Concept: SMS Survey Notifications
You can enable SMS as a survey channel directly in the
SMS
tab on the schedule. When enabled, employees with a phone number on their employee record will receive their survey through SMS. They’ll also receive a reminder SMS halfway through the survey round, and every 4 days after, if they haven't answered. This feature is available at no additional costs to your organisation.An employee can receive the survey through multiple survey channels, but they can only answer the same survey round once.
Language Detection
The language setting for SMS messaging uses the same fallback logic and order as email notifications.
- First language on the schedule.
- Employee record language.
- Browser language of the employee from last sign-in.
- English as a final fallback.
Unsubscribing to SMS
Send STOP or START to unsubscribe or resubscribe to SMS messages.
- United States: +1 (415) 341-9369
- United Kingdom: +44 7862133788
- Canada: +1 (778) 400-2438
- Australia: +61 480090894
- Denmark: +45 81827126
- Sweden: +46 701926936
- Finland: +358 454948601
SMS Delivery Rates
Peakon utilizes Twilio, a popular external provider for SMS delivery.
Country-specific regulatory restrictions from Twilio might prevent participants from opting out of the survey notification via SMS.
Typically, sending your engagement survey over SMS works well for phones in most countries. However, SMS technology is inherently less reliable than email, and delivery rates can be affected by country-specific regulations, carriers, and subscriber configurations. As a result, an employee may not receive their engagement survey via SMS as expected.
Note that we cannot guarantee SMS delivery for all survey participants. Some networks have implemented strong filtering measures that may block messages from Numeric Sender IDs, messages containing objectionable content, and messages with URLs. Additionally, certain carriers may block messages with identical content to a recent message.
If an employee does not receive their engagement survey via SMS, please contact Workday Support so that we can investigate the issue and, if necessary, resend the SMS. However, there are situations where the SMS delivery is beyond our control.
To ensure the best delivery rate for your engagement survey via SMS, always send a test survey to at least one employee in each country where employees will receive the overall engagement survey.
Uploading Phone Numbers
We recommend downloading the import template and referencing the phone number format present on the file. Make sure the column for phone numbers states
Phone
for the import to recognize it. Phone numbers need to include an area code. For the import to work, the phone number format must be text.If you add or edit the phone number during live rounds, employees who didn't already answer will receive the survey on SMS. It's the same survey link that they might already have from another survey channel.
Survey Sender
SMS messages are sent from a local phone number based on the carrier network and recipient's location. If your service doesn’t include a phone number for the recipient's country, we first try to use an SMS-enabled US number before selecting another number to deliver the message.
Notification Templates
- New survey:<Sender> would like your help to make <Company> the best workplace it can be by answering a few questions: <Individual survey link> To opt out of all SMS notifications, reply STOP
- Reminder:Please take a few minutes to answer a few questions and help us make <Company> the best workplace it can be: <Individual survey link> To opt out of all SMS notifications, reply STOP
- New kiosk survey:<Sender> would like your help to make <Company> the best workplace it can be. Just use your personal code <Code> to answer a few questions: <Kiosk survey link> To opt out of all SMS notifications, reply STOP
- Kiosk survey reminder:Answer a few questions using your personal code <Code> and help us make <Company> the best workplace it can be: <Kiosk survey link> To opt out of all SMS notifications, reply STOP