Case Study: DFS (UK sofa retailer) achieves 106% increase in survey completion rates with Textlocal SMS

DFS doubles survey completion rates by switching to SMS

DFS, one of the UK’s leading sofa and furniture specialists, faced low email open and survey completion rates after deliveries, plus a high number of undelivered emails due to incorrect contact details—forcing extra follow-ups that increased workload and costs. To address this, DFS partnered with Textlocal and moved survey delivery from email to Textlocal’s SMS messaging service, using the more reliable mobile numbers collected for delivery updates.

Using Textlocal SMS reduced undeliverable messages and enabled real-time delivery of feedback requests, producing a 45% increase in delivered messages, a 4.9% uplift in open rates and a 106% increase in survey completion rates—effectively doubling completions and cutting the need for costly follow-ups.

DFS