Any participant can choose to opt out of your survey by texting STOP at any time, and no further questions will be sent out.

Transcription

1 Quick Links TextSurvey Introduction Introduction Capabilities Benefits Commercials About Us Contact Details With TextSurvey you can create a simple, single or multi-question SMS survey in minutes, and be receiving invaluable client or patient feedback by return text message. Gaining customer feedback through an SMS survey has traditionally been the domain of large, expensive application. Now, with TextSurvey, you can create your single or multiple question SMS survey online, invite participants by text, and view and analyse participant feedback online. And, because all you pay for are the messages (questions) that you send out, conducting a survey by text is very cost effective too. With TextSurvey you first create your survey by adding the questions that you would like the survey participants to respond to. You can also send out optional introductory and thank-you texts to begin and end your survey with, if you wish. Once created, you can then invite participants to take your survey by either sending out an invitation text, or have participants respond to some other promotional medium you wish to use. You can also automate the sending of an outbound invitation text from within your own application, by using our Developer Toolkit. Each question is then sent out automatically in response to the participant s previous feedback text until each question has been responded to. Each answer is then stored online for you to download and analyse as required. Any participant can choose to opt out of your survey by texting STOP at any time, and no further questions will be sent out. For participants to send in their feedback texts, you can choose to use our reply-path numbers, or, if you wish, you can use a TextInbound long number or short code number, either of which would be dedicated to your survey. With TextSurvey, you only pay for the text messages that you send out there are no setup or application charges. TextSurvey - TextAnywhere.net - Page 1 - V6

2 Capabilities Create and manage your SMS survey online from within your account. Send an optional introductory text message, followed by the survey s first question. Run a single question survey or one with any number of questions. Each question is sent out automatically on receipt of the previous question s response. Complete the survey with an optional thank-you text message. Download a report of the survey s feedback data for later review and analysis. Send out SMS invitations to potential participants through TextSurvey or the Developer Toolkit. Invite survey participation through other media, such as leaflets, adverts or in-store promotion. Enable message recipients to be able to opt-out of receiving future texts by replying with STOP. Use our reply-path or your own rented TextInbound number or TextPremium short code as the response route. Run your SMS survey in any language or writing system. Your questions, and introductory and thank-you texts can be up to 918 characters in length. Pause and resume your text survey as you wish to. View feedback and data from past text surveys online for up to 12 months after stopping a survey. Stipulate a specific delay between your optional introductory text message and the first question of your survey. All feedback texts are charged to the sender at their standard network rate. Restrict access to your online account with IP address lockdown. TextSurvey - TextAnywhere.net - Page 2 - V6

3 Benefits Gain invaluable feedback on your products and services. Receive feedback minutes after creating your text survey. Benchmark your service on a regular basis to see how your service is perceived. Implement the NHS Friends and Families Test easily, quickly and cost effectively. Use the feedback to support your continuous improvement programs. Receive objective, numerical data feedback, as well as subjective, free format comments from customers. Ask for your customers feedback after they have bought your product or used your service. Survey your patients after a visit to a hospital, clinic or surgery. Discover which areas of your service your customers or patients like, and which need improvement. Conduct surveys in multiple languages and countries. Integrate outbound survey invitations in to your applications as an automated step after client engagement. Run highly cost-effective surveys, where you just pay for the messages you are sending. Commercials Please do trial TextSurvey and open an account with us at There are no set-up or monthly fees, no monthly minimum message volume, and no contract commitment. And with TextSurvey, the application and advice are free! Just pay for each text message you send, with message costs from as little as 2.7p. Purchase packs of messages in advance or enjoy a credit account with us. With your account you also have access to our other text-messaging services: TextOnline, TextCampaign, Text , TextAlert, TextPremium and TextInbound. TextSurvey - TextAnywhere.net - Page 3 - V6

4 Links TextSurvey Introduction Layout Toolbar Context Panel Placeholder Panel TextSurvey Design Mode Introduction TextSurvey s design mode allows you to create surveys visually; it displays a flow chart style graph, allowing you to see the various paths that take you through your survey. When you make changes, the graph cleverly updates automatically in the background, so that you never lose track of any of the survey designs that you create. To enter Design Mode, just click the Design Mode button on the top-right of the survey form. Layout TextSurvey - TextAnywhere.net - Page 4 - V6

5 The design mode screen consists of several elements: Design area. This displays your survey graph. You can click and drag in the dotted area to mode the graph around, and can also click and drag elements of the graph to rearrange them, as you like. Single-clicking an element will select it. Key. This explains the various colours used in the graph. Minimap. This shows a smaller version of the survey graph. You can click and drag the blue rectangle to quickly scroll around tour graph. You can also single-click anywhere within the minimap to quickly jump to that point. Toolbar. Context Panel. When no elements are selected, this shows the top-level properties of your survey (Survey Name, Response Service, etc.). If you click an element on the graph, such as a question or category, its properties will be displayed here. Placeholder Panel. If your survey uses placeholders, this panel allows you to configure them. Toolbar The toolbar contains the following buttons: Create/Update. Click this to save your survey. Standard Mode. Click this to close Design Mode and return to the traditional survey form. Redraw. This will rearrange your survey graph orthogonally. This is useful if your graph had become a little messy. Add Question. This will add a question to your survey. The question will point to the end of the survey, and will have nothing pointing to it, so you will need to point an existing question to it. See Question Properties, below. Add Category. This is disabled until a question is selected. When a question is selected, clicking this will add a category to the question. By default, the new category will point to the end of the survey. TextSurvey - TextAnywhere.net - Page 5 - V6

6 Delete. This is disabled until a question or category is selected. Clicking this will remove the selected question or category from the survey. Jump To. This is a quick way to navigate to a particular question (useful for large surveys). When clicked, this will display a list of questions. Choose a question and the survey graph will move so that the chosen question is in the centre of your screen. Context Panel Survey Properties When no graph elements are selected, the Context Panel displays the following survey properties: Survey ID. This is the generated ID of the Survey. It can be used when enrolling users through our web service. Survey Name. Please enter the name you wish to give your new survey. This can be any name, and doesn t have any bearing on the survey itself. Response Service. You can choose the response number that people use to respond to your text survey questions. There are three response services that you can choose from: Our standard, free-to-use reply path numbers. Your own, dedicated, pre-purchased long number. Your own, pre-purchased short code (and keyword). TextSurvey - TextAnywhere.net - Page 6 - V6

7 To respond to the survey question, each recipient will simply press REPLY on their handset, enter their response, and press SEND, regardless of your RESPONSE SERVICE TYPE choice. The only exception to this is if you choose to use a shared short code and keyword as your response service. In this case the participant will need to press REPLY on their handset and then enter the keyword followed by their response, rather than just the response itself. All replies, regardless of your RESPONSE SERVICE TYPE choice, will be charged to the sender at their standard network rate. Self-Enrolment You can allow survey participants to self-enrol into your Survey by selecting a long number or short code as your RESPONSE SERVICE TYPE. Alternatively, you can choose a separate number for self-enrolment using the ENROLMENT SERVICE TYPE drop-down list. When you do this, survey participants can enrol into your survey using this number, but they will receive responses to your Survey through your chosen RESPONSE SERVICE TYPE. Please note that survey participants can only self-enrol with your text survey if your RESPONSE SERVICE TYPE or your ENROLMENT SERVICE TYPE is a long number or a short code. If you are using the reply-path as the survey s response service, then participants can only selfenrol into your survey if you have chosen an ENROLMENT SERVICE TYPE. Reply Path option When you choose our standard, free-to-use reply path service, the outbound messages, i.e. the questions, will be sent from one of our many virtual long numbers. The messages will arrive on the recipients handsets appearing to come from one of these numbers. Each outbound question will come from a different number, generally incremented by one each time. This is the default option for the RESPONSE SERVICE TYPE setting. If you wish to use the same, dedicated number for each outbound question (either a long number or a short code number) then you will need to have previously purchased your number and have it available on your online account, before creating your text survey. TextSurvey - TextAnywhere.net - Page 7 - V6

8 Long Number option You should select this option when you want each of your outbound messages (questions) to come from a specific, dedicated number. This option is only available to you if you have previously purchased a long number through your online account. If you haven t previously purchased a number, then you can click on the ADD LONG NUMBER left-hand menu option, and complete the purchase. You will then find that your long number is available to you in the RESPONSE SERVICE TYPE drop-down menu for use with your text survey. Short Code option You should select this option when you want each of your outbound messages (questions) to come from a specific short code number. This option is only available to you if you have previously purchased a short code number through your online account. If you haven t previously purchased a number, then you can click on the ADD SHORT CODE left-hand menu option, and complete the purchase. Please note that, unlike long numbers, short codes need to be provisioned by us with the network operators before being added to your account. You can choose to provision and use either a dedicated short code with your text survey, or a Shared short code with a chosen Keyword. With a Dedicated short code the number is solely available to you and respondents to your survey will just need to type in their feedback and press SEND. With a Shared short code, many clients use the number, and respondents to your survey will need to type in your Keyword, followed by their feedback, and press SEND. Once your Dedicated or Shared short code (and keyword) has been provisioned by us, and is available on your account, you will find that your short code number is available to you in the RESPONSE SERVICE TYPE drop-down menu for use with your text survey. Enrolment service. You can choose a different number for people to use to self-enrol with your Survey. If you don t wish to use a separate number for this, then you can leave this option set at its default: Same as Response Service Type. TextSurvey - TextAnywhere.net - Page 8 - V6

9 If you do choose a separate number from ENROLMENT SERVICE TYPE, users can enrol into your survey by sending a text to this number. The survey s questions will then be sent using the number chosen for RESPONSE SERVICE TYPE. If you are using the reply-path as the survey s response service, then participants can only self-enrol into your survey if you have chosen an ENROLMENT SERVICE TYPE. Note that it is not possible to use Reply Path as your ENROLMENT SERVICE TYPE. Long Number option You should select this option when you want users to self-enrol into your Survey using a specific, dedicated number. This option is only available to you if you have previously purchased a long number through your online account. If you haven t previously purchased a number, then you can click on the ADD LONG NUMBER left-hand menu option, and complete the purchase. You will then find that your long number is available to you in the ENROLMENT SERVICE TYPE drop-down menu for use with your text survey. Short Code option You should select this option when you want users to self-enrol into your Survey using a specific short code number. This option is only available to you if you have previously purchased a short code number through your online account. If you haven t previously purchased a number, then you can click on the ADD SHORT CODE left-hand menu option, and complete the purchase. Please note that, unlike long numbers, short codes need to be provisioned by us with the network operators before being added to your account. You can choose to provision and use either a dedicated short code with your text survey, or a Shared short code with a chosen Keyword. With a Dedicated short code the number is solely available to you and to your survey participants -they will just need to send a text to your short code to enrol in your Survey. TextSurvey - TextAnywhere.net - Page 9 - V6

10 With a Shared short code, the number is used by many clients, and respondents to your survey will need to type in your Keyword to enrol in your Survey. Once your Dedicated or Shared short code (and keyword) has been provisioned by us, and is available on your account, you will find that your short code number is available to you in the ENROLMENT SERVICE TYPE drop-down menu for use with your text survey. Allow duplicate enrolments: Check this box if you want to be able to enrol individual telephone numbers into your Survey multiple times. If this box is not checked, a telephone number can only be enrolled into the Survey once. Allow enrolment via Response Service. Check this box if you want to allow users to enrol into your survey by sending an SMS to the response number you have selected. If this box is not checked, a telephone number can only be enrolled into the Survey using the Enrol Users button on the Manage Surveys page. Disallow re-enrolment within (minutes). After users have completed your Survey they can, by default, re-enrol by sending another SMS to the response number you have selected. Users can occasionally do this unintentionally, by accidentally sending a further SMS after their Survey is complete. If you wish to avoid this, you can enter a time period (in minutes). After a user s Survey is complete, they will not be allowed to re-enrol into your Survey within this period. Use placeholders. Check the USE PLACEHOLDERS checkbox to use placeholders on your survey. You can enter placeholders into your questions in the format %PLACEHOLDER_ NAME%, replacing PLACEHOLDER_NAME with your chosen name. TextSurvey - TextAnywhere.net - Page 10 - V6

11 Validity. You have the option to specify for how long you would like the phone networks to retry the delivery of a message, in the event that the first attempt to deliver the message is unsuccessful. When you send the campaign an immediate, initial delivery attempt is made. If the initial delivery attempt is unsuccessful because the phone number is not recognised, then no further delivery attempts will be made. If, however, the initial delivery attempt is unsuccessful because the phone is temporarily unavailable (perhaps the phone is switched off or in a poor signal reception area), then the phone networks will continue to retry for the length of the Message Validity Period. The Message Validity Period can be set to between 1 and 72 hours. A low setting is relevant for time critical messages and a high setting is relevant for non-time critical message content Character Set. You can change the default Character Set that will be used with this text message. It is very unlikely you ll ever need to use this option! A bit of background. A Character Set is a definition of which characters (letters, numbers, symbols, and punctuation) you can use when you compose a text message. Many Character Sets exist around the world to support different languages, and different language types. Some languages, like Chinese and Cyrillic, use ideograms rather than characters within their writing systems. The most widely used Character Set is the snappily named GSM Character Set. This Character Set is used throughout Western Europe and supports most characters used within Roman English-based languages. This is the default Character Set for mobile handsets. A message that uses the GSM Character Set can contain up to 160 characters. If an extended or concatenated message is sent, then messages over 160 characters are sent (and charged for) in parts of 153 characters. TextSurvey - TextAnywhere.net - Page 11 - V6

12 Most ideogram and symbol-based languages, such as Chinese, Hindi, Japanese and Cyrillic, use the Unicode Character Set to accurately send messages with native content. A message that uses the Unicode Character Set can contain up to 70 characters. If an extended or concatenated message is sent, then messages over 70 characters are sent (and charged for) in parts of 66 characters. If you wish to send this message using a different Character Set to the one that you normally use, then choose the appropriate option from the drop-down menu. Warn me if the maximum possible Questions exceeds. When creating an interactive Survey that has several paths that a user could take, it can sometimes be difficult to keep track of how many Questions your Survey could send. If you enter a number into the Warn me if the maximum possible Questions exceeds: TextBox, the Survey Editor will display a warning whenever one or more of the paths through your Survey exceeds the number of Questions you ve specified. At his point, you can still save your Survey if you wish. Alternatively, you can change your Survey to reduce the number of Questions it will send, or increase your chosen Question limit. Redraw automatically. If this box is checked, your survey graph will be redrawn every time you add or remove a question or category (this is the equivalent of clicking the Redraw button each time). If you have manually arranged your survey, it s best to switch this off. TextSurvey - TextAnywhere.net - Page 12 - V6

13 Question Properties When a question is selected on the survey graph, the Context Panel displays the following question properties: Body. This is the text of the question that you want to send. Characters (not editable). This shows the number of characters in your question. Messages (not editable). This shows the number of SMS message credits required to send your question. When an invalid response is received. From the WHEN AN INVALID RESPONSE IS RECEIVED drop-down list, you can choose: Send default question. This will cause your TextSurvey to send the question specified in the DEFAULT QUESTION section. Resend the question. This will cause your TextSurvey to resend the original question that it received an invalid response for. Send prompt text. When you select this option, a textbox will appear that allows you to enter the text you d like to send when an invalid response is received. When you select Resend the question or Send prompt text, X TIMES BEFORE SENDING THE DEFAULT QUESTION textbox will appear. Here, you can enter the number of times you TextSurvey should resend the prompt/question. Every time the TextSurvey receives an invalid response, it will resend the prompt/question until it receives a valid one. It will do this up to the number you specify. TextSurvey - TextAnywhere.net - Page 13 - V6

14 Invalid Response Properties When Resend the question or Send prompt text is selected on a question, the survey graph will show an element that represents this action. When this element is selected, the Context Panel displays the following properties: Maximum retries. The maximum number of time the action should be retried (if, for example, a user keeps sending invalid responses). Body (Send prompt text only). This is the text of the prompt that you want to send. TextSurvey - TextAnywhere.net - Page 14 - V6

15 Characters (not editable). This shows the number of characters in your prompt message. Messages (not editable). This shows the number of SMS message credits required to send your prompt message. TextSurvey - TextAnywhere.net - Page 15 - V6

16 Category Properties When a category is selected on the survey graph, the Context Panel displays the following properties: Response Match Type. Choose a type of response matching behaviour. You can choose either: Exact - the response should match exactly the text that you enter, ignoring capitalisation. Regular Expression, which can look for a pattern in the response. Word List. This is a predefined list of words - you can create these in the Lists section on the left, or by clicking the cog icon next to the Response Text drop-down list. Regular expressions should be entered using the syntax specified by the.net Framework. Response Text. The Response Text section will change, depending on the choice you make in the Response Match Type section. Exact - you ll get a TextBox where you can enter the message text that the response should match, ignoring capitalisation. Regular Expression - you ll get a TextBox where you can enter a regular expression. These should be entered using the syntax specified by the.net Framework. Word list - you ll get a drop-down list where you can choose from all of your predefined word lists. You can edit the lists by clicking the cog icon next to the drop-down: TextSurvey - TextAnywhere.net - Page 16 - V6

17 Next Question. You can then use the NEXT QUESTION drop-down list to choose which of your questions you d like to send when a matching response is received. Choose No more questions end survey if you d like the survey to stop at this point. TextSurvey - TextAnywhere.net - Page 17 - V6

18 You can also change the next question by clicking and dragging the arrowhead that points away from the category on the survey graph. Just drop it over the question that you want to be sent next. TextSurvey - TextAnywhere.net - Page 18 - V6

19 Default Category Properties When a default category is selected on the survey graph, the Context Panel displays the following properties: Default next question. In the DEFAULT QUESTION section, you can choose which of you questions should be sent next by default. This question will be sent if: You ve specified no categories. The response matches none of the categories that you ve specified, and you ve chosen Send default question in the INVALID RESPONSES section. The survey has already sent the question or prompt the number of times you ve specified in the INVALID RESPONSE section. You can then use the DEFAULT NEXT QUESTION drop-down list to choose which of your questions you d like to send next. Choose No more questions end survey if you d like the survey to stop at this point. TextSurvey - TextAnywhere.net - Page 19 - V6

20 You can also change the default next question by clicking and dragging the arrowhead that points away from the default category on the survey graph. Just drop it over the question that you want to be sent next. Start Properties When the Start element is selected on the survey graph, the Context Panel displays the following properties: Send Introductory Message. You have the option of sending an introductory text message to each survey participant, before the first question is sent. Ticking the box will bring up a new, larger message box in which you can enter your introductory text message. The message box is accompanied by a Character Counter and a Message Counter. Please note that if, for example, the Message Counter shows 2, then you will be charged for 2 message credits for each recipient that you send this message to. In addition to these two counters, you can, if you wish, insert a delay between the introductory message being sent and the first question of the text survey being sent. This delay is measured in minutes, and has a default setting of 1, i.e. there will be a 1 minute delay between the introductory text and the first question. If any survey participant texts in STOP as a response to either the introductory text or any of the questions, they will be added to your account s Opt-out List and no further messages or questions will be sent to them. Minutes to wait before sending first Question. You can, if you wish, insert a delay between the introductory message being sent and the first question of the text survey being sent. This delay is measured in minutes, and has a default setting of 1, i.e. there will be a 1 minute delay between the introductory text and the first question. Body. This is the text of the introductory message that you want to send. TextSurvey - TextAnywhere.net - Page 20 - V6

21 Characters (not editable). This shows the number of characters in your introductory message. Messages (not editable). This shows the number of SMS message credits required to send your introductory message. End Properties When the End element is selected on the survey graph, the Context Panel displays the following properties: TextSurvey - TextAnywhere.net - Page 21 - V6

22 Send Thank-you Message. You have the option to send a thank-you text after the response to the last question of the survey has been received. If selected, the thank-you text message will be automatically sent out when the participant s last response has been received. Ticking the box will bring up a new, larger message box in which you can enter your thankyou text message. The message box is accompanied by a Character Counter and a Message Counter. Please note that if, for example, the Message Counter shows 2, then you will be charged for 2 message credits for each recipient that you send this message to. Body. This is the text of the thank-you message that you want to send. Characters (not editable). This shows the number of characters in your thank-you message. Messages (not editable). This shows the number of SMS message credits required to send your thank-you message. TextSurvey - TextAnywhere.net - Page 22 - V6

23 Placeholder Panel If you ve used placeholders in your survey, and selected the Use Placeholders checkbox, the placeholder panel will appear, showing the following options: Test a CSV file. You can upload a sample CSV file here, to preview your survey with completed placeholders. Starting column for placeholders. This drop-down shows all of the columns in the CSV file you ve uploaded. Choose a column to tell TextSurvey where the placeholders are located in your file. The placeholders should be in a contiguous block of columns. Show Merged Placeholders. If this is selected, the survey graph will show all of your categories and questions with your uploaded placeholder text merged in (instead of showing the %...% syntax). The sample text is taken from the first line of your CSV file. Placeholders. This shows a list of all of the placeholders you ve used in your survey. You can click and drag them up and down to change their order. This changes the order that TextSurvey expects to find the placeholders in your CSV file. If you ve got Show Merged Placeholders switched on, you ll be able to see the survey graph change to reflect the new placeholder ordering. This can be used to make sure your CSV file has it s placeholders in the same order that your survey expects them. TextSurvey - TextAnywhere.net - Page 23 - V6

24 About Us TextAnywhere Limited is a UK Company, set-up in 2003, with a mission to deliver high quality, robust text messaging solutions to the business and public sector communities. This is our sole business function - we are not a spin-off from a related business. All of our energies and resources are channelled in to providing and developing ever-improving and wideranging text-messaging solutions for our clients. Our solutions range from web-based and -to-sms end-user applications that you send and receive messages from, to Web Services and HTTPS-based development tools for integrators wishing to interface their applications to the text-messaging world. We also offer a white-label service to enable partners to offer a branded text service to their client community. Since 2003 our client community has grown significantly, and now totals over 12,000 UK organisations, including single person businesses, academic establishments, health sector organisations and FTSE 100 companies. Our clients include Barnardo s, Cambridgeshire County Council, Debenhams, Dixons Stores Group, Fife Council, Harveys The Furniture Store, NHS, PepsiCo, Totton College and Virgin Active Health Clubs. All of our clients share a common belief that communication with customers and colleagues can be improved and made more effective through the use of our text-messaging solutions. We encourage our clients and prospects to tell us their needs, where we can improve and what we do well. Through such feedback we are able to hone our business and deliver client-inspired services. We believe we are different to many other organisations. We are not a faceless internet company. We are real people who care passionately about our clients. We are also intensely proud of our social responsibility achievements. We are a Carbon Neutral organisation and each year we give away 1% of our corporate resources, profit, time and services, to not-for-profit organisations through our TextAnywhere Foundation. TextAnywhere is part of the Stericycle Communication Solutions family. At Stericycle Communication Solutions we deliver a range of global communication-based services and technologies that improve the way organisations engage with their customers. TextSurvey - TextAnywhere.net - Page 24 - V6

25 Contact Details TextAnywhere Ltd Hetton Court The Oval Hunslet Leeds West Yorkshire LS10 2AT United Kingdom UK tel: Intl tel: Web: TextAnywhere Ltd. All Rights Reserved. TextAnywhere, TextOnline, Text , TextMail, TextOMS, TextAlert, TextCampaign, TextPremium, TextPartner and TextInbound are the trademarks of TextAnywhere Ltd. All other names are the trademarks, or registered trademarks, of their respective owners. TextSurvey - TextAnywhere.net - Page 25 - V6