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%).

1. 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%)

2. 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%)

3. 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%)

4. 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%)

5. 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 %