Utilising SMS for
customer feedback and surveys
Gather real-time feedback through fast, simple, and highly accessible messages. Whether you’re sending a quick customer satisfaction survey or a detailed Net Promoter Score (NPS) request, SMS ensures your message lands and gets answered.
Run customer satisfaction surveys that get responses
Traditional customer surveys often fall flat. Email inboxes are crowded, phone calls feel intrusive, and printed forms are inefficient. That’s where SMS shines.
Higher completion rates
Short, mobile-friendly surveys feel effortless for customers.
Faster responses
SMS is the fastest way to understand your customers’ needs and improve their experience.
Real-time insights
See feedback as it comes in to act immediately.
Why choose SMS for customer feedback and surveys
Compared to email, phone calls, or web-based surveys, SMS offers a direct line to your audience, wherever they are.
Cost-efficient messaging
SMS surveys are a cost-effective and reliable method for collecting customer feedback in real-time. For only a few cents per message, you can make use of an automated system with high deliverability and read rates. Your clients and customers can easily share their feedback, helping you improve your customer service.
Messages that get read
SMS boasts unmatched open rates, with over 95% of messages read within minutes. That means your customer service survey or follow-up doesn’t get buried in an inbox or ignored on a call list. It’s simple, instant, and doesn’t require the customer to download anything or navigate multiple pages.
Easy to use automation
Automating SMS surveys is easy with our online SMS service. Use one of our existing direct or Zapier SMS integrations to connect Kudosity with your other apps. Or, build your own with our flexible SMS API. Set up your customer survey campaign once and let our SMS software do the rest.
Use case examples
Collecting customer feedback isn’t a one-size-fits-all. Different moments in the customer journey require different types of surveys. With Kudosity, you can tailor SMS surveys to every stage, boosting response rates and gathering insights that matter.
Customer Satisfaction Surveys (CSAT)
Measure the customer experience immediately after a purchase, delivery, or interaction. These short, actionable surveys help identify pain points quickly, allowing you to resolve issues before they impact retention.
Customer Service Surveys
Send an automated survey right after a support call, live chat, or helpdesk ticket closes. Gather real-time feedback to improve service quality, agent performance, and overall customer satisfaction.
Net Promoter Score (NPS)
Track customer loyalty and brand advocacy by asking, “How likely are you to recommend us?” NPS surveys are crucial for understanding long-term customer relationships and forecasting future growth.
Product Feedback Surveys
Validate new feature launches, updates, or product changes quickly. Engage users with a single-question SMS survey or a short multi-step flow to capture feedback before scaling changes.
Event or Experience Surveys
Follow up after webinars, training sessions, or in-person events to gauge engagement and identify opportunities for improvement.
Employee Feedback Surveys
Surveys are not just for customers; use SMS to gather employee satisfaction and engagement insights, improving internal culture and retention.
How SMS customer feedback and survey systems work
Kudosity’s customer survey software is built for simplicity, speed, and scalability. Here’s how it works from setup to insight:
Automated Triggers
Automatically send an appointment follow-up, delivery feedback request, or support experience rating, no manual scheduling needed.
Tailored Messaging
Use a custom customer survey template that fits your industry, tone, and purpose. Whether you're asking for a 1–5 rating or an NPS score, messages are clear and relevant.
Interactive Flow
Allow customers to respond via simple taps or replies. Based on previous answers, ask follow-up questions, or escalate to your support team if feedback is negative.
Real-Time Reporting
View open rates, sentiment analysis, and completion data directly in your Kudosity dashboard for instant performance tracking.
Built for Simplicity. Trusted for Scale
Our SMS customer feedback and survey system comes with tools designed to make deployment and measurement effortless:
Speed
Our fast SMS service delivers messages in seconds—perfect for alerts, updates, and promos when timing matters.
Reliability
Kudosity guarantees 100% delivery to carrier. All messages are sent through ON-NET connections to local carriers—no grey routing.
Scalable solutions
Our platform scales with your business, from small projects to global campaigns, with developer-friendly APIs and custom messaging.
Global reach & 24/7 support
Reach 114+ countries securely and compliantly. Kudosity offers 24/7 real support. No bots, just real people.
SMS compliance, covered
Operating in healthcare, finance or government? Kudosity helps you meet Australian privacy and anti-spam laws with secure data handling, opt-out controls, and built-in consent management.
Get started with SMS customer surveys today
Our SMS messaging solutions help you connect with customers instantly, while white-label SMS capabilities give you complete control over your brand’s presence. From everyday customer service follow-ups to sophisticated enterprise messaging strategies, Kudosity empowers your business to communicate better, at scale, and with impact.
FAQs
What is an SMS survey?
An SMS survey is a short feedback questionnaire sent via text message to a customer’s mobile phone. It enables businesses to gather real-time insights on customer satisfaction, service quality, or product feedback directly within the messaging channel customers use most.
In Australia and New Zealand, SMS surveys are widely used because they achieve extremely high open rates (up to 98%) and fast response times compared to email. Businesses often use SMS surveys after purchases, service interactions, or events to measure CSAT (Customer Satisfaction), NPS (Net Promoter Score), or gather quick product feedback.
With Kudosity, you can automate SMS surveys, use pre-built templates, and ensure compliance with Australian privacy laws and global messaging standards.
Can you send a survey on a text?
Yes. SMS is one of the most effective methods for sending surveys. Businesses use text message surveys to collect quick, actionable feedback after key interactions, like a purchase, customer service call, or event.
With Kudosity, you can send single-question surveys or multi-step flows, automate them via API integrations, and track responses in real time.
What is the difference between feedback and surveys?
Feedback is any comment, opinion, or insight a customer provides about their experience, often in an informal and unstructured manner.
Surveys, on the other hand, are structured sets of questions designed to collect specific information in a measurable format.
For example:
Feedback: “The checkout was too slow.”
Survey: “How would you rate your checkout experience on a scale of 1–5?”
Kudosity makes both approaches easy, offering pre-built feedback templates and the ability to capture open-ended responses via SMS, WhatsApp, and RCS.
How to create an SMS survey
To create an SMS survey:
Choose your goal (e.g., CSAT, NPS, product feedback).
Write short questions or use a template.
Send via an SMS platform like Kudosity.
Collect and analyse responses in real time.
Tip: Keep it concise and include an opt-out to stay compliant with country regulations.
What industries benefit the most from SMS feedback and surveys?
SMS surveys are ideal for any industry that values fast, high-response feedback, including:
Retail & eCommerce – Post-purchase satisfaction and product feedback
Healthcare – Appointment follow-ups and patient satisfaction
Hospitality & Tourism – Guest experience surveys after stays or bookings
Financial Services – Service quality and compliance checks
Not-for-profit – Donor feedback, volunteer experience, program impact surveys.
Logistics & Delivery – Delivery experience surveys
What our customers say
Within the first 90 minutes, there was a 4x increase in website visitors and sales increased by 59%. What's even more exciting is the significant growth in first-time customers and returning customers.
A true game changer. Their NLP solution was the most effective marketing tool we've ever used for lead qualification at Uber.
Fast dedicated support. We love the local support and account management team. They're always very responsive to all our enquiries or ideas on how we can make the most of the platform.
Our first Giving Day was a success in reaching our $1M target with a two-touchpoint journey and conversational AI. We even had a $10k donation come through from an SMS touchpoint.
We started sending an SMS campaign only a month ago to 100,000+ customers and experienced a 20% increase in revenue, with increased site visits and conversions. We expect this to increase even further for Black Friday
We just completed our first conversational AI SMS pilot, it was focused on re-engaging candidates across our database that we haven't spoken to recently. We had amazing results, over 25% of people engaged in the conversation and around 5% of those we spoke to have now re-engaged.
SMS works well with email as it has a higher open rate. Anything can happen on an event day too, so it's also a great broadcast tool to have on hand because it's so much quicker to prepare and send.
The conversational SMS journey allows us to give customers the flexibility to choose when they want to be contacted. It's improved our contact strategy by reducing unnecessary calls and resulted in a 53% engagement rate.
Our phone calls with potential talent would be on average up to 7 minutes. Productivity and efficiency improved significantly when hundreds of messages could be sent within 10 seconds.
We were looking for an efficient solution that allowed us to improve our ability to service our customers' needs. The implementation of conversational Al did this and more; the results proved to be a game changer.
Ready for more in-depth messaging insights?
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