Frequently Asked Questions about SMS Surveys

Q. Can surveys use dynamic fields?

A. Yes, surveys can have customisable fields, such as the recipient’s name in the opening statement and questions. In the question you must include the dynamic field surrounded by [[ ]]. In the uploaded CSV file, you must match the column title with the dynamic field you have created.

For example [[first name]]

N.B. Dynamic fields can only be added in the draft stage of a survey. Once you have started a survey you cannot add any new dynamic fields.

Q. Can multiple surveys be created with the same virtual mobile number at the same time?

A. No, due to reporting only one active survey can be linked to a virtual mobile number at any one time. If you want to re-purpose your virtual mobile number, simply ‘complete the survey’ and assign it to a new survey.

Q. Can you access reporting for previously completed surveys?

A. Yes, all survey data is stored on our system for 2 years. You can access this data by clicking the ‘Complete’ tab under ‘My Surveys’ and downloading the survey’s report.

Q. Can you re-purpose previously completed surveys?

A. Yes; navigate to the survey you would like to view under the ‘Complete’ tab. Click on the three dots and select ‘Clone Survey’; this will lead you back to the survey creation page with all your previous questions, answer matches, settings and opening/closing messages.

Q. How much do SMS Surveys cost?

A. Esendex provide different account types and survey structures to suit varying business requirements.  Please contact your Account Manager or Esendex on 1300 764 946.

Q. Does each question charge per SMS?

A. Yes, each question is charged based on the message credit system. If your survey has 4 questions and an introduction message (all ≤160 characters) and if the survey recipient responds to all questions, you will be charged 5 SMS message credits.

Q. Why do my introduction and closing message come from a different sender ID?

A. All questions must be sent from the virtual mobile number linked to the account to enable recipients to respond. Because the opening and closing message do not need a response, they can be sent from a personalised sender ID up to 11 alphanumeric characters (including some special characters).

Q. Is there a cost for receiving messages?

A. No, there is no cost for receiving inbound messages.

Q. Is reporting done in real time?

A. Yes, all reporting is available as soon as it is received.

Q. Do you offer API integration?

A. Yes, send requests can be made in either JSON or XML using POST and reports can be received using GET. See our developer website for further information:

Q. Can I cancel an SMS Survey batch?

A. Yes, to cancel a batch click on the three dots next to the survey and select ‘view schedule’. SMS surveys can be cancelled up to 15 minutes before the scheduled send.

Q. Can I have multiple surveys set up to run at the same time?

A. Yes, contact your account manager and they will set up a new survey sub-account with a unique dedicated virtual mobile number (additional costs apply).

Q. Do you offer a free trial service?

A. Yes, get in touch with our sales team on 1300 764 946 or call your account manager directly.

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