10 Feedback SMS Templates for Customer Reviews and Surveys

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Sending feedback SMS to your customers can help you improve the quality of your products and services, which is essential if you want to maintain and grow your customer base in a competitive field. Knowing what you need to improve can be challenging, and no one can provide more valuable feedback than the people who already bought from you.

When used correctly, SMS feedback can give you direct, first-hand knowledge of how your customers experienced your products or services, what their preferences are, and their overall level of satisfaction. These messages are also cost-effective and quick.

In this article, we’ll define feedback SMS and how it differs from SMS surveys, explore its benefits, and provide tips for writing your own. Plus, you’ll get 10 feedback SMS and survey templates to inspire you.

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What is a feedback SMS?

From an ecommerce perspective, a feedback SMS is a text message that companies send to their customers to learn more about their experience. A typical feedback SMS either includes direct questions that the recipient is asked to answer through an SMS response, or a link to a survey.

The exact questions in the SMS or linked survey vary depending on the sender’s specific goals. They can gauge the customer’s overall satisfaction with the product or service or ask specific questions regarding the order and delivery experience, interactions with the customer service department, likelihood of recommending the company to others, and other relevant questions that aim to help the business improve its operations.

Feedback SMS is a great way to collect relevant feedback, mainly because SMS has excellent click rates. Brands sent 31% more SMS messages last year than the year before, showcasing this method’s efficiency and increased popularity.

Feedback SMS vs. SMS surveys: Differences

While both feedback SMS and SMS surveys aim to collect customer insights and are integral parts of an ecommerce organization’s SMS marketing, they’re structured differently.

A feedback SMS directly asks the customer for their opinion via text on either their entire overall customer experience or a specific part of it.

A survey includes multiple structured questions and aims to get more structured answers. They often include a rating scale or multiple answers from which the recipient can choose to answer each question.

10 feedback SMS templates

Here are 10 templates for feedback SMS messages. They each cover a different goal that the sending organization may have when asking their customers’ opinions.

1. Post-purchase feedback SMS

This basic feedback SMS can be sent to customers a little while after they’ve made their purchase. It simply asks if everything was satisfactory with the whole process.

Example: “Hey (Name), how was your recent order with (Brand)? Reply 👍 for great, 👎 if we can improve. Your feedback helps us get better!”

2. Net promoter score (NPS) SMS survey

Customer recommendations are an excellent way to get new business. This feedback SMS asks the customer how likely they are to recommend the product or service to someone else.

Example: “On a scale of 0-10, how likely are you to recommend (Brand) to a friend? Reply with a number. Thanks for your feedback!”

3. Customer service feedback request

This feedback SMS specifically asks the recipient to provide feedback on their interaction with the customer support team.

Example: “Thanks for contacting (Brand’s) support team! Was our service helpful? Reply YES or NO. Let us know how we did!”

4. Website functionality feedback

Having a well-functioning website is essential for a successful ecommerce business. You can find ways to optimize your website by asking visitors about their experience with a specific website feature.

Example: “Hi, (Name)! We noticed that you used our online store’s (Feature). Did it improve your shopping experience? Give us a quick YES or NO reply.”

5. Delivery feedback

In ecommerce, your customers’ delivery experience is an important part of your service. Finding out if there were any hiccups in the delivery journey can help you quickly resolve them and encourage repeat purchases.

Example: “Hi (Name), we hope you love your new (Product name)! How would you rate the delivery experience from 1–10?”

6. Product or service feedback

A feedback SMS is also a good way to gauge a specific product or service’s success. You can do that by asking those who purchased it to leave a review.

Example: “Thank you for purchasing the (Product name)! We’d love to know more about your experience with it. Please leave a review at (Link).”

7. Suggested improvement feedback

You can get even more specific than simply asking for a product or service review. This feedback SMS asks customers to mention specific ways in which they’d improve the product or service they’ve purchased.

Example: “Hi, (Name)! Thanks for purchasing the (Product or service). Now that you’ve had the chance to use it for a while, please let us know how we can make it even better. (Link)”

8. Return/refund process feedback

Some customers will return a product they’ve purchased and ask for a refund. Making this easy for the customer can show that you’re customer-oriented and want to ensure their experience with you is positive.

Example: “We’re sorry you had to return your (Product name). Please let us know how easy the return process was by replying with a number from 1 (very complicated) to 5 (very easy).”

9. Mobile experience feedback

Many customers use smartphones or tablets to browse through online stores and make purchases, so an online store needs a smooth-running website and/or app.

Example: “How was your experience with using our mobile app? Please let us know by replying with a number from 1 (poor) to 5 (excellent).”

10. Payment process feedback

Having a straightforward payment process can prevent shoppers from becoming frustrated and abandoning their carts. You can use feedback SMS to discover if it needs improving.

Example: “Thanks for your purchase! Please let us know if you had a quick and smooth payment experience by replying with YES or NO.”

SMS survey templates

Sometimes, you may want a more structured reply, which can help you gather accurate statistics regarding how customers perceive various aspects of your business. These three survey text message templates are great inspiration, covering different business needs. You can find more SMS templates for various purposes on Omnisend’s website.

1. Food and beverage SMS survey

Here’s an example SMS survey to help you assess your customers’ overall satisfaction with their dining experience.

Example: “Thanks for dining with us today, (Name). We’d love to hear about your experience:

How would you rate the food you had today from 1 (poor) to 5 (excellent)?
How would you rate the service you received today from 1 (poor) to 5 (excellent)?
How likely are you to recommend our restaurant to others from 1 (not at all) to 5 (very likely)?

Thanks for your feedback!”

2. Healthcare SMS survey

This healthcare SMS survey will provide insight into how your patients are doing and how you can improve your services.

Example: “Hi (Name). You have recently had an appointment with one of our team members. We would be grateful for your feedback — please click this link: (Link)

On a scale of 1–5, how would you rate the care you received today? Could you tell us why you gave your answer?

Please tell us about anything that we could have done better:

3. Hotel SMS survey

This hotel SMS survey is a great way to find out what your customers think about the quality of your service.

Example: “Loved your stay at (Hotel name)? Tell us about it in a short survey and help us improve for next time. (Link)”

Best SMS survey tool

If you’re looking for a powerful yet intuitive solution for your SMS survey creation and automation needs, Omnisend stands out as the tool to use.

Loved by professionals and newbies alike, Omnisend offers essential automation capabilities needed to get the most of your customers’ opinions. You can set up automated SMS workflows that will survey your audience at specific points of their customer journey. Plus, with powerful analytics tools, you can continuously improve your marketing strategy and customer interaction.

With the replies you get from automated SMS surveys, you’ll be able to segment your customers so you can target them more effectively in the future.

Omnisend offers advanced email marketing too, and pairing this with its SMS survey tool delivers proven excellent results. As it seamlessly integrates with major ecommerce platforms like Shopify, you get the all-in-one solution you need.

Benefits of using SMS surveys to gather feedback

Despite the many other methods you can use to reach out to your audience for feedback, SMS surveys have their unique set of advantages. Some of the most relevant are:

1. Higher response rates than email surveys

The first reason why you’re more likely to get a response from a customer via SMS than via email survey is that the former has a higher open rate. People may miss an email, but a text message is right there in their phone’s notifications bar. Also, text messages have a more personal feel, which can increase the likelihood of the recipient responding.

2. Real-time customer insights

Since SMS messages are usually read and responded to within minutes of you sending them, you get rapid feedback from your customers. This can be especially true if you send them right after an interaction, such as immediately after they get their delivery. Having quick access to customer insights can make your business more agile, allowing for faster improvements.

3. Convenient for customers

SMS being so simple and straightforward makes it convenient for your customers to use. Other survey collection tools typically require an internet connection, more advanced devices, or app downloads. SMS works on basically any mobile phone.

4. Cost-effective feedback collection

SMS surveys aren’t just highly effective but also relatively inexpensive. For instance, running an SMS campaign with Omnisend to US recipients will cost you $0.015/SMS. This means that you can reach 1,000 people for only $15.

5. Easy integration with CRM and marketing tools

SMS surveys provide plenty of value by themselves, but they’re even more effective as part of your overall marketing strategy. They’re easy to integrate with your CRM to help you create customer profiles, and the deep consumer behavior-related insights they provide will help you make better use of other marketing tools and maximize sales.

Omnisend’s SMS automation capabilities are powerful without a steep learning curve, making it a great tool to create useful SMS surveys — whether you’re an expert or not.

Tips for writing effective feedback SMS and survey messages

Consider these tips to improve the effectiveness of your SMS feedback and survey campaigns:

Keep messages short and to the point

People are indeed more likely to open SMS messages compared to emails, but that doesn’t mean they give them unlimited time and attention. You only have a few seconds to make your point, so keep your messages as concise as you can. Omnisend’s SMS calculator can help you optimize message length.

Use clear calls to action (CTAs)

Your messages need to have a clear point. Having an obvious and unambiguous call to action eliminates confusion and can reduce hesitation, making the recipient more likely to respond. This Omnisend guide can help you create effective email CTAs.

Personalize messages for higher engagement

People love a personal touch, and mass SMS messages tend to have the opposite effect. You can make your messages seem more personal by adding elements like the recipient’s name and information about your previous interactions. This is likely to increase response rates, as it creates an instant connection between sender and recipient.

Choose the right timing for feedback requests

Timing matters in everything, so it’s important to find the right time to send various types of SMS surveys and feedback requests. You shouldn’t wait too long to ask for feedback, as the recipient may have moved on to other things. Also, early weekday mornings usually have the best reply rates, while early mornings, late nights, and weekends can have the opposite effect.

Offer incentives to boost response rates

Even a small reward can nudge SMS recipients to take a few seconds out of their day to reply to you. Consider adding a bonus, such as a discount or gift card, to increase your engagement rate.

Wrap up

SMS is a powerful tool that ecommerce businesses can use to get quality customer feedback. This, in turn, can be analyzed and used to draw relevant conclusions to improve every aspect of your customer interaction. No one is more qualified to provide feedback than the people who chose to pay their hard-earned money in exchange for your products or services.

If you’re looking to get valuable feedback from your customers via SMS, make sure to check out Omnisend’s SMS automation tools.

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