Texting: the New Voice of the Customer

BURLINGAME, Calif., July 12, 2011 /PRNewswire/ -- Consumers now overwhelmingly prefer to provide reviews and customer satisfaction survey feedback via SMS message vs. voice or web surveys, and do so with dramatically higher participation rates than in traditional web-based reviews. These are the results found in customer trials by Buzzbeeper, Inc., a provider of real-time customer satisfaction survey and reputation management services via text, voice, or web. This mirrors the general trend of increasing cellular phone usage by Americans, where text messages are sent and received at a 75% higher rate than voice calls.

Texting: not just for teens anymore. Mashable reports that in the general US population, those 35 years and older now account for 60% of the population, and 50% of the text message senders.

Texting option at Point-of-Service increases customer participation rates. Chicken-N-Mo, a popular restaurant in Spokane, Washington, uses the Buzzbeeper system to gather real-time customer feedback and reviews. In six weeks Chicken-N-Mo received 68 customer reviews. 95% were via text message. This far exceeds the reviews via any other service. (During the same period customers left 2 reviews on Yelp and 2 on Facebook.)

Texting most popular for real estate agent as well. John King, a Broker Associate with Keller Williams Realty in Palo Alto, California used Buzzbeeper to survey his client base. Clients were asked to rate their experience with King, and given the option of responding via text message, voice response, or a link to a web survey. In two weeks King received 53 reviews (compared to four Yelp! reviews in over two years). Text responses exceeded voice and web combined.

Links to customer web sites referenced:

http://www.chicken-and-more.com/reviews.html

http://www.akrealty.com/Testimonials/?ID=3502

About Buzzbeeper: The Buzzbeeper service is a mobile comment card that provides real-time customer satisfaction measurement and reputation management using ordinary cell phones (no application download required). Consumer participation rates are thus dramatically increased and merchants can respond to unhappy customers while they are still on premise. Happy customers are encouraged to promote the business through their social networks. For more information, pricing, and complete details on the Buzzbeeper solution, see http://www.buzzbeeper.com.

Buzzbeeper is a trademark of Buzzbeeper, Inc.

See complete news brief at http://www.buzzbeeper.com/news_110707a.html.

Contacts
Buzzbeeper, Inc.
Dave Mandelkern, co-founder
415-531-4238
[email protected]

SOURCE Buzzbeeper, Inc.