Indigo SMS - Requesting Customer to Share Feedback
Customer feedback plays a major role in improving your service or the product and also retaining your level of service or performance of the product. Recently I had a somewhat inconvenient experience with Indigo airline’s feedback system in SMS.
So recently I travelled via Indigo airlines and received an SMS from them asking me to provide them feedback for the flight that I just flew in.
The SMS read as follows:
“Dear Indigo customer, please share your experience after the flight. Type FEEDBACK followed by your comments, name and send it to 566772. Wish you a pleasant flight.”
As it turns out, in today’s age of sending out survey forms, this system that Indigo airlines utilizes is a little out of date and inconvenient on many levels.
First of all, I need to remember a lot of details before filling out the feedback - such as the number, format, the order in which I need to type down the keywords followed by the feedback.
Second of all, SMS have a character limit (918 characters, 153 at a time) What if my feedback is long and I run out of characters? Do I need to begin a new SMS with the same format? Will it continue from where my previous feedback ended because of character limits?
Finally, it is too much of work for the customer, instead of making it easier, the feedback system via SMS is rather time consuming. Well ultimately, I ended up not writing the feedback at all.
1. If you need feedback from the customers, SMS communication should be smooth that take less effort from customers.
2. No one wants to remember such details.
1. You can just simply provide the link with the list of question-related to flight experience. So Customers can easily provide feedback in less time.
About Design Practice:
We are a group of UX Enthusiasts who are passionate to share good and bad experiences. We believe that we could design better solution if we could learn from the real experiences. Feel free to subscribe below and get weekly updates.