Introduction

Researchers can now use multiple communication channels including push notifications, SMS, email, and automated phone calls to create escalating reminder workflows. Metricwire's implementation of SMS reminders also allows researchers to include a link to a web version of the survey in the message body. This means participants can complete their survey WITHOUT the app should they be away from their primary device. Multiple reminders using multiple modes of communication leads to more data captured per participant, taking your research budget further. On average, our partners who are using SMS for reminders, response confirmation and direct notifications are achieving compliance rates >95%. This is a direct result of having a means to reach offline participants via SMS and phone.

How The Feature Works

Step 1 - Adding Researcher Contact Info

Under Researcher Settings on the Study Settings page, add the contact details for the researcher. The phone number entered here is used to send the researcher a copy of the SMS when participants confirm their responses in addition to storing the responses in the participant activity table.

Screen Shot: Research Portal - Study Settings Page - Researcher Settings

Step 2 - Add SMS Confirmation to a Trigger

From within the Trigger Setting page, click the toggle to enable an SMS Response. You can enter a text description that will be presented to the participant in the mobile app.

Screen Shot: Research Portal - Trigger Settings - Enable SMS Confirmation

Step 3 - Adding Participant Phone Numbers

There is a new field in the Participant Activity Table for participant phone numbers. Participants must have a phone number associated with their account in order to receive an SMS. You can also add phone numbers when uploading a csv file of participants.

Screen Shot: Research Portal - Participant Activity Table - Phone Number

Step 4 - Adding Reminders

From the trigger settings page, click 'Add Reminders' to reveal the list of notification types

Screen Shot: Research Portal - Trigger Settings

Step 5 - Select Reminder Type

Click the Reminder Type drop down menu and select the type of reminder you wish to configure. There are four types of reminders: Push Notification, SMS, Email & Phone Call.

Screen Shot: Research Portal - Trigger Settings - Reminder Settings

Step 6 - Push Notification Reminder

The Push Notification reminder allows you to send a push notification to the participant from within the Metricwire mobile application. The Notification Title and Text and be customized using variables.

Screen Shot: Research Portal - Trigger Settings - Push Notification Reminder

Step 7 - SMS Reminder

The SMS reminder allows you to send an SMS to the participant's phone number listed in the Participant Activity table. The SMS Text can be customized using variables.

Screen Shot: Research Portal - Trigger Settings - SMS Reminder

Step 8 - Email Reminder

The Email reminder allows you to send an Email to the participant's email address listed in the Participant Activity table. Email reminders make use of Email Templates which can be configured at the workspace level.

Screen Shot: Research Portal - Trigger Settings - Email Reminder

Step 9 - Phone Call Reminder

The Phone Call reminder allows you to send an automated voice call to the particiapnt's phone number listed in the Participant Activity table. Whatever you type in the Robocall Message field is spoken by an automated attendant.

Screen Shot: Research Portal - Trigger Settings - Phone CallReminder

Step 10 - Reminder Stacking

Researchers can mix multiple reminder types to create escalating reminder schedules. Also, SMS and Email reminders can include a variable for the Metricwire Particiant Portal to allow participants to complete the survey without the mobile application in the event that they are away from their primary mobile device.

Screen Shot:

Use Cases

Multichannel Approach

Our users are combining Push Notifications and SMS reminders to create an 'escalating reminder schedules.' For example, remind the participant after 15 minutes using a Push Notification, 30 minutes later send an SMS, after one hour call the participant and finally, send an email with a link to the Web Portal if the participant does not answer.
More automation across multiple communication channels is leading to higher compliance rates while simultaneously reducing the workload on the researcher through automation.

A Better Offline Solution

Certain participant groups are more likely experience connectivity 'gaps' than others. SMS reminders allow researchers to reach participants irrespective of connectivity.
Users achieving compliance rates of 95% or more when using a multi communication channel approach. This is taking budgets further for users who are required to compensate participants regardless of their compliance rate.

Portal Links

The inclusion of a Web Portal link in the SMS message body allows participants to complete their responses through any web browser.
Having multiple opportunities to complete surveys leads to higher completion rates.