Getting customer feedback not only gives you the right insights to improve customer experiences and operations but also brings more credibility to your store.
In fact, 91% of consumers read feedback regularly. So, having a product line with limited reviews becomes the first bottleneck in sales.
To help you avoid such issues and boost operations, we will look at different types of SMS surveys you can run along with best practices for maximum response.
SMS feedback survey types (with sample feedback request message)
The most common types of SMS surveys are:
1. Abandoned cart SMS survey
Abandoned cart SMS surveys give good insights into what's affecting conversion rates in your business.
More than 70% of online shoppers leave products in their carts. These shoppers are high-intent leads, and understanding what's preventing them from making a purchase is valuable data.
To collect this data, you can drop a quick abandoned cart SMS survey with options to choose the reason behind the drop.
Sample abandoned cart SMS survey template:
Hi [Customer Name], [Product name] is waiting in the cart. What's holding you back? Reply 1 for Price, 2 for Long delivery wait time, 3 for Slow checkout, 4 for Just browsing, or 5 for Found Elsewhere.
2. Post-purchase feedback SMS survey
Post-purchase feedback surveys help you assess customers' shopping experience. At least one in five customers drop products due to a complex checkout process.
Conducting these surveys gives you regular insights into the current checkout process and how it can be further improved.
Sample post-purchase feedback SMS survey template:
Thank you for your recent purchase! We'd love your feedback on your checkout experience. Reply with a number: 1 for Smooth, 2 for Slow, or 3 for Poor. Your input helps us improve!
3. Delivery feedback SMS survey
Delivery feedback SMS surveys gather customer feedback on the experience. 88% of US shoppers said that online retailers failed to meet their expectations at least once. Late deliveries are one of their primary frustrations.
Conducting regular delivery feedback SMS surveys and improving the delivery experience is one of the first steps in becoming a trusted eCommerce store.
Sample delivery feedback SMS survey template:
Woohoo! Your product just arrived. Rate the delivery experience! Reply with numbers: 1 for Fast delivery, 2 for Delayed delivery, or 3 for Poor packaging.
4. Product feedback SMS survey
A product feedback SMS survey helps to gather customer opinions about products delivered. It gives actionable data to improve your existing product, de-list the products that are getting poor feedback, and double down on what's catching up with customers.
74% of consumers say it only takes up to three bad experiences with a brand for them to abandon it. So, while customers are willing to give another chance, continuous poor product experience can lead to losing a customer.
In that case, product feedback surveys become a goldmine to keep optimized inventory for products that are hitting a chord with customers.
Sample product feedback SMS survey template:
Hi [Customer Name]! Your order [Product name] got delivered. Earn loyalty points by dropping a quick review: [Review Link].
5. Return and refund process feedback SMS survey
Return and refund process feedback SMS survey helps to identify bottlenecks in your return process.
A Statista survey found that almost 80% of shoppers won't return to shop from a store that doesn't provide a good return experience.
Continuously improving the return process is an integral part of running an eCommerce store. Gathering data from return and refund process feedback SMS surveys is the first step to doing that.
Sample return and refund SMS survey template:
Hi [Customer Name], Thank you for your recent return. On a scale of 1-5 (1=Very Dissatisfied, 5=Very Satisfied), how satisfied were you with the return process? Reply with 1-5.
6. Customer service feedback SMS survey
Customer service feedback SMS surveys are quick surveys sent to customers whenever they interact with customer service. It's a short survey to quickly gather how they would rate the interaction and quality of support they received. Good customer service support is one of the top drivers of customer loyalty.
Tracking these survey numbers will help you identify how many customers are happy with the customer service and if customer support team members require additional training.
Sample customer service feedback SMS survey template:
Hi [Customer Name], thanks for reaching out to [Company Name] support. How helpful was the interaction with our customer service executive? Rate from 1 to 5 (1=Not Helpful, 5=Very Helpful). Reply 1-5.
7. Net promoter score SMS survey
Net Promoter Score (NPS) SMS surveys are a quick way to gather an NPS score. NPS score is a metric used to gauge how likely customers are to recommend your brand to others.
An NPS score higher than 30 indicates that your company is doing great and has far more happy customers than unhappy ones. An NPS over 70 means your customers love you, and your company is generating a lot of positive word-of-mouth from their referrals. The average NPS score for eCommerce brands is 52 in 2024.
While you have multiple metrics to track as an eCommerce brand, an NPS score can be one of the most valuable metrics to work upon.
Sample net promoter score SMS survey template:
Hi [Customer Name], on a scale of 0-10, how likely are you to recommend [Brand Name] to a friend? (0=Not Likely, 10=Very Likely) Reply with your score.
5 Best practices for SMS feedback surveys
Follow these best practices to ensure your surveys get maximum response:
1. Ask one question at a time
Don't overload the survey with multiple questions. Have it within the character limit (160 characters) and with one question at a time. An ideal SMS is one that customers can read on the go.
2. Offer an incentive
Offer incentives to customers for surveys requiring a considerable effort from customers. For instance, giving coupons to customers for writing elaborate reviews helps you in both ways.
You build a credible store and acquire the next order from an existing customer at a relatively low marketing cost.
3. Brand your request
Customers should be able to quickly recognize that the SMS is from your brand. You can add a brand name at the beginning or end of the SMS or send it from a registered branded sender ID.
4. Personalize the message
Include customer name, order number, and product name in the SMS so customers can easily identify which order the survey is about.
5. Send it at the relevant time
Send surveys at the right time within 24-48 hours of the relevant event. The following timing guidelines for different SMS feedback messages will help:
- Abandoned cart: Within two to four hours after abandonment
- Post-purchase: Within one hour of placing order
- Delivery: Within one hour of product delivery
- Product: Within 24 hours of product delivery
- Return and refund: 24 hours after return confirmation
- Customer service: Within one hour of interaction
- Net promoter score: After a purchase
An SMS marketing platform automates the entire process to help you send surveys at the right time based on customer interaction.
Automate the feedback surveys with Plivo CX
Plivo CX simplifies the entire SMS survey processing for eCommerce businesses. Our no-code journey builder feature allows you to run SMS surveys on autopilot. Seamlessly integrate Plivo CX with Shopify and schedule automated SMS surveys using a simple drag-and-drop interface—no coding required.
Plivo CX Journey feature
Apart from the effective SMS survey creation, Plivo CX also supports:
✅Getting customers to opt-in
✅Creating campaigns with in-built templates and AI copywriter
✅Scheduling marketing campaigns with AI assistance
✅Launching ad-hoc campaigns with ease
✅Building reports of campaigns
You get a complete solution that complies with all industry and government regulations. Further, we do not rely on external carriers. Instead, we use our internal premium carrier network that ensures high deliverability.
Our internal premium carrier network enables you to send messages to over 220 countries/territories with higher deliverability for as little as $0.0065. You can easily cut your SMS marketing costs by up to 70%.
Want to run SMS surveys seamlessly? Schedule a demo today to explore the powerful features of Plivo CX.
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