How to Use Surveys via ChatSasa to Refine Your Product Offerings.

Introduction: Listening Is the New Competitive Edge

In Kenya’s fast-changing business landscape, the companies that listen win. Whether you’re a retail brand, SACCO, educational institution, or non-profit, your customers are constantly telling you what they need — sometimes directly, but often through their behavior and feedback patterns.

That’s where ChatSasa by SMSLeopard steps in — a powerful tool that allows you to run instant surveys, polls, and feedback loops directly through chat or SMS, making it easy to collect insights in real-time and refine your product offerings.

With ChatSasa, you can engage your audience where they already are — on mobile, via SMS, WhatsApp, or your website chat widget — and use short, interactive messages to understand their experiences, preferences, and expectations.

Why Feedback Matters in Product Growth

Product success today isn’t just about what you build — it’s about how well you evolve it. Every product or service thrives on feedback loops that inform improvement and innovation.

Here’s why feedback matters:

• Clarity: It shows what customers actually think versus what you assume.

• Innovation: Helps you discover unmet needs or new features customers would pay for.

• Retention: Customers who feel heard are more likely to stay loyal.

• Market Fit: Keeps your product aligned with customer expectations.

In essence, customer feedback isn’t a “nice-to-have” — it’s the compass for growth.

Introducing ChatSasa Surveys: The Simpler, Smarter Feedback Tool

ChatSasa, integrated with SMSLeopard, transforms how businesses collect feedback in Kenya. Forget long forms or email surveys that get ignored — ChatSasa brings conversational surveys right to your customers’ phones.

✅ Two-way interaction: Instead of static forms, your customers reply directly within chat or SMS. ✅ Automation: Set triggers for surveys after purchases, appointments, or deliveries. ✅ Multi-channel delivery: Send surveys via WhatsApp, SMS, or your ChatSasa website widget. ✅ Instant analytics: Get results in real-time with clear visual summaries and response tracking.

This means you can ask your audience questions like:

“Hi Mary! How satisfied are you with your recent order? Reply 1 for Very Satisfied, 2 for Neutral, 3 for Dissatisfied.”

And instantly view and analyze those responses in your SMSLeopard dashboard.

Step-by-Step: Running an Effective Product Feedback Survey

Running a survey through ChatSasa is quick, simple, and impactful. Here’s how to do it:

1. Define your survey goal

Be clear about what you want to learn — is it customer satisfaction, feature preferences, or product usability?

2. Segment your audience

Use SMSLeopard’s contact management tools to segment users by location, purchase history, or demographic for targeted feedback.

3. Create short, actionable questions

Limit your survey to 3–5 key questions. The shorter it is, the higher the completion rate.

Example: 1️⃣ How satisfied are you with our delivery process? 2️⃣ Which feature do you use most often? 3️⃣ What’s one thing we can improve?

4. Automate delivery with triggers

Set ChatSasa triggers to send surveys automatically after a purchase, appointment, or service completion.

5. Analyze and act

Use SMSLeopard’s analytics dashboard to view responses, identify trends, and make informed product updates.

Pro Tip: Use Incentives for Higher Response Rates

Encourage participation by offering small rewards or recognition. For example:

“Complete this 2-question survey and stand a chance to win KSh 500 airtime!”

Even minimal incentives can significantly increase response rates and engagement.

How Surveys Drive Better Product Decisions

By consistently gathering customer insights, you can:

• Identify what features customers value most.

• Prioritize product updates that will have the biggest impact.

• Measure satisfaction after new launches.

• Tailor communication and marketing messages based on real feedback.

A local SACCO using ChatSasa, for instance, can survey members about their experience with loan processing — then use the results to improve turnaround time and communication transparency.

ChatSasa + SMSLeopard: The Perfect Partnership

What makes SMSLeopard and ChatSasa powerful together is their integration and automation:

• Unified Dashboard: Manage SMS campaigns, chat interactions, and surveys from one platform.

• Seamless Automation: Send surveys after specific triggers (like completed orders or new subscriptions).

• Analytics: Measure satisfaction trends over time and visualize improvements.

• Integrations: Connect with CRMs, ERPs, and marketing tools — no coding required.

Whether you’re a retailer collecting purchase feedback, a hospital improving patient experience, or a non-profit measuring program impact, ChatSasa provides the real-time insights you need to grow.

Building a Feedback-Driven Culture

The best organizations don’t wait for feedback — they ask for it proactively. With ChatSasa surveys, you can create a culture where customers feel their voice matters. Over time, this builds trust, loyalty, and long-term engagement.

And because SMSLeopard ensures fast, reliable delivery, your surveys reach people instantly — even in low-internet areas — ensuring inclusive, nationwide participation.

Conclusion: Listen. Learn. Lead.

Customer feedback is your most valuable growth asset — and ChatSasa by SMSLeopard gives you the tools to collect, analyze, and act on it effortlessly.

In today’s mobile-first Kenya, success belongs to the brands that can listen, adapt, and respond fast. With ChatSasa’s conversational surveys and SMSLeopard’s reliable delivery network, you’re not just gathering feedback — you’re building better products and deeper relationships.

Refine your product offerings today — one message at a time. Start your first survey at 👉 www.smsleopard.com