Customer Satisfaction Surveys

Sending an SMS containing links to surveys for customer satisfaction feedback (NPS, CSAT, CE) is a reliable way to ensure a high response rate.The table shows a sample framework, assessing the potential impact of a business using SMS to collect customer feedback.Example: A company has just launched a new product. To get a sense of how well the launch generated awareness with customers, the marketing team uses the SMS survey capabilities to quickly determine the effectiveness.A quick tutorial - here’s how you can get it done with 8x8 SMS Engage

Number of customers	200,000
% of customers that churn per month	2%
Number of customers that churn per month	4,000
Average lifetime value of a churned customer	$80
Total lost lifetime revenue from churned customers in a month	$320,000

% of originally churned customers that were retained being re-engaged with an SMS survey	4%
Total lifetime value saved from a month of SMS surveys	$12,800

SMS surveys sent per month	200,000
Cost per SMS	$0.015
Total monthly SMScost	$1,300

Net savings in a month	$9,800
Cost savings for every $1 spent on SMS	$3.27