Three-level scale
[Entity]: How was your experience with [Service] today? Reply 1 = Happy, 2 = Neutral, 3 = Unhappy.
1 SMS segments · GSM-7 · 94 characters
SMSTransactionalGovernment and utilities · Feedback and NPS
Customer happiness survey SMS template (transactional)
Send it shortly after a service is completed, at a centre, by phone or online. A one-number reply gets high response rates and feeds customer happiness indicators per service.
Preview
Your brand
[Entity]: Thank you for using [Service]. How satisfied were you? Reply 1 (very satisfied) to 5 (not satisfied).
Variables are highlighted. Replace them with your own values before sending.
[Entity]: Thank you for using [Service]. How satisfied were you? Reply 1 (very satisfied) to 5 (not satisfied).
107 characters in GSM-7, which is 1 SMS segment(s). GSM-7 fits 160 characters in a single SMS, or 153 per segment when the message is split. Counts treat each [Placeholder] as text of similar length; check the final message once your real values are in.
Variables explained
What to put in each variable, with an example value.
| Variable | What it is | Example |
|---|---|---|
[Entity] | Authority or department name matching the sender ID | CityPower |
[Service] | The service the customer just used | new connection request |
Category and compliance notes
Transactional SMS: it must relate to something the customer did or owns. Keep it free of offers and promotional links, or operators may filter it as promotional traffic and apply quiet hours.
Promotional sending hours differ by country, and some regulators also set Ramadan hours.Sender ID rules by countryPlan the send time
Variations
Alternative versions of the same message, following the same channel rules.
With survey link
[Entity]: Thank you for using [Service]. Please rate us in 30 seconds: [Link] Your feedback helps us improve.
1 SMS segments · GSM-7 · 103 characters
Centre visit
[Entity]: Thank you for visiting [Centre] today. How satisfied were you with [Service]? Reply 1 (very satisfied) to 5 (not satisfied).
1 SMS segments · GSM-7 · 128 characters
How to use this template
- 1
Copy the text
Copy the message and keep the brand name at the start so the recipient knows who is writing.
- 2
Replace the placeholders
Map each [Placeholder] to a field in your contact list or system, keeping the message short.
- 3
Check length and encoding
Paste the final text into the SMS counter to see the segments you will pay for.
- 4
Send from a registered sender ID
Use a sender ID registered for this traffic type in each destination country.
Questions about this template
How many SMS segments is this message?
1 segment(s): the text has 107 characters in GSM-7. GSM-7 fits 160 characters in a single SMS, or 153 per segment when the message is split.
Is this promotional or transactional SMS?
Transactional. It relates to a specific order, account or appointment, so it can be sent around the clock as long as it carries no promotional content.
When can I send this message?
Any time. Transactional and OTP messages are delivered 24/7; time-of-day windows such as 07:00–21:00 in the UAE or 09:00–22:00 in Saudi Arabia apply to promotional traffic.
Is this template available in other languages?
Yes. It is written natively in English, French, Spanish, German, Arabic, Portuguese, Turkish, and Simplified Chinese, so the Arabic and other versions read as original messages, not translations.