Setup a Survey Campaign

3 min read

Surveys are a great tool to elicit your customer’s feedback and learn about their expectations, desires, and their overall opinion of your business. LeadWire harnesses the power and response of SMS messaging and gives you a tool to manage SMS Surveys reducing friction by allowing your customers to answer by texting back their responses without ever having to leave or being redirected to another page. This article explains how to set up and send SMS Surveys with LeadWire.

Set up the Survey #

To create a new survey, from the Campaign Setup view, select Survey as the Campaign Type. Upon selecting it, a series of new options will appear that will let you choose the survey type, this will help our open-ends analysis integration with Canvs. Then you can enter up to three questions and include instructions before the first question and a closing statement after the last one. The instructions will be sent along with the first question and this will serve as an opportunity for you to explain the purpose of the survey to your contacts. LeadWire offers three different types of questions for surveys, we discuss them in detail below.

Single Choice

Single choice questions allow respondents to choose between up to 5 possible answers. When they receive the text they will be prompted to choose A, B, C, D, and E.

Rating

Rating questions allow respondents to enter a number in a range (1-5 or 1-10), this is especially good for measuring Net Promoter Score (NPS). LeadWire validates that the answer is between the range, otherwise will send a text back letting the contact know he responded with an unexpected answer.

Open-ended

Open-ended questions are free-form survey questions that allow respondents to answer in open text format so that they can answer based on their complete knowledge, feeling, and understanding. They work very well to elicit honest opinions and feedback for your products or services.

Please Note: Every question is accounted as a message in your monthly plan consumption. They also have the same character constraints as SMS and MMS campaigns.

Open-ends analysis with Canvs #

In order to help you analyze your survey’s open-end responses, we’ve integrated Canvs powerful AI and Machine Learning technology into LeadWire’s survey module to process your survey responses and provide an intuitive report that provides rich emotional insights from your respondents. Canvs analyze unstructured data, such as survey verbatims, and provides deeper insights into why consumers feel the way they do. When you send an open-ended question, LeadWire will process questions with Canvs when a 10% answer rate milestone is achieved. Once the answers are processed and the report is ready you will receive a notification email. To learn more about this integration go to our Canvas integration page.

Sending a Survey #

Once you’ve set up your campaign details and have all the survey questions ready you can save it as a draft, schedule it for later, or send it right now. In your confirmation screen you will see the same details as in SMS and MMS campaigns, LeadWire will provide an estimate of questions being sent.

Please Note: Actual consumption total will depend on the number of total questions, customer answers, instructions, and closing statement text.

Answering a Survey #

When you send your survey, LeadWire will send the instructions along with the first question to all the contacts from your chosen audience. Then, as they answer each question, they will receive the next one (if the answer is valid). Here’s an example of how your respondents will interact with your survey.