Texting overtakes voice+web as the new “voice” of US consumers

Buzzbeeper, Inc., released surprising data today via PRNewsWire. When asked to give customer feedback and given the choice between voice, web, or SMS texting, consumers now overwhelmingly prefer texting. Interesting to speculate why, but I believe it comes down to the less-obtrusive “I’ll get to it when I get to it” nature of texting that leaves the consumer inherently in control of the survey process. We’ve all been sucked into one of those so-called “short” surveys (like promoted on restaurant receipts) that easily take 15 minutes. Whereas with Buzzbeeper, it’s at most two quick questions… usually “how’d we do?” and “would you refer us to friends?”

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