After delivering a service or selling goods, gathering feedback is key to improving customer satisfaction and enhancing your offerings. Whether you're measuring CSAT (Customer Satisfaction Score) or NPS (Net Promoter Score), these surveys can provide valuable insights. CSAT gauges how satisfied customers are with your service, while NPS assesses their likelihood of recommending your business to others.
With Mteja’s Surveys API, you can seamlessly integrate these surveys into your system and trigger them automatically—right after a successful transaction, for example—ensuring you capture valuable feedback at the right moment.
Let’s walk through how to use Mteja’s Surveys API to send customer feedback surveys. For this example, we will assume to be an online furniture retailer with countrywide delivery.
Step 1: Creating a Chatbot
Chatbots help structure and automate customer interactions across multiple channels, including SMS. For this guide, we'll use an SMS chatbot to handle survey responses. You can learn more about chatbots in our dedicated guide on Chatbots.
Here’s how to set up a chatbot for SMS surveys:
Log in to your dashboard.
In the main menu, click on Chatbots.
Select SMS Flows and click Create.
On the Left Panel, under CRM Actions, drag Customer Satisfaction(CSAT) - a preconfigured menu for collecting customer feedback. You may customize the questions to your liking.
Click Create
Now, your chatbot is ready to handle survey responses from customers.
Step 2: Creating a Campaign
A campaign groups interactions based on the channel and type. In this case, we'll create an SMS Survey campaign to manage our customer feedback flow.
To create an SMS Survey campaign:
Log in to your dashboard.
Navigate to Campaigns from the main menu.
In the top-right corner of the Campaigns table, click Create Campaign.
Choose the SMS channel and select Survey as the campaign type, give it a name and description.
For more details on setting up campaigns, refer to our guide article on campaigns.
Step 3: Configuring Your SMS Channel
Surveys are delivered using SMS shortcodes and keywords, which support two-way SMS communication—ideal for gathering responses.
Here’s how to configure your SMS channel for surveys:
Log in to your dashboard.
From the main menu, click on Channels.
Select SMS Channels and choose your dedicated shortcode or keyword.
Click Configure.
Set your inbound messaging mode to Chatbot to enable surveys.
Optionally, configure a callback URL under Notification Settings to automatically send survey results to your system once a survey is completed or timed out.
Step 4: Sending the Survey
Once our customer receives their furniture and makes a payment, it's time to trigger the survey. For example, we could send a CSAT survey right after delivery by making a request to the SMS Survey API endpoint with the appropriate request body.
See the API Documentation for more details.
Step 5: Collecting Survey Outcomes
Once a customer completes their survey or if the survey times out, you will automatically receive a real-time notification via your configured callback URL. This notification will include the survey results, enabling you to instantly collect and analyze feedback without manual intervention.
For more details on these notifications, check out our Notification API documentation.
That’s It!
With Mteja’s SMS Survey API, you can now effortlessly send surveys to your customers, allowing you to collect critical feedback about your service quality. These insights will not only help you improve but also build credibility through satisfied, vocal customers.