Salesmsg Surveys let you measure customer sentiment the same way you reach your customers everywhere else: over text message. Unlike most survey tools that rely on email links or web forms — where responses often go ignored — Salesmsg gathers feedback directly through SMS. Your contacts simply reply to a text, which means far higher response rates and feedback that actually reflects how your customers feel.
Send a survey, automatically collect and validate replies, follow up with contacts who haven't answered, and see your results — all without leaving Salesmsg.
Note: The first release supports NPS (Net Promoter Score) surveys. Additional types (CSAT, XSAT, CES, PMF, and Custom) are coming soon and will appear as options when available.
Why SMS surveys?
Email surveys and web forms compete with crowded inboxes and easily get skipped. Salesmsg Surveys arrive as a simple text message, and customers respond by replying with a single number — no links to click, no forms to fill out, no apps to open. That low-friction experience is why text-based surveys consistently earn more (and faster) responses than traditional channels.
What is an NPS survey?
NPS asks one simple question to gauge loyalty: "How likely are you to recommend [your company] to a friend or colleague?" Contacts reply with a number from 0 to 10, and Salesmsg automatically sorts them into:
Promoters (9–10) — your most loyal customers
Passives (7–8) — satisfied but unenthusiastic
Detractors (0–6) — unhappy customers at risk of churn
Who can use Surveys
Access is controlled by a "Can access Surveys" permission on each role. By default it's enabled for Owners, Admins, Managers, and Members, and disabled for Observers. Your admin can adjust this in role settings. Surveys is available on the same plans as Broadcasts, Triggers, and Power Dialer.
Creating an NPS survey
Click the Surveys icon in the left navigation bar.
Click New survey.
In the template picker, choose NPS and click Next.
Give your survey a name (this is just for your reference).
Choose the inbox to send from — or select send from contact owner so each message comes from the contact's assigned rep.
Enter your company or product name. This is inserted into the question automatically, and you'll see a live preview of how the message will read.
(Optional) Turn on Reenrollment if you want contacts to be able to take the survey again later.
Configure any optional settings (below), then click Activate to launch — or save it as a draft to finish later.
Optional settings
You can keep your survey simple or add any of these:
Score elaboration — After a contact replies with a score, automatically ask a follow-up question (for example, "Thanks! Can you tell us a bit more about why you chose that score?"). You can ask everyone the same question, or set a different one for Promoters, Passives, and Detractors.
Auto FollowUp™ — Automatically remind contacts who haven't responded yet. Choose a window of 3, 7, or 14 days and a cadence of Subtle, Steady, or Assertive. More assertive settings send more reminders within the window.
Response window — If Auto FollowUp is off, set how long contacts have to reply (1–5 days, default 3). After that, the contact is marked as expired.
Success & fallback actions — Automatically add a tag, remove a tag, or add a note when a contact responds (success) or doesn't respond in time (fallback). These can be set per score category — for example, tag every Detractor for follow-up.
Closing message — Send a one-time thank-you after the survey is complete. You can use the default message or customize it per category.
Enrolling contacts
There are two ways to get contacts into a survey:
Automatically — When you activate a survey, Salesmsg can enroll all contacts who match your filters.
Manually — Select one or more contacts in your contact list (or open the … menu in a conversation's sidebar) and choose Send survey. Pick the survey and send. Only active surveys are available.
Activating and pausing
Each survey has an on/off toggle in your survey list. Turning a survey off stops all further questions and reminders for enrolled contacts. You can turn it back on at any time without losing your setup.
Viewing results
Click any survey to open its analytics page, where you'll see:
Your overall NPS score
Promoters, Passives, and Detractors (count and percentage)
Total sent, valid replies, undelivered, and expired
Click any metric to filter the contact list below it — for example, click Detractors to see exactly who gave a low score, along with their reply, any written feedback, and tags. All metrics update in real time as replies come in.
You can also see a contact's most recent survey result in the Surveys section of their conversation sidebar.
Managing your surveys
From the survey list you can:
Search for a survey by name
Edit a survey at any time (changes to an active survey apply immediately)
Duplicate a survey to reuse its setup as a starting point
Delete a survey you no longer need
Heads up: Deleting a survey is permanent and also removes its analytics data, so export or note anything you want to keep first.
Frequently asked questions
How do contacts respond?
They simply text back a number from 0 to 10. Replies outside that range, or non-numeric replies, aren't counted as a valid score — the contact can still reply with a valid number until the window closes.
Can a contact take the same survey twice?
Yes, if reenrollment is enabled. Their latest valid score becomes their current score, and the previous one is kept in history.
Can I edit a contact's score?
No. Scores are recorded automatically from replies and can't be changed manually.
What happens to in-progress contacts if I pause or delete a survey?
All pending questions and reminders stop immediately.