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Sending a Survey via Text Message

ENTERPRISE FEATURE: The Text Message collector is only available in English and in the US. If you're interested, contact sales. If you already have an Enterprise account, contact your Customer Success Manager.

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How It Works

The Text Message collector lets you text people a link to take your survey. Survey takers can open the link to take your survey 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.

Overview

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:

  1. Go to the Collect Responses section of your survey.
  2. Choose Send a Text. If you already have a collector for your survey, select Text Message.
  3. Add recipients.
  4. Click Edit to customize the Message.
  5. Edit the collector Options.
  6. Optional: Click Test to send a test text.
  7. Click Send.
  8. Check the box to confirm all SMS recipients have consented to receiving these text messages from you.
  9. Click Send Text.
Can't create a Text Message collector? The Primary Admin needs to grant you access—reach out to them to request access.

Message

You can customize up to 30 characters (including spaces) of the message to personalize your survey invitation. All text messages sent through SurveyMonkey will also include the following info, which isn’t editable:

Reply HELP for info. STOP to opt out. Msg&DataRatesMayApply

Options

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.

 

Add Recipients

There are a couple ways to add recipients to your text message:

  • Type or paste phone numbers into the Send To field and hit enter. You can also add contact groups.
  • Click Add Recipients to import new contacts, upload a CSV spreadsheet, import from another site, or copy and paste a list of phone numbers.

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.

Import Formatting

Follow the formatting instructions in SurveyMonkey as you import your recipients to make sure you don't encounter any errors.

Your recipient phone numbers are updated in the Send To field to include the country code and recipient name, if custom data is saved in your account, and non-numeric characters are removed. For example:

 +12223334444    Name: +15556667777
Import Tips

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:

  • If you're copying and pasting a list of phone numbers using the manual import option, the email address goes first, followed by the phone number, and then name and other custom data. You can leave a blank space between commas if you don’t have certain info for someone.
  • Don't import a spreadsheet with more than 1,000 phone numbers. Break your text message contacts into multiple CSV files with less than 1,000 rows each and import them to multiple collectors. Or copy and paste the rows of the spreadsheet using the manual import option.
  • Delete the header row from your spreadsheet—including the header row can cause errors.
  • Make sure you're using an accepted delimiter for the spreadsheet (colon, semicolon, pipe, comma, or tab), and that your character encoding is in Unicode ( UTF-8 or UTF-16).
  • If you're using a Mac, try saving your file as MS-DOS Comma Separated (.csv). Go to File > Save As > Format.

Email Import

  • You can use Gmail, Yahoo! Mail, LinkedIn, Office 365, or Outlook.com to import all your contacts. If you make changes to contacts in your email account, they're not reflected in SurveyMonkey. Your SurveyMonkey account is not synced to those applications.
  • To add only some contacts or to import contacts from another email provider or site, go to your email account and export the contacts you want as a CSV file, then import the file to SurveyMonkey.
  • Outlook.com, the free web-based email service formerly known as Hotmail.com, differs from the Microsoft Office Outlook mail application. To import contacts from Microsoft Office Outlook, first export your contacts into a CSV file, and then import the file. Or ask your IT department if your Outlook application is powered by Office 365.

 

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 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 confirm all SMS recipients have consented to receiving these text messages from you. 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).

Delete Recipients

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:

  1. Go to the Collect Responses section of your survey.
  2. Open the Text Message collector used to send your survey.
  3. Click on the Recipients tab.
  4. Click on the recipient's row.
  5. Click on Remove recipient record.

This removes the recipient from the Text Message collector. When you receive a Right to Erasure request, we also recommend that you:

Analyze Results

From the Analyze Results section of your survey, you can browse, filter, and compare responses. You can filter by collector or custom data to narrow down responses.

If your contacts include custom data, you can see it in individual responses or in responses data exports, unless anonymous responses was turned on.

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.

 

Team Settings

Allow Team Members to Send Texts

The Primary Admin controls which members of the team can use the Text Message collector. By default, no one in the team has access. The Primary Admin can give access to team members in Manage Users. It isn't possible to enable the Text Message collector for all users at once.

To enable the Text Message collector for a user:

  1. Select My Team from the top navigation.
  2. Select Manage Users.
  3. Click the user's row to View User Details.
  4. In the Individual Settings section, click the toggle to enable the Text collector.

Team members with this option enabled can create Text Message collectors. If the Primary Admin disables access later, the user can see their existing Text Message collectors, but won't be able to send or create new ones.

Text Balance

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 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.

 

Text people a link to take your survey. Survey takers can open the link to take the survey in their mobile browser.

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