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Did you know?

Completed Survey take rate by mail is < 1%

Completed Survey take rate by email/web is 3-6%

Completed Survey take rate by SMS is 22-24%


A two minute SMS customer satisfaction survey can:

  • Let you Gain Actionable Insights
  • Close the loop with your Customers
  • Ask intelligent questions
  • Gather valuable feedback
  • Help you Spot Trends
  • Free information
  • Improve Problem Areas
  • Help Customers Feel Appreciated
  • Retain Your Business

Sire Advantages

  • Weighted question answers
  • Advanced Branch Logic
  • Template Ideas for your business
  • Not just fire and forget - advanced Session flows
  • Still simple to use

What are your customers are saying about you? (Customer Promoter Score), acts as a leading indicator of growth. If your organization’s CPS is higher than those of your competitors, you will likely outperform the market, and managing your organization to improve CPS will also improve your business performance. Whether you are aiming for faster growth or increased profits, you can use CPS as the foundation of a measurement framework that is tightly tied to the customer journey.

The CPS Calculation

Calculate your Customer Promoter Scores using the answer to a single question, using a 0-10 scale: How likely is it that you would recommend [brand] to a friend or colleague? This is called the Customer Promoter Score question or the recommend question.

Respondents are grouped as follows:

Promoters(score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth

Passives(score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

Detractors(score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Subtracting the percentage of Detractors from the percentage of Promoters yields the Customer Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

Sample Program

Helping You Prepare for the Road Ahead

Tells us how we are doing!

On your mobile phone
Text the keyword: Survey
To: 39492

Customer Satisfaction Survey
Social Media Version Template

inpCustomerName, thanks for your recent social media contact with inpBrandName. We'll text you shortly for some feedback about your experience.

How likely are you to recommend inpBrandName services to a friend or family member - on a scale from 10 (definitely) to 1 (definitely not)?

Great! How satisfied are you with the overall social media experience by inpRepName from 10 (very satisfied) to 1 (very dissatisfied)?

Thanks. How satisfied are you with the overall social media experience by inpRepName from 10 (very satisfied) to 1 (very dissatisfied)?

Sorry to hear. How satisfied are you with the overall social media experience by inpRepName from 10 (very satisfied) to 1 (very dissatisfied)?

Great! How many times did you have to contact inpBrandName to resolve your request?
1. One
2. Two
3. Three
4. Four or more
5. Not Resolved

Thanks. How many times did you have to contact inpBrandName to resolve your request?
1. One
2. Two
3. Three
4. Four or more
5. Not Resolved

Sorry to hear. How many times did you have to contact inpBrandName to resolve your request?
1. One
2. Two
3. Three
4. Four or more
5. Not Resolved

Excellent! Please provide any additional feedback to help us fully understand your experience.

Thank you. Please provide any additional feedback to help us fully understand your experience.

Sorry you were not satisfied. Please provide any additional feedback to help us fully understand your experience.

Thanks again for your time. Your comments help us improve, such as offering flexible 24/7 service. Get it with the my inpBrandName app - inpBrandWebLinkShort