3 minute read
4 minute read
Why go to the effort and expense of investing in a customer feedback system? Does it make any difference to the bottom line? The answer should be ‘yes’. In fact, the link between feedback and financial performance should be established up-front, in order for an organisation to truly buy-into the customer feedback process.
4 minute read
The use of touch screens for feedback, often called kiosks, totems or terminals, is on the increase. Only 10 years ago people would gingerly touch the screen and wonder if it would actually work! Now we are seeing the ‘self-service kiosk’ being used constantly in many retail, health and commercial settings.
Here are 7 places that touchscreen feedback works well:
I remember the first survey I was asked to complete in the street. I can’t recall what the survey was about – I just remember that it was very long, some of the questions had to be repeated before I understood them and the next question often took no account of the previous answer given! An increasingly frustrating exercise for me and an increasingly awkward one for the person with the clipboard.
Do paper surveys still have a future in an age of online, SMS, tablet and kiosk based feedback solutions? The answer is a resounding ‘yes’.
Some surveys are brilliant, but not all surveys are effective. Some get overwhelming replies whilst others struggle to get one. Why? In our experience, the overall design of the survey plays a significant role.
Good survey design focuses on making it appealing to your audience to engage and this means thinking about more than just the questions you ask. And with so many different methods for running surveys, there are a few important things to think about and a few pitfalls to avoid.
We’re all so busy, rushing here and there, making decisions on the hoof and avoiding anything that might add to the stress.
Just to remind us fundamentally what feedback is, think about yourself stood in front of a mirror. You’re seeing yourself from the perspective of another person, and to quote an old saying you’re seeing yourself, ‘warts and all’. Your hair, makeup, clothes, shoes…all reflected back at you in order for you to make adjustments, changes and improvements.
It matters to us how we look – and it should equally matter to us all how our customers or users of our services view us!
Here are 6 reasons why feedback matters:
Do you struggle to get service feedback from your customers?
We know this can be frustrating. Afterall, you know your customers have an opinion. You know you are ready to listen. How can you make sure they give you the feedback you need?