Improving customer experience with SMS Surveys

Because of the volume of emails received, Plane Saver found that its comms could get lost in the daily stream, and so turned to SMS broadcasting. As these messages are always read on a mobile device, the recipient is able to instantly respond to a call to action.

The loans team send out bulk SMS when experiencing quiet periods, and always see increased activity when a message is sent.

“We recently received negative feedback from an unhappy member; I was able to view which member it was and call him personally to discuss it further, resolving the matter immediately. He was so happy that I made the effort to call him back to see if there was anything we could do, and that wouldn’t have been possible without the survey."

Claudia Ashcroft, Customer Service Manager

Anything from welcome messages to members, updates as to the progress of loan applications, and promoting additional services. The example opposite generated had three responses in the first hour alone – all containing car loan quotes of $10,000+.

If just one of these loan applications is successful, it pays for your SMS campaign for the year, let alone the month.

Collecting feedback and making improvements

Plane Saver have automated the sending of a quick SMS survey after mass phone call interactions and capture feedback at the freshest point of action. Since launching the SMS survey, Plane Saver have obtained over 95% positive feedback, with one response stating: “the staff are very friendly and brightened my day”.