SMS-Based Feedback vs QR Code-Based Feedback

In today’s digital world, customer feedback is essential for businesses to grow. Knowing what your customers think helps improve products, services, and the overall experience.

Two popular ways to collect feedback are SMS-Based Feedback vs QR-code-based feedback. Each method has its benefits and challenges, so it’s important for businesses to choose the right one.

This article breaks down the differences between SMS-Based Feedback vs QR Code-Based Feedback, helping businesses make the best choice.

What Is SMS-Based Feedback?

SMS-Based Feedback is a method where businesses collect customer feedback via text messages. After a customer interacts with a business—whether it’s after a purchase, service, or inquiry—they receive a text message asking them to provide feedback. The feedback can range from a simple rating to detailed responses based on the questions asked.

Pros Of SMS-Based Feedback

SMS-based feedback offers quick, direct communication, allowing businesses to gather real-time insights with high response rates. It’s cost-effective, widely accessible, and ideal for reaching customers on the go.

1. High Accessibility

Almost everyone has a mobile phone, and SMS doesn’t require an internet connection, making it accessible to a broad audience.

2. Immediate Engagement

Customers are more likely to respond to an SMS because it’s a direct and personal form of communication.

3. Simplicity

SMS-based feedback is easy to use for both businesses and customers. There’s no need to download an app or visit a website.

4. High Open Rates

SMS messages typically have a very high open rate, often around 98%, which means customers are almost guaranteed to see your request for feedback.

Cons of SMS-Based Feedback

SMS feedback can be limited by character count, potentially intrusive, and may incur additional costs for customers.

1. Limited Response Length

SMS has a character limit (usually 160 characters), which can restrict the amount of detail customers can provide.

2. Cost

Sending SMS messages can be expensive, especially for businesses that need to reach a large number of customers.

3. Privacy Concerns

Some customers may be hesitant to share feedback via SMS due to privacy concerns, especially if the feedback request seems unsolicited.

4. Dependency on Mobile Networks

SMS feedback requires a mobile signal, which can be an issue in remote areas.

How QR-Based Feedback Works?

QR-based feedback system Quick Response (QR) codes collect customer opinions, and businesses can implement QR-based feedback systems by displaying codes at strategic locations, such as on receipts, product packaging, or in-store posters. Customers can scan the QR code using their smartphone camera, which redirects them to an online feedback form.

Pros of QR-Based Feedback

Using QR codes for feedback offers several advantages, including:

1. Ease of Use

Scanning a QR code is quick and easy, requiring only a smartphone camera.

2. Customizable Feedback Forms

Unlike SMS, QR-based feedback allows for more detailed responses, including multiple-choice questions, text boxes, and rating scales.

3. Cost-Effective

Once the QR codes are printed, there’s no additional cost to collecting feedback, making it a cost-effective option.

4. High Engagement Potential

QR codes can be placed in numerous locations, increasing the chances of customers providing feedback.

5. Multimedia Integration

QR-based feedback forms can include images, videos, or links to enhance the feedback process.

Cons of QR-Based Feedback

Using QR codes for feedback offers several dis-advantages, including:

1. Requires Internet Access

Customers need internet access to complete QR-based feedback forms, which can be a barrier in some areas.

2. Device Dependency

Not all customers are familiar with QR codes or may not have smartphones capable of scanning them.

3. Lower Immediate Engagement

Compared to SMS, scanning a QR code and completing an online form may seem like more effort, leading to lower immediate response rates.

4. Potential Technical Issues

Poorly printed or damaged QR codes can make it difficult for customers to scan and access the feedback form.

Comparing SMS-Based Feedback vs. QR Code-Based Feedback

When comparing SMS-Based Feedback vs. QR Code-Based Feedback, it’s essential to understand how each method offers unique advantages in capturing customer insights through different channels and technologies.

Ease of Use

• SMS-Based Feedback: SMS feedback is straightforward and accessible to nearly everyone with a mobile phone. It requires no additional apps or technology beyond the ability to send and receive text messages.
• QR-Based Feedback: QR codes are easy to use but depend on the customer having a smartphone with a camera and internet access. While scanning a code is simple, the process of completing an online form can be more time-consuming than sending a quick SMS.

Accessibility

• SMS-Based Feedback: SMS is available to a broad audience, including those without internet access or smartphones. This makes it an ideal choice for reaching older demographics or those in areas with poor internet connectivity.
• QR-Based Feedback: QR codes require a smartphone and internet access, which may limit their use among certain populations. However, for tech-savvy customers, QR codes offer a more interactive and engaging feedback experience.

Engagement and Response Rates

• SMS-Based Feedback: Due to the personal nature of SMS, customers are more likely to open and respond to feedback requests. However, the limited space for responses may result in less detailed feedback.
• QR-Based Feedback: While QR codes might lead to fewer immediate responses, they can capture more detailed feedback through customizable forms. The novelty and convenience of scanning a QR code can also appeal to younger, tech-savvy customers.

Data Security and Privacy

• SMS-Based Feedback: SMS feedback is generally secure, but privacy concerns may arise if customers feel uncomfortable sharing information through text messages.
• QR-Based Feedback: QR-based feedback can be more secure, especially if the feedback form is hosted on a secure website. However, customers may be wary of scanning codes if they are unsure about where it will lead them.

Cost-Effectiveness

• SMS-Based Feedback: The cost of sending SMS messages can add up, especially for businesses with a large customer base. However, the high open and response rates can make it worth the investment.
• QR-Based Feedback: After the initial cost of creating and distributing QR codes, there are no additional costs involved in collecting feedback, making it a more budget-friendly option.

Which Feedback Method is Right for You?

Choosing between SMS-Based Feedback vs. QR Code-Based Feedback depends on your business’s specific needs, customer demographics, and resources. Here’s a quick guide to help you decide:

Use SMS-Based Feedback if:

• You need immediate, high-response feedback.
• Your target audience includes older customers or those without smartphones.
• You can budget for the cost of sending SMS messages.
• Simplicity and accessibility are your top priorities.

Use QR-based feedback if

• You want to collect more detailed feedback through customizable forms.
• Your target audience is tech-savvy and comfortable using smartphones.
• You are looking for a cost-effective, long-term feedback solution.
• You want to integrate multimedia elements into your feedback process.

Conclusion

Both SMS-based feedback vs. QR Code-Based Feedback offer unique advantages for collecting valuable customer insights. SMS-based feedback is highly accessible, allowing businesses to engage customers quickly and efficiently through a familiar platform. This method is particularly effective for reaching a broad audience, as nearly everyone has access to SMS services, making it ideal for instant responses.

the best choice between SMS-Based Feedback vs. QR Code-Based Feedback depends on your specific needs, your budget, and the preferences of your customer base, ensuring that you select the most effective method for your feedback strategy.

Frequently Asked Questions