SMS use case

Feedback and survey SMS

Ask for a rating right after the visit, delivery or service call, while the experience is fresh, and see who responded through link clicks.

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Feedback while it is fresh
Unhappy customers caught early
Simple for every customer

Feedback SMS from a restaurant sent an hour after the bill, asking the guest to rate the experience through a short link

How do you collect customer feedback by SMS?

Businesses collect feedback by SMS by sending a short message with a survey or rating link soon after a purchase, visit or service call. A feedback request tied to that transaction, with no offer, is generally registered as service implicit; broader market surveys go as promotional or to consented customers. Click tracking shows who opened the survey.

Updated 15 Nov 2026

Why use SMS for feedback and surveys?

Feedback while it is freshA rating request within an hour of the visit gets more and more accurate answers than an email survey a week later.

Unhappy customers caught earlyA low score alerts the manager to call back before the customer posts a public review.

Simple for every customerA one-line SMS with a link works on any smartphone without an app login or an email address.

How do you set up feedback and surveys with SMS?

Pick the triggerBill closed, order delivered, service ticket resolved or patient discharged.
Send a short requestOne question and a whitelisted survey link, sent within a few hours of the trigger.
Collect answers in your toolThe link opens your survey form or review page; MsgClub tracks who clicked.
Act on low scoresRoute poor ratings to a manager for a call back, and invite happy customers to leave a public review.

SMS templates for feedback and surveys

Copy, edit and use these as a starting point.

Post-visit ratingService implicit

Dear {#var#}, thank you for visiting {#var#} today. How was your experience? Rate us in 10 seconds: {#var#} -{#var#}

Service ticket closedService implicit

Your request {#var#} was resolved on {#var#}. Was the issue fixed? Tell us here: {#var#} -{#var#} Support

Review requestService implicit

Hi {#var#}, your order {#var#} was delivered on {#var#}. We would value a short review of the product: {#var#} -{#var#}

Which industries use SMS for feedback and surveys?

Restaurants and cloud kitchensHow can restaurants use SMS marketing?See how

Hospitals and diagnostic labsWhat SMS do hospitals and diagnostic labs send?See how

Auto service centres and garagesHow do garages and service centres use SMS?See how

Hotels and homestaysHow do hotels use SMS for guests?See how

Retail storesHow do retail stores use bulk SMS?See how

Broadband, ISP and DTH providersWhat SMS alerts do broadband and DTH operators send?See how

What are the best practices for feedback and surveys?

Do this

Ask one question first, such as a 1 to 5 rating, and put any longer survey behind the link
Send within 2 to 4 hours of the visit, not late at night
Do not offer a discount in exchange for a positive review, which also turns the SMS promotional
Send only one feedback request per transaction and never repeat it

What to measure

Survey link click rate
Completed responses per 100 messages
Share of low scores called back within 24 hours

Connect results to your CRM with the SMS API and webhooks. See how pricing works.

Questions about SMS feedback and surveys

Is a feedback SMS promotional or service?

A feedback request about a specific purchase, visit or service, with no offer, is generally accepted as service implicit, so it reaches DND numbers. A general market survey, or one that promises a discount, is promotional. Operators decide at template approval, so word it plainly.

Can I collect feedback by SMS reply instead of a link?

Only with a two-way setup. Standard headers are one-way, so customers cannot reply. MsgClub's long code or two-way SMS lets customers reply with a number from 1 to 5, and a missed-call poll is another option for customers who prefer not to type.

When is the best time to send a feedback SMS?

Within 2 to 4 hours of the experience: after the meal, delivery, service or discharge. Avoid late night even though service messages have no legal window, because a rating request at 11 pm feels intrusive and gets fewer responses.

Can I ask for Google reviews by SMS?

Yes, by linking to your review page from a whitelisted short link. Ask every customer, not only happy ones, and do not offer rewards for positive reviews. Many businesses send unhappy raters to a manager first and others to the public review page.

Should I run surveys on SMS or WhatsApp?

WhatsApp can run the whole survey in the chat with buttons, but only for customers who opted in, and each template is charged. SMS with a link reaches everyone and suits a single rating question. Choose based on how many questions you need.

How do I measure feedback SMS performance?

Track link clicks in MsgClub and completed responses in your survey tool. Compare them by outlet, staff member or day of week. A click rate that drops suddenly often means the link domain needs checking or the message is going out too late.

More SMS use cases

Same job on other channels

WhatsApp: feedback and surveys RCS: feedback and surveys Voice broadcast: feedback and surveys

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