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Intelligent feedback gives instant results with increased response rates

27 September 2007 -- UK company OnePoint Surveys has developed an innovative solution that significantly improves customer survey response rates and can ultimately improve customer satisfaction.

The OnePoint SMS survey tool is a patent-pending method of conducting research surveys using text messaging. Modern day working practices require modern day tools in order to facilitate higher response rates and OnePoint leverages technology to achieve just that.

Traditional postal surveys with poor targeting have seen response rates as low as 2% *. SMS surveys provide instant feedback and see response rates as high as 80%**. This is because the respondent is questioned at the time of activity. This also provides more accurate responses as information is fresh in the respondents mind.

OnePoint is a simple, cost effective and powerful tool that enables the capture of real-time feedback conveniently and accurately. In most countries there is no charge to respondents, who opt-in to the survey. Results are collated instantly, providing fast feedback – a key requirement for improving service rates.

John Kearon, Chief Juicer at BrainJuicer Group PLC, who deployed the OnePoint service in order to explore the potential of using mobile phones as a research medium, said: “The results were extremely impressive. We had a 71% response rate and a 58% completion rate in 2 hours which told us that the medium has real appeal, that you can successfully conduct quite complex multi-part surveys (Juicers) with rich research potential and also that the OnePoint SMS technology is incredibly robust, reliable and easy for respondents to use.”

SMS surveys are created easily online and offer flexible, scalable research performed at any time, any place, 24x7. OnePoint SMS surveys can be used in any language, in any number of countries, to capture real-time customer satisfaction statistics, assess new product or services potential, gain employee feedback, measure public opinion, and evaluate the efficiency and performance of training, sales and marketing programmes.

Neil Jessop, Commercial Director said: “Our customers have been amazed at the response rates they receive. Acting on the feedback has enabled them to achieve measurable increases in customer satisfaction rates. Our surveys are created easily online following our simple three-step process and are a cost effective solution for all research requirements, no matter what the sample size.”

*Alison Gill, CEO,
** recent survey by Dipsticks Research Ltd achieved an 81% response rate within five minutes, and a total response rate of 95% within three hours.


About OnePoint
OnePoint was established in December 2005 to change the face of feedback and launched summer 2007 following more than 10 man years of development. OnePoints’ initial offering, SMS Surveys, is an instant feedback tool which utilises the mobile phone. This patent-pending method of conducting research surveys using text messaging is already taking the market by storm. OnePoint is working on major projects with leading global and pan European research and marketing organisations, including FTSE 100 companies.

More information about OnePoint can be found at

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