There is no bigger opportunity to efficiently capture customer feelings about a company’s products or services at the point of experience and measuring customer satisfaction. “Ninety-eight percent of mobile phones are SMS enabled out of the box with 94 percent of all mobile users having SMS as part of their mobile plans. Nine out of 10 people walking down the street don’t have a pen in their pocket to fill out a comment card, but everyone has their phone with them.”
“Mobile tools are a great way to engage our guests,”. “They can provide instant feedback. The objective is to find more ways to get feedback from customers. People are getting inundated with email trash, so we wanted to leverage mobile as a way to interact with them in a fun way.”
Using SMS/text messaging, users can send their concerns, questions, suggestions, and compliments closer to the time interaction with a company has occurred. Given that more than 85% of consumers have a mobile phone, the ability to provide feedback back to a customer just got easier.