An increasing number of organizations are turning to SMS as their preferred polling channel given its high engagement potential and low-touch nature. SMS is a particularly important channel for organizations who wish to engage low-income communities in the US, as 84% of adults with an income lower than $30,000 own a cell phone - 81% of which send and receive text messages (Pew Research Center).
A Great Nonprofits initiative, Citizen Insight’s Street Chat uses TextIt’s flow engine to build dynamic, automated, conversational surveys that engage low-income communities via SMS, providing actionable feedback for policy makers and nonprofits. Specifically, Street Chat seeks to give the underserved a voice, allowing change-makers to stay informed, identify trends, improve participation and ultimately improve social programs. This was the first social-media survey evaluating health insurance in California.
Affordable Care Act Case Study
Street Chat’s inaugural study, conducted earlier this year by Stanford’s Social Psychological Answers to Real-World Questions (SPARQ) program in conjunction with Great Nonprofit’s Citizen Insights initiative, gave voice to low-income people of color who are impacted by the Affordable Care Act. The chat-based mobile survey, designed using TextIt, was completed by 824 participants in metropolitan areas around Los Angeles, San Francisco and San Jose, who comprise 90% of those engaged.
Results from those with insurance:
Access to care was not a barrier, with 86% of respondents saying it was "easy" or "very easy" to get an appointment
About 69% used their insurance to see a doctor
About three-fourths of respondents (77%) said insurance was affordable for them
93% said their co-pay charge was affordable
84% of respondents liked their provider
Results from those without insurance:
57% tried and failed to get health insurance
Another 28% were still waiting to hear about their insurance status
Of those uninsured respondents who applied online, 63% reported failure
87% of uninsured people who applied by phone reported failure
Nearly 100% of participants agreed to take future surveys, having the completed the survey within 2 hours of receiving the initial message.
Click here to learn about the study and get in touch with Citizen Insights.
Build Your Own
Click here to sign up for a free TextIt account to build and deploy your own chat-based mobile survey.