Getting the Responses You Want with Compelling CSI Text Messages

CSI text messages are paramount for evaluating how your team is catering to your customers’ needs. Not only will CSI text messages improve your overall customer experience but they will also help you make better, more profitable decisions.

According to SurveyMonkey1, businesses that measure customer satisfaction are 33% more likely to describe themselves as successful as opposed to those that don’t. That being said, asking the right questions will pinpoint the expectations your customers have, and elevate you above your competition from a customer service perspective. Excellent customer service is proven to incite customers to choose a product or business over another.

In this blog post, you will get tips and examples of CSI text messages to better gather customer feedback.

Bigger is not always better

Asking for feedback never hurts, but avoid inundating your customers with a multitude of questions in the same text message. Don’t forget, you are texting your customers; keep them from having to scroll through a huge text message. Otherwise, they may answer only a part of the message or ignore it entirely. The idea that “one more question can’t hurt” is wrong. It is a waste of time for both you and your customers. Good text messages ask one simple, direct question at a time; keeping your messages from being overwhelming or confusing.

In other words, keep them short and sweet.

How your customers answer is your priority, not the amount of questions you think you should fire off to your clientele.

Here are examples of information you may want to glean from customers as well as examples of messages fit for each goal:

Did you properly grasp their needs, questions, or concerns?

Hello { customer.name }, Thank you for your last visit. So that we can serve you better, we would like to know: did we understand and properly answer your questions or concerns? Thank you for taking the time to answer us and the survey you will receive from {manufacturer}.

Making sure there are no misinterpretations is vital. According to consumers, customer service agents failed to answer their questions 50% of the time2.

You are giving customers a chance to speak up if they were not properly answered, which immediately benefits both parties.

Find loads of CSI text messages examples on our Help Center or directly in Kimoby via our automation library..

How likely would they recommend your business to a friend or colleague?

Hello { customer.name }, Since word of mouth is the best way to show your appreciation for a business, how likely is it that you would recommend us to a friend or colleague? Thank you for taking the time to answer us and the survey you will receive from {manufacturer}.

Recommendations are important for vehicle dealerships: 84% of consumers say they either completely or somewhat trust recommendations from family, colleagues, and friends about products and services3. Making sure your customers are talking about your service in a positive way is a proven method to getting new customers through your door.

Overall, how would they rate the quality of their customer service experience?

Hello { customer.name }, At { company.name }, we pride ourselves on high-quality service for our loyal customers. Overall, how would you rate the quality of your customer service experience out of 10? TEXT “1” for very negative or TEXT “10” for very positive.

Again, getting ratings from your customers about the level of service they received with your business has several benefits. For one, it shows customers you care. Secondly, it provides the perfect springboard for process improvement and finding ways to enhance your customer experience even further.

Don’t let their responses gather dust

When the feedback comes in, address it. There is no point in surveying for the sake of surveying. Now that you have answers, contact your customers and obtain more details. Listen to how they feel about a situation, and make sure you communicate empathetically. You will gain trust and probably have higher recommendations than not paying attention to their comments. Share the feedback with your team. You may be surprised to see that your colleagues may have answers on how to remedy the situation!

Variety will keep customers interested

Change your messages regularly. If customers conduct business with your organization every 4 to 6 months, they will no longer pay attention to your message if they never see any changes. Consider updating your CSI messages every 6 months.

View examples of messages you can use for your next CSI campaigns.

The importance of CSI shows no signs of slowing down. In today’s competitive markets, businesses with a razor-sharp focus on customer service and customer experience using text messaging will be the leaders of tomorrow. Proactive communications, authentic appreciation for customer feedback, and prompt follow-ups on less-than-satisfied customers will enable forward-thinking companies to remain ahead of the pack and increase customer loyalty.

Find out how Great Lakes Honda in Sault Ste. Marie improved both their CSI and customer experience through text messaging, read the case study, entitled Higher CSI and happier customers.

If you are not using texting for your business today, you may want to start looking for the best solution that will meet your goals. Please take a look at our platform.

  1. SurveyMonkey - Improve customer satisfaction with surveys
  2. MYcustomer - 10 tips for slicker all handling & CX
  3. Nielsen - Under the influence: Consumer trust in advertising

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