By “two‑way SMS,” we mean text conversations where you and a company exchange messages to resolve a support need (not marketing alerts). Please think about interactions in the last 6 months.
In the past 6 months, have you used two‑way SMS for customer support?
About how many SMS support conversations did you have in the past 6 months?
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)
- I started on a website/app and it moved to SMS
- A phone agent invited me to switch to SMS
What did you try to do via SMS support? Select all that apply.
- Get a status update
- Troubleshoot an 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
Please rate your most recent SMS support experience.
Was your issue resolved through SMS?
- Yes, completely
- Partially
- No
- Not applicable
Typical response time you experienced from the agent during the conversation:
Attention check: Please select “I am paying attention.”
- I am paying attention
- I am not paying attention
Assuming you need support again, how likely are you to use SMS next time?
Rank these support channels from most to least preferred for resolving a straightforward issue.
What, if anything, was frustrating about your SMS support experience?
Max 600 chars
What worked particularly well during SMS support that we should keep or expand?
Max 600 chars
Anything else you’d like to share about your SMS support experiences?
Max 600 chars
AI Interview: 2 Follow-up Questions on your SMS support experience
What is your age group?
- Under 18
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65+
- Prefer not to say
Country/region where you currently live:
Max 100 chars
Gender identity:
- Woman
- Man
- Non-binary
- Prefer not to say
Highest level of education completed:
- Less than high school
- High school or equivalent
- Some college/no degree
- Associate degree
- Bachelor’s degree
- Master’s degree
- Doctorate or professional degree
- Prefer not to say
Current employment status:
- Employed full-time
- Employed part-time
- Self-employed
- Unemployed and seeking work
- Not seeking work at this time
- Student
- Retired
- Prefer not to say
Thanks for completing the survey! Your feedback helps improve SMS support for everyone.