Customer Service Interactive Kiosk with Video Link

Posted on January 26, 2022 by admin

Customer Service Interactive Kiosk with Video Link

Businesses in Dubai and all around the UAE are rapidly adopting to self-service solutions. The most effective and popular self-service solution is interactive kiosks. The interactive kiosks allow the customer to avail customer service from a remote location which enables them to access customer service 24/7 and the customers are also not require to schedule meetings, or wait in long queues to get the service. The self-service interactive kiosks are good for both the customers and the businesses. Businesses can reach out to the new areas and unexplored markets without bearing huge cost of opening up a regional office or a branch. In fact an interactive kiosk can offer most of the services that the business is offering at its customer service centers. Another great advantage is to provide a virtual service counters at the convenient locations so customers don’t have to travel much to reach to the service centers. That is the reason the self-service interactive kiosks gained huge popularity in a very short period of time.

Customer Service Interactive Kiosk with Video Link

One of the biggest advantage of self-service technologies and interactive kiosk is that the business doesn’t require to deploy human staff which save them a lot of resources and minimized its cost too. Since the users are allowed to interact with the business via a simple UI the customer experience is good. The interactive self-service kiosks can also be reprogrammed and re-purposed if needed. The 24/7 availability also allow to serve more customers. These benefits and several other perks are the main reason why businesses are rapidly adopting self-service interactive kiosks. When it comes to the customer service the main objective is to enhance customer experience and ensure maximum customer satisfaction.

Why Interactive Kiosk are good for Customer Service

The top priority of a customer service is to achieve the ultimate customer satisfaction. For that every business have to understand what customers are expecting from them and what problem they might be facing, this information could help overcome almost all customer service challenges. Here in Dubai and all around the UAE the overall market competition is high and the customers are also well aware of the fact and they don’t even give it a second thought before they decide to switch the service provider. That is why businesses are investing huge resources to improve their customer service and customer experience. Using interactive self-service kiosks for customer service is not a new thing, businesses are using interactive kiosks and other self-service technologies to deliver customer service. However, the interactive kiosks are considered to be one of the best self-service method for customer services.

Why Interactive Kiosk are good for Customer Service

The interactive kiosks are usually installed on the convenient location which are in easy reach for the customers. In addition to that the interactive kiosks can completely deliver the service as per the customer service office with ability to integrate several hardware and software features which are not possible with other self-service channels. Some businesses also place interactive kiosks at their customer service centers to reduce the work load of the customer service staff and to boost the efficiency of the branch. In general people living in UAE are very familiar with self-service experiences. So a huge number of visitors also prefer to use an interactive kiosk instead of waiting in long queues for the customer service. Another most compelling reason is that there is no timing restriction and the availability and reach of the customer service via interactive kiosk is unmatched. That is why interactive kiosks are important for business to maximize their customer’s experience for their customer service needs.

How a Video Link can Enhance Customer Service Experience at Interactive Kiosk?

Despite all those benefits a self-service channel for customer service lacks one basic key component of traditional customer service experience, which is human touch. For any interactive self-service kiosk there is no staff deployed and the users can’t always access to the support teams either. This sometime could left users in confusion and sometimes the users won’t be able to avail the service without the help. The interactive kiosk is a digital channel so it offers an interactive UI (user interface) to interact with business and various business processes are automated and digitalized to enable the self-service feature which can cause confusion and misunderstandings. Sometimes some error may disrupt the user experience and left them in middle of a transaction or task. All such problems are faced with almost all self-service digital channels. That is why if a video link is been added to the kiosk which allow the users to get in touch with the staff could solve all those problems.

How a Video Link can Enhance Customer Service Experience at Interactive Kiosk?

A staff member can handle up to 12 kiosks from a remote location as per the difficulty and complexity of the customer service. The customer support staff can help users to perform certain tasks and aid them through the process of availing any customer service on a live video call. On top of that it also fill the gap of ‘human touch’ between the self-service interactive kiosks and traditional customer service delivery process. That is why a video link can significantly enhance the customer experience and ensure a great customer journey and satisfactory service deliver. The businesses can confidently install customer service interactive kiosks to expand their areas of operation and without worrying to compromise customer experience or any such problem. That is why a video link based integrated support in a customer service interactive kiosk made it a perfect alternate to the customer service centers and offices.

How Customer Service Interactive Kiosk with Video Link Works?

A video link makes an interactive kiosk a complete package for customer service. It covers the most felt gap between the virtual customer service and traditional customer service which is the lack of human touch. However, from the operation or technical stand point the customer service interactive kiosks with or without video link are almost the same. Physically there is not much difference, the camera, microphone and headphone/in-built speakers doesn’t change the appearance. The video is played on the existing screen of the kiosk. From software point of view the UI remains almost the same with a new button added to contact support staff. However the software of the kiosk got a lots of changes in it. A new admin dashboard for the support staff has be to build, which allows them to take calls and help users in real-time. The agent dashboard also allow them to access to the numerous information along with the ability to push instructions on the interactive kiosk screen. The agents can also complete the service delivery if a customer stuck in the middle of a transaction.

Read More: The Ultimate Guide to Execute a Customer Feedback Campaign

How Customer Service Interactive Kiosk with Video Link Works?

Application of Customer Service Interactive Kiosk with Video Link

The human interaction is great for building a good relationship with the customers. For some industries the human interaction might not be as important but usually most of the customer prefer human interaction. The main factors that most customer prefer interactive kiosk is for the easy access and no waiting time or queues. However, the human interaction remain superior. Here are some industry sectors which can utilize the video link to boost the customer experience at their interactive kiosks:

Customer Service Interactive Kiosk with Video Link for Banks

Banks all over the world are adopting to video link enabled interactive kiosks to improve their customer service. Banking sector had one of the busiest customer service department. Many customer visit banks and the daily foot fall is also high comparing to other industries. The customer service interactive kiosk with video link can not only help banks to balance the work load of their customer service staff but it would also help them to ensure equally satisfying customer experience via the self-service kiosks. A bank can offer traditional services such as making transitions, printing statements, updating documents and information via interactive self-service kiosk. A video link will help them enhance the user experience so the customer can avail help at any time during their interaction to perform required tasks and on top of that the customers can also get quick consultation form the staff even if they are using a self-service interactive kiosk at a remote location. The video link allow the banks to work efficiently and provide all their service to the customer via a virtual or remote mode customer service.

Customer Service Interactive Kiosk with Video Link for Banks

Customer Service Interactive Kiosk with Video Link for Airports

In the airports the customer service interactive kiosks and other self-service kiosks are very common. Especially the world’s top rated airports such as Dubai International Airport (DXB), Abu Dhabi International Airport (AUH) or Sharjah International Airport (SHJ) or any other international airport around the world the customer journey and customer experience have been transformed with the help of digital solutions and services. The most common services that people use at the airports are related to the information and self-service check-ins or boarding. For both of them the video link can significantly improve the customer experience. While using the customer service via an interactive kiosk a customer need additional information or couldn’t find the relevant information they can immediately access to a customer service agent with just a single tap at the screen. The customer agent can have a video call with them to explain them everything, provide them with updated information and help them through the self-service process as well. The agent can ensure the customer satisfaction and can provide them additional information which are not available on the official catalogues or guidelines.

Customer Service Interactive Kiosk with Video Link for Airports

Customer Service Interactive Kiosk with Video Link for Healthcare Facilities

The telehealth is not a new concept, however when a customer service kiosk is equipped with the video link facility it could literally transform the remote healthcare services. The hospitals, clinics and healthcare facilities can use customer service kiosks to promote their healthcare services, free consultation or it can also be used to help the patients at remote locations such as in country side, remote areas, or remote project sites and such places where reaching to a medical facility is difficult. The healthcare sector can also use customer service interactive kiosks in their stores, pharmacies, small branches to help patient with non-urgent symptoms or regular consultations. The customer service interactive kiosks for the healthcare can be further customized to add basic features to diagnose non-urgent symptoms such as body temperature sensors, heart rate and blood pressure monitors, oximeters, etc. This could be very helpful for the patient to get immediate help and consultation.

Customer Service Interactive Kiosk with Video Link for Healthcare Facilities

Customer Service Interactive Kiosk with Video Link for Educational Institutions

For any school, collage, university campus or educational institution the most common challenges are to make access easier for the help desk, wayfinding services, and basic student admission services. The customer service interactive kiosk can help with all of them. When a video link is added the students can easily contact relevant university staff to immediately resolve their problems. The biggest problem that students face is that they have class timings and if they have to visit the relevant office they have to physically go there, which usually is usually crowded. The students have to wait in long queues and the chances are their next lecture or class time won’t allow them to wait for too long. However, with the help of customer service interactive kiosk with video link the students can perform basic tasks such as admission, documents printing, scanning and copying through the kiosk itself. The video link can provide them a quick access to the staff from anywhere from the campus without waiting time in going to the office or waiting in the long queues.

Read More: Benefits of Airport Kiosks in 2022

Customer Service Interactive Kiosk with Video Link for Educational Institutions

Customer Service Interactive Kiosk with Video Link for Telecommunication

The telecommunication service providers are always seeking ways to improve their service quality and customer satisfaction. A customer service interactive kiosk with video link could be a great tool to maximize the branch performance and it can also be deployed at locations where the branches are on distance. The customers can perform all basic tasks such as updating documents, availing services and even issuing new SIM cards as well. The customer can make payments and pay their bills from the kiosk within minutes. In case if a customer have a complaint or need help they can simply use the video link to get connected with the telecommunication customer service staff. The staff can help them through video call and can also push information or give commands to the kiosk to perform certain transactions. Moreover for the telecommunication companies they can use remote staff to assist the customers 24/7 which is also very cost effective and it also improve customer experience and customer satisfaction.

Read More: Top 10 Self-Service Technologies for Business in UAE

Customer Service Interactive Kiosk with Video Link for Telecommunication

Conclusion

The interactive self-service kiosks are used by the customer service department across many industries. Business are transforming customer experience and customer journey with the customer service interactive kiosks. These kiosks can scan documents, take prints, accept cash, take digital payments and can perform a variety of different functions on an automated self-service model. However, the only thing that these kiosks lack is a human interaction. Businesses need human interaction to improve customer happiness and to ensure ultimate customer satisfaction. A customer service interactive kiosk with video link can fix this. It enables businesses to provide their services remotely and if a human interaction is required that can be done via live video link functionality. The business can deploy very less staff to attend several kiosk via video link which is also very cost effective and which improves customer experience as well. RSI Concepts is a leading interactive kiosk providers, socialized in customized and tailor-made customer satisfaction solutions. If you want to learn more about the topic or if you have an enquiry please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: 8 Proven Practices for Successful Customer Feedback Management

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8 Proven Practices for Successful Customer Feedback Management

Posted on January 18, 2022 by admin

8 Proven Practices for Successful Customer Feedback Management

The customer feedback is one of the most valuable asset for any business. It is extremely important for a business to understand what customers are liking and what they are not liking or what is working for them or what is not working. Especially businesses who are operating in Dubai or anywhere in the UAE, the market is very competitive and the customer’s expectations and market trends are ever-changing. The customer feedback data not only provides a deeper insight to the customers’ minds but it also help businesses to identify the areas of improvement and help them in assessing their strategies and business processes.

For every customer-centric business the customer satisfaction is their top priority. The customer satisfaction and customer happiness lead to customer loyalty. A loyal customer stays with the businesses, keep on purchasing from the businesses, help promoting and building a good brand image and a loyal customer is nine to twelve time less-expensive to sell to than acquiring a new sale.

See Also: Why Your Business Needs a Customer Feedback System?

8 Proven Practices for Successful Customer Feedback Management

The customer feedback is collected through multiple channels and the results are of several different types and categories. Each customer feedback campaign could be different from the other. This makes it very complex to consolidate all the data coming from different customer feedback collection channels. That is why the customer feedback management is very difficult and critical. The customer feedback management enables a businesses to compile all different types and sources of customer feedback data into a single actionable report or format.

A modern digital customer feedback system help businesses dealing with many challenges. The customer feedback management enable a business to streamline their efforts and strategies according to the customer feedback to ensure maximum improvement in all relevant aspects of the customer journey and other related business processes. That is why in this blog we will discuss proven practices for successful customer feedback management:

1. Set Goals and Objectives

For any digital campaign or any other strategic move the business must set goals and objectives. For customer feedback campaign setting up goals and defining objectives is crucial. Without clear goals and objectives you will end up getting scattered data, it will be difficult to comb through different types and sources of the customer feedback data to understand patterns. That is why it is crucial to set up goals, such as understanding the customer journey, their experience with sales or support team, or for product development, etc. That is how the customer feedback campaign should be planned.

Once clear goals are set and campaign objectives are defined, the business can chose appropriate customer feedback survey types and channels to collect the required feedback data. This will improve the data accuracy and the quality. The customer feedback collection campaign cost both human resource and money and setting up realistic goals and clear objectives can save a lot of resources as well. This is where a digital customer feedback system steps in, it facilitate businesses implementing best practices for customer feedback data collection and analysis.

Set Goals and Objectives

2. Setup a Customer Feedback Campaign and Surveys

Once the campaign goals and objectives are set, it is a lot easier to setup a customer feedback campaign. There are tons of tools available in the market. It is better to use a well-reputed customer feedback system such as RSI Customer Feedback System. The customer feedback system will allow you to automate several tasks and will help collecting data in simpler formats. Leveraging customer feedback system for business growth can be a game changer in rapidly evolving and dynamic markets such as in Dubai, Sharjah, Abu Dhabi and broader UAE.

The customer feedback systems also have in-built analytical and statistical tools that enable businesses to compile various report formats and even allow them to link the customer feedback data to other systems such as CRM, ERP or central information center of the organization. On top of that a standard customer feedback system also allow multiple channels to conduct surveys and collect customer feedback and compile them all in customized reporting formats.

Setup a Customer Feedback Campaign and Surveys

There are several customer feedback collection surveys and data types however, following are the most commonly used customer feedback types:

2.1. NPS Score or Net Promoter Score

The NPS Score (Net Promoter Score) is considered to be the overall ranking or rating of the customer satisfaction. Businesses use this customer feedback type all the time to collect feedback data from large group of targeted audience. Mainly the NPS Score is collected after the sale/service or interaction. The NPS Score is also collected on monthly, quarterly and annual bases. The NPS Score customer feedback survey have a basic questions like the following:

  • Please rate on the scale of 1 to 10, how likely are you recommend us to your friends, family or coworkers?

The data collected is in the range of 0 to 10 and segregated in three sets. The response from 0 to 6 never recommend, the 7 to 8 rarely recommend and the 9 to 10 are most likely to recommend.

NPS Score or Net Promoter Score

2.2. CES Score or Customer Effort Score

The customer effort score or CES Score is a very crucial piece of information. It provide precise understanding of the difficulties and problems your customers are facing during their customer journey. The data that is collected from CES Score surveys will provide you the deeper and most accurate understanding of the factors that are impacting your customer happiness and customer satisfaction. The questions are usually pointed towards a particular aspect or step of the customer journey. For example:

  • How easy or difficult it was to make the payment from our self-service POS kiosk?
  • How easy or difficult it was to get the solution of your problem [problem name or type]?

The data collected is well organized and can be very helpful in prioritizing the plan of action for future. It is very important to understand what to collect and when with your customer feedback system. Usually the answers are taken in the range from 1 to 7 where 1 to 3 is considered negative, the 4 is neutral and the 5 to 7 is taken as a positive feedback. Some modern customer feedback systems also allow collecting the data in the range of 1 to 5 where 1 to 3 is taken as negative and 4 to 5 are taken as positive customer feedbacks. However, for better accuracy the recommended range is 1 to 7.

CES Score or Customer Effort Score

2.3. CSAT Score or Customer Satisfaction Score

The customer satisfaction score or CSAT Score is a general satisfaction survey, it asks about a particular topic instead of the overall service or experience. The purpose of CSAT Score is to highlight the areas of improvement and to understand customers’ liking and disliking. Usually only a single question is asked but businesses can also add a follow up question or conditional question to cover more topics in a single survey. Here is a CSAT score’s question format:

  • How satisfied are you with the new feature that we added in our product/service?

The answer is usually a smiley scale or happiness meter. General 5 star rating can be used, but happiness meter perform well in most of the cases. The answers’ value 4 and 5 or corresponding smiley emoticon is taken as positive and the remaining are taken as negative feedback. Upon a negative feedback the customers can be asked to provide additional details or suggestion or comment via a plain text box. A customized customer feedback system help you personalize the surveys as per your needs and goals.

CSAT Score or Customer Satisfaction Score

2.4. Customized Surveys or Long Surveys

The customized customer feedback surveys are usually longer than other surveys or polls and contain at least 6 to 10 questions. The businesses can add more questions as well depending upon the need of the data. These surveys are designed to cover a variety of different topics and different aspects of the customer journey and help businesses make enhancements  in customer experience based on their feedback. There are several different types of questions, such as multiple choice, single answer, rating scales, conditional logics, follow up questions, etc. These surveys are designed to extract very detailed data from the customers and the data analysis is also very complex.

For each question the businesses can establish a rating mechanisms as per the above mentioned types to segregate different feedbacks to quantify the results. Sometimes the results are not quantifiable, as there could be customized answers as well as textual feedback which requires manual analysis. These surveys used to get very precise data on certain subjects and can provide extremely valuable data which can be used to make improvements and to set future strategies.

Customized Surveys or Long Surveys

3. Run Customer Feedback Campaigns across Multiple Channels

The success of any customer feedback campaign depends on the data quantity and quality. For that it is extremely important to use appropriate channel. For example if you are collecting customer feedback data and want to know about the performance of your sales staff then a touch screen or small tablet can be placed on the service counters where the customers can instantly provide their feedback.

Another example is for post-sale customer feedback, such as if the business is collecting customer feedback about the quality or the product or service after the sale, the best way is to send them email or SMS and ask them for the feedback via online customer feedback survey.

These all are different mediums or channels to conduct customer feedback surveys. Businesses should build their customer feedback strategy wisely to leverage these channels for growth and competitive advantage. The high internet penetration and higher usage of smartphone in UAE makes online surveys ideal to collect customer feedback data. Moreover businesses can use smartphone apps, online web-portals, corporate websites, social media platforms and other digital channels to run customer feedback campaigns.

Run Customer Feedback Campaigns across Multiple Channels

4. Analyze and Categorize Customer Feedback Data

The data analysis, categorization and reporting is the crucial part of customer feedback management. There is no use of any customer feedback campaign if the data you have collected is not usable. The purpose of the customer feedback campaign is not only to show you customers that you value them and care about their opinion but the actual purpose of collecting customer feedback data is to compile it into actionable reports which can help the management to make informed decisions and setup future policies and build new strategies to improve customer relationship, product/service quality and to ensure long term growth by increasing customer loyalty and customer retention.

These days it is very easy to analyze the customer feedback data. The modern customer feedback system offer integration with various channels and systems which enable businesses to easily map and synchronize data as per their need and convenience.

Analyze and Categorize Customer Feedback Data

The in-built analysis tools make analysis simpler and also help detecting patterns and trends. Here are a few example of the data categories that can be used to evaluate different aspects of the customer journey and customer interactions:

  • Pre-sale Interaction: This data is collected by asking customers questions about the information or communication done prior to their conversion or during their pre-sale interaction with the business and its respective channels/staff.
  • Customer Experience and Post-Sale Feedback: This data is usually about the customer experience about the product/service, staff or any other aspect of the customer journey such as general satisfaction and customer effort score.
  • Customer Support Feedback: The customer support is considered to be the biggest differentiator in 2021 and 2022. Especially for the service based industries. There is no set standard or rule for the customer support, it is all about making continuous improvements and learning from the experience of the customers and the staff.
  • Technical Feedback: The technical feedback is basically about the product development. It is mainly related to the features of the products and services. This data is very helpful in new product development and also provide insight of the ongoing market trends and customer’s expectations.
  • Important Patterns and Trends: This is a kind of generic feedback, the data could be coming from several different sources/channels and also from multiple campaigns and surveys. The data is used to identify patterns and trends and is very helpful for future strategy building and new product development.
  • General Feedback and Suggestions: These are the suggestion that customer provide mostly by comments and textual feedbacks and also by contacting directly to the businesses without asking them for the feedback. Most of the times the general suggestions are irrelevant but sometimes these suggestion can also indicate certain trends and patterns which are important.
  • Low Priority Feedback: Mostly the customers who provide neutral answers or the inconclusive data which can impact the overall results should be discarded or marked as low priority feedback data. Such data is usually not included in the analysis as it can reduce the overall accuracy of the reports and results.

Analyze and Categorize Customer Feedback Data

These are some of the most commonly used data categories. Obviously the businesses can also establish their own mechanisms to ensure the highest levels of data accuracy. But if the customer feedback data is categorized in the above mentioned categories, high quality and high accuracy of the reports and results can be achieved.

5. Distribute Customer Feedback Data

The primary role of a customer feedback system is to help businesses retaining their hard-earned customers. For a successful customer feedback management the customer feedback data should be categorized and distributed among the relevant departments, managers and teams. For example, if there is a technical feature of a product that customers are highlighting then it should be shared with the design and production team.

If the customers are complaining about the customer service, then that data should be shared with the customer service department and so on and so forth. It is extremely important that the customer feedback data is shared with the relevant department and personals. Only then the business would be able to take actions and make changes to fix any problem.

Distribute Customer Feedback Data

 

6. Take Actions and Close Feedback Loop

While taking actions or making changes several factors should be considered such as the financial aspects of the action, the urgency or importance of the actions and its effects on everything that is related to it. For example, if there is a technical defect or malfunction in a product and the customer are reporting it, then it should be fixed on the urgent bases and should be marked as of the highest priority. It is important to understand and evaluate the effects of the action, so feedback and consultation should be done from all relevant departments, managers and experts before taking any action.

Once actions are taken the business should inform its customers about them. This will give them a sense of importance and they will think that the business value their opinion and them as well. It improves customer relationship and increase customer loyalty as well. Informing customers about the actions taken on their feedback is called closing the feedback loop. A closed-loop customer feedback system is a great practice and it also help building a good brand image and reputation.

Take Actions and Close Feedback Loop

7. Analyze Customer Feedback System Stats to Improve Feedback Data

All modern customer feedback systems comes with in-built tools and system usage trackers. Such data is very helpful in improving the outcome of the customer feedback campaign. For example, there could be certain feedback channels that have higher conversion rate, there could be certain time and demographics which are producing more feedbacks. These statistics will help boosting the outcome of the customer feedback campaign.

Similarly the data quality can be analyzed, certain channels will produce high quality customer feedback data and some might not produce as that accurate data. These all things should be considered to schedule and run customer feedback campaigns to ensure maximum response rate with highest customer feedback data quality. These will help improving the customer feedback campaign and will also be very helpful in understanding certain patterns and trends.

Analyze Customer Feedback System Stats to Improve Feedback Data

8. Build Future Strategies and Innovate Ideas

Every customer have their own way of viewing things, hence everyone’s customer journey and experience is unique and so does their feedback. The customer feedback and their suggestions can be very helpful for brainstorming and businesses can innovate new ideas that can help them to improve their business processes, products/services, communications and much more. The businesses can completely transform their customer journey on the bases of the customer feedback data.

This will help businesses to build a customer-centric culture and make them more customer friendly. The customer feedback data also highlights the areas of improvements and provide a deeper understanding to customers’ needs, expectations and market trends. On the bases of that information business can setup their future strategies and make plans to be more customer centric and customer friendly.

See Also: Top 10 Self-Service Technologies for Business in UAE

Build Future Strategies and Innovate Ideas

Conclusion

The customer feedback management is not an easy feat unless you follow a plan and take certain precautions. The customer feedback management starts even before you start collecting customer feedback data. It starts with making a plan, setting up goals and defining objectives of the customer feedback campaign. The rest is dictated by the goals and objectives of the campaign. It is important to use suitable customer feedback channels and run customer feedback campaigns across multiple platforms. In this blog we have covered all important key point of customer feedback management starting from setting up goals till the analysis of the feedback data and taking actions.

If you will follow these steps you will surely be successful in your customer feedback campaigns. The key is to use an appropriate customer feedback collection tool which can help you manage the feedback more effectively. If you want to learn more about the subject or want to enquire about RSI Customer Feedback System please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

See Also: The Ultimate Guide to Execute a Customer Feedback Campaign

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The Ultimate Guide to Execute a Customer Feedback Campaign

Posted on January 7, 2022 by admin

The Ultimate Guide to Execute a Customer Feedback Campaign

This blog is an ultimate guide on how to plan and execute your customer feedback campaigns. Businesses who are operating in Dubai or anywhere else in the UAE are well aware of the ever changing demands of their customers and the high competitive dynamics of the market. It is extremely important for businesses to maintain the highest level of customer satisfaction and happiness. Businesses do invest a lot in customer satisfaction solutions, customer service and customer relationship management tools in order to improve customer happiness and customer satisfaction.

The happy and satisfied customers are crucial for a long term success and higher profitability. The studies have showed that it is almost 9 to 12 times expensive to acquire a new customer comparing to selling to an existing one. That could make a huge difference. In order to satisfy the customers a businesses must have to fulfill their needs, desires and expectations.

See Also: Overcoming Challenges in Customer Feedback Collection and Management

The Ultimate Guide to Execute a Customer Feedback Campaign

It is wise to ask them directly about what they want, how they see you as a brand and what kind of opinion they have about your business, products/services, employees and all other touch points in the customer journey. The direct customer feedback can provide extremely accurate data and very in-depth insight to their mind and their opinion about the brand and all other relevant aspects.

This will enable the businesses to lay down polices, make adjustments, plan for improvements and invest resources wisely to improve both the efficiency of the business as well as the customer satisfaction. Which is a guarantee to a long term success and growth. In this blog we will discuss how any business can and should plan and execute their customer feedback campaigns.

Set Goals for the Customer Feedback Campaign

For any reasonable customer feedback campaign the goals should be set realistically. If a business knows what its customers want and what its strength and weaknesses are, they are already way ahead of most of the competition. For any customer feedback campaign there should be a goal in mind. The customer feedback campaigns will provide data which will help businesses to understand a particular aspect of the customer interaction and customer journey. For example if a campaign is set to evaluate the behavior of the customer support staff, then the goal is to understand the work quality and work efficiency of the respective team.

If the business is conducting a survey about the quality or features of the product then the goal should be to evaluate that particular product only. The customer feedback campaigns cost both efforts and money, it is important that the goals of the customer feedback campaign aligns with the goal of the business. The goals should be clear, attainable and the information you are intended to collect should return actionable data.

See Also: 11 Customer Feedback Examples for Business Success

Set Goals for the Customer Feedback Campaign

While setting up goals for the campaign it is important to analyze all the challenges you are facing and then prioritize them in an order according to their effects on the growth and sales. For example if your business is facing higher customer churn rate or if your business is facing issues with the customer support team then the goals should be set to reduce the customer churn rate by 3% to 5% per quarter and improving customer support team efficiency by 10% by the end of the year and so on.

Such goals are attainable and realistic, when businesses set goals as per the challenges they are facing they can collect precise data just to evaluate the relevant aspects of the problem. This will help them identifying the areas of improvement and they can take steps and make strategies to prevent such problems in future.

Plan Resources for the Customer Feedback Campaign

As the popular saying goes ‘by failing to plan you are planning to fail’. That is so true in every aspect of our life. We have witnessed in Dubai and all around UAE when businesses failed either they don’t have a proper plan or strategy or their goals are unrealistic. We have already discussed how a business should set their goals for the customer feedback campaigns, let us talk about planning resources for the same campaigns.

No matter how big or small a business is the person who is responsible for the customer feedback campaign always have limited resources and/or limited authority within the organization. In order to make the customer feedback campaign successful it is extremely crucial to utilize the limited resources intelligently and to have a plan of action in place before you execute the campaign.

See Also: The Impact of Real-Time Feedback on Customer Experience

Plan Resources for the Customer Feedback Campaign

For example, which channels would be used and what type of data will be collected, how it will be analyzed and to whom it would be shared with, these all things have to be planed before initiating any customer feedback campaign. It is extremely important that the right person receives the right data so that they can put it in use while making changes or doing upgrades to achieve the goals.

Design a Customer Feedback Campaign and Surveys

Now that all the challenges have been identified, resources have been estimated, it is time to design an actual customer feedback campaign and a survey. A campaign could have various different customer feedback surveys, and in some cases a customer feedback campaign have only one customer feedback survey. Different goals required different set of information, sometimes a business have to conduct multiple customer feedback surveys to collect the desired data.

It is important that all the data that is being collected is sufficient and also provide the required information with maximum level of accuracy and quality. Most of the time when businesses execute a customer feedback campaign they end up with a tons of data, that is neither organized nor useable to compile reports. This is important too, as if the data that is being collected is not well organized, then it would be quite challenging to extract the required information for each stakeholder.

See Also: The Role of Customer Feedback in Personalizing User Experience

Design a Customer Feedback Campaign and Surveys

Here are some of the most commonly used customer feedback types which can help you collect required information in a very well-organized form:

  • NPS Survey (Net Promoter Score)
  • CSAT Score (Customer Satisfaction Survey)
  • CES Survey (Customer Effort Score)
  • General Rating Survey
  • Customized Survey

1. NPS Survey (Net Promoter Score)

The NPS or Net Promoter Score is a very simple and straightforward customer feedback survey type. Whether businesses need to collect a huge amount of data or whether the customer feedback is supposed to be collected from a handful of customers the NPS Score is a great measure of the overall performance of the entire business or its branch. The NPS Score survey questions are asking the customer for their overall satisfaction with the brand or its products or it could be the customer service.

  • How likely are you to recommend our brand/products or services to your family, friend or coworker? Please rate on the scale of 0 to 10

The NPS score is measured usually as a rating from 0 to 10, where 0 to 6 are the detractor, who never recommend, 7 to 8 are passive, there are very less chances that they will recommend and 9 to 10 are actual promoter who are most likely to recommend. That is how the NPS Score customer feedback campaign’s results are calculated.

See Also: The Role of Customer Feedback Systems in Improving Business Performance

NPS Survey (Net Promoter Score)

2. CSAT Score (Customer Satisfaction Survey)

The CSAT Score is a general satisfaction customer feedback data type. It is usually a general question asking customer about their experience, interaction or satisfaction. The best practice is to use only a single question, but sometimes a follow up question can also be added. For a negative customer feedback businesses can also ask for their comments or suggestion in a plain box.

  • How was your today’s interaction with our staff?
  • How happy or unhappy you are with our today’s service?

The answer is usually a rating scale from 1 to 5. Where only 4 and 5 are considered as a positive rating and the remaining are taken as a negative rating. The number of responses with a 4 and 5 rating (satisfied) are divided by the total number of responses and then multiplied by the 100 will give you the CSAT Score.

See Also: 8 Proven Practices for Successful Customer Feedback Management

CSAT Score (Customer Satisfaction Survey)

3. CES Survey (Customer Effort Score)

The CES Survey or Customer Effort Score is a very important type of customer feedback data. It is a measurement or evaluation of the problems or the level of difficulty that customer had to face during any particular interaction. This help businesses to evaluate various business processes which are impacting customer experience and customer happiness.

  • How easy of difficult it was to get the [service name] service?

The CES Survey results could be different in different regions and the business industry could also impact the results. The calculation is simple, but there are two standards. One is simple which a rating scale from 1 to 7 is and the other is a bit more complex with a rating gauge from 1 to 5. The first one is considered a bit more precise where answer ranging from 1 to 3 is taken as negative, the 4 is discarded, and the answer 5 to 7 is taken as a positive feedback.

In the second standard or also known as CES 2.0 the answer with 1 to 3 is negative and the answer with 4 and 5 is considered a positive response. The calculation is same for both which is the total sum of all the responses divided by the total number of feedbacks/responses.

See Also: Your Guide to an Effective Customer Feedback System

CES Survey (Customer Effort Score)

4. General Rating Surveys

The general rating survey questions are simple rating questions asking customer to share their opinion about a particular aspect of the customer journey or the features of the products or services and the general rating survey questions can also be used to evaluate the employee performance.

  • How would you like to rate the new [feature name] feature which is absolutely free?
  • Today you met [employee name], how would you like to rate him/her?

Basically the general rating is a traditional 5 star rating or a customized rating scale with value 1 to 5 where 1 is poor and the 5 means excellent. The calculation is different for different types of questions, however usually it is the total sum of the ratings divided by the total number of the options, in case of 5 star rating that number would be 5 and in case of 3 star rating that number would be 3.

See Also: Best Practices for Collecting and Analyzing Customer Feedback

General Rating Surveys

5. Customized Survey

The customized surveys are usually a long customer feedback survey with multiple questions. The surveys are designed on the bases of requirement and the questions are set to improve the quality of the customer feedback data and to produce quantifiable results. However, in customized customer feedback surveys there are always two types of results some of them are quantifiable and the others are not. Businesses often use conditional logics, both close ended and open ended questions along with facility to allow the customers to input their remarks as a plain text.

Hence the results produced from such surveys require in-depth analysis to produce actionable reports. The data is usually analyzed by nominal, ordinal, ratio and interval scales. In addition to that the results should be analyzed manually in order to produce quantifiable reports.

See Also: Utilizing Customer Feedback for Competitive Advantage

Customized Survey

The above mentioned customer feedback survey types are most widely used by businesses all over the world. The customer centric businesses in Dubai and in other emirates of UAE are also following the above mentioned customer feedback campaign types to achieve desired goals. Once the customer feedback survey is designed as per the goals of the campaign, the next step is to reach out to your audience.

Read More: Top 10 Self-Service Technologies for Business in UAE

Chose Right Channels for Your Customer Feedback Campaign

Selecting a right channel is the most crucial part for any customer feedback campaign. The important thing here is to understand that the primary aim of any customer feedback campaign is to get enough response which can assure the quality of the data. Obviously not everyone is inclined to take time to share their opinion, so the aim is to get as many responses as possible. For that it is very important that you are using right platform to communicate with your customers.

The first step is to decide how many feedbacks are needed. For example for a product [XYZ] the total number of customers are 100 and you are aiming to ask 500 people about that product than the results would be not so accurate. It also depends on the type of the survey, for some surveys you might want to reach out to all of your customers or even non-customers too. Just make sure that the quantity you are getting is enough to determine the quality as well.

See Also: Integrating AI in Customer Feedback System

Chose Right Channels for Your Customer Feedback Campaign

There are multiple channels to reach out to your customers for example, Emails, SMS, Mobile Apps, in-premises touch screens/tablets, web portals, calls, and one to one discussions or manual feedback collection. Let us take the example of the email surveys. For example your last email survey’s response rate was 20% and your sample size is 80, it means you think that if you got response from 80 customers your will be able to accurately evaluate whatever you want to evaluate.

That mean your will have to survey 400 people or its better to keep this figure a little bit higher. In case if it is your first time for conducting customer feedback survey through emails then keep the same calculation and assume the response rate as 20%. Although 20% might not sound too good, but it is sufficient. Similarly the same calculation can be done for the other channels.

See Also: Leveraging Customer Feedback System for Business Growth

Chose Right Channels for Your Customer Feedback Campaign

It is better to use a single channel at first then utilize multiple channels. Same customer feedback data can be collected from multiple platforms. Although the accuracy and the response rate would be different but the data can be collected. In such scenarios it is better to analyze the results of each channel separately and then merge them in the final report.

Here are popular customer feedback types with their suitable channels:

  1. NPS Score: In-Premises Touch Screens, Emails, Websites, Mobile Apps, SMS
  2. CSAT Score: In-Premises Touch Screens, Emails, Calls, Mobile Apps, SMS
  3. CES Survey: In-Premises Touch Screens, Websites, Mobile Apps, SMS
  4. General Rating Survey: In-Premises Touch Screens, Emails, Websites, Mobile Apps, SMS, Social Media Platforms
  5. Customized Survey: Emails, Websites, Mobile Apps, SMS

See Also: What is Multichannel Customer Feedback and Why it is so Important?

Close the Loop (Closed Loop Customer Feedback Campaign)

The closed look customer feedback campaign is the most reliable and fruitful customer feedback campaign. It not only generate actionable data to aspire actions but it also require the businesses to communicate those actions with their customers. Which is very helpful in improving business customer relationship and trust. The customer feedback loop is not a single process but it is multi-stepped operation which involves following steps:

  • Customer Feedback Collection via Various Survey Channels
  • Analyze Customer Feedback Data and Quantify Reports
  • Share Relevant Customer Feedback Data/Reports with the Concerned Persons/Departments
  • Take Actions and Build Strategy
  • Communicate your Actions with your Customers

When a customer is taking time to attempt a customer feedback survey or sharing their opinion via on-premises touch screen, they are expecting some response from the business too. A thank you message might not suffice in the case of negative feedbacks. So, it is important that a business inform all its customers about the action that have been taken in response to the feedback their customers have submitted. This improve business customer relationships, give them a sense of empowerment, and they feel more connected to the brand. That is why it is important to close the customer feedback loop.

See Also: Why Customer Feedback Loop is Important?

Close the Loop (Closed Loop Customer Feedback Campaign)

Conclusion

The customer feedback data is very crucial and it can provide a deep insight to the customers’ minds. The customer feedback data can tell businesses about their customers’ needs, expectations, problems, thoughts, suggestions and opinions. It is extremely important to execute a customer feedback campaign properly to ensure a positive outcome. There are several different types of customer feedback surveys, each one is effective for a certain set of goals and objectives, it is important to choose a right campaign type, with right survey, right questions and also the right platforms for those customer feedback type.

In this blog we have covered all important aspects of executing a successful customer feedback campaign. If you want to learn more or need help with your future customer feedback campaigns, feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

See Also: Benefits of Airport Kiosks in 2022

See Also: What to Collect and When with a Customer Feedback System?

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Top 10 Self-Service Technologies for Business in UAE

Posted on January 5, 2022 by admin

Top 10 Self-Service Technologies for Business in UAE

The technology is doing wonders for the mankind, it has completely changed our lifestyle. Now a days we can’t go even a single day without relying on the technology. The internet and the smartphone revolution have completely transformed each and every aspect of our lives, the business sector is no exception. The businesses are using technological solutions for decades, in fact a modern day business is totally dependent on the technology. The service based industry is mainly focused on improving the customer experience and customer journey.

The customer happiness is a key to success and long term growth for service based businesses in UAE or anywhere else in the world. Businesses adopt new technologies, implement innovative solutions and invest in digital services just to improve customer happiness and to ensure ultimate level of customer satisfaction. The self-service technologies are helping businesses and customers as well. The businesses are adopting self-service technologies to enhance their customers’ experience and also to expand their markets.

See Also: 10 Customer Self-Service Best Practices to Power Your Contact Center Results

Top 10 Self-Service Technologies for Business in UAE

What is Self Service Technology?

The self-service technology is a digital solution that includes both hardware and software to serve a particular function which help customers to avail a service through an interactive channel without getting any help from the staff or customer service agents. Majorly the self-service technology offers users/customers an interactive channel where they can avail information immediately, do transactions, and get a service which was usually delivered by the customer service staff. Here in Dubai and in fact all around the UAE businesses are rapidly adopting to self-service technologies to boost their customer’s experience and to maximize their profitability.

The self-service technologies are a great competitive advantage and can attract more customers too. As for the self-service technologies, everything is done via digital algorithms and AI (Artificial Intelligence) based systems so the businesses doesn’t require to post an employee on their self-service channels. Which saves a lot of cost and it also help reducing the per service delivery cost, that results in higher profitability and better overall efficiency of the business.

See Also: The Advantages of Customer Self-service and Best Practices

What is Self Service Technology?

Why Businesses Need Self-Service Technologies?

These day’s interactive self-service technologies are very popular in Dubai and everywhere in the UAE. The beauty of self-service technology is that it is a win-win situation for both the customers and the businesses. Usually business invest in customer satisfaction solutions which cost them a lot, in return they get improved customer experience and mostly they have to bear the cost for that. However, with the self-service technologies, the customer can enjoy many benefits and the business also got equal benefits. Here are some advantages of the self-service technologies for the customers and for the businesses:

  • 24/7 Availability of the Service
  • Customers can have more freedom, control and comfort in availing the service
  • Customers can instantly get the service there is no need of waiting in long queues
  • Customers can easily avail service from any nearby self-service terminal or from online portal
  • Customer experience and customer journey is enhanced
  • Customers will get a happy and satisfactory experience
  • Customers can access up-to-date information and can interact with the business at any time
  • The user-friendly interactive dashboard help the customers to easily do a transaction or to perform a certain function
  • Businesses can reduce the workload as most of the easy enquiries will go to self-service channels
  • Businesses can reduce daily foot fall which ensure balanced workload for the employees
  • Businesses can easily improve employee efficiency
  • Businesses can reduce per-service delivery cost
  • Businesses can utilize resources in a better way to ensure higher efficiency and maximum profitability
  • Businesses can easily improve communication with customers
  • Customer relationship can be improved significantly
  • The customer loyalty will get increased and help businesses in achieving long term goals
  • Businesses can also gather business intelligence data from self-service channels

See Also: What is a Self Service Kiosk? Here’s All You Need to Know

Why Businesses Need Self-Service Technologies?

Surely the interactive self-service technologies have several key benefits for the businesses and the customers. Ultimately it can boost customer business relationship and increase customer loyalty. Which help businesses to achieve their long term goals and improve their reputation. A business with a good reputation easily attracts more customers and can also get repeated business from its existing clientele.

List of Top 10 Self Service Technologies in UAE

The self-service technology can be classified in two main categories one is only software-based self-service technology and the second category includes all self-service technologies that comprises of both software and hardware components. Apart from that the self-service technologies are categorized on the bases of use or application. The main idea behind commissioning any self-service technology is to get above mentioned benefits. Here are top 10 most commonly used self-service technologies in UAE:

1. Self-Service Interactive Kiosks

This is one of the most popular self-service technology, not only in UAE but all over the world. The interactive kiosks consists of an interactive user dashboard which runs on a specialized computer hardware. Usually these kiosks are used as an extension of the customer service counters. The user interaction is facilitated by touchscreen, physical/virtual keyboard & mouse along with any other hardware or software component that is necessary to perform certain tasks and functions through the kiosk. This is usually called customer terminal. The software consists of a server, which is installed on a local data center or in cloud or hosted online.

The self-service interactive kiosk’s server is connected with the central information center of the business and also with any other system and database which is required to perform the required functions at the interactive kiosk. The interactive self-service kiosks are widely used for queue management systems, registration process, HR department, documents processing, payments and transactions and much more. The self-service interactive kiosks are placed on certain locations where the customers can easily reach them. It enables the businesses to offer 24/7 service and communication channel.

See Also: The Role of Self-Service Payment Kiosks in Reducing Operational Costs

Self-Service Interactive Kiosks

2. Self-Service Online Portals

The self-service online portals are web pages that provide information and functionalities to resolve customer problems and to enable them to perform certain actions or to avail certain services. The customers can access these web pages either publicly or either by signing-up or logging-in to the portals. The portals can be hosted on the official website of the business as well as they can be hosted separately. It entirely depends on the need and usage of the portal.

The self-service online portals are very common these days. Especially in the corporate websites businesses usually provide a self-service sections. For example the FAQs page is technically a self-service online portal. It provides information and resolve customer’s issues without any intervention from the customer support staff or any other employee.

See Also: 5 Future Trends in Self-Check-in Kiosks: What to Expect

Self-Service Online Portals

However, a bit more complex and business oriented online interaction is usually referred to as a self-service online portal. For example, customer portals where they can make purchases or file complaints or enquire for quotes, etc. An e-commerce transaction is one of the most popular example. If a customer is purchasing from an e-commerce, the entire purchase process is done without any help from the staff so it is a self-service portal. The self-service online portals are used for the customers and employees as well. For example, a real-estate customer portal allows the customers to make transactions and perform many tasks which were earlier only possible by visiting the real-estate office.

The employees can log-in to their HR portals or intranet system to avail multiple automated functionalities which can boost the operational efficiency and as well as the individual employee efficiency. These are some of the examples of the self-service online portals. There are hundreds and maybe thousands of more applications, enlisting them all in this blog is not our main subject. The self-service online portals could be a game changer for the businesses and can give them a great competitive advantage.

See Also: How Can Businesses Benefit From Self-Service Kiosks

3. Self-Service via Mobile Apps

These day’s in Dubai and all around the UAE everyone has access to the internet and almost 99% of the population owns at least one smartphone too. This number is staggering. This led to a trend of rapid adaptation of the smartphone and mobile apps. Now a day’s the mobile apps has become an expectation rather a trend. Customers expect a user-friendly, feature-rich mobile app from their favorite brands. What else can be more desired for a business than a self-service mobile app that can provide information, resolve problems, and enable customers to make payments, provide them with easy access to the customer support team and let them perform tons of other functions?

This could save the time and cost and the mobile apps can significantly improve customer experience and customer happiness. Businesses can use them to improve communication as well. That is why businesses are rapidly adopting mobile apps and increasing their capabilities to maximize their performance which not only improves customer satisfaction but also improves profitability and operational efficiency of the business. The customers can get access to the services whenever and wherever they want.

See Also: Integrating AI and Machine Learning in Self-Service Kiosks

Self-Service via Mobile Apps

4. Self-Service ATMs & Cash Deposit Machines

The self-service ATMs or Automated Teller Machines are the most widely used type of the self-service technology. In fact it is the very first self-service technology that have ever build. These days the ATMs also come with a CDM or cash deposit machine. Although the technology is only associated with the banks but it has a huge potential. Businesses can utilize the CDM features for a variety of services. In fact some businesses are already using the technology. If you are living in Dubai or anywhere in the UAE you must have seen the mobile top-up machines/kiosks. They are placed everywhere, in the malls, public places, and even in streets.

These machines accept cash and allow user to perform a number of functions such as paying for the utility bills, or topping up your mobile phone balance and much more. The service based industry can utilize the technology to offer a variety of services. Especially the simpler and easier services could be offered through the self-service interactive kiosk which could reduce the workload of the offices and branches by up to 60% in some cases. Which can improve overall profitability and also help enhancing customer journey and customer experience.

See Also: What is HRMS Self Service Kiosk?

Self-Service ATMs & Cash Deposit Machines

5. Self-Service Immigration Counter

The immigration counters are always busy, the passengers always have to face long queues at the immigration counters and the airports are always concerned about the congestion and crowd at the immigration counters. However, self-service technologies can be implemented at the airports to reduce the pressure from the immigration counters. Large airports all around the world are implementing self-service immigration counters and self-service check-in counters to boost the efficiency and to reduce the passenger queues.

The specialized self-service technology can be used to facilitate the autonomous immigration process. As for the immigration the safety and security is also the top priority which can be ensured by latest peripherals such as retina scanning, biometrics, facial recognition technology, passport scanning, smart ID card scanning and there are a lot more hardware and software features can be added to ensure the 100% security and accuracy of the system.

See Also: Employee Self Service Kiosk (ESS Kiosk)

Self-Service Immigration Counter

Apart from the immigration counters the self-service technologies can also help airports to streamline the boarding process. The customized interactive self-service terminals can be used to allow passengers to automatically board with the help of their booking number, credentials or barcode/QR code scanning facility. The passengers can print their boarding passes, luggage tags and they can perform various other functions such as upgrading or rescheduling flights, utilizing award points or bonus flight hours and much more.

6. Self-Service Retail Counter

The retail sector is the most competitive market in UAE. There are several large retail chains and there are hundreds of small and local retail stores. Everyone is competing against each other in offering the best services to their customers. Whether it is a grocery store, a clothing store, an electronic shop or any other retail businesses, the customer satisfaction is their top priority. One of the most important factor in customer happiness for retail businesses is the customer waiting queues. If the queues get too long, people start quitting.

The customer churn rate goes higher and the customers who just saw the long queues and never entered are a separate story. For any retail business it is extremely important to maintain a seamless customer flow. That is why retail businesses are actively looking into the possibilities of self-service check-out systems. A self-service checkout not only enable customers to check-out without relying on the sales staff but it also provide them more freedom and flexibility in the checkout process.

See Also: 4 Reasons Why Self-Service Enhances Customer Experience

Self-Service Retail Counter

The self-service check-out counters or terminals are linked with the central information center and also connected with the cashier or service counter dashboard, which further simplifies the process and make it easier to deal with unusual situations. For retail businesses most of the time the physical space is also a barrier, which limits them to a certain number of counters, and more counters cannot be added. This is why the self-service check-out terminals are a great choice, they take less space, doesn’t require a human attendant or a staff, and are fully automated.

The customer can scan their products and checkout very conveniently. The self-service check-out counters also allow the customers to enjoy some additional features, thanks to the digitalization and integration of the system with other technologies. The self-service check-out terminal can increase sale, improve the efficiency of the staff and results in better ROI. It also reduce customer churn rate and help businesses in building good relationship with the customers.

See Also: Analyzing the Impact of Payment Kiosks on Consumer Behavior

7. Self-Service Food Ordering System

The self-service technologies are also making their way in the food industry. Same like the retail sector businesses in food sectors also face similar problems. The customers don’t like to wait too long. Especially during the rush hours, the wait time could get too long. So much so that the customers consider to go to next restaurant. The long queues also repel customers and when there are long queues, some of the customers don’t even come inside. That is why the self-service food ordering systems are introduced. The system can facilitate customers through multiple channels for example, the customers can order food from the mobile app of the brand, or from their website or even from a self-service food ordering kiosk at the business premises.

The self-service food ordering system offers more time and control to the customers and let them make payments easily. Moreover the businesses can also utilize the self-service technologies to boost their sales. Studies have shown that the customer who place their order at a food ordering kiosk tend to place bigger order comparing to the person who are dealing with a sales staff. The businesses can easily increase their sales, reduce the workload from the staff and improve customer experience with a self-service food ordering system.

See Also: Why more self service kiosks are being used in Dubai now?

Self-Service Food Ordering System

8. Self-Service Hotel Check-in System

For hotels and hospitality sector the top priority is the satisfaction of the customers and guests. The hospitality sector is one of the most scrutinized industry by the customers. People don’t often take such decisions very quickly, but once they established a trustful relationship with a brand they become more loyal to it avoiding any risk in going for a new or untried brand. That is why the customer experience is extremely important for hotels and hospitality industry.

Most of the time guests are arriving from a distant location, more often foreign guests are also coming in UAE. As the Dubai Expo 2020 is going on, there are several other attraction that make the Dubai the most attractive tourist destination. In fact the entire country is admired by international and local tourists. The hotels, restaurants, and other hospitality businesses are huge contributors in the economy comparing to other countries. This means the competition is also very high and the guests have too many options available. Which further raise the importance of a great first impression and excellent service by the hotels.

See Also: The Integration of Mobile Payment Options in Kiosk Systems

Self-Service Hotel Check-in System

The self-service hotel check-in system is a great choice to enhance guest experience, as it immediately serves the customers without any delay and it also offer numerous other features which improve customer experience. The customers can be great with an automated self-service check-in kiosk which allow them to login with credentials or scan their passport or any other document to login to the system to be able to check-in without the help of a reception staff. The guests can also change or customize their stay plan as per the availability and in addition to that the hotels can also run promotions at the kiosk which can help them increase sales and improve customer happiness.

9. Self-Service Wayfinding Signage

The interactive self-service wayfinding signage is one of the widely used interactive self-service technology in Dubai. Mainly shopping malls, large offices, libraries, educational institutes, hospitals, and large indoor facilities are using self-service wayfinding signage. The wayfinding signage is a large interactive screen which runs a wayfinding application. The users can easily navigate the entire facility from the wayfinding signage and they can also lookup for their destination. The businesses can also provide additional information, news/updates, tenant directory and details and much more. The digital interactive self-service wayfinding signage are great for advertisements and promotional activities as well.

For example the shopping mall management can run adverts of the brands that are located inside the mall and this promotion can generate some revenue for them too. Moreover it is a great convenience for the visitors and customers to find a complete 2D or 3D map of the entire facility and easily get the location map to save time and hustle. The information center could also help the visitors to get the information from the self-service wayfinding signage. It can enhance customer experience and improve their journey.

See Also: What is wayfinding software and why is it important?

Self-Service Wayfinding Signage

10. Self-Service Vending Machines

The self-service vending machines are also very common, especially in bus stations, airports, hospitals, and such large waiting areas where the customers and guest could wait for an extended period of time. The vending machines can also be used by businesses to generate revenue and to reach out to the unexplored markets. The self-service customized vending machine is a great technology it can provide businesses a chance to reach to maximum audience.

The customers can purchase many things such as cold drinks, snacks SIM cards, mobile covers, face masks and much more. Such small items are bought on regular bases, in areas where these items are not easily available is a great choice to install a vending machine. Businesses can also acquire such vending machines to either facilitate the purchase process or to improve their customer’s waiting experience. The vending machines are popular since many decades now and are still gaining more popularity. Businesses who are selling small items can utilize the vending machine to boost their sales.

See Also: Can Self Service Kiosk Machines Improve Revenue?

Self-Service Vending Machines

Conclusion

The self-service technologies are revolutionizing customer service sectors all over the world. Here in Dubai and all around the UAE many businesses are proactively adopting to self-service solutions. Since past few years an ordinary customer is more accustomed with digital interactions. This lead to a faster adaptation of the self-service interactive technologies. In this blog we have listed top 10 self-service technologies. There are several others, and on top of that a business can completely customize a self-service solution to accommodate their special needs.

This also allow businesses to innovate new features and facilities that can provide them a better competitive advantage. RSI Concepts is a leading customer satisfaction solution and self-service technology provider in Dubai, UAE. If you want to learn more about the self-service technologies or if you want to enquire about a self-service solution, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

See Also: Self Service Kiosk for Retail Sector

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Benefits of Airport Kiosks in 2022

Posted on December 27, 2021 by admin

Benefits of Airport Kiosks in 2022

The air travel is increasing all around the world. Especially in countries like UAE where a huge number of expats are living along with millions of tourists visiting every year, the air travel is very common. The Dubai, Abu Dhabi and Sharjah are among the busiest airports in the region. Everyone knows the air travel could be so tedious and frustrating, let say if you have a 3 hours long flight, you must have to arrive around two hours earlier and after landing the immigration and clearance etc. could also consume a lot of time, which can easily expand a 3 hour air travel into a 7 to 8 hour hustle.

Considering the current situation when there are several additional procedures and processes due to the COVID-19 situation, the air travel could be lengthier and more tedious. The passengers wants to get everything done as quickly as possible. The airport management wants to clear the lobbies and waiting area as fast as they could to prepare for the next flights and so on. In short there are too many things that airport management has to take care of in order to ensure the smooth process and happy passengers.

See Also: The Role of Check-in Kiosks in Transforming Airport Experiences

Benefits of Airport Kiosks in 2022

The airports are not just a transit point, in fact it is a very first interaction and impression of a country for millions of traveler. In this modern age of the internet and social media this image or impression could be shared with many more millions of people. It is not only the airport management but the governments also who want to ensure an excellent passenger experience at their airports. This is when some automated tools and self-service solutions like interactive airport kiosks can be a great relief for both the passengers as well as the airport management and staff. The self-service interactive kiosks are very integrated in our daily lives.

Since past few years the self-service interactive kiosks and digital experience have gained a huge adaptation all around the world. It is very logical to utilize the same in the airports too. In fact the passengers these days expect some kind of digitally enhanced experience and self-service terminals at the airports. Airports all around the world are heavily digitalizing and implementing modernized technologies to enhance their passenger’s experience and passenger journey. The self-service interactive kiosks or interactive airports kiosks are appearing everywhere all around the world.

See Also: Future Trends in Airport Check-in Kiosk Technology

Here is a quick introduction to the airport kiosks and why they are so important in 2022:

What is an Airport Kiosk?

An airport kiosk is a self-service interactive kiosks. A self-service interactive kiosk have a user interface, mainly a touch screen based user interface along with required peripherals such as passport scanner, retina scanners, biometrics, boarding pass printer, receipt printer or any other such device. Different airport use different types of airport kiosks meant to facilitate certain section or even the entire passenger journey.

Some airport also use guided signage and other methods to take the user through a fully or semi-automated self-service passenger journey. Mostly a few steps of the passenger journey are integrated with digital self-service solutions. The airport kiosks are also very helpful for the customer service representatives by simplifying their tasks and improving their efficiency.

See Also: What are the best Customer Feedback Questions?

What is an Airport Kiosk?

Airport Kiosk for Self Service Check-in Process

One of the main application of an airport kiosk is for the self-service check-in process. Many airports are using and many more are planning to implement such airport kiosks. Busy airports like Dubai International Airport (DXB), Abu Dhabi International Airport (AUH) or Sharjah International Airport (SHJ) can utilize the self-service check-in kiosk to boost their efficiency and to enhance the passenger experience and passenger journey. The airport kiosk with self-service check-in functionality also have a powerful software tool which can offer multi-lingual user interface and can be connected with various databases to ensure great functionality and quicker transition.

The passengers don’t like being standing in long line for flight check-in process. This also put strain on the airport management and staff. A self-service check-in airport kiosk can effectively address this problem.

See Also: How Digital Solutions will help Design the Smart Airport of the Future

Airport Kiosk for Self Service Check-in Process

Here are some of the basic features of an airport kiosk for self-service check-in:

Print Boarding Passes, Luggage Tags and Tickets

Usually airport kiosks that are used for printing boarding passes and tickets are placed at the entrance of the airport. Some placed them inside and provide additional self-service counter along with the manual/traditional counters. The passengers can easily use the self-service check-in airport kiosk by signing-in with their credentials or by adding details of their ticket/booking or reservation number. Even the passengers can purchase same-day tickets or pay against their online bookings via the self-service check-in airport kiosk.

The entire process takes a few steps and the kiosk’s large screen displays instructions for each steps as well, which makes it very quick and easy for the passengers. Once the check-in is done the self-service check-in airport kiosk can print the boarding pass for the passenger. The passengers can also print the luggage tags from the same kiosk which also reduce the check-in service delivery time and make the entire process very convenient and quicker for the passengers.

See Also: Top 10 Self-Service Technologies for Business in UAE

Print Boarding Passes,Luggage Tags and Tickets

Change, Update or Upgrade Tickets

Along with the self-service check-in functionality the airport kiosk can also offer additional features such as allowing the passengers to change their same-day flights or even allow them to cancel their tickets or re-schedule their flights. It all depends upon the policy of the airline and the airport. Usually when passengers are having connecting flights or transit flights they sometime requires to change their flight schedules or they sometime need to purchase same-day flight to avoid conflict which could be caused due to late flight or any other reason. Such features help the passengers and makes it easier for them to get the information about all the available flights without going to the counter of every airline at the airport.

All the information and booking functionalities can be provided at the self-service check-in airport kiosk. The passengers can also access and use their reward points or flyer miles by simply logging-in at the self-service check-in airport kiosk. The passengers can also access to their other perks such as foods, drinks or passes for executive or VIP lounges. The self-service check-in kiosk can offers tons of features which enhance passenger experience and improve their journey.

See Also: 5 Future Trends in Self-Check-in Kiosks: What to Expect

Change, Update or Upgrade Tickets

Airport Kiosk for Self-Service Boarder Control and Immigration Process

The boarder control and immigration counters are always the bottle-neck at any airport. The world’s top five airports are all operating well beyond the capacity they were built for. So the passenger handling capacity is always a big issue for the airport management. Passengers coming from various flights can be accommodated in different lounges, however they all converge at the border control and immigration counters. All airports have different terminals or different sections which are operating as a standalone section including all the facilities in it, another factor is that the airport management must have to provide the border control and immigration counters close to the lounges where passengers are arriving from.

That is why every airport have a limited number of boarder control and immigration counters. Which could cause congestion and can easily get crowded. In order to avoid such scenarios the airport kiosks can be used for self-service boarder control and immigration process.

See Also: Integrating Self-Check-in Kiosks with Mobile Apps: A Seamless Experience

Airport Kiosk for Self-Service Boarder Control and Immigration Process

The airport kiosk enables the passenger to perform boarder control and immigration process completely autonomously and contact free. Which enhance their experience and improve their journey. However, pleasing the passengers is not the only need, the boarder control and the immigration also require fool proof security and absolutely 100% accurate verification. The airport kiosk which are designed for boarder control and immigration are equipped with all kind of security features. All countries have their own security standards and verification methods. Here in UAE at Dubai International Airport (DXB), Abu Dhabi International Airport (AUH) or Sharjah International Airport (SHJ) usually passport scanning, retina scan and facial recognition is used for verification.

The verification system is also linked with the central database which can immediately notify the authorities about any passenger if needed. The airport kiosk can provide all these verification steps autonomously and very quickly which help reducing the congestion and improve passenger experience. The self-service airport kiosk enables simple and quick boarder control and immigration process and let the airport management to accommodate more passenger within the available space and time.

See Also: What are the Types of Interactive Kiosks?

Airport Kiosk for Self-Service Boarder Control and Immigration Process

Airport Kiosk for Self-Service Information Desk and Wayfinding

At any international airport like Dubai International Airport (DXB), Abu Dhabi International Airport (AUH) or Sharjah International Airport (SHJ) there could be thousands of passengers at a single point of time. Especially the DXB is one of the busiest international airport in the world, the number of passengers in the lounges or waiting areas or at duty free could be staggering, in such situations, the self-service information desk or self-service wayfinding kiosks can be very helpful. People often need information and seek help from the staff.

Usually what people don’t know to whom they should ask for what enquiry, sometimes the staff they are contacting is also unable to provide the information hence they direct them to the relevant staff or information desk, however, self-service information desk is an interactive kiosk which is installed on different places. All the information are categorized and arranged in a way that a passenger can easily navigate to the required information very quickly without facing any hustle. Which improves their experience and also reduce the strain from the staff and let them focus on their primary tasks.

See Also: The Future of Contactless Payments in Kiosk Technology

Airport Kiosk for Self-Service Information Desk and Wayfinding

The airports are very large places, passenger who are visiting for the first time or even frequent passengers could easily get lost. Sometimes passengers want to go to a specific location, in such situations the self-service wayfinding kiosks could be a great help. The wayfinding kiosks can provide full floor plan, searching facility and also capability to provide 3D maps, which help the passengers to easily reach to their destiny. The airport management can also use the wayfinding kiosk to make announcements or to push any update in real-time on the screen.

The wayfinding self-service interactive kiosks can also be used for marketing and information purposes. As the self-service information desk and the self-service wayfinding kiosk are digital so the airport management can update the content and information in real-time and instantly. Which ensures that the user will get the up-to-date and highly accurate content and information on these airport kiosks.

See Also: Integrating Self-Check-in Kiosks with Mobile Apps: A Seamless Experience

Airport Kiosk for Self-Service Information Desk and Wayfinding

Benefits of the Airport Kiosk

There are several benefits of the airport kiosk. As it is an interactive kiosk with capabilities to customize to fit in all sort of airport operation and processes, the airport management can utilize them at different places and can have so many advantages. The airport kiosks are equally effective for the airport staff and as well. For example, I have recently arrived at Sharjah International Airport (SHJ) where I had to do a PCR COVID-19 test, the process was so simple and quicker, the healthcare staff just had to scan my passport at an interactive kiosk, it automatically pull-in all the required data, and that is it.

No need to fill in forms, or provide them any other information or long waiting in the queues. That is just one small application, and it could save hours or passenger’s waiting time and a lot of resources for the airport and it also improve passenger experience. Similarly wherever the airport kiosk solution is implemented it can offer different advantages.

See Also: The Future of Visitor Management: Digital Badge Kiosks

Benefits of the Airport Kiosk

Here are some of the benefits of commissioning an airport kiosk solution:

  • Quick and autonomous check-in reduce wait time and improve passenger experience
  • Passport scanning, EID card reader, biometrics, retina scan and facial recognition ensures 100% accurate verification and fool proof security
  • Facilitate border control and immigration process by self-service operation
  • On-screen instruction and quick access to relevant information makes it more user friendly
  • Connectivity and integration with other airport systems and airline databases enable the airports to offer innovative features to maximize the usability, convenience and efficiency
  • Up to 60% reduction in waiting time, results in excellent efficiency and quicker passenger journey
  • Additional features and facilities improve passenger satisfaction and increase their trust
  • Less initial cost, very low maintenance requirement and long life-cycle made them very cost-effective solution
  • Customization enables the airports to offer unique and desired features for higher passenger satisfaction
  • Data privacy and security features ensure ultimate security and help authorities
  • Helps airport management and authorities to utilize human resource more effectively and efficiently which also help reducing the operational cost
  • Low cost upgrade and modification with ability to repurposing
  • Real-time monitoring, remote control, updated content and business intelligence gathering

See Also: The Future of Visitor Management: Digital Badge Kiosks

Conclusion

By the end of the year 2021 we have witnessed rapid increase in the air travel and the same trend will continue in the year 2022. It is not only the larger runways or beautiful architecture that makes an airport good, in fact it is the passenger’s experience and their journey along with the operational capabilities that distinguishes an airport from the others. One of the biggest hurdle that any top ranking airport faces is the limited capacity and continuously increasing number of daily passengers. Large airports in UAE like Dubai International Airport (DXB), Abu Dhabi International Airport (AUH) or Sharjah International Airport (SHJ) there could be thousands of passenger at a single point of time. Satisfying them all could be a very trickier task for the airport management.

The airport kiosks can be a great help and a big relief for the airport management. The interactive self-service kiosks not only boost the operational efficiency but it also reduce the passenger waiting time and it enhances their experience and journey at the airport. RSI Concepts is a leading interactive kiosk solution provider and our latest airport kiosk systems are ready to help our customers all around the world. If you want to learn more about our solutions or interested in a quote please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

See Also: How to Build Customer Feedback Strategy?

See Also: RSI Mobile Phone Charging Stations – Locker, Kiosk and Signage for Airports

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What are the best Customer Feedback Questions?

Posted on December 27, 2021 by admin

What are the best Customer Feedback Questions?

Businesses in Dubai and all around the UAE are very proactive in improving their quality and customer satisfaction. There are several factors that are responsible for this behavior or trend. For example the markets in UAE are very competitive and growing rapidly, the majority of the population is well educated and the living standards are very high comparing to the other countries in the region which raise the consumer standards as well. The government also have strict policies and laws to ensure the consumers’ interests are secured and also facilitate businesses which also encourage them to boost their performance and quality of the work.

The year 2022 is expected to spice up things a little bit more with the Expo 2020 going on and new businesses paving their way to the markets the customer satisfaction has become the main goal of the businesses. Earlier such feats were associated with big businesses only but things have changed since past few years and almost every businesses big or small is seeking ways to collect customer insights.

See Also: Overcoming Challenges in Customer Feedback Collection and Management

What are the best Customer Feedback Questions?

Businesses do different things and make different strategies to improve their customer satisfaction. These all activities and efforts could cost a lot. Some might involve implementing new IT infrastructure, or acquiring new tools, or hiring new staff or anything else, which all comes with a price tag. So, it is extremely important for the business to evaluate their efforts and investments to ensure a long term success and a good ROI. Asking your customers directly about their opinion and feedback about all the efforts you are doing is the best way to evaluate and improve your customer satisfaction strategies.

However, it is not as that simple either. The customer feedback questions and surveys should be designed very carefully to ensure that maximum customers will attempt the survey and the customer feedback questions will be able to provide the right amount and quality of the data that is needed for the decision making or taking any solid actin which will help the business to improve customer happiness. In this blog we will discuss several aspects of collecting customer feedback and the customer feedback questions.

See Also: What to Collect and When with a Customer Feedback System?

What are different types of customer feedback?

Before we discuss the actual questions it is important to understand how many different types of customer feedback surveys are. This is to provide our reader enough knowledge to let them understand which type of customer feedback survey should be used when and for what kind of customer feedback data collection. There are several customer feedback types and all the questions that we use to collect customer feedback comes under those major classes or categories. Here are the most important customer feedback categories:

  1. NPS Survey (Net Promoter Score)
  2. CSAT Score (Customer Satisfaction Survey)
  3. CES Survey (Customer Effort Score)
  4. Rating Survey
  5. Customized Survey

What are different types of customer feedback?

These are the most commonly used customer feedback survey types and each one contains different types of questions. These customer feedback questions are not specific to any particular business or industry in fact each business can modify them to serve the purpose. The main idea is to discuss the question types and the data that can be collected from such questions.

1. NPS Survey (Net Promoter Score)

The NPS Survey or Net Promoter Score is one of the most commonly used customer feedback type. When a business is seeking to collect a huge amount of data from a large group then they usually used NPS Survey or the Net Promoter Score. The customer feedback question that is used for the NPS Survey is usually like the following questions:

  • On a scale of 0 (highly unlikely) to 10 (very likely) how likely or unlikely would you recommend our products/services to your friend, family member or colleague?
  • Considering your today’s experience with our customer support staff and the service provided how likely or unlikely would you recommend us [Business Name] to your family, friends or colleagues? Please answer on a scale of 0 to 10. Where 0 is ‘highly unlikely’ and 10 is ‘very likely’.

See Also: Best Practices for Collecting and Analyzing Customer Feedback

NPS Survey (Net Promoter Score)

This is how the NPS Survey questions are set. The customer feedback data can be classified in different groups where each group represents a certain range of the answers to simplify the answers and to improve data quality and accuracy.

2. CSAT Score (Customer Satisfaction Survey)

The CSAT Score or Customer Satisfaction Survey is a general customer satisfaction question. Mostly there is only one questioned asked, but in some scenarios business also add some question before and after the main question. The customer feedback question that is used for the CSAT Score or Customer Satisfaction Survey is usually like the following questions:

  • How was your today’s experience?
  • How satisfied or unsatisfied are you on the bases of your interaction with our sales staff? Please rate from 1 to 10 where 1 means very unsatisfied and the 10 means very satisfied.

CSAT Score (Customer Satisfaction Survey)

That is how the general satisfaction or CSAT Score is taken. The data is somewhat generic but it could help businesses to later conduct more studies and surveys in right direction to get deeper insight.

3. CES Survey (Customer Effort Score)

The CES Survey or the Customer Effort Score is the measurement of the level of difficulties a customer will have to face while having and interaction with a business. Usually it is used to improve customer journey and customer experience. The customer feedback question that is used for the CES Survey or Customer Satisfaction Survey is usually like the following questions:

  • How easy or difficult it was to get the service [Service Name]? Please rate from 1 to 5 where 1 is ‘very difficult’ and 5 is ‘not difficult at all’
  • Are you happy with our payment methods? Yes/No

See Also: 11 Customer Feedback Examples for Business Success

CES Survey (Customer Effort Score)

The customer effort score is very important to improve customer journey and customer experience and it also help businesses to identify the areas of improvements.

4. Rating Survey

The Rating Surveys are general rating questions. The businesses can ask about a very specific topic or subject and they can collect a very precise and accurate data. The general rating is usually a traditional five star rating or it could be a rating gage as well. The customer feedback question that is used for the Rating Survey is usually like the following questions:

  • How would you like to rate the feature [Feature Name] of our product/service [Product/Service Name]?
  • How was the behavior of the support staff? Please rate:

Rating Survey

The rating surveys are used for only a single topic so it has only a single question with a rating answer hence it can provide very precise data and businesses can easily pin point different issues and problems in their products/services and the entire customer journey.

5. Customized Survey

The Customized Surveys are the detailed survey used to have multiple questions on multiple topics and can provide very detailed customer feedback data. Usually these types of customer feedback surveys could have anywhere from 8 to 50 questions or even more if needed. Businesses usually use conditional logic to cover multiple topics and follow up questions are also more frequently used. The customized surveys are also used to evaluate various business processes, understand the customer opinion about the products and services, and it also help measuring various KPIs and staff performance. Usually the long surveys are targeted for a selective audience.

The questions can be of different types, rating scale, multiple answers, single answer, or even open-ended questions which allow the customer to express their suggestion or opinion in words. The data collected by long surveys could be complex, it is usually segregated in three parts based on the priority or urgency, for example, the problems that need immediate fix, or need later fix or more insight or the problems that can’t be fixed or doesn’t require a fix. That is how the data can be utilized to improve business strategy and overall performance.

See Also: How to Build Customer Feedback Strategy?

Customized Survey

Examples of the best Customer Feedback Questions

Writing question for any customer feedback campaign or survey is a very important and critical tasks. The entire campaign depends upon the questions that you are asking. However in Dubai and all around the world there are some most popular questions that businesses occasionally asked and get very good results. Here are some of the examples of the customer feedback questions:

1) Please describe yourself in a one sentence or fill in the followings.

Asking for demographic or basic contact details is a nice start for any customer feedback survey. It also very helpful while compiling reports and analyzing the feedback data.

2) What is the main purpose of purchasing this product or acquiring this service?

This question help business to learn about the expectations of their customers and why they want their products or services.

3) What is your main concern about this product/service?

This question can provide very precise data about the reasons why customers don’t want your products/services.

4) What value this product/service added to your life and what have changed after using our product/service?

Behind every purchase decision there is a goal. This question help businesses to understand if their existing customers have achieved that goal or not.

5) How exactly did you heard about us?

This is typically used for digital channels but can also be used at in-store or at business’s premises. The purpose is to evaluate on-going marketing efforts and marketing channels.

6) What have convinced you to choose us over other options?

This question help businesses to understand what is making them different from their competitors and it also provide them insight of customer’s liking and their perspective of the brand.

7) How can we make this product/service better?

This question could be an open-ended question or with a multiple choice answers to keep the feedback data simple which helps a lot during the analysis phase.

8) How would you like to rate the [xyz] feature of our product/service?

Usually this question have a traditional rating scale or a 1 to 5 score. Some businesses also use suggestive visuals or smiley emoticons to represent different answers.

9) How likely or unlikely would you be recommending us [business name] to others?

This is a typical NPS Score question. Such questions always have a 0 to 10 rating scale based answers. The NPS score is considered to be the overall performance indicator of the entire business.

10) How easy or difficult it was to purchase the product/service?

This is an example of the CES Score. Such questions are asked to evaluate the customer journey and various business processes that can impact customer satisfaction.

11) What else would you like to see in this product/service?

This question will help businesses to understand customer’s expectations and new market trends. Businesses can improve their products and services on the bases of this data.

12) What do you like the most or least about our product/service?

Such questions help identifying the weaknesses and strengths of a business’s products and services, based on this data the product and services can be improved.

13) How happy or unhappy you are from our staff’s behavior?

Such questions and many others are set to not only identify the cause of the customer’s unhappiness but to also collect various staff KPIs data. Which helps improving the customer experience.

14) How would you like to rate your interaction or experience today?

Such questions are usually have a follow up question which ask them to determine the cause of their satisfaction or dissatisfaction and this data is very helpful in improving customer journey.

15) Is there anything you want to add?

Such questions are very encouraging and gives your customers a sense of importance. The customers usually share their opinion, suggestions and thoughts. Which could be very helpful.

Examples of the best Customer Feedback Questions

These are some of the most commonly used questions for the customer feedback collection. The businesses in Dubai and all around the UAE are now adopting modern methods and high-tech solutions to collect and process customer feedback data. Usually a digital customer feedback system is used to launch and manage various customer feedback collection campaigns. The digital customer feedback software is the best way to manage and execute customer feedback campaigns.

See Also: Why Customer Feedback Loop is Important?

Conclusion

In this blog we have covered major classifications of the customer feedback campaigns along with some examples. We have also added several popular questions as examples to let our reader understand the topic. Each and every business is different and every business have its own customs and traditions, these questions should be solely based on the objectives of the campaigns. The customer feedback questions are very flexible and vary from case to case.

This blog will provide basic knowledge on different customer feedback collection campaign types and the questions a business should ask. If you need any more help with setting up your customer feedback collection campaign or if you want to learn more about our exclusive state of the art customer feedback system, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

See Also: The Modern Guide to Interactive Kiosks

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The Modern Guide to Interactive Kiosks

Posted on November 22, 2021 by admin

The Modern Guide to Interactive Kiosks

If you are living in Dubai or any part of the UAE you must have encountered an interactive kiosk. These days’ businesses are heavily investing in self-service solutions and specifically the interactive kiosks. The interactive kiosk industry have evolved very quickly due to the technological advancements, customer preferences, their behavior and in the pursuit of happiness, obviously by happiness I mean the customer’s happiness and their satisfaction. This modern guide to interactive kiosks is for all, whether you are already leveraging the interactive kiosks to improve your customer’s experience to boost revenue or whether you are planning to deploy interactive kiosks.

Basically the businesses are adopting to interactive kiosks and self-service solutions for long term goals. The interactive kiosks can return a great ROI on long term timeframe. The kiosks are not only popular because of their long term business goals but because of their application, versatility and utility which can help businesses to transform their customer journey and enables them to deliver excellent customer experience.

The Modern Guide to Interactive Kiosks

See Also: What is a Self Service Kiosk? Here’s All You Need to Know

The customer experience and customer happiness is the top priority of any business. The customer happiness lead to customer satisfaction which results in more customer loyalty. The loyal customers are tend to do business again and the loyal customers help promoting the brand as well. It is almost nine to twelve time more expensive to acquire a new customer than selling to an existing customer. That is why the customer retention is crucial for long term success. The loyal customers help businesses in building a strong foundation at which they can stand to aim for their future goals to achieve higher revenue and to establish a great brand identity. The interactive kiosk is a great tool to increase customer retention and customer loyalty.

What is an Interactive Kiosk?

The interactive kiosk is a combination of hardware devices along with a software that can provide a user interface where users can acquire information and they can perform certain functions or conduct transactions. That is the simplest definition of an interactive kiosks. There are several different types of an interactive kiosk, the ability to enable user interaction distinguishes the interactive kiosks from other ordinary digital kiosks or signage screens. The interactive kiosks technology is based on most widely used platforms which makes it more cost effective and makes it easier for the manufacturers, vendors and system integrators to easily develop innovative features and integrate the kiosks system with existing business tools, databases, or central information system of the business.

This not only saves a lot of cost but it also help the management to easily manage the interactive kiosk system as per their convenience. The interactive kiosk system can be controlled and monitored from the head office or from the branch office or even via remote management or online. This makes it ideal for business located in Dubai or anywhere else in the UAE.

See Also: Modern Technologies to Make Your Exhibition Booth Stand Out

What is an Interactive Kiosk?

What is Interactive Kiosk Hardware?

The modern day interactive kiosk hardware always comes with a touch screen display. The display is used to provide information and it also allow the users to interact with the kiosk via its touch screen. Like any other user interface the interactive kiosk also have a user interface which enables the user to navigate to available information and conduct transactions or perform self-service tasks. The touch screen display is not enough, the kiosk needs an on-board computer too. The on-board computer runs the client software, which is linked to the main server application.

Usually there are two types of computers that are most widely used in the interactive kiosks, one is Windows based and the other is Android based. The windows based comes like regular computer configurations with Core i3/i5/i7, RAM 4/8/16 GB and Storage in both HDD and SSD types. The Android comes with regular Octa-Core Processor with RAM 2/4GB and Storage eMMC 16/32 GB. These are the standards or one can say trends in UAE markets. However, each region have different standards and trends.

See Also: How to Design User-Friendly Interactive Kiosks: Best Practices and Tips

What is Interactive Kiosk Hardware?

For the connectivity and network the interactive kiosk can support LAN, Ethernet Connectivity, 3G/4G Cellular Connectivity and WiFi. Other peripherals and ports are also available such as USB, HDMI, SD Card Slot, Serial Ports, Audio Connectors, etc. It depends upon the need and functionality of the interactive kiosk. Businesses can also have in-built speakers, microphones, thermal printers, regular printers, scanners, Emirate ID Scanner, Passport Scanner, IP Phone for Call Center, Barcode/QR Code reader and many more hardware accessories.

The interactive kiosks comes in different shapes and sizes with different mounting options such as Wall Mounted, Floor Standing or Free Standing, and Tabletop or Desktop form factors. The body is usually made up of metal, alloy, plastic and industrial grade materials which ensures a longer life cycle. Mostly the interactive kiosks are built on a semi-modular approach and businesses can easily update several hardware and software without even making visible changes in the kiosk body/shape or form factor. This makes them future proof and ensure a business can utilize them for an extended period of time in future without investing again in the same solution/system.

See Also: Self-Service Kiosks in Retail: Revolutionizing the Shopping Experience

What is Interactive Kiosk Hardware?

What is Interactive Kiosk Software?

The interactive kiosk software is basically the logical brain of the system. Whatever functionality is required can be managed through the software. The software stores the data, it executes the user commands and then update the database. The software connects all the necessary hardware and take inputs to perform the required processes. The interactive kiosk software is the backbone of the system no matter how powerful or high-quality the hardware is if the software is not powerful enough the system won’t be able to produce desired results.

In fact the software technology have advanced so far that it can allow vendors to innovate new features and unique customer experiences through a very ordinary hardware. As for the hardware of the interactive kiosk, obviously it has to have enough resources to be able to let the software run without any trouble. But it is the software that can make a difference and provide you with a competitive edge. Consider hardware as a canvas, and the portrait as its software, everyone can get the canvas but only few have required artistry to produce master pieces.

See Also: What is a Self Service Kiosk? Here’s All You Need to Know

What is Interactive Kiosk Software?

The interactive kiosk software consists of three major components:

  • The User Interface (Customer Interface) or the Client
  • The Administrative Dashboard
  • The Server or Core Application

Interactive Kiosk Software: The User Interface

The user interface or in technical term ‘the client’ is the interface where customers interact with the business. It is the software running on the interactive kiosk. The user have a touch screen based interface. The interface is designed to represent the brand and to facilitate various actions that a user is allowed to perform via the interactive kiosk. The interactive kiosk user interfaces are designed specifically for the touch screens with reasonably large text and large buttons to ensure the user can easily navigate through the information.

The user journey for each function or self-service is specifically designed for the targeted audience. For example if a kiosk is offering a service to an audience which belongs to different ethnicities then the user interface might include relevant languages in it. Usually the language selection is the very first step of any customer interaction. Similarly many features can be included in the user interface to ensure a smooth and easy transaction.

See Also: Why Interactive Self-service Kiosks are the Ultimate Customer Experience Transformation Tool?

Interactive Kiosk Software: The User Interface

Interactive Kiosk Software: The Administrative Dashboard

The administrative dashboard is designed for the management and staff of the business. The interactive kiosk could be understand as an extension of the service center or as a new digital counter at the business. Obviously the interactive kiosks are not always placed inside the premises, in fact mostly the interactive kiosks are placed on remote locations to provide easy access for the customers. All the services or tasks that can be done in the physical service center can be done via the interactive kiosk as well.

As there is no staff presence or interference at the interactive kiosks so the business processes, such as approval or verification which requires staff to manually verify the information or to approve a certain transaction, should be done. For such purposes the administrative dashboard is provided which allow access of the entire system to the staff and the management. Everyone can access, manage and control the information, processes, or functions as per their job role or authorization level.

Moreover the administrative dashboard also provide statistical data and system usage reports which is a great source of valuable business intelligence.

See Also: 10 Useful Features of Interactive Kiosks

Interactive Kiosk Software: The Administrative Dashboard

Interactive Kiosk Software: The Server or Core Application

The server or core application is sometime interchanged with the term ‘interactive kiosk software’. Although it is the main component of the software but the user interface and the administrative dashboards are also part of the system. Anyways, it doesn’t matter because whenever we talk about the interactive kiosk software, all three components are included in it. The core application also known as the server is the main software of the entire system, the user interface and administrative dashboard are also dependent on the server and it is the server or core application which holds all the data and run algorithms.

The admin dashboard and the user interface are both interfaces to interact with the system. The interactive kiosk server is integrated with all relevant databases and central information center, it manages and controls all the clients and dashboards, if the admin dashboard somehow goes down, the user interface can still function and vice versa however, if the server goes down, the entire system goes with it.

See Also: The best Self-service Kiosk Software for Hotels

Interactive Kiosk Software: The Server or Core Application

The interactive kiosk server or core application is always installed on a physical server and must have enough resources and storage to perform the entire operations. It also communicates with other business tools and enterprise systems to ensure all the relevant systems and databases got updated. Sometimes these updates are instant and the data communication is in real time via APIs or secure web services integration and sometimes it is periodic such as once in a one business day or at weekends, or sometimes on hourly bases. These all features depends upon the need and requirements.

It is extremely important that businesses pay special attention to the interactive kiosk server and its database, sometimes the businesses do critical tasks and financial transaction, for such cases a backup and failover plan is must to implement along with the interactive kiosk system deployment.

See Also: How Interactive Kiosks can Improve Customer Journey?

Interactive Kiosk Software: The Server or Core Application

What are the Types of Interactive Kiosk?

What are the Types of Interactive Kiosk?

From the technical stand point, the core of all interactive kiosks is based on a same fundamental platform/technology. However, from the user point of view there are several different types of interactive kiosks. Majorly these types and classifications are on the bases of application, for example, if a kiosk is used in the retail it is called retail kiosk, if it is used in the restaurants, it could be a food ordering interactive kiosk, if it is used at airport for immigration purposes it could be called interactive self-service immigration kiosk or counter and so on.

Here we will only enlist the most popular types of the interactive kiosk on the bases of their functionality, application and industry exclusivity:

Types of Interactive Kiosk: No. 1. Payment Kiosk

The payment interactive kiosks are most widely used and everyone is familiar with them. Have you ever noticed a mobile top-up kiosk at the nearby store or in the markets, or anywhere else? These are the interactive payment kiosks, the customer can do mobile top-ups, pay their utility bills and a tons of other payments are there. The kiosk displays a list of service providers and the user can chose the service provide, select the amount and then deposit the cash in it.

However, any other interactive kiosk which has ability to accept cash or payment by debit/credit card would be classified as the interactive payment kiosk. A touch screen, a cash acceptor and a thermal printer are the basic components of an interactive payment kiosk.

See Also: What is a Bill Payment Kiosk: Everything You Need to Know

Types of Interactive Kiosk: No. 1. Payment Kiosk

Types of Interactive Kiosk: No. 2. Queue System Kiosk

The queue system uses an interactive kiosk to allow the visitors and customer to sign-up for the queues. If you have ever visited a bank or a government office such as Tasheel or a telecom service center (Du, Etisalat, etc.) you must have noticed an interactive kiosk at the entrance. The kiosk is used to issue tickets for the queues. The queue system interactive kiosk usually have a touch screen and a ticket dispensing unit which is a thermal printer.

The users can come to the kiosk to choose the required service from the list of the available services and then they automatically got signed-up for the queue. Some businesses also ask the users to input additional information which are used for communication, marketing, feedback or identification purposes. Some businesses have dedicated counters for different services and some also have different customer journey for different customers such as VIP, Premium, etc. The queue system interactive kiosk helps customers and the businesses to ensure satisfactory customer experience.

See Also: 10 Useful Features of Interactive Kiosks

Types of Interactive Kiosk: No. 2. Queue System Kiosk

Types of Interactive Kiosk: No. 3. Registration Kiosk

The interactive registration kiosks are usually used at exhibitions, fairs, conferences and such events. As the foot fall is higher and the businesses have limited resources, an interactive registration kiosk can be a great help to facilitate the visitors and guests. The kiosk also reduce the workload from the staff and let them serve better. The registration kiosks are usually connected to the internet and have a medium sized touch screen with on-screen keyboard and sometimes businesses also integrate additional hardware such as Emirates ID scanner or passport scanner to expedite the registration process and to facilitate the data entry.

The businesses can collect as much information as they want and the interactive registration kiosk can be linked to the mainframe or the central database of the business to update the database on real-time bases. The registration process become easier and quicker with an interactive kiosk.

Types of Interactive Kiosk: No. 3. Registration Kiosk

Types of Interactive Kiosk: No. 4. Food Ordering Kiosk

As the name suggest this type of interactive kiosk is a food ordering kiosk. These days in Dubai in fact all around the UAE the popular food chains, restaurants and food courts are deploying self-service interactive food ordering kiosks. The studies and data have shown that the restaurants and the food chains who have installed food ordering kiosk have witnessed up to 30% more sales. The food ordering kiosk usually have a medium sized touch screen display and the user can choose the items from the menu, in addition to that the businesses can suggest add-ons, desserts, promotional offers and accessories which can raise the amount of a single sale.

The biggest problem with restaurants and fast food outlets is the customer churn rate. When people notice there is a crowd they move forward for another option. The businesses who have deployed food ordering interactive kiosk noticed a huge decline in customer churn rate. The kiosk also help facilitating the customers and it also reduce the work load of the staff which results in better customer experience and more customer satisfaction.

Types of Interactive Kiosk: No. 4. Food Ordering Kiosk

Types of Interactive Kiosk: No. 5. Retail Kiosk

The retail kiosks are used at retail stores to provide self-service check out facility. The retail businesses in Dubai and all around the UAE are rapidly adopting the retail interactive kiosks. The retail kiosks usually have a medium or small sized touch screen display, with barcode/QR code reader, weighting machine, RFID scanner and any other hardware accessory which is necessary for the check out. Mostly businesses prefer to use the digital payment methods and credit/debit card POS for the payments, but some businesses are also using cash acceptor for the payment.

The retail kiosk can reduce customer churn rate, increase sales by pushing promotional content and they are extremely effective at improving the customer experience. The retail kiosks improve customer experience and it can offer additional options and flexibility with freedom of choice and several other features which increase customer satisfaction. The retail kiosks also help balancing the work load of the service staff and cashiers which helps improving their efficiency and results in good customer experience.

Types of Interactive Kiosk: No. 5. Retail Kiosk

Types of Interactive Kiosk: No. 6. HR Kiosk

Businesses in Dubai and all around the UAE are rapidly adopting the HR kiosks to improve their employee’s experience and satisfaction and to reduce the HR costs. An HR kiosk is equipped with a touch screen display, full size printer & scanner, Emirates ID reader, Passport Scanner, RFID Reader or Employee ID reader. The HR kiosk are widely used for the employee who are working off-campus or doesn’t have access the HR system or Internet. Usually employee who are deployed at project sites, or living in remote locations are the targeted audience for the HR kiosks, but the HR kiosks can also be very useful for the employee who are working in the office or on-campus.

The HR department always have tons of enquiries and they have to spend a lot of resources on accommodating the daily visitors. However, with the HR kiosks all this can be avoided. The businesses can significantly reduce their HR resources, the digitalization and automation reduce the expenses of paper work and manual labor. The 24/7 availability of the HR services satisfy the employees and improve their experience.

Types of Interactive Kiosk: No. 6. HR Kiosk

Types of Interactive Kiosk: No. 7. Customized Interactive Kiosks

The customized interactive kiosk is an umbrella term, it doesn’t really define a particular category. All interactive kiosk vendors and manufacturers have some set models and standard systems. However in the modern age of the digitalization and high sensitivity of business customer relationship the businesses prefer to go with a tailor-made solution which is called customized interactive kiosk. The businesses wants to include as many features as they could to maximize the customer satisfaction and to simplify their interaction via the interactive kiosk.

There could be so many different hardware and software accessories that are easily available and can be integrated within a customized kiosks. Another reason to customize the system is to achieve higher operational efficiency. Whenever a business deploy an off-the-shelf or ready-made solution they most often have to do adjustments to their existing methods or practices and sometimes this could be a lot of time consuming for the management and the administrative staff. In order to avoid all that business prefer a customized interactive kiosk system.

See Also: What is wayfinding software and why is it important?

Types of Interactive Kiosk: No. 7. Customized Interactive Kiosks

Types of Interactive Kiosk: No. 8. Outdoor Digital Kiosk

So far we have only discussed the indoor digital interactive kiosk applications. However the outdoor digital kiosks are also gaining a huge popularity since past few years. Businesses are actively seeking ways to expand their services and to reach out to the unexplored markets or to target their audience more effectively. Some businesses do offer services which could be very attractive for the customers in outdoor. All features of an indoor interactive kiosk can be provided with an outdoor digital interactive kiosk as well. The only difference is that the outdoor kiosks have a slightly different hardware.

For example the touch screen display that is used for outdoor kiosk is always of very high brightness as the kiosks are in outdoors so the lighting conditions could not be controlled, and for the kiosks who are directly exposed to sunlight must have such screens which can be used under the sunlight. Similarly the weather effects such as rain, humidity, dust and such factors are also there. The outdoor digital interactive kiosk must have to be able to deal with elements along with the special cooling solutions to keep the internal electronics cool and operational 24/7.

Types of Interactive Kiosk: No. 8. Outdoor Digital Kiosk

Conclusion

The interactive kiosk is a very effective tool to improve customer experience, expand your territory, and facilitate your visitors to improve the employee performance. The interactive kiosks are widely used by businesses in Dubai and all around the UAE. More businesses are adopting self-service solutions and interactive kiosks to improve their operational capabilities, profitability and brand image. Since past two years the digital technologies have gotten integrated too deeply into our society. The market have also shifted towards the digital and started focusing more on the digital interactions.

An interactive kiosk is a great tool to improve your digital interaction with your customers. It also help boosting sales and generating revenue. The interactive kiosk systems are very effective in reducing resources and improving employee efficiency which results in higher profitability. RSI Concepts is a leading name in interactive kiosk market in Dubai, UAE. If you need an interactive kiosk solution or want to learn more about the subject, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: How Facial Recognition Technology and Interactive Kiosks Improve Security?

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How Digital Solutions will help Design the Smart Airport of the Future

Posted on November 17, 2021 by admin

How Digital Solutions will help Design the Smart Airport of the FutureThe airports of any country represent the country, its culture, ambitions, vision, and the society in its entirety. Every country in the world tries to have a first great impression of the visitors and also a comfortable and desirable experience for all passengers. The airlines and other business establishments also have certain needs and demands which the airport management must have to consider. The overall quality of services and the passenger experience varies from country to country, in fact it also varies from airport to airport within a same country. This is what makes a huge difference and it could either attract more passengers or it could repel them.

For any airport the first priority is its passenger, it has to ensure that all the passengers have a great and comforting experience at the airport. Moreover the airports offer additional services just to enhance the experience of the passengers. The airports in UAE are considered to be among the busiest airports in the world. Which means that the industry is already very mature. But it doesn’t mean that there is no space for innovation and modernization anymore.

See Also: The Role of Check-in Kiosks in Transforming Airport Experiences

How Digital Solutions will help Design the Smart Airport of the Future

When it comes to the passengers, they compare an airport with the other airports they have visited. The airports all around the world are proactively improving their services and the user experience of the passengers. The world has become a global village now, the demand from the passengers and the trends are changing very quickly. That is why the airports and the operators all around the world are increasingly adopting to the digital solutions and technology.

The technology can drive innovation, it can improve quality of the service and passenger journey and one of the biggest advantage of the digital solutions is that they are easy-to-customize and scale. The digital solutions enables the airports to easily upgrade or modify the work flow and the customer journey touch points without completely replacing a system. With a nominal cost of upgrade or customization an airport can easily revamp the entire customer journey.

See Also: Future Trends in Airport Check-in Kiosk Technology

How Digital Solutions will help Design the Smart Airport of the Future

Here is how the digital solutions and technology can help designing the smart airports of the future:

Self-Service Check-In Kiosk

The self-service check-in kiosks are most common siting in international airports these days. The self-service check-in kiosks are also known is self-service boarding kiosks. The main objective of this technology is to enable a completely independent self-service boarding process. The passengers can come to the kiosk, perform the boarding process by themselves and the kiosk prints their boarding passes. The self-service check-in kiosk have a medium sized touch screen display with a simple and easy-to-understand user interface.

The user interface is always designed to support multi-lingual operation. The passengers who comes to the kiosk can scan their booking via a barcode or QR Code scanner. The kiosk can also provide a passport scanner if needed. Then the customers can weigh their luggage and also print out the tags for the luggage. The entire boarding process can be done via the interactive self-service boarding kiosk.

See Also: 5 Future Trends in Self-Check-in Kiosks: What to Expect

Self-Service Check-In Kiosk

Self-Service Immigration – Smart Gates

The self-service immigration smart gates are being deployed by many top ranked international airports and others are also following. The main concept is to eliminate the long queues and improve the passenger journey. A self-service immigration smart gate can consists of multiple different software and hardware features. For example, some airports are using the facial recognition and some are using the retina scans. The passengers doesn’t have to do anything or stand in any queue, in fact they walk through the gate and the facial recognition and other smart technology based systems identify them and update their immigration database automatically.

There is no need to get stamp on the passport or anything. Everything is fully autonomous and passengers doesn’t have to show their documents or passport or anything at any step of the passenger journey. Some airports are also enabling the self-service contactless immigration via smart identity cards such as Emirate ID card. Whatever the technology is the smart gates can greatly improve the passenger experience.

See Also: Integrating Self-Check-in Kiosks with Mobile Apps: A Seamless Experience

Self-Service Immigration – Smart Gates

Smart Airports Handle Passengers Smartly

The digitalization have completely transformed a lot of industries. It have completely changed our prospective of a business transaction or service delivery from the past. In fact in the past few years or a decade ago the technology was not so smart, it was not so widely available and the customers or passengers were also not much familiar. But now things have changed, since past two years even more changes have occurred and now a day an ordinary customers is more interested in having a digital interaction and self-service offerings by the businesses. The airports are no different. Passengers who are travelling internationally have more exposure, especially in UAE airports where passengers from all across the world are landing either for transit or for stay in the country.

The airport industry is extremely competitive and the airport operators all over the world are very active in struggle to beat their competition. Where this trend have pushed the airports to test their limits, it have also raised the standards of an ordinary passenger. Every passenger including you and me wants a quicker and smoother experience at the airport, whether it is the destination or a transit everyone wants to complete the processes as quickly as possible. A smart airport implements digital solution that can automatically guide the passengers through the processes and with the help of advanced technologies many service delivery steps can be eliminated which makes the processes quicker and convenient.

See Also: Top 10 Self-Service Technologies for Business in UAE

Smart Airports Handle Passengers Smartly

The latest technology that can connect all the relevant department and provide all the required information to the passenger can really improve the overall operation of the airport. For the passengers who have completed their journey or who are waiting for a connecting flight the process can be digitalized by implementing automatic luggage drop, automatic immigration tunnel or smart gate solution and digital communication channels can be a great help. The security and screening processes can also be digitalized and improved to save time. This enables the airport to quickly take their passengers to the lounge and provide the airport more space for creating more customer experience and service improvements.

Read More: Why Customer Feedback Loop is Important?

Big Data is Making Big Airports More Efficient

Big data is making big airports more efficient! That is true, an ordinary person can’t even imagine how much data has been collected, analyzed and stored at the big airports on daily bases. The Dubai International Airport, DXB is collecting an estimated of 27 Billion electronics facts or readings in just six months of period. This data includes everything such as the passenger count, the queues, the cup of coffee sold, the number of passengers who missed their connecting flights, the time of arrival & departure, the delays, number of devices connected to the WiFi, and everything one can think of.

All the data came from thousands of sensors, systems and input devices with the accuracy as high as it can predict when a luggage bag will arrive at the conveyer belt within a 30 second time window. That magnitude or real-time data with that kind of accuracy has never seen before.

See Also: The Future of Contactless Payments in Kiosk Technology

Big Data is Making Big Airports More Efficient

Artificial Intelligence is Making Smart Airports More Intelligent

The AI or Artificial Intelligence technology is the most advanced and modern digital technology developed ever. The huge data flow and analysis in real time is only possible with the intelligent AI based digital solutions. The job of an AI or Artificial Intelligence at an airport is to analyze the real-time data and interpret it for human and provide the relevant information to the relevant staff in real-time such as for security, for flight control, for logistics, for passenger flow management system and administrators. This makes it possible for the management of some of the world’s largest airport to manage such a huge number of passengers on daily bases.

The machine learning plays a vital role in understanding the patterns, behaviors and help the system to make accurate and precise prediction which aid the management and staff to improve the efficiency. The artificial intelligence and machine learning enabled digital solutions reduce the cost and improve operational efficiency of an airport.

See Also: RSI Mobile Phone Charging Stations – Locker, Kiosk and Signage for Airports

Artificial Intelligence is Making Smart Airports More Intelligent

Instant Information Sharing Improve the Efficiency of the Smart Airports

The digital solutions and digital assets help managing the entire operation of the airport with more accuracy and ensure higher punctuality. The real-time information sharing to the airport management, airlines, operators, internal departments, contractors, ground staff, technical teams, flight controllers and everyone else ensures higher punctuality and smooth operation. The future is highly technology driven and the digitalization, integration of artificial intelligence, information management solutions and data will make an airport a smart airport of the future.

The digital assets can easily predict the future requirements of the resources and make it a lot easier for the management to act in time. The digital assets and instant information sharing also help managing the unproductive situation and problems instantly.

See Also: What is a Self Service Kiosk? Here’s All You Need to Know

Instant Information Sharing Improve the Efficiency of the Smart Airports

An airport is a very huge and very dynamic environment with a lot many variables which makes it very difficult to predict the future, anything can happen without any notice or prior indicator that can completely disturb the ongoing rhythm of the operation. For such disruptive events an efficient information sharing mechanism can help all the relevant departments and personals to coordinate with each other and get the updates to handle the situation. Such solution are making the smart airports of the future.

Read More: What to Collect and When with a Customer Feedback System?

Digital Solutions Make Smart Airports Secure and Safe

In the modern era of the internet the security, privacy, safety and health concerns are the most important for us all. Passenger who are travelling always think about those things, when they are experiencing any digital interaction the first thing that came into their mind is the security and privacy. Obviously the airports can’t build reputation without assuring all this to the passengers and airlines as well. The smart digital solutions, high-tech safety equipment, sci-fi level of technology equipment to sense and monitor each and every possible hazard.

Highly efficient management and advanced equipment is the necessary of any smart airport of the future. One of the biggest challenge with any airport is the infrastructure, usually the airports have a very unique construction and design. Upgrading the airport’s infrastructure is a very expensive and sensitive matter. So the airport operators take advantage of digital solutions to maximize their capacity while maintaining the excellent levels of operation and service quality.

Digital Solutions Make Smart Airports Secure and Safe

At airports and other such establishments have thousands upon thousands of passengers on daily bases, which makes it harder to maintain the safety, security and health related concerns. The surveillance system, thousands of sensors, artificial intelligence, big data, machine learning, and capabilities to locate each and every person, luggage and staff makes it easier for the management to maintain highest standards of safety, security, and health and it also increase their capability to deal with unexpected scenarios.

Read More: Self Service Kiosk for Retail Sector

Conclusion

The digital solutions are shaping the way of our life. The rise of the internet and smart devices have made us more technology dependent than ever before. People are getting more comfortable with the digital experience rather traditional human to human interaction. The airports are no exception. The smart airports of the future must have technology driven digital solutions and systems in place such as contactless immigration tunnels with facial recognition capabilities, smart gates, self-service boarding kiosk, digital interaction, big data, artificial intelligence, machine learning, security and safety solutions, information sharing systems and such digital solutions are driving the aviation industry into the future.

RSI Concepts is a leading name in the digital transformation and customized solutions, if you need any help or want to learn more about the subject, feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

See Also: How Facial Recognition Technology and Interactive Kiosks Improve Security?

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How Facial Recognition Technology and Interactive Kiosks Improve Security?

Posted on November 4, 2021 by admin

How Facial Recognition Technology and Interactive Kiosks Improve Security

As the entire world is entering into a new era of highly digitalized lifestyle, the same is applicable for anyone and everyone from a food delivery guy to the CEO of multinationals and even the echelons of our society, everyone is interacting with the internet. Governments are transforming into digital and adopting internet based solutions to function. Now a days, each and every individual living in Dubai or anywhere else in the UAE have once interacted with these digital solutions. Especially in a most technically advanced society like UAE where almost the entire population have access to the internet and owns devices such as mobile phones, laptops, tablets, or computers to access the internet on daily bases.

The internet and the digital have become an integral part of our daily lifestyle. It is as estimate that an average person spends several hours in a day either working or not on the internet. The entire planet is highly data driven, switch off the internet and there will be nothing, we can’t even imagine what could happen if the entire internet goes offline for a fraction of a second. That is how dependent we are on the digital and internet.

See Also: Enhancing Security and Efficiency with Visitor Badge Kiosks

How Facial Recognition Technology and Interactive Kiosks Improve Security

Since past few years the privacy, data protection, safety and security are the words we start hearing more and the trend is still going on till today. There is a reason to it. These days, everyone who is either surfing on the internet or interacting with a banking system through any digital channel must have thought at least once about the security, I remember the earlier days when the internet banking started getting main stream, I wondered, would it be secure enough to protect my savings?

What kind of security the bank would be implementing to protect my savings and my personal data on their website. Obviously these things were past, and now a day everyone is using their banking apps and what not on daily bases without having any second thought.

See Also: How Payment Kiosks and Secure Transactions are Improving Customer Experience

How Facial Recognition Technology and Interactive Kiosks Improve Security

Now a days the interactive kiosks are popping up everywhere, no matter where do you live or work, you must have seen these bright flashy screens once in a day. Even I got the mobile top up interactive kiosk at the entrance of my apartment building. These kiosks are everywhere and the businesses in Dubai and all around the UAE are deploying interactive kiosks to offer digital solutions and services.

What is an Interactive Kiosk?

Basically an interactive kiosks is a digital kiosk with a user interface and capabilities to allow the user to perform certain functions through it. The interactive kiosks usually have a touch screen based user interface with a lot many different hardware accessories to allow the user to perform certain functions. These functions are usually performing a certain task, availing a service or doing a transaction with a business. The digital interactive kiosks are a great tool to offer desired customer experience.

The interactive kiosks can easily be placed in both indoor and outdoor locations. Which enables the businesses to reach out to the furthest of their targeted markets and let them integrate deeply into their audiences. The interactive kiosks can offer a multitude of digital services and functionalities. The self-serving interactive kiosks are widely used by businesses to boost their revenue, operational capabilities and profitability.

See Also: 5 Future Trends in Self-Check-in Kiosks: What to Expect

What is an Interactive Kiosk?

What is Facial Recognition Technology?

The facial recognition technology was a huge sensation of the earlier 2020 Si-Fi hits. However, with the intensive research and huge R&D budgets the facial recognition have finally made its way to the consumer markets. The iPhone and some high-end Android smartphone are using facial recognition technology since past few years. These big companies fueled the expensive R&D and also encourages other vendors to invest in the technology. The facial recognition technology is not only used to ID people but with the rise of Artificial Intelligence (AI) and Machine Learning (ML) the facial recognition and computer vision have become so advanced that it can detect the gender, estimate the age, sense expressions and much more with high accuracy.

The facial recognition technology is based on a digital camera, which feeds the images to a highly advanced deep learning algorithms who then consult to a customer database to match the image of the person it is viewing and identify them. Of course in order to protect the customer privacy such databases have very limited scope and would only be available for a particular task. This help building trust of the users and also ensure security and data privacy.

See Also: Self Service Kiosk for Retail Sector

What is Facial Recognition Technology?

How Facial Recognition Technology works with Interactive Kiosks?

The integration of facial recognition technology with interactive kiosks is usually for two main reasons, one is access and authentication and the other is to improve user experience. These days most of the users are preferring less physical interaction. In some countries businesses are offering a fully contact free customer experience with facial recognition technology and voice activated command system. The interactive kiosk can easily recognized a person when it detects them in front of its camera.

Then it can allow them to sign-in and perform any task they want to or allow them to access their profiles or customer portals through the kiosks, without requiring them to always keep their user name and password with them or any other physical key or even biometrics scanning. For any business its interaction with its customer and customer experience is the top priority. The facial recognition technology can enhance that interaction by reducing many service delivery steps. It is also very helpful in offering customers with a highly personalized customer experience.

See Also: The Benefits of Implementing Self Check-in Kiosks in Hotels

How Facial Recognition Technology works with Interactive Kiosks?

Each interactive kiosk or self-service kiosk must have a software program running in the backend, which allows the users to interact with the business to perform any certain tasks through the interactive kiosks. The facial recognition cameras or devices are installed usually above the screen in any interactive kiosks and are linked to the main computer or directly to the main server. The facial recognition cameras capture the photo of the user and send it to the server, which matches it to its existing database and authenticate the user to access certain information via the user interface of the kiosk.

This makes the identification and verification process very quick and completely contact free. Our fingerprints and the face is different and unique which makes authentication and verification process very simple and secure.

See Also: Why Customer Feedback Loop is Important?

How it Improves Security and Protection?

For any business these days the interactive tools and digital experience is very crucial. Since the 2020 everyone is general is more attracted towards digital solutions and contactless customer experience. Another most important aspect which most business might overlook is the personalized customer experience. A customers wants to get an exclusive treatment from its business, they want to feel special and cared by their loved brand. That also give a rise to the facial recognition technology. Businesses have started thinking out of the box to innovate unique and very customer friendly solutions.

Most of the businesses have transferred their services to the digital platform, which is not only appreciated by customers but is also very cost-efficient. Businesses can save tons of cost by implement a meaningful digital strategy. Moreover the customers also prefer a digital interaction as the digital interaction and self-service experience are quick, take very less time and effort, the customers can access services whenever they want and it has a lot many other perks too.

See Also: The Future of Visitor Management: Digital Badge Kiosks

How it Improves Security and Protection?

In the modern digital era the customers and the businesses are also very concerned about the security of any digital system or solution they will going to use. When it comes to privacy and data security the customers and the businesses also are very skeptic and concerned. An interactive kiosk when coupled with a facial recognition technology not only ensures the high-level security but also improve the customer experience. As each and every human being have different face, so identifying by facial recognition is way to secure than any other method.

No one else can every replicate someone else’s face so there is no chance to identity theft or unauthorized access via credential or any digital exploitation. Even in some countries some businesses are also offering payment transactions on the bases of the facial recognition technology. The facial technology is one of the best way to protection against fraud and security of the users’ data and their privacy.

See Also: What to Collect and When with a Customer Feedback System?

How it Improves Security and Protection?

Facial Recognition Technology can Provide Ultimate Security for Interactive Kiosks

The customer experience and customer expectations are always changing, however there is a general trend which don’t change much, with the conditions in the year 2020 and the advancements of the technology no matter what micro trends are on the macro level the digitalization will get deeper into our daily lives and the businesses the business practices will definitely embrace digitalization to ensure excellent customer experience.

With that in mind, here in Dubai and all around the UAE we are expecting businesses to integrate the facial recognition technology in the interactive kiosks to enable secure authentication and identification process which can further open up several doors for the innovation. Businesses should be ready for the coming future and must have plans to adopt quick modernization.

See Also: Visitor Management Kiosks for Enhanced Guest Experience

Facial Recognition Technology can Provide Ultimate Security for Interactive Kiosks

We are looking for a deeper integration of the facial recognition technology in the interactive kiosks and self-service applications. All over the world businesses are implementing the facial recognition technology in interactive kiosks to achieve several customer friendly features. So, in coming future here in Dubai and in fact all around the UAE we will witness a rapid adaptation to the facial recognition and its application in the interactive kiosk sectors. Businesses can easily offer secure access to the sensitive information, medical records, and online payments and other transactions are also possible with utmost security and privacy ensured.

The banking and retail sectors could enable the payment and online transaction functionalities using a facial recognition technology with an interactive kiosk. The level of security that a facial recognition technology can offer is unmatched and astonishing. Some European governments, airlines, airports, immigration and other government entities have implemented facial recognition technologies in the mid-2020 and a lot many are considering to implement such solutions. That is how secure and fraud-proof the facial technology is.

See Also: How to Build Customer Feedback Strategy?

Conclusion

With the rise of the internet and a steady stream of internet frauds, these days the users are most concerned about the security and data privacy than ever before. The rapid rise and quick adaptation of the technology and internet have caught everyone off-guard. Now we can say the internet is entering into a phase of maturity with high-end security solutions and due to the awareness about the security and privacy of the user and their data. When it comes to interactive kiosks, the very first thing anyone thinks is the security, as usually such kiosks are placed in public places where anyone can access them, so whenever a user will have to make a payment or to input sensitive information/personal information they are always skeptic about the security and privacy.

However the interactive kiosks and self-service solutions are on the rise and businesses are implementing some of the most technologically advanced systems to enhance the user experience and to offer them the ultimate convenience. Due to the 2020 scenario the customers are also very inclined towards the digital interaction and prefer contact less or contact free interaction with the business. This also increased the popularity of the self-service and interactive kiosks.

Businesses in Dubai and all around the UAE are using several methods, some are using the user name and passwords, some have implemented RFID based login, some are using biometrics, and some businesses are using other smart card technologies to authenticate and identify the user to get access to the sensitive data and to make online payments or perform important tasks. The facial recognition technology is the most advanced and more secure than anything else. It is your face that no-one can steal or no-one can mimic. On top of that in order to authenticate yourself you don’t even have to have any physical interaction with the interactive kiosk, which makes facial recognition technology the most secure technology for the interactive kiosks and other digital applications.

RSI Concepts is a leading technology company in Dubai, UAE we are offering several interactive solutions and customer journey transformation solutions. If you want to discuss the possibilities to make your customer experience secure and convenient or if you want to learn more on the subject, feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

See Also: The Future of Contactless Payments in Kiosk Technology

See Also: 5 Best Practices for Designing Effective Customer Feedback Surveys

See Also: Solar Powered Outdoor Kiosks – Ideal fit for Large Expos and Busy City Areas

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What are the best survey questions?

Posted on November 4, 2021 by admin

What are the best survey questions?

The customer feedback surveys are a crucial part of business strategy and planning. It provide detailed and very accurate insight to the customers. Businesses can easily assess and evaluate their customer journey, business processes, employee, quality of product and services and the entire operation with the customer feedback surveys. The main objective of any customer feedback survey is to understand your customers. Without understanding and learning about the desires, needs, expectations and problems of the customer a business can’t sustain its reputation and growth.

The customer and businesses relationship is a very delicate relation, no matter what industry you belonged to or what type of audience you are targeting, one thing is for sure that the key to success is the customer satisfaction. In order to strengthen this relationship the businesses often conduct customer feedback surveys to collect meaningful data which help them to take actions and set policies for higher customer satisfaction.

See Also: Overcoming Challenges in Customer Feedback Collection and Management

What are the best survey questions?

For any customer feedback survey the most important thing is the data that is being collected. Both the data quality and quantity matters. For that it is crucial to prepare questions correctly to ensure high quality data collection with higher customer response rates. If a customer feedback survey asks irrelevant or confusing question the customer response rate will decline and the quality of the data will also decline. The businesses can measure directly how well it is performing in general and businesses can also easily highlight their strengths and weaknesses.

At the end it all depends on the questions that a business will ask to the customers. These questions will determine the amount and accuracy of the data that a business can collect from any customer feedback campaign. The purpose of this blog is to discuss the major types of the question, how a business should prepare questions and some examples of the most widely used customer feedback questions.

See Also: Best Practices for Collecting and Analyzing Customer Feedback

What are the Best Customer Feedback Survey Questions?

The customer feedback surveys are a well-established field with a huge multinational and local marketing and research institutes and agencies working on it. The customer feedback surveys have been established from a very simple form of just asking your customers whether they are happy or not to a more sophisticated form which accurately identifies the problems in the system and let the businesses make informed decisions to improve everything from their customer journey to products’/services’ quality and each and every aspect of the customer journey.

Here are some most widely used and proven types of customer feedback survey questions that can help any business achieve their goals:

  1. Rating Scale
  2. Happiness Meter
  3. Open-ended Questions
  4. Close-ended Questions
  5. Conditional Logic
  6. Likert Scale
  7. Multiple Choice Questions
  8. Demographic Questions

See Also: Leveraging Customer Feedback System for Business Growth

What are the Best Customer Feedback Survey Questions?

These can be considered as the fundamental types of the customer feedback survey questions. There are some more categories but mostly all of them are derived from the above mentioned types.

Customer Feedback Survey Question: Rating Scale

Rating scale is a simplest form of the customer feedback survey questions. It ask customers to rate their experience, or the service quality or the agent behavior or the product/service or any other thing. Basically the rating scale answer is a star based rating or it could be 0 to 10 scale or any such thing. The customers can chose any digit or percentage as per their satisfaction.

Here are some rating scale question’s example:

  • How would you like to rate our service quality out of 5 stars?
  • How many start would you like to give to our [NAME] product/service?
  • Please rate how happy/satisfied you are with your waiting experience?

See Also: The Role of Customer Feedback in Personalizing User Experience

Customer Feedback Survey Question: Rating Scale

Customer Feedback Survey Question: Happiness Meter

The happiness meter is one of the most widely used customer feedback question type it is a simple question with a single choice answer, the customers are asked to select their answer from a range of emoticons or cartoonish figures with expressions ranging from ‘sad’ or ‘upset’ to ‘happy’ and ‘excited’.

The answer usually contains 3 or 5 emoticons or icons which clearly express the happiest and unhappiest and middle stages by expressions or any other indicator such as a text under the icon to identify the state of happiness/unhappiness. Usually businesses use emoticons. That is why it is called the happiness meter.

Here are some happiness meter question’s examples:

  • How happy/satisfied are you with your today’s experience?
  • How happy/satisfied are you with the employee behavior?
  • Will you be happy to recommend our product/service to a friend?

See Also: Utilizing Customer Feedback for Competitive Advantage

Customer Feedback Survey Question: Open-ended Questions

The open-ended questions are very simple and provide you a chance to get more detailed answer rather than just a single yes/no or happy/unhappy answer. The open ended-questions are very good at encouraging your customers to express themselves and allow them to write about their experience or their thoughts in a simple and short text format.

Later the marketers can read the text to segregate it in multiple categories to quantify the happy and unhappy experiences and the business can also get good suggestions or recommendations directly from its customers.

Here are some open-ended question’s examples:

  • What feature should we add in our product/service to make it more desirable for you?
  • How did you heard about us? Please mention all with comma ‘,’ separated.
  • If you would like to change just one thing about our product/service what would it be?

See Also: How to Build Customer Feedback Strategy?

Customer Feedback Survey Question:Open-ended Questions

Customer Feedback Survey Question: Close-ended Questions

The close-ended questions are customer feedback survey questions with just a very simplified and short answer, usually it is just one word, yes/no or true/false, etc. The close-ended questions are usually used in pre-text of a wider set of questionnaires, and on the bases of the answer the customers can be taken to the next set of questions. It is used when there are two or more patterns are set for the questionnaire.

Sometimes the businesses use close-ended questions as a poll or short survey too. The close-ended questions are widely used in customer feedback surveys.

Here are some close-ended question’s examples:

  • Do you like the new feature of our [NAME] product/service?
  • Was your problem resolved as per your expectations?
  • Would you like to buy [NAME] product/service again?

See Also: What is Multichannel Customer Feedback and Why it is so Important?

Customer Feedback Survey Question:Close-ended Questions

Customer Feedback Survey Question: Conditional Logic

The conditional logic questions are mostly used to collect detailed data to identify an important problem or issue. The conditional logics means that the surveyor ask a question with multiple answers and on the bases of the selection of the customer more follow up questions are asked. Each answer will take the user to a different set of follow up questions.

That is how the conditional logic customer feedback questions work. The conditional logic is used to collect only filtered information about a very specific topic. Such surveys are very helpful in identifying the problems and finding their solutions.

Here is an example of conditional logic customer feedback survey question:

  • Was your experience satisfactory?

The answer would be either Yes or No each with a set of follow up questions that can help identifying the exact cause of each answer.

In case of yes, the customers can be asked about what do they liked the most and in case of no the businesses can present possible reasons for a bad experience and when a customer chose any one of them the next follow up question can be to further get precise info about it.

For example if the customers say the waiting experience was not good, the next question could be related to the possible factors that can impact the waiting experience. That is how the conditional logic survey questions work.

See Also: Integrating AI in Customer Feedback System

Customer Feedback Survey Question:Conditional Logic

Customer Feedback Survey Question: Likert Scale

The likert scale is also a measuring scale which usually have value of 1 to 5 or 7 or 9 points. It is mostly used at the end of the long customer feedback surveys. The questions are generic and doesn’t required very specific details for the answer, a simple scale is enough. It is usually used to understand what your customers might be thinking about certain things.

Here are some likert scale question’s examples:

  • Do you agree that the service A is better than the service B?
  • How agreeable this statement is “The new counters have reduced the waiting time”?
  • What do you think how helpful the latest feature [NAME of the Feature] is?

See Also: The Impact of Real-Time Feedback on Customer Experience

Customer Feedback Survey Question: Likert Scale

Customer Feedback Survey Question: Multiple Choice Questions

The multiple choice questions are most widely used in different surveys. The question format is simple and it can provide exact information that the business wants. The question is presented with 2, 3, 4, 5 or 6 possible answers and the customer will have to choose one answer.

In some cases the customer feedback survey questions are designed to take more than one choices in the answer and sometimes the multiple choice customer feedback survey question is used to implement conditional logic. Whatever the case is the multiple choice survey questions are a great tool to improve your feedback data.

Here are some multiple choice question’s examples:

  • How many of our branches in Dubai have you visited in past six months?
  • What two factors out of following will compel you to purchase again from us?
  • What features from the following make us better than other businesses?

See Also: 11 Customer Feedback Examples for Business Success

Customer Feedback Survey Question: Multiple Choice Questions

Customer Feedback Survey Question: Demographic Questions

The demographic questions are used to collect customer’s personal information and usually comes at the beginning or end of the customer feedback survey. Businesses can use different types of formats for the answers for example, radio button, check boxes, dropdowns, and in some cases open-ended answer formats are also used.

The main objective is to collect customers’ personal information to build a customer bio or profile which has several applications in marketing and communication and customer satisfaction.

Here are some demographic question’s examples:

  • What is your age?
  • What is your gender?
  • In which emirate do you live?
  • In which industry do you work?
  • What is your occupation?

Businesses can use as many questions as they want but the best practice is to only ask for most relevant and important personal information that can help you to achieve your goals.

See Also: How to Enhance Customer Experience with Customer Feedback Surveys?

Customer Feedback Survey Question: Demographic Questionss

What are the Different Types of Customer Feedback Surveys?

The above question types are most commonly used by businesses in Dubai and all around the UAE. Apart from learning the question types another most important thing is to understand when you should use which type of question to ensure better customer response and a good quality customer feedback data.

There are five major types of customer feedback surveys and all of the above mentioned questions can be used to conduct any type of customer feedback survey.

  1. NPS Survey (Net Promoter Score)
  2. CSAT Score (Customer Satisfaction Survey)
  3. CES Survey (Customer Effort Score)
  4. Rating Survey
  5. Customized Survey

See Also: Importance of Customer Feedback Tool for Small Business Owners

What are the Different Types of Customer Feedback Surveys?

NPS Survey (Net Promoter Score)

The NPS Surveys or Net Promoter Score is the measurement of the customer satisfaction and it is also considered to be the measurement of the development, growth and performance of any business. It is a very simple customer feedback survey and it usually use only a single question to measure the customer satisfaction.

  • How likely are you to recommend our business/product/service to your family and friends?

That is it. It is that simple. The answer is a 1 to 10 point scale. If a customer is satisfied and very happy only then they might recommend your brand or service/product to others. That is why the NPS Score is also taken as the equivalent to the general performance and success of a business.

See Also: What to Collect and When with a Customer Feedback System?

NPS Survey (Net Promoter Score)

CSAT Score (Customer Satisfaction Survey)

The CSAT Score or Customer Satisfaction Score is also a customer satisfaction survey but the difference between the NPS and CSAT is that the CSAT always ask about a particular aspect of the customer journey. Different businesses use different types of questions. Usually the answer is a rating scale or a happiness meter.

  • How satisfied are you with our [NAME] service/product?

The customer satisfaction score is a widely used customer feedback surveys.

CSAT Score (Customer Satisfaction Survey)

CES Survey (Customer Effort Score)

The CES Survey or the Customer Effort Score is the measurement of how difficult or easy any particular task or step was during their interaction or availing the service. It is used to rectify the problems of the service delivery mechanisms and it is also widely used to improve the customer journey. The question format is simple and mostly only rating scale is used.

  • How easy or difficult it was to make the payment from newly installed self-service kiosk?

Sometimes businesses also use a follow up question or just an open-ended follow up question to take more elaborated customer feedback.

See Also: 8 Proven Practices for Successful Customer Feedback Management

CES Survey (Customer Effort Score)

Rating Survey

The rating surveys are most commonly used for on-site feedback. The question is short and submitting the feedback is very simple and easy for the customers so when the businesses want to collect feedback from a very large amount of customers or daily visitors usually the rating scales questions are used.

The business can ask the customers to rate anything such as the service, the waiting experience, the staff, the price, the facility or anything.

  • How would you rate your experience with our sales staff or counter agent?

Usually a visual rating is used but some businesses do use the rating scale. Sometimes the marketers also use the emoticons or simple text such as very good, good, neutral, bad or very bad, etc.

See Also: The Ultimate Guide to Execute a Customer Feedback Campaign

Rating Survey

Customized Survey

The customized surveys are general purpose surveys. The businesses can use such surveys for a variety of different objectives. The customized surveys usually contains at least five questions and sometimes the question could be as many as twenty or even more. It entirely depends upon the objectives of the campaign and what type of feedback data the business want to collect. There is particular set of questions that a business can ask, for example if a business wants to analyze the customer journey it can include questions that are asking to opine on different aspects of the customer journey and so on.

The customized surveys can pushed through multiple digital formats along with on-site interactive devices. The results required deep analysis to form actionable reports. Such surveys can include any type of question and are considered to be the most effective tool to collect valuable business intelligence.

See Also: How to Develop a Customized Customer Feedback System to Ensure Success

Customized Survey

Conclusion

The customer feedback survey data can provide a very valuable business intelligence and deeper insight to the customers as well as the operational strategies and employees too. The customer feedback data quality is always a big concern for the businesses. The data quality is highly dependent on what you ask and how you ask. That is why we wrote this blog to provide our audience with a deeper understanding of the survey questions and different customer feedback survey types. It is crucial that a business chose right question to achieve the goal. The questions could compel or repel customers form submitting the feedback so right wording and right question type is very important.

Sometimes businesses just ask too many general purpose questions, or sometimes double barrel questions which not only confuse the customers but also result in inconclusive or poor quality data. It is always better to use a professional customer feedback system to collect customer feedback. RSI Concepts is a leading customer feedback system provider in Dubai, UAE. If you need any help or want to learn more about our customer feedback collection tools, feel free to reach us through our Contact Us  page or leave a comment in the comment box below and we will get in touch with you soon.

See Also: Characteristics of Closed-Loop Customer Feedback Tool

See Also: How to create Customer Feedback Surveys for Product Development?

See Also: How Customer Feedback can Help Small and Local Businesses in Dubai?

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