Case Study: CCHA achieves higher resident feedback rates and improved service delivery with Textlocal's IMIconnect SMS surveys

Improving service delivery with mobile messaging

CCHA, a UK public services provider, wanted to gather timely, accessible feedback from residents who had recently used their services and needed a logic-based survey that worked across all mobile devices without excluding users. Textlocal delivered the project using SMS surveys built on its IMIconnect cloud communications and automation platform to ensure broad accessibility and device-agnostic delivery.

Textlocal built a modular, logic-driven SMS workflow on IMIconnect that automated question branching based on prior answers, making surveys relevant and easy to complete. The approach drove well-above-average engagement, with response rates of 16.83%, 19.09% and 26.69% across three surveys, and CCHA plans to roll out further SMS feedback campaigns.

CCHA