Surveys by SMS reach people who never open emails or install apps. A short question and a numbered reply is enough to measure satisfaction, collect field data or poll a community.
Three ways to run a mobile survey
- SMS: send a question, people reply with a number or word. Best for one to three questions. Uses two-way SMS.
- USSD: people dial a code and answer a menu. Best for longer surveys and structured data; free-flowing and session-based. See USSD.
- Voice (IVR): questions are read out and answered with key presses. Best for low-literacy audiences. See voice SMS.
Example: customer satisfaction
“Thanks for visiting BRAND today. How would you rate us? Reply 1 (Poor) to 5 (Excellent).”
Follow up low scores automatically: “Sorry to hear that. What went wrong? Reply with a short note and our manager will call you.”
Tips for higher response rates
- Send within an hour of the interaction, while it’s fresh.
- Ask one question per message.
- Use numbered answers, not free text, wherever possible.
- Say how long it takes: “1 question”.
- Thank people when they reply.
Clean data
- Accept variations: “5”, “five”, ” 5 “.
- Store the sender number and timestamp with every reply.
- Limit one answer per number when needed.
- Export results to Excel or pull them via the API’s
inboxaction.
Running a vote instead? See SMS voting.
Get started
Create a Connect Media account — SMS from KES 1.0, no minimum top-up, credit that never expires, and one account for Safaricom, Airtel and Telkom. Call +254 707 339 945 or email info@connectmedia.co.ke.
Frequently asked questions
How do SMS surveys work?
You send a question by SMS and people reply with a number or word. Replies arrive in your inbox with the sender's number and time.
Is USSD better than SMS for surveys?
USSD suits longer, structured surveys. SMS is best for one to three quick questions.
Can I export survey results?
Yes. Replies can be exported from the dashboard or retrieved through the API's inbox action.