Sending a Survey via Text Message
- How It Works
- Create a Text Message Collector
- Add Recipients
- Preview and Send Your Text Message
- Track Recipients and Analyze Your Results
- Team Settings
- What Survey Takers Can Do
How It Works
The Text Message collector lets you text people with a US or UK phone number a link to take your survey. Survey takers can open the link to take your survey in any survey language on their mobile phone.
Sending texts via SurveyMonkey helps you reach a large audience quickly, avoid spam filters, and make your survey more accessible to people on mobile devices. Anytime texts are sent, credits are deducted from your team's text balance.
The Primary Admin controls which members of the team can use the Text Message collector. If someone doesn't have access, they won't see the collector in Collect Responses. If a survey with a Text Message collector is shared with someone who doesn't have access, they can see the collector in their collector list, but won't be able to send or create text messages.
TIP! You’re responsible for ensuring your survey and text messages are compliant with privacy laws. Learn more about data collection and privacy best practices.
2 Design your survey
2 Create a Text Message collector to send your survey
2 Survey takers open the survey link in the text message to take your survey in a mobile browser
2 Track your sent text messages and analyze your results
Create a Text Message Collector
To send your survey via Text Message:
You can't customize the number the text is sent from.
Your message needs to include your company name but can't contain links. You can add special characters, code, or emojis, but they may take up additional character space and count towards your character limit. Texts sent per recipient lets you know if 1 or 2 texts will be sent to each recipient.
If you can’t Save your message, shorten your message until you can.
Recipients will receive your custom message, the survey link, and the following opt out text, which isn’t editable:
Reply HELP for info. STOP to opt out. Msg&DataRatesMayApply
Text Message Language
In the Design Survey section, you can change your survey language. The opt out text is automatically translated to this language, but you need to provide your own translations for your survey title, questions, and answers.
Don't share personal information other than your company name
Don’t include any personal information, for example people’s names or other information that identifies a person or business, other than your company name. If you include personal information in the text message and receive a Right to be Forgotten request, you may have to delete the entire collector and all responses it collected in order to fulfill the request.
Update the collector options to control the survey taking experience or add restrictions to the survey. If your team uses a custom subdomain, it isn't supported when using the Text Message collector.
Recipients need to have a US or UK phone number. There are a couple ways to add recipients to your text message:
Any new phone numbers you enter or import are saved in Contacts. You can add up to 1,000 recipients per text message. To send more text messages, create multiple collectors for the same survey.
TIP! Use custom data to include info you know about your survey takers in the survey results.
The formatting instructions in SurveyMonkey update dynamically based on how you choose to import recipients and help make sure you don't encounter any errors.
Your recipient phone numbers are updated in the Send To field to include the US country code and recipient name, if custom data is saved in your account, and any non-numeric characters are removed. For example:
+12223334444 Name: +15556667777
+ 44 7911 123456 Name: + 44 7911 123456
Spreadsheet and List Errors
If you see an error about invalid contacts or that “something went wrong” when you add recipients or try to send a text message, it means your list wasn't formatted correctly or you added duplicate, opted out, or bounced phone numbers.
Tidy up your spreadsheet or manual list, then try to import again. Here are some tips:
Preview and Send Your Text Message
As you update your message and options, the mobile preview on the right shows a preview of your text.
Test Your Text Message
You can send a test text to any US or UK phone number. The survey link in the test lets you preview the survey without recording any responses. Sending test messages may use up to 2 texts from your text balance.
Send Your Text Message
When you're ready, click Send. Make sure you're following our Acceptable Uses Policy and check the box to confirm that all SMS recipients have consented to receiving these text messages from me in accordance with applicable law, and I have identified my company in my message. It's your responsibility to only send surveys to people who have agreed to receive texts from you. Then you can click Send Text.
It isn't possible to schedule a text message to send later, send reminder or thank you texts, or invite more recipients on the same collector. But you can create a new Text Message collector to send more texts.
Track Recipients and Analyze Your Results
Track Responses and Recipients
See the number of texts you sent, whether any phone numbers bounced, and the number of responses you received in the Overview tab.
You can see a list of recipients added to the collector and their individual response status from the Recipients tab. Click All recipients to filter recipients. If you want to edit recipient details, you can make edits in Contacts.
Opted out or bounced phone numbers
You can’t send messages to people who have opted out or bounced. You can check for opted out or bounced phone numbers in the Recipients tab.
People who’ve opted out or bounced at some point in the past can opt back in if they want to take your survey. After they opt back in, you need to create a new Text Message collector to send them the survey (the old collector will continue to list them as opted out or bounced).
If a recipient requests their Right to Erasure, the account holder needs to delete all the recipient's personal and response data.
To delete a recipient from the collector:
This removes the recipient from the Text Message collector. When you receive a Right to Erasure request, we also recommend that you:
TIP! Recipient phone numbers aren't included in Analyze Results, so we recommend using custom data to see identifiable info like first name, last name, or other useful data.
Allow People to Send Surveys by Text Message
By default, no one on the team has access to send surveys by text message. The Primary Admin controls whether people on your team can send surveys by text message. They also choose who can send surveys by text message—their entire team or only specific people.
If only specific people are allowed to send texts, the Primary Admin or Admin needs to turn on this setting for individuals from Manage Users.
Steps to manage users
To allow specific people to send surveys by text message:
Team members with access can create Text Message collectors. If access is disabled later, the team member won't be able to send or create new Text Message collectors, but they can see their existing collectors.
The Text Balance is the shared number of text messages your team can send through the Text Message collector. You can see your team's Text Balance as you create your Text Message collector and in the collector Overview tab.
If you need to text your survey to more people than your Text Balance allows, reach out to your Primary Admin—they can work with their Customer Success Manager to increase the text balance.
What Survey Takers Can Do
To take a survey, people can tap the link in the text to open the survey in a mobile browser. If they don't want to receive text messages, they can reply STOP, in any survey language, to opt out of all future text messages from SurveyMonkey users.
TIP! If you're getting text message invitations, learn more about why and what you can do.