Surveys

BrightArrow supports two types of surveys, a voice survey and a text message survey. The setup and use are done very differently from one another.

Text survey

This option requires a new dedicated phone number.  Once BrightArrow purchases a dedicated phone number and configures it for the customer, the survey can be enabled on the Settings page of a list. To enable that feature on the Settings page, enter the phone number, and enter the keywords that recipients can enter.  Then the survey can be started and the system starts recording all texted responses in a Survey report that shows in the Reports page.  The survey can then turn off from the same Settings page.

Voice survey

This option does not require any special number to be configured, but it is an outbound survey only (the recipient’s only chance to respond is when receiving the call – calls that go to voice mail are ineligible to respond).  This option is set up in the Multi-part Message Page. The customer will need to record an introduction message and then they can record up to 5 survey questions.  BrightArrow does not support TTS(Text to Speech) for the messages – the messages have to be recorded, and the response is a single digit DTMF (Numbers 0 – 9) to each.  In this case you send out the message like you would a regular voice message, and the results show up as a regular report.  Unlike the Text Survey, the report does total up the values for the responses. To total up the responses, the report can be exported as a .xls file and then opened in Excel or a similar spreadsheet application.