Unstructured Supplementary Service Data surveys can collect a small number of structured questions without requiring a mobile-data session, but the channel has strict interaction and operating limits.
Use the method when the intended participants can access it and short menu choices can answer a real product decision. It is not suitable for every audience, sensitive disclosure or complex explanation.
Define the decision before choosing tactics
For Product, research, customer-experience and mobile-service teams, use this working scope: Ghana, subject to current provider and service requirements. Agree the result this work should change, the evidence available now and the constraint that would stop or narrow the plan.
A practical operating sequence
- Define the product decision and the minimum questions needed.
- Confirm provider, code, session, consent, cost and data-handling requirements.
- Write short, neutral options and clear timeout or error paths.
- Test on representative devices and networks with intended participants.
- Analyse completion and response coverage before acting on the result.
Measure the result, not just the activity
- Invitation, session start and completion by eligible group.
- Drop-off, timeout and invalid-response points.
- Coverage, non-response and decision outcome after the survey.
Guardrails and common failure points
- Do not collect sensitive or unnecessary personal information through a short menu.
- A response sample may not represent all customers.
- Plan accessible alternatives and support for participants who cannot complete the USSD flow.
Put the guidance into practice
Begin with the first step: Define the product decision and the minimum questions needed. Review invitation, session start and completion by eligible group before expanding the work.
If your team is deciding how to implement this work, review GWO SEVO’s Contact Centre and Customer Experience capability or Get an Assessment.