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Indonesian Opinion about SMS as Customer Service Survey Report

A survey of 815 people found that most receive text messages from businesses, with 86% responding yes. When asked how often they expect to receive texts, the most common responses were 1-2 times per week (35%) and never (38%). However, over 60% of respondents said they do not find communicating with businesses via text comfortable. The most common action people would take if having a problem with a brand is to call customer support (47%).

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1/6/2015 Survey Result by JakPat ­ Leading mobile market research in indonesia http://jakpat.net/surveyorproject/782 1/5 The Summary of SMS as Customer Service 1. HAVE YOU EVER RECEIVE ANY TEXT MESSAGE/SMS FROM ANY BUSINESS OR BRAND? Single Answer, Total Answer : 815 JakPat App Leading mobile market research in indonesia # Option Total Answer Percentage 1 Yes 704 86.38 % 2 No 111 13.62 % Yes (86.38%) No (13.62%)
1/6/2015 Survey Result by JakPat ­ Leading mobile market research in indonesia http://jakpat.net/surveyorproject/782 2/5 2. HOW MANY TIMES DO YOU EXPECT TO RECEIVE TEXT MESSAGE/SMS FROM ANY BRAND / BUSINESSES Single Answer, Total Answer : 815 # Option Total Answer Percentage 1 Never 311 38.16 % 2 1 or 2 times per week 283 34.72 % 3 Don't care how often businesses text as long as they're helpful 177 21.72 % 4 Max 5 times per week 44 5.4 % Never (38.16%) 1 or 2 times per week (34.72%) Don't care how often businesses text as long as they're helpful (21.72%) Max 5 times per week (5.4%)
1/6/2015 Survey Result by JakPat ­ Leading mobile market research in indonesia http://jakpat.net/surveyorproject/782 3/5 3. DO YOU THINK IT'S COMFORTABLE TO COMMUNICATE WITH BRAND/ COMPANY USING SMS AS THEIR CUSTOMER SERVICE SUPPORT? Single Answer, Total Answer : 815 # Option Total Answer Percentage 1 No 492 60.37 % 2 Yes 323 39.63 % No (60.37%) Yes (39.63%)
1/6/2015 Survey Result by JakPat ­ Leading mobile market research in indonesia http://jakpat.net/surveyorproject/782 4/5 4. IF YOU FOUND ANY PROBLEM WITH ANY BRAND. WHAT CONDITION YOU EXPECT TO HAPPEN? Single Answer, Total Answer : 815 Call customer support because I don't like sending text message in an urgent situation (47.24%) Want customer support to text me instantly (21.96%) Want to searching or asking how to resolve it and do it by myself (14.36%) Want to text customer support immediately (12.39%) Wait, do nothing, and see what happens next (2.7%) Other option (1.35%)
1/6/2015 Survey Result by JakPat ­ Leading mobile market research in indonesia http://jakpat.net/surveyorproject/782 5/5 # Option Total Answer Percentage 1 Call customer support because I don't like sending text message in an urgent situation385 47.24 % 2 Want customer support to text me instantly 179 21.96 % 3 Want to searching or asking how to resolve it and do it by myself 117 14.36 % 4 Want to text customer support immediately 101 12.39 % 5 Wait, do nothing, and see what happens next 22 2.7 % 6 Other option 11 1.35 %