What are surveys?

Surveys allow businesses to run two-way engagements over SMS, where they can send and receive feedback from their customers. This is made possible by the SMS channels i.e. Dedicated short codes and shared shortcodes (learn more).

Users can run inbound and outbound surveys on the platform, i.e. surveys where users opt-in to participate in a survey or businesses can send the survey to the recipients.

Mteja allows businesses to easily structure and automate conversations using SMS surveys.

Users have access to a feature that enables businesses to easily structure and automate conversations referred to as SMS Flow. The functionality is a visual building tool that allows users to meet needs such as; conducting surveys, NPS, automating lead acquisition & onboarding processes, and facilitating support among other activities. To learn how do you set up an SMS Flow, click here.

Under SMS, click on Surveys then the Create Survey Button on the top right button corner of the page
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Fill in the name and the description of the survey, then click Create.
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Once created, you can choose to send the survey to your participants by clicking on the Send Survey button.
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Select the Shortcode or Keyword that you would like to use for the survey, then select whether to use an existing flow or to create a new SMS flow.

The next step is to configure the survey keywords:
Opt-out: This allows a survey respondent to end their participation in the survey
Opt-in: This allows survey respondents to join the survey, using the keyword(s) set

Reset: It allows a respondent to restart the survey, any previous responses inputted will be discarded.

Please note; if you choose not to set up the keywords, participants will not be able to opt-out, opt in or reset the survey.
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Notification settings allow for the responses to be sent to your existing database through a callback URL, or to an email address. You have the option to receive results after the recipient has answered all the questions or after each question.
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If you have selected to use an existing SMS flow, or you are choosing to create a new one, you can edit the flow before saving it as part of your survey.

Next, select your survey recipients by either selecting a CSV file, select already uploaded contacts on the platform.
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You are presented with a preview of the settings selected in the survey creation alongside confirming the recipients. Once confirmed that all the settings are okay, you can send out the survey.
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Under SMS Channels, select the shortcode or keyword you would like to use to set up the survey.

This will direct you to the team inbox configuration where you will select the Chatbot option.
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Next, select the survey you have already created, under Chatbot Survey.

Thereafter, select the SMS Flow that was already created and click Copy & Replace.
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Once selected, click on Edit Flow Settings, to confirm the flow selected, as well as the Keywords.

Opt-out: This allows a survey respondent to end their participation in the survey
Opt-in: This allows survey respondents to join the survey, using the keyword(s) set. Or if left on "Use Anyword" allows a customer to text into the shortcode with any word.

Reset: It allows a respondent to restart the survey, any previous responses inputted will be discarded.

Once complete Save the configuration and the inbound survey is live for the participants to take a part in.

The platform offers comprehensive reporting and analytics tools to enable users to analyse the data collected when running the surveys. You can view the insights for all the surveys ran.
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The insights page offers a summary analysis of the following:

All Customer surveys - all surveys that have run.
​Number of Messages - Total number of inbound and outbound messages in the surveys ran.

Average Messages per Survey - The median number of inbound and outbound messages in each survey.

Unique Participants - the number of new customers that have been engaged.

Average Message per Participant - the mean number of messages received and sent per participant.

Delivery Rate - the percentage of messages received by the survey participants.
​Response Rate - the proportion of responses received against the total number of outbound messages in the surveys.

Sentiment Analysis - A Sentimeter shows a view of how participants feel about the product and service; whether positive or negative.
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Additional insights include NPS and CSAT scores.
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Select the report you would like to look at and click on the View button on the right side of the page.
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To access the survey reports for individual surveys run, click on the Reports from the right side of the page.
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This gives you access to the data collected during the survey. You can export the data and analyse the data externally

Reach us at support@mteja.io for additional support or if you have any queries with the service.