What are surveys?

Surveys allow businesses to run two-way engagements over SMS, where they can send and receive customer feedback. 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 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 Chatbot. The functionality is a visual building tool that allows users to meet needs such as; conducting surveys, NPS, CSAT, automating lead acquisition & onboarding processes, and facilitating support among other activities. To learn how to set up an SMS Chatbots, click here.

Click on Create Campaign on the right-hand side of the page

Select the channel type as SMS

Select the Campaign type as Surveys

Provide a name and description of the survey and create the Campaign.

Once created, to send out the survey, click on the SEND SURVEY button on the right-hand side of the page.
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Next, select the shortcode and choose whether to use an existing SMS Flow or to Create a New SMS flow. Click here to see the step-by-step process of creating a flow.
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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, under the campaign you created.
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The insights page offers a summary analysis of the following:

Number surveys - all surveys that have run under the campaign
​Ongoing Survey- Number of ongoing surveys under the campaign
​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.

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 Report Data button on 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

You can also view individual survey responses on the team inbox. Click on Team inbox on the left navigation bar to access the responses under each contact that took part in the survey. All unread contacts will show a counter of the number of unread messages.

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