower response rate of 10% or less (industry dependent) SMS usually get a response of around 25-40%. So how do you ensure you’re getting this kind of response rate?

In this article, we’ll share 5 tips for successful SMS feedback collection and higher response rates. Whether you’re new to SMS surveys or looking to optimize your existing strategy, these tips will help you collect valuable feedback and improve your customer experience.


Addressing customers by name and making the message feel personalized increases engagement and makes respondents feel valued. Also ensure you match the tone of the messaging with your brand and customer segments.

DON’T: Make SMS’s feel like they’re blanket requests for everyone. Do use customers names and details appropriately, it gets their attention and feels more personal.


Using a recognizable name instead of a random number increases trust and familiarity. Twilio refer to this as an Alpha Sender IDs.  

FACTS: our AB test for one client showed a 6% increase in responses when using a friendly sender name instead of a random number.


Providing links to unfamiliar websites can raise concerns for some customers. To increase trust, set up redirects from your company’s website to the feedback collection page.

DON’T: Use link shortening apps such as Bitly, they’ve been used in fraudulent schemes and people are cautious about clicking on them. Instead used redirects from your webpage.
FACTS: Our AB test showed a 4% increase in responses using links redirected from the company’s webpage instead of unfamiliar links.


Offering incentives can increase response rates, but it’s important to align them with your users’ values and needs. For example, for a high-end demographic, change the incentive from “a chances to win £50 vouchers” to planting trees which was more appealing.

DON’T: Offer incentives your customers don’t care about


Asking for feedback at the right time is critical. It’s important to ask customers shortly after the “moment of truth,” such as after a case has been resolved or shortly after a meal. Waiting too long can dilute customer sentiment and decrease the likelihood of a response.

DON’T: I once received a phone call from a local car dealership asking me to respond to an email survey 10 days after getting my car serviced. Emotion from the experience was gone, email was ignored.
FACTS: AB test showed timing increased response rates by up to 8%.

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