We live in a world where evaluation is key. How did we do? Could we do better? Would you recommend us to others?
But when it comes to feedback, the format is crucial if we are to engage people and capture their attention long enough to get the response we need.
This is the ethos underpinning a new innovation at Carlisle telecommunications firm SMS Speedway where step by step surveys are being developed on WhatsApp for local businesses.
Using technology that is not available to the average WhatsApp user, CEO Bradley Kieser has developed a survey which asks just three questions with the golden question – would you recommend us to others? – taking the top slot.
To reply, you just click a response – there is no need to type and it will only take a few minutes.
“Time is precious”, said Bradley. “People just can’t be bothered with long, complicated evaluations. Even typing is just too much trouble when you’ve had a long day at work and you want to spend time with your family or just enjoy a bit of downtime.
“WhatsApp is the perfect platform. Studies show the response rate to WhatsApp is 98 per cent, compared to around seven per cent on email.”
The new surveys are being marketed to estate agents and other local businesses keen to engage customers and develop their services.
Flexible links can be built in to ask for more specific information if needed – and if a customer gives up half their way through progress will be saved, ensuring that at least some information will be passed on to the business.
“We have one small window of opportunity to engage so let’s make it count,” said Bradley.
