Explain the value first
Open with one short message saying what the participant will get and how often. People are more willing to answer questions when they know why they are being asked.
Ask for consent clearly
Ask for consent in plain language before collecting personal information, say how the data will be used, and link to the full privacy notice. Make opting out easy at any point, for example by replying STOP.
Ask fewer questions
Every question loses some participants. Collect only what the programme needs at registration and gather the rest later, once the participant is getting value.
Make answers easy to give
- Use buttons or lists where the channel supports them, and numbered options where it does not.
- Ask one thing per message.
- Accept common variations, such as "yes", "Yes" and "y".
Validate and recover gently
When an answer cannot be understood, repeat the question with an example rather than an error. After two or three attempts, offer a way forward, such as skipping or speaking to a person, instead of looping forever.
Offer language choice early
If the programme supports several languages, ask first and remember the answer. Test each language version with real speakers.
Plan for people who stop halfway
Decide what happens when a participant goes quiet. A single, well-timed reminder can help, but repeated nudges add cost and can feel intrusive. Track where people stop so you know which question to simplify.