• What is special about the MOBSurv solution compared with other Survey providers?
  •  

    Our solution differs in several ways. First of all – all features are for free. You can create as many surveys you like, distribute them to as many respondents you want and use the service for as long as you want.

     

    Secondly, we are one of the only providers who use SMS to distribute the Mobile survey directly and instantly to the responds mobile device. We use SMS as a distribution channel as we know that an SMS is almost always read instantly by the receiver. Thus, the probability that your mobile survey is answered instantly increases dramatically. We have also observed that surveys distributed by SMS have a very high answer and completion rate. Completion rates of 80-90% are not unusual.

     

    Thirdly we offer a wide range of other distribution technologies. Your surveys can also be distributed by email, placed on your website, by QR codes or on a Smartphone or Tablet. One survey – many distribution channels, gives you flexibility and increases your answer rates.

     

    Last but not least, we offer a unique notification feature where you will be notified by SMS or email if your respondent answers a question in your survey in a predefined way. You will instantly be notified about unsatisfied customers and thus have the opportunity to react instantly to a bad user experience.

  • SMS distribution - how does it work and what is the user experience ?
  • You can use 2 methods to distribute your mobile survey by SMS – Push and Pull

    1. Push method: Send a SMS invitation from the MOBsurv Online Creator® tool to the respondents mobile device.
    The respondents receives a SMS with a link to your survey. By clicking this link, the respondent will get your survey presented in their mobile browser. Answers are collected in real time and can be viewed in the MOBsurv Online Creator® tool.

    2. Pull method: The respondent sends a SMS to your mobile device (which has the MOBsurv Connector® app installed) with a predefined keyword. The SMS is forwarded to MOBSurvs back-end system for analysis. Our back-end system will return a SMS to the respondent with a link to your survey.

    A typical use case for the pull method could look like this: “send a SMS with the text ABCD to number 12345678 and give us your honest opinion of our service. You will participate in a contest for a fee meal”

  • How does the MOBsurv Connector® app work ?
  • The app is your connection to MOBSurvs back-end servers and makes it possible for you to send and receive SMS based survey invitations through your own mobile device. This means that you have the full control over the SMS fee’s implied by your mobile operator. If you e.g. have a mobile subscription with free SMS, you will be able to send SMS survey invitations for free to your users.

    With the MOBsurv Connector® app you are also able to invite your customers to fetch your surveys by sending a SMS with a keyword to your mobile number. Your customers will get a SMS with your survey invitation to their mobile device. The SMS is send through your mobile device to your customer.

  • Are all these features in MOBsurv really for free ?
  • Yes, all features are for free. We do not charge you any fees for using MOBSurv.
    If you are using SMS to push and pull surveys you will have to pay the SMS fee’s applied by your operator.

    The MOBsurv solution offers you free mobile surveys, free online surveys, free Kiosk surveys and much more. MOBsurv is the best free Mobile survey solution on the market.

  • How are my surveys send to the respondents mobile device ?
  • They are sent via your mobile phone. The MOBsurv Connector® app uses the standard SMS/Text application on your phone to send and receive SMS/Text messages and to handle the connection between your phone and MOBsurv back-end server. The app must have a working internet connections.

    You can use two different ways to distribute your survey by SMS/Text . Either by sending a SMS/Text invitation directly from the MOBsurv Online Creator® tool (push) to your respondents, or by letting your users request your survey by sending a SMS/Text with a keyword to your phone (Pull).

  • Does the respondent need to install an app on his device in order to view surveys distributed by SMS ?
  • No. No need for an app. The respondent will receive a SMS with a link to the survey. By activating this link, the survey is presented in the respondents mobile browser. It works for all mobile devices on the market.

  • Can the respondent request for a survey via his mobile device ?
  • Yes, you can interact with your customers by offering them the opportunity to request your survey by sending a SMS to your mobile device (which has the MOBsurv Connector® app installed) with a predefined keyword. The SMS is forwarded to MOBSurvs back-end system for analysis. Our back-end system will return a SMS to the respondent with a link to your survey. A typical use case could look like this: “send a SMS with the text ABCD to number 12345678 and give us your honest opinion of our service. You will participate in a contest for a fee meal”

    This method puts the user in control and gives you the opportunity to get instant customer feedback.

  • Are the text messages (SMS messages) charged ?
  • MOBSurv is not charging you any fee for the SMS. It’s for free. As the SMS will be send through your own mobile device, you will pay the normal SMS charges applied by your operator. If you have a subscription with free SMS, the service will be entirely free of charges.

  • Is my mobile phone blocked when MOBsurv Connector® app is active ?
  • No, the MOBsurv Connector® app is working in the background and you can use your phone as usual.
    You can deactivate the MOBsurv Connector® app in the menu settings. When deactivated, the app will not send any survey invitations to respondent nor forward any incoming survey request to the MOBsurv back-end server.

  • Does MOBsurv Connector® app handle roaming ?
  • Yes. You can move around as normal. As long as you are connected to the internet, either by Wifi or 2G/3G/4G it will work.

    Be aware, that if you roam outside your country, other SMS/Text and internet connection charges might apply.

  • If I am disconnected from the internet, does MOBsurv Connector® app buffer my SMS/Text messages ?
  • Yes and no. Your SMS/Text invitations send from MOBsurv Online Creator® tool are buffered and delivered ones you are online again. The incoming survey request received by your phone are not buffered.

  • Will MOBsurv Connector® app forward all my SMS/Text 's messages to your back-end server ?
  • No. Only those SMS/Text which match the keywords you have defined in the MOBsurv Online Creator® tool are forwarded. All your other messages will not be handled.

  • Can I distribute my survey by email, QR codes or even place it on my website ?
  • Yes, MOBSurv provides a wide range of distribution channels. Beside of using SMS as distribution method, you can distribute your survey by email, post it on your website, use QR codes or use our MOBsurv Kiosk® app.

  • Can I use a Smartphone or Tablet for my surveys
  • Yes, you can use a Smartphone or Tablet to distribute your surveys. It is easy to set up and runs in Kiosk mode. The application can be downloaded from Google Play Store and is called MOBsurv Kiosk

  • How does the notification feature work ?
  • It is vital to act fast upon the feedback from your customers. Thus, we have created a feature which will notify you instantly on SMS or email if your customers answers a question in your survey in a predefined way. The notification can be routed according to Point-of-Experience i.e. a store manager in New York will receive a notification if the customer has visited this shop and the store manager in Boston will only receive the notifications from customers visiting the Boston located shop.

    Example: Let’s say that a customer answers a question which has the answer values from 1-10 (where 1 is bad and 10 is best) with the value 1. Every time a respondent answers this value, management wants to be notified.

  • Can I use different distribution methods for the same survey ?
  • Yes. One survey can be distributed in several ways – by SMS, email, Web or QR and all results will be collected centrally.

  • I have to create a Collector when I distribute a survey. What is that and how does it work ?
  • A collector is a kind of basket where all answers are collected. This makes it possible for you to create a number of “baskets” for the same survey. E.g. if you run a customer satisfaction survey and you want to split the answers in different periods you can create a collector for Jan, one for April and one for July

  • Can I route to particular question based on the answer of the current question?
  • Yes you can. Advanced routing is one of our many features and allows you to jump to a new question based on the answer from the current question.

  • Can I create templates for answers that I can use for multiple questions?
  • Yes you can create a template which you can use for several questions. E.g. if you have a question where the answer options is a scale from 1-10, you can create a template for this which can be re-used in other questions avoiding you to have to enter the same scale again and again.

  • How can I place my survey on my website
  • It is very simple. In the MOBsurv Online Creator® tool, you create a short web script which you add to your website

  • How do I use QR codes ?
  • It is very simple. In the MOBsurv Online Creator® tool, you create QR codes for your surveys. Download and print these QR’s and use them in your marketing materials. The QR code is linked to the survey in question and when the respondent scans the QR code, it will be displayed in the browser of the mobile device.

  • How do I distribute a survey by email ?
  • It is very simple. In the MOBsurv Online Creator® tool, you create an email link which you copy/paste into your normal mail tool such as Google mail, Outlook or similar tools. When users activates the link, the survey will be displayed in their normal web browser.

  • How does the MOBsurv Kiosk® app work?
  • The MOBsurv Kiosk® app executes surveys created in the MOBsurv Online Creator® tool on and Android Tablet or Smartphone and targets mainly the retailer segment, tourist segment and other organizations.
    Place a Tablet in your shop or hand out it out to your customers and collect their feedback instantly. The survey will be repeated automatically after completion and works both in online and off-line mode.

  • I want to brand my survey, with the logo of our company. Can I do that?
  • Yes, you can customize your survey by adding your company logo, changing font sizes and colors, background colors and change text on buttons.

  • What is a Point-of-Experience (POE) and how can I benefit using it?
  • The key to capturing the best understanding of a consumer’s thinking and satisfaction regarding a product, business or organization is to ask them at their point-of-experience – the place of their purchase decision or their experience with the business or organization.

    A point-of-experience could be a store, an institution, a company or even a person. E.g. print a QR code on your service technicians business card and let the customer express their satisfaction by answering a survey. Results are collected and presented in real-time in the MOBsurv Online Creator® tool.

  • How do I use Point-of-Experience in a survey ?
  • Point-of-experience information can be added in a survey using a new answer type. Point-of-experience information will be displayed for the respondent in the survey as dropdown menu’s. Point-of-experience can be divided into regions and location. If regions are used in Point-of-experience set-up, both region and location information are shown in the survey as dropdowns on the same page.

    When selecting the answer type , the tool will show all Point-of-experiences defined in the menu <Setting/Point-of-experiences>. Select those Point-of-experiences you want to be displayed for the respondent in the survey.

    Important: Point-of-experience information is used in order to determine the location of the retailer,shop, institution, organization etc from where the respondent answered the survey. E.g. for questions like “Which shop did you visit today”. It cannot be used for questions like e.g. “which other shops did you visit today”. For these kind of questions you should use normal answer types as such as dropdown or radio button.

  • What is a Keyword and what is it used for?
  • Keywords are used in the SMS Pull method. A keyword is the text in the SMS which the respondent has to send to your mobile device (which has the MOBsurv Connector® app installed) in order to receive your survey. The keyword is linked to your survey and the MOBSurv back-end will return a SMS to the respondent with a link to your survey.

    Example: Let’s say that you define a keyword in the MOBsurv Online Creator® tool named “Freemeal” and link it to a customer satisfaction survey you have created in the same tool. Now, when respondents sends a SMS to your mobile device with the text Freemeal, the MOBsurv Connector® app will forward this SMS to the MOBSurv back-end which in turn will send a SMS (through your mobile device) to the respondent with a link to your customer satisfaction survey.

  • How do I get started?
  • Step 1: Install the MOBsurv Connector® app on your phone
    Step 2: Create your surveys in MOBsurv Online Creator® tool. Go to http://ims.mobsurv.com/creator. Log on with the userID and password you created during registration. We have created a dummy survey for you (called “my first survey”) to make it easy for you to get started.
    Step 3: Distribute your surveys by either pushing a survey invitation to your respondent from the MOBsurv Online Creator® tool, or define a keyword which your users can use to request your survey (Pull)
    Step 4: Analyze the results in real time in MOBsurv Online Creator® tool