SMS as Customer Service Survey Report

Currently, there are so many ways to communicate with customers. While people visiting our website, we’re trying to keep their track so we can know if they are potential or not to be our next buyer or even customer. Normally, companies or brands just send email and see what’s happen next. But now, keep customers subscribed and engaged at every point of the topic cycle personally via SMS seems more promising. There is a research says that SMS has 98% rate open and 8x more effective at engaging customers.

Improve company or brand’s performance by sending SMS which can communicate two ways with consumers can increase customer satisfaction and grow sales. But what exactly customers think about SMS as customer service for them?


JAKPAT conducted a survey towards 815 Indonesian respondents about this matter. We want to know if companies or brands in Indonesia has sending SMS to communicate and what is respondent’s feedback about that.

Surprisingly, 86,38% respondents admitted has received any SMS from any company or brand while 13,62% respondents hasn’t received it yet.


From graph above, we can see that there is only a small gap between those who expect to never received SMS from companies and those who expect to receive SMS just 1 or 2 times per week. Meanwhile, just few respondents expect to receive maximal SMS 5 times per week. It portrays how respondents actually wants to receive SMS from companies or brands but have tolerance to receive it in minimum times to avoid spam messages.

We compare between female and male respondents about their feeling to communicate with company using SMS as their customer service support. We can see that female respondents majority feels uncomfortable while male respondents feels otherwise.

Q3 (single answer) : Do you think it’s comfortable to communicate with brand/ company using SMS as their customer service support? Total Gender
Male Female
Option 1 : Yes 323 118 205
39.63% 42.29% 38.25%
Option 2 : No 492 161 331
60.37% 57.71% 61.75%

When we provide some choices to do when they find any problem about any brand or company, almost half of total respondents will call customer support because they don’t like sending text message in an urgent situation. Well, most customers seems wants a quick way to solve their problem and SMS looks unpromising (related to who will read it or how long it will be read).


Those answers can be seen more specific on this slideshare below:

For more detail you can download XLS report at the button below. AKPAT report consists of 3 parts which are 1) Respondent Profile, 2) Crosstabulation for each question and 3) Raw Data. Respondent profile shows you demographic profiles ( gendr,age range, locationby province, and monthly spending). Cross tabulation enables you to define different demographic segment preference on each answer.

Click the icon to download XLS report

If you’re interested to do survey on retail and consumer goods field toward our respondents, we have over 23,000 mobile respondents ranged from age 17-50 years old, smartphone active users, and located in all regions of Indonesia that has installed our app and readily answering your survey.

Those 23,000 respondents has been verified, profiled, and continuously tracked to make sure you get the updated profiles of them. Our respondents has been profiled based on their demographic (age,gender,location, spending level, profession,religion), lifestyle habit (smoking/non, gamers/non, wearing glasses/non, frequent flyer/non, online shopper/non), and also brand consumption level ( brand A users, brand B users in FMCG, Retail, E-commerce,etc). 

If you want to do research toward our respondent, please signup here and directly create your survey there. Or directly contact our Bizdev - Chrisprastika at +62-878-3908-9833. To non-Indonesian client, we offer free translation from foreign languages includes English, Chinese,Hindi,etc. 

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