SMS Customer Support Satisfaction & Channel Preference Survey

Thank you for participating in this survey about your experiences with two-way SMS customer support. By "two-way SMS," we mean text conversations where you and a company exchange messages to resolve a support need (not one-way marketing alerts or notifications). This survey takes approximately 5–7 minutes to complete. Your participation is entirely voluntary, and you may stop at any time. All responses are confidential and will be reported only in aggregate. There are no right or wrong answers — we are simply interested in your honest opinions. Please think about your SMS support interactions from the past 6 months as you respond.

In the past 6 months, have you used two-way SMS (text messaging) for customer support?

• Yes
• No
• Not sure

Approximately how many SMS support conversations have you had in the past 6 months?

• 1
• 2–3
• 4–6
• 7–10
• More than 10

Thinking about your most recent SMS support interaction, how satisfied are you with the overall experience?

If you needed customer support again, how likely would you be to choose SMS?

Based on your responses in this survey, what could be improved about the SMS support experience, and what worked particularly well?

What is your age group?

• Under 18
• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

Thank you for completing this survey! Your feedback will be used to improve SMS customer support experiences. If you have any questions about this research, please contact the research team.

How did your most recent SMS support conversation begin?

• I texted the company first (using a published number or short code)
• The company texted me first (e.g., after I requested help online)
• I started on a website or app and it transitioned to SMS
• A phone agent invited me to switch to SMS
• Other (please specify)

How easy was it to explain your issue or request via SMS?

On a scale of 0 to 10, how likely are you to recommend SMS support to a friend or colleague?

We'd like to understand more about your SMS support experience. An AI moderator will ask a few brief follow-up questions based on your earlier answers.

In which country or region do you currently live?

• United States
• United Kingdom
• Canada
• Australia
• Germany
• France
• India
• Brazil
• Mexico
• Japan
• Other (please specify)

What were you trying to accomplish via SMS support? Select all that apply.

• Get a status update (order, delivery, appointment)
• Troubleshoot a product or service issue
• Change or cancel an order or appointment
• Billing or payments question
• Account verification or security check
• Password or account access help
• General product or service question
• Schedule or reschedule an appointment
• Other (please specify)

How clear and helpful were the agent's responses?

Please rank the following support channels from most preferred (1) to least preferred (6) for resolving a straightforward issue.

1. SMS / text messaging
2. Phone call
3. Live chat on website or app
4. Email
5. Messaging app (e.g., WhatsApp, Facebook Messenger)
6. In-app automated assistant or chatbot

How do you describe your gender identity?

• Woman
• Man
• Non-binary
• Prefer not to say

How would you rate the agent's courtesy and professionalism?

Was your issue fully resolved through SMS?

• Yes, completely
• Partially
• No
• Not applicable

What was the typical response time from the support agent during your most recent SMS conversation?

• Under 1 minute
• 1–2 minutes
• 3–5 minutes
• 6–10 minutes
• 11–30 minutes
• More than 30 minutes
• Not sure / it varied