Collecting Feedback: Running SMS Surveys the Right Way in Kenya.
September 14, 2025
written by Maingi
Introduction
Feedback is the backbone of growth for any business, NGO, SACCO, or institution in Kenya. Yet, collecting it effectively is often a challenge. Emails may go unread, phone calls can feel intrusive, and web forms require internet access.
This is where SMS surveys—powered by SMSLeopard—excel. With over 70 million mobile connections in Kenya and near-universal SMS reach, text messaging remains the most reliable, inclusive, and cost-effective way to gather customer insights.
In this blog, we’ll explore when to use SMS surveys and how to analyze responses effectively, helping you improve services, boost satisfaction, and make data-driven decisions.
Why SMS Surveys Work Best in Kenya
High open rates – Over 90% of SMS are read within 3 minutes.
Inclusive reach – Works on all phone types, even without internet.
Quick participation – One-tap replies increase response rates.
Affordable – Especially with SMSLeopard’s cost-friendly credits.
Unlike online surveys that require smartphones or data, SMS surveys reach anyone, anywhere in Kenya.
When to Use SMS Surveys
After a Purchase or Service
Gather customer satisfaction (CSAT) ratings.
Example: “Thank you for shopping with us! Rate your experience 1–5.”
Event Feedback
Conferences, church events, or NGO workshops.
Example: “How helpful was today’s training? Reply with A: Very, B: Somewhat, C: Not helpful.”
Employee Engagement
Internal surveys for staff morale and HR insights.
Product Research
Quick polls before launching new products or services.
Example: “Would you buy our new data bundle? Reply YES or NO.”
SACCOs & NGOs
Track donor satisfaction, project impact, or member engagement.
How to Run SMS Surveys with SMSLeopard
Step 1: Define Clear Goals
Ask yourself: What do I want to learn? Keep it short and focused—SMS isn’t for 10-question surveys.
Step 2: Design Simple Questions
Use close-ended formats for easy replies:
Numeric scales (1–5).
Multiple-choice (A, B, C).
Yes/No.
Step 3: Segment Your Audience
Send surveys to the right group using SMSLeopard’s segmentation tools—by region, membership type, or customer behavior.
Step 4: Send at the Right Time
Immediately after service for fresh impressions.
During the day when customers are likely to respond.
Step 5: Offer an Incentive (Optional)
Encourage responses with a small token (discounts, airtime rewards).
Analyzing Responses
SMSLeopard provides built-in analytics so you can:
Track participation rates – See how many responded.
Categorize answers – Breakdown by “Yes/No” or “A/B/C.”
Identify trends – Spot areas needing improvement.
Export data – Download results for deeper analysis.
Example: If 60% of respondents rate your service 3/5 or below, that signals an urgent need to improve.
Best Practices for SMS Surveys
Keep surveys short (1–3 questions max).
Be transparent (“Your feedback helps us improve”).
Respect opt-outs with STOP keyword compliance.
Follow up with thank-you messages to build loyalty.
Why SMSLeopard is the Best Choice for SMS Surveys in Kenya
With SMSLeopard, businesses, NGOs, and SACCOs get:
Easy survey creation via bulk SMS.
Contact segmentation for targeted insights.
Real-time analytics and reporting.
Affordable credits with no hidden charges.
Seamless integration with ChatSasa for conversational surveys.
Conclusion
Collecting feedback doesn’t have to be complicated. With SMS surveys, you can connect directly with your audience, get quick and reliable insights, and turn responses into actionable improvements.
With SMSLeopard, Kenya’s leading SMS platform, you can design, run, and analyze surveys effortlessly—ensuring every customer, member, or beneficiary feels heard.
Start your first SMS survey today with SMSLeopard and transform feedback into growth.