I've used T-Mobile for the last few years and found their customer service to be excellent. Now they are looking to improve it even more, using a three-question text message survey after each call to customer service.

The service is "powered by" Fizzback. According to a testimonial from T-Mobile's Customer Services Director on the Fizzback web site, T-Mobile plans to use the service for their store customers and within their customer service organisation, to "fine-tune our processes and improve employee performance."
This could be a really useful customer retention and marketing research tool.
Here is the full text of the T-Mobile survey:
Hello, thanks for calling T-Mobile. We'd like to ask you for some
feedback about your customer service experience. (All texts are free)
Q1 of 3: Overall how satisfied were you with your call experience?
5. Extremely
4. Very
3. Fairly
2. Not very
1. Not at all
Delighted you were satisfied.
Q2 of 3: Did the T-Mobile agent you spoke with resolve your query on this occasion?
a. Yes
b. No
Happy to hear that. Q3 of 3: How satisfied were you with the commitment
of the agent to resolve your query - from 5 (extremely) to 1 (not at
all)?
Thanks. Finally we would welcome your feedback on the reasons for your ratings, or how we could improve your T-Mobile experience. Please text us your comments
Thanks for taking part in our survey. Your feedback about our service will be used to help us continually improve. T-Mobile (powered by Fizzback)
While it may not be an appropriate communication channel for all brands, if there is a fit it's a great way to connect with customers "at the point of experience".
Have you received any SMS surveys? Would you respond to one if you did? Please leave a comment below.
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