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.

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.

Read More: 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’.

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

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.

Read More: 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.

5) 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.

Read More: 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.

Check out this blog: The Modern Guide to Interactive Kiosks

Posted in Customer Feedback System | Tagged , , , | Leave a comment

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?

Posted in Interactive Kiosk Dubai | Tagged , , , , , , , | Leave a comment

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.

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.

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.

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.

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.

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.

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.

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.

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.

Check out this blog: 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.

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.

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.

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.

Read More: 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.

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.

Read More: 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.

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.

Read More: 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.

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.

Read More: 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.

Check out this blog: 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.

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.

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

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?

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?

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.

Read More: How to Build Customer Feedback Strategy?

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?

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?

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 anexample 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.

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?

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?

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.

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

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.

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.

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.

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.

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.

Check out this blog: Solar Powered Outdoor Kiosks – Ideal fit for Large Expos and Busy City Areas

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

Posted on October 24, 2021 by admin

Solar Powered Outdoor Kiosks - Ideal fit for Large Expos and Busy City Areas

Solar-powered outdoor kiosks are started popping up in Dubai and all around the UAE since past few years. Each passing year we are witnessing increase in indoor and outdoor kiosks. Basically a kiosk is a perfect information delivery system and capable of offering tons of self-service features which are benefitting the customers as well as the businesses. One of the biggest advantage of the digital kiosks is that it provide businesses an opportunity to transform their customer experience and reach out to the broader audiences and markets without investing a lot. The long life-cycle and less deployment cost increases the profitability and overall ROI. The major impact it makes is at the customer satisfaction. These days the customers and everyone in general who is living in Dubai or any part of UAE are very familiar with the technology and digital solutions.

Solar Powered Outdoor Kiosks - Ideal fit for Large Expos and Busy City Areas

The self-service kiosks are available everywhere from shopping malls to airport these digital systems are helping out the customers and the businesses too. Businesses can offer a simple functionality such as filling in registration form to very complex and important functionalities such as making payments, updating documents, performing HR tasks, doing boarding and immigration, etc. The digital interactive kiosks have revolutionized the customer journey and experience across the entire spectrum of the industries.

How Outdoor Kiosks are Different?

Whenever a business plans to deploy kiosks the first question arises is whether they will be placed indoors or outdoors. Although the indoor and the outdoor kiosks are not so different in terms of functionality and user experience, in fact the outdoor kiosks can also offer the same features and functionalities and indoor kiosk can provide. The major difference between indoor kiosk and outdoor kiosk is the manufacturing process and the technology. The indoor kiosks are placed in indoor facilities where there is no exposure to the weather and they are usually placed in air conditioned environment. However the outdoor kiosks are placed at outdoor places which are fully exposed to the sunlight, rain, dust and weather conditions. In order to operate under such environmental conditions the outdoor kiosk must be designed with special features that can protect the delicate internal electronics. Furthermore the outdoor kiosks use a high-end ultra-bright display screens with extra rigid touch panels.

How Outdoor Kiosks are Different?

The outdoor kiosks also have to be strong enough to protect against expected and un-expected threats such as theft, vandalism or tempering. The body and the enclosure must be protected with locks and the kiosk itself should be mounted in the ground or at a pole or something to ensure the safety and security. These are the main features that differentiate the outdoor kiosk from an indoor kiosk:

  1. Weather-Resistive and Weather Protection
  2. Durability and Strong Body
  3. Higher Security and Safety Standards (Both Software & Hardware)
  4. Brighter Displays

Apart from that mostly the outdoor kiosks are also equipped with the 3G/4G connectivity as it is hard to provide connection in outdoor places. The displays used for the outdoor kiosks are also very rigid and strong and can operate under harsh weather conditions. That is how an outdoor kiosk is different from an indoor kiosk.

Why Use a Solar Powered Outdoor Kiosk?

Whenever it comes to the solar power I always say it is green, eco-friendly, renewable and clean source of energy and that is enough to convince me. However, from a business’s point of view that might not be enough, there are several factors that a business should think before deploying an outdoor kiosk. When installing an outdoor kiosk one of the biggest concern is the power. Usually the outdoor kiosks are installed at public places, large expos, parks, busy streets, near to a bus station, or in busy commercial or residential city areas. Getting power 24/7 could be costly and also involve approvals from the local government or town planning departments and has initial cost too. Usually such government body doesn’t intervene if a business is installing anindoor kiosk or any other solution unless and until a business is installing a system that is already regulated by the law for example, if a cash acceptance machine or ATM machine is being installed even in any indoor areas, there are certain regulations that each vendor or business should follow for public safety and security.

Why Use a Solar Powered Outdoor Kiosk?

Here are the main advantages of a solar-powered outdoor kiosk:

  • Completely green technology and renewable solution
  • Eco-friendly and completely recyclable technology reduce carbon foot prints
  • Highly efficient low-power consumption devices and components are used
  • alternate advance cooling solutions consumes extremely low power and save a lot of cost comparing to air-conditioning and its high power consumption needs
  • Very low installation cost and very less running expense
  • Require very less government approvals and paperwork

Along with the government regulations and approvals the bigger problem is the availability of the power at the location in Dubai and all around the UAE the electric departments have very strict regulations.

Why Use a Solar Powered Outdoor Kiosk?

Mostly when a business is planning to install an outdoor kiosk on a sidewalk or in a park or at an open venue such as a large expo, exhibition or fair, or a busy city area the problem is the availability of the power. And even if a nearby business or the management of the area agrees to provide the power connection, it will still involve a lot of additional cost. The electric wires has to be installed and the business also have to pay the bill for the power they will be consuming and there will be several approvals too. Which increases the deployment cost and also the running cost of the project. However, with a solar-powered outdoor kiosks this entire ordeal can be avoided and businesses can save a lot of cost and running expense. There are very less government approvals and if the kiosk is already built as per the standards, there will be no issue by the regulators and concerned parties. Mostly the outdoor kiosks also require internet connection which can be easily provided by a 3G/4G connection at a very reasonable cost.

Why Solar Powered Outdoor Kiosks are Ideal for Large Expos and Busy City Area?

The reason is that the large expos, fairs and busy city areas are all outdoor and normally cover a huge open area. For all such areas the kiosk has to be placed in open area where they are exposed to weather and conditions. That is why for such scenarios the outdoor kiosks are used. Now when it comes to the power and connectivity, the connectivity is simple, it can be done via 3G/4G. However, the power is complicated matter. Connecting the kiosk to the utility power supply is a very expensive feat. The deployment cost is higher due to installing cabling and then the operational expenses are also huge due to the bills. That is why the solar-powered outdoor kiosks are used widely for large expos and busy city areas. The solar panels and in fact the entire setup is cheaper and there is no monthly bill or charges. Hence it makes it the most cost-efficient method too. That is why the solar-powered outdoor kiosks and interactive signage are used for large expos and busy city areas.

Why Solar Powered Outdoor Kiosks are Ideal for Large Expos and Busy City Area?

Benefits of using a Solar Powered Outdoor Kiosk for Large Expos and Busy City Areas

Businesses in Dubai and all around the UAE are quickly adopting to the interactive kiosks and self-service solutions. The major reason is that the interactive kiosks can provide businesses a chance to literally transform their customer experience and customer journey. When solar-powered outdoor kiosks are installed in large expos, and busy city areas a business can gain several advantages, here are a few:

Cost Reduction

An interactive solar-powered outdoor kiosk is very helpful for business in saving cost and improving profitability. Thanks to its self-service features, businesses can integrate several software and hardware tools which can enable them to offer self-service facilities, for example, for a large expo or an event the business can use the outdoor kiosk for self-service sign-up or for dispensing tickets, and even making purchases via digital payment methods as well as cash acceptance/deposit features. This could save a lot of cost in terms of additional employees and resources that are needed for such operation.

Cost Reduction

Quicker and Non-stop Service Availability

No one likes to wait in long queues. A self-service interactive solar-powered outdoor kiosk can completely eliminate the need of waiting. A customer can reach to the kiosk and they can avail the service instantly. This enhances their experience and also raise their happiness. The outdoor kiosks can operate 24/7 non-stop and the customer can avail the service at any time. This not only raise customer satisfaction but it also increase business efficiency and help businesses to reduce cost and generate more conversions.

Quicker and Non-stop Service Availability

Modernize Communication withInteractive Advertisements

That is still a relatively new concept, but marketers are rapidly adopting it all over the world. The advertisement industry have travelled a long journey by starting from print media and moving through radio, television and big billboards and reaching to a most modernized form which is interactive advertisements. Thanks for the touch screen, the outdoor kiosks are a great tool for that. Your audience can tap on any product, service or feature you are advertising in the video or content and they can instantly avail more information about that. This increase customer engagement and also conversions.

Modernize Communication withInteractive Advertisements

Low Maintenance and Easy Scalability

One of the best advantage of an outdoor kiosk is that it requires very low maintenance. All the components that are being used are specifically designed for the outdoor environments and the body is also very rigid and strong. On top of that if a business wants to upgrade the kiosk or wants to add more features to it that can also be done easily, without fully replacing the kiosk with a new one. This saves a lot of cost and also increase the lifecycle of the kiosk. Businesses can quickly get better ROIs from their solar-powered outdoor kiosks.

Low Maintenance and Easy Scalability

Enhanced Customer Experience and Increased Customer Satisfaction

One thing that each business knows is that the customer satisfaction should be their top priority, no matter what the customers should be treated well and provided with an ultimate user experience and that is the key to long term success. In order to maintain a good relationship with the customers the communication and ease of access are the two most important aspects. With a solar-powered outdoor kiosk placed at a large expo or a busy city area, the customer can easily gain access to the business via their digital service counter and the business can also push latest info on the screen instantaneously. This improves customer experience and strengthen their relationship with the brand.

Enhanced Customer Experience and Increased Customer Satisfaction

Valuable Business Intelligence and Customer Feedback Data

As the solar-powered outdoor kiosks are installed in large expos or busy city areas or any other public place, where usually a staff member or business representative is not present all the time. So, it is important to collect statistical data and gather business intelligence which will later help the businesses to further improve the customer experience and customer satisfaction. Businesses can also conduct customer satisfaction surveys and collect various types of customer feedback data from the outdoor kiosks which is also very helpful in providing a deeper understanding of customer’s needs and their expectation. It also improve brand trust and brand loyalty.

Valuable Business Intelligence and Customer Feedback Data

Conclusion

The outdoor kiosks are different from the regular indoor kiosks, they are made purposely to withstand weather conditions. The security and safety features are also beefed up as the kiosks could be vulnerable to the vandalism and tempering due to being open and unattended. Apart from that the displays and the internal electronics is also different and more rigid comparing to the indoor kiosks. The solar-powered outdoor kiosks have various benefits and can provide a competitive edge to the business. The biggest advantage is that they are not dependent on the utility power supply. They are eco-friendly and run on green and renewable solar energy. When businesses placed them at large expos or a busy city area or any other public place they can instantly access a huge audience. The kiosks can be used for advertisements as well as for the self-service purposes. The businesses can instantly push latest information via remote management tools and the customer could gain instant access to the services and information.

The user experience and customer journey is enhanced due to easy access, no wait time and non-stop availability also improve customer satisfaction and help businesses building a good brand impression. The businesses can easily avoid extra cost by expanding their services and putting human resource, instead the outdoor kiosks could be a digital branch or digital counter for your services. Businesses can improve customer happiness and sales and revenue by installing solar-powered outdoor kiosks, the ROI is also excellent and businesses can quickly quantify their returns. The outdoor kiosks doesn’t require much maintenance and doesn’t need an attendant which also saves cost and increase profitability. This makes the solar-powered outdoor kiosk an ideal match for large expos and busy city areas. RSI Concepts is a leading interactive kiosk solution provider in Dubai, UAE. If you need any help with your outdoor requirements or want to learn more on 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 to Build Customer Feedback Strategy?

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How to Develop a Customized Customer Feedback System to Ensure Success

Posted on October 24, 2021 by admin

How to Develop a Customized Customer Feedback System to Ensure Success

Customer feedback is one of the most important data that any business needs to ensure long term success. In Dubai and all around the UAE businesses are investing heavily in product developments, services, upgrades, IT, infrastructure, human resource, digital solutions and anything else just to make sure their customers remain happy and satisfied with the business. All these efforts costs a lot of resources and revenue. It is crucial that a business quantify the result of all those efforts and assess everything which can be improved to increase the output or positive effects of all those efforts. Businesses who don’t ask their customers about their opinions, liking/disliking, needs and suggestions, couldn’t figure out what they should do more and what they should do less. Such businesses are destined to fail. It is extremely important that a business knows what its customers think and what they want. Customers always expect something from their favorite brand. A good businesses must have to meet those expectation, but for that a business need to know themfirst.

How to Develop a Customized Customer Feedback System to Ensure Success

The customer feedback not only provide a deeper understanding of the customer behavior and their needs, but it also point out the areas of improvement and enable the business management to make informed decisions, take quick actions and make future strategies to achieve their long term goals. The customer feedback collection is not a new thing, businesses all over the world are doing it for decades. However, with the rapid advancements and wide adoption of the technology, certain things have changed. Those days are long gone when businesses were sending people door to door or calling their customers and asking them for their opinions, etc. Now a days everything is digital. Here in Dubai and all around the UAE an ordinary customers is quite familiar with digital and online, people now a days expect a digital interaction from their favorite brands. For collecting customer feedback digital tools are used, a dedicated customer feedback system is one of the best way to collect customer feedback and then process it with ease and accuracy.

What is a Customer Feedback System?

A customer feedback system is a software tool that help businesses and organizations to collect customer feedback from multiple feedback platforms and channels to acquire the deeper and better data-driven insights and business intelligence data which is extremely important for improvements, decision making and building up future strategies. Usually there are some hardware tools or accessories are also used along with the customer feedback system, for example, you might have witnessed small touch screens or tablets at the counters when you go for a service at any bank, exchange or in a government department, these tablets and touch screens are used to collect customer feedback data. Moreover the customer feedback system can collect customer feedback from various other channels, such as SMS, Email, Website, Customer Portals, Mobile Apps, Social Media and many more.

What is a Customer Feedback System?

Why a Business should go for a Customized Customer Feedback System?

In Dubai and all around the UAE there are several service and solution providers who are offering various different kinds of customer feedback systems. However, we always recommend our customers to go for a customized solution rather selecting an off-the-shelf product. The problem with a ready-made customer feedback system is that it is designed on the bases of general requirements. When a company builds such customer feedback system they only consider the most requested features. However, as each and every business is different from one another and have different methodology and strategies, they might need some small things which are crucial but they can’t have them with a ready-made customer feedback system, forget about major changes in the tool. Another problem with a ready-made system is that it doesn’t update much often. So a business might have to wait for too long to have any latest feature or update.

Why a Business should go for a Customized Customer Feedback System?

However a tailor-made or customized customer feedback system has no such restriction, it offer complete control and is very flexible towards updates and modifications. A business can easily update the features whenever they want. In order to develop a customized customer feedback system a business must first understand what they want to achieve with the system and what features they need. Unlike an off-the-shelf or readymade customer feedback system when a customized system is designed exclusively for a certain purpose and certain user it doesn’t require additional features. This could also save a lot of cost too. Usually for the customized systems there is no regular subscription fee, which also saves a lot of operational expenses. Here is how a business should develop a customized customer feedback system:

What are the Objectives of a Customized Customer Feedback System?

The main objective of a customer feedback system is to collect customer feedback data, process it into actionable reports and allow the business to easily share the reports or data with the concerned departments and personals. However, for a customized customer feedback system the main objective is to obtain the highest efficiency in terms of usability and operation. Some businesses might be interested in linking the customer feedback system data to other systems, some might be interested in linking the queue management system with other existing channels and mediums of communication and so on. Each business have its own unique requirement, the customization allow the businesses to integrate the customer feedback system into the existing infrastructure without requiring any modification or change in the existing processes and practices. This may sound simple, but it isn’t.

What are the Objectives of a Customized Customer Feedback System?

The customized solutions are also very efficient in terms of cost, operation and upgrades. Businesses can easily modify any functionality whenever they want without too much cost. The maintenance and upgrade cost is also very low comparing to the off-the-shelf or ready-made solutions. These are the main objectives of having a customized customer feedback system.

Make a Plan to Customize the Customer Feedback System to Achieve Desired Features

Once a business have decided to go with a customized customer feedback system they must have to enlist all the requirements that they have. This will define the entire system and its all functionalities. It is important to enlist all the required features beforehand as any changes during the development process would be difficult and costly too and such disruptions may also impact the completion date of the project as well. Here are a few questions that each business should ask themselves to decide which features they will going to need and how they will going to operate the customer feedback system:

  1. What type(s) of customer feedback survey you want to run?
  2. What will be the medium and channels you will going to need?
  3. Do you require to identify your customers?
  4. Do you require automatic alerts on negative/positive feedbacks?
  5. Do you need a single survey at all channels and mediums or do you need different surveys?
  6. Do you need to schedule campaigns and do you need occasional surveys?
  7. Do you need to integrate SMS, Email or WhatsApp?
  8. Will you conduct surveys online via customer portals, business website or mobile apps?
  9. What data do you want to capture?
  10. What kind of reports are needed?
  11. What will be the report and data sharing mechanisms?
  12. Is any third-party system integration required?
  13. What hardware devices will be used for the survey? (If any)

Make a Plan to Customize the Customer Feedback System to Achieve Desired Features

There are different types of customer surveys which businesses use for different reasons and different purposes. Similarly there are different types of channels and mediums to share those surveys with the customers. It is very important for a business to understand which type of survey is required. It entirely depends on the information that a business need to gather from its customers. For example the NPS Survey or Net Promoter Score is a measurement of the customer satisfaction with the brand. The CSAT Survey or Customer Satisfaction Survey is used to understand customer satisfaction for a particular aspect of the customer journey. Similarly the CES Survey or Customer Effort Score and general feedback surveys are also used for different purposes.

Make a Plan to Customize the Customer Feedback System to Achieve Desired Features

For NPS Survey the best time is to ask the customers immediately after an interaction, usually all the service based businesses keep a touch screen tablet or interactive kiosk at each counter or at exists, so the customer can share their opinion immediately after getting the service. The General Purpose surveys are usually long surveys with multiple questions and are used to acquire deeper understanding of the customer experience and customer journey. Same is applicable for all types of surveys. Similarly there are different channels and mediums to conduct the customer feedback surveys, for example, touch screen displays/tablets and kiosks is a one of the many mediums. Businesses also prefer conducting customer surveys via Email, SMS, websites, online customer portals and mobile apps. These days’ social media polls and feedbacks are also gaining popularity. A business should decide which channels it will going to use and then customize the customer feedback system accordingly to support those channels and mediums only and if any integration is required that can also be planned.

Make a Plan to Customize the Customer Feedback System to Achieve Desired Features

Businesses also require alerts and notifications, which can be customized as per the requirements. Each business have different management architecture and hierarchy, although from a general prospective the management of any businesses is pretty much defined in the same way, however different businesses assign different roles to different designations too. In any case it is very useful to have authority and control over setting up the work flow and management process in the customer feedback system which is only possible if the system is customized as per the exclusive requirements of the business. Each businesses have developed a slightly different kind of management and control mechanism and each business process different data differently, this requires a customized on the end of control and data processing management level which is only possible with a customized customer feedback system.

Make a Plan to Customize the Customer Feedback System to Achieve Desired Features

Businesses in Dubai and all around the UAE often overlooked the importance of acquiring customer’s personal information or identification to be coupled with their feedback. For different channels the customers behave differently, but one thing is certain customers don’t usually like to fill-in long forms and adding identification or such information. With the advancement of the technology that part can be entirely removed from the customer journey. The customers can automatically be detected if needed hence they can easily and quickly take the survey. This increase the response rate and also the accuracy of the data. Some businesses required to link their sales system with the customer feedback system to further refine the customer feedback data as per their needs. Some businesses want to link their CRM or CLM with the customer feedback system, which requires system integration. A customized customer feedback system can not only offer that type of customization but it has flexibility to bend itself as per the needs, which increases the usability and efficiency of the features and integration.

Make a Plan to Customize the Customer Feedback System to Achieve Desired Features

Business who are collecting customer feedback data also have to link it with the business intelligence and central analytical tools. So, they can have consolidated reports and the employee doesn’t have to login to so many different systems to extract the required data. This also eliminate the need of manual data processing, in fact all the statistical data can be analyzed automatically with the help of the in-built data analytical engine which can be further molded as per the needs of the business. There are so many more features which a business can think of, the only problem is an off-the-shelf or ready-made solution can’t fulfill those needs. So a business must have to choose a customizable customer feedback system.

Acquire a Good Customer Feedback System Developer/Vendor

As we have already discussed the perks of having a customized customer feedback system and provide you a detailed understanding of the customized features. The next step after finalizing the features and plan is to acquire an appropriate customer feedback system development company to develop the tool for you. There are several companies in Dubai and all around the UAE who provide the customer feedback systems and some of them also offer customization. However, it is important that you chose an appropriate company who can not only help you achieve your desired functionalities but also offer their suggestions to improve the overall system. RSI Concepts is one of the leading customized customer feedback system provider in Dubai, UAE [LINK] with a strong clientele and excellent track record. Chose a company who can offer you better and cost-effective solution of your problems.

Acquire a Good Customer Feedback System Developer/Vendor

Once a vendor is finalized then discuss with them the possibilities of using different technologies and chose only the best. Break down the entire project in various milestones and keep in touch with the vendor during the entire development process. Make sure to connect other service providers to establish mechanisms for the third party system integration and then chose the appropriate channels and mediums to launch the customer feedback collection campaigns. It is always wise to have a comprehensive UAT (user acceptance test) and then a soft launch to understand the effectiveness of the system. Once done, go for a full launch across the network. It is extremely important to establish an understanding of the maintenance and future upgrades because this could cost you a lot if you don’t account them at this stage. It is important that you own the product that has been customized for your special needs. That is how a small or medium size or a large business can develop a customized customer feedback system to ensure long term success and prolonged lifecycle of the system which will definitely save a lot of cost too.

Conclusion

Developing a customized customer feedback system or any business tool is not an easy task. It requires a lot of planning and research work. The purpose of this blog was to get our audience familiar with the customization of the customer feedback system and how they can make sure they will be able to develop a high-efficiency customer feedback collection tool which can ensure their long term success. The customization have a lot of advantages, the most important is that it ensures the customer feedback system or any other tool will be integrated within the existing business infrastructure without any trouble. It is important that a business knows what they can achieve with a customized customer feedback system is not possible with a ready-made or off-the-shelf customer feedback system. The customer feedback system is considered to be the backbone of the business intelligence. It enables the businesses to make informed decision and take actions in timely manners to sustain their customers and to make their customer experience and customer journey a lot easier and much more desirable.

Customer satisfaction is a key to long term success. It is extremely important that a customer feedback system easily identify the areas of improvement and provide deeper and highly accurate understanding of the customer behavior, their needs, expectations and desires. The customer feedback data will allow a business to plan ahead for future and make timely and informed decisions to ensure a long term sustainable success. RSI Concepts is helping our local, regional and multinational businesses to achieve their targeted goals and much desired success. If you need a customized customer feedback system or if you want to learn more, leave a comment in the comment box below or reach us out through our Contact Us page and we will get in touch with you soon.

Check out this blog: How to Build Customer Feedback Strategy?

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How to Build Customer Feedback Strategy?

Posted on October 17, 2021 by admin

How to Build Customer Feedback Strategy?

Customer feedback is a very important aspect of business intelligence data. This data enables the business management to make calculated and informed decisions and setup the future strategies to obtain higher customer satisfaction and customer happiness. Customers are always the center point of any business’s attention. If your customer are happy you can aim for bigger goals and steady progress and if a business have unhappy or unsatisfied customers, it is not so hard to predict their future too. In Dubai and all around the UAE the customers are very modern and have sound knowledge and understanding of the market trends. Businesses are also very active and keep on impacting those trends by introducing new and innovative solutions and products/services. Which makes the entire market more competitive and it also makes it hard to establish a good brand name under such competitive environment.

How to Build Customer Feedback Strategy?

When customer have too many options available it is extremely important for a business to improve customer retention by offering them satisfactory services/products and ultimate experience. Businesses in Dubai and all around the UAE invest a huge chunk of their hard earned revenues and profits into customer satisfaction solutions and customer centric strategies. But the questions remains, after investing huge resources how would a business know if its customers are happy or not? How a business can establish a long term strong relationships with its customers? The answer to both of these questions is a customer feedback system.

A customer feedback system can help businesses to build strong and satisfactory relationships with its customers and it also provides them deep insight and better understanding of their customers’ needs and expectations. Here is how a business or organization can build a long-term customer feedback strategy to ensure higher response and accurate high quality feedback data and its long term implementation:

Step 1. Collect Customer Feedback via a Digital Customer Feedback System

Obviously the customer feedback strategy starts from collecting the customer feedback data. Business all over the world are collecting customer feedback data since many decades now. Here in Dubai and also in other emirates of UAE businesses are also collecting customer data since a long time. However in the UAE the technology and the modernization is wide-spread. Business and the customers too are very adoptive towards technology and new trends. The UAE is known as the most technologically advanced and modernized society in the entire region. The country have proved this many time by introducing innovative solution and by its bold approach towards experimenting latest technology. The customer feedback sector is no exception. Businesses were earlier collecting customer feedback via traditional methods, but now a days, every business is utilizing some kind of digital customer feedback system to collect, process and utilize the customer feedback data.

Collect Customer Feedback via a Digital Customer Feedback System

Due to the usage of technology and digital platforms the businesses can more effectively collect customer feedback data and the customers also like to have a digital interaction as it is more quick and personalized. This ensures highest quality of the customer feedback data. It is extremely important that you provide an appropriate and convenient channel or method to your customers for the feedback. If customers will feel comfortable in conducting surveys and doing feedbacks the response rate will be higher and the quality of the data will also be better. If the customer feedback and survey methods or modes are inconvenient or difficult then the response rate will be very low and the data accuracy will decline, in fact in such scenarios only very unhappy or completely satisfied customers tend to attempt the feedback submission, and all other customers in between will avoid submitting any feedback. So, it is important that a digital customer feedback system is used to offer most convenient and easiest methods of feedback.

Collect Customer Feedback via a Digital Customer Feedback System

Here are some key advantages of using a digital customer feedback system to collect customer feedback:

  • High Response Rate
  • Pleasant Customer Experience
  • High Accuracy of the Feedback Data
  • Automation Reduce the Cost of Feedback Collection
  • In-built Statistical and Analytical Tools help Preparing Reports
  • Notifications and Alerts keep the Management Informed
  • Feedback Data Sharing is Easier Across the Internal Departments
  • More Accurate Assessment of the Quality of Products and Services
  • Accurate Employee KPIs and Other Performance Indicators
  • System Integration with Third-Party ToolsMaximize the Effectiveness and Efficiency
  • Data Security and Accuracy is Guaranteed by System Automation and Access
  • Human Errors can be Completely Eliminated due to Digitalization and Automation

Collect Customer Feedback via a Digital Customer Feedback System

Read More: What are the best devices to be used for Customer Feedback?

Step 2. Use Different Customer Feedback Survey Types

It is extremely important that a business keep working on the customer experience to ensure a satisfactory customer journey. The customer satisfaction is a key to customer retention and customer loyalty, which helps businesses to grow and progress. All that demand intensive monitoring and assessment of each and every touch point of the entire customer interaction. For that purpose the customer feedback system offers multiple different types of customer feedbacks and surveys. Businesses can easily set up campaigns for different types of surveys. Each type of survey can provide a deeper understanding of the respective topic. Here are the most popular customer feedback survey types:

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

NPS Survey or Net Promoter Score

The NPS Survey or Net Promoter Score is a customer feedback which measures the customer loyalty and customer satisfaction. The survey gained worldwide popularity since 2010 and sooner businesses in Dubai and all over the UAE started embracing the survey type. The survey usually consist of a single question which is asking customers whether they would like to recommend the business or its products/services to their friend, colleague or family. The NPS Survey or Net Promoter Score is an overall measurement of the customer satisfaction. The answer is usually a rating scale or 1 to 10 rating where customers with answers 9 or 10 are considered to be the actual promoters. It is a very effective and precise way to assess the general satisfaction level.

NPS Survey or Net Promoter Score

CSAT Score or Customer Satisfaction Survey

The CSAT Score or the Customer Satisfaction Surveys is also a measurement of customer happiness and customer satisfaction, the only difference between the NPS and the CSAT is that the CSAT Survey is always specific and ask customer about only a particular topic, product or service or even a feature. The CSAT Score customer feedback surveys are widely used by the businesses and usually conduct by a digital customer feedback system. The CSAT survey could also have more than one question but that is not so common. Usually marketers prefer to ask only one question for CSAT Score campaigns. The question can be “How Satisfied/Unsatisfied you are with our ABC Service?” or something like that, where business can ask them about a particular topic. Some business also add a follow-up question and some don’t. The answer is usually a 1 to 5 rating score. The CSAT Score customer feedback surveys are a great source of valuable insight on different aspect of customer journey and customer experience.

CSAT Score or Customer Satisfaction Survey

CES Survey or Customer Effort Score

The CES Survey or Customer Effort Score is a measurement of how easy or difficult it was for a customer to perform a certain action or to avail a certain service. The CES Surveys are used to further pinpoint problems and issues in the customer journey to rectify them. It is a great source of data which provide a deeper insight of customer liking and disliking and the performance and efficiency of various moving parts in the customer journey. The business can ask customer about all touch points one by one, or some business also use two or three questions to accurately identify the actual problem that their customers are facing. For example, a business can ask them “How easy or difficult it was to make the payment from our new online payment interface?” In this question the business is specifically asking them about the payment functionality, furthermore the business can also ask them additional question such as “How easy or difficult it was to add payment method or bank card?” and so on. The answer is usually a 1 to 5 rating scale. The customer effort score surveys are a great tool to optimize the customer journey and to improve various business processes.

CES Survey or Customer Effort Score

Rating Survey

Rating Surveys or Visual Rating is a customer satisfaction feedback with a visual based rating mechanism. The surveys are usually generic and asked umbrella questions to learn general perspective of the customers. For example the business can ask them “How would you rate your today’s experience?” or “Are you happy with the service?” the answer could be a happiness meter with three or five emoticons. Or businesses also use thumbs up/down signs and five star rating method. All are widely used and suitable for almost all types of questions. The rating surveys are a great choice to get a quick customer feedback and usually have high response rate. Furthermore the businesses can utilize other survey types to get more details on the relevant subjects. Usually visual rating scales and surveys are used to gather a large amount of customer feedback data as the data analysis and reports creation is also simpler and easier.

Rating Survey

Customized Survey

The customized surveys are used to collect highly detailed data by including multiple questions. Some questions can have follow up questions and some questions can be set as “conditional logic” to take answers of a series of a questions. The customized surveys are also used to measure various KPIs and performance matrices as well. Usually these types of surveys are used to collect a data which can be segregated in three sections on the bases of the intensity or importance of the matter. For example the business can segregate the answers in three distinguished sections, Need Immediate Fix, Should be Fixed in Future, or No Need to Change. The business and marketer will have to be very careful while setting up question and their answers so that when they process the data and analyze it they can easily be able to segregate it in the three categories or in some cases businesses also use more than three categories. The customized surveys can have different types on answers including rating scale, happiness meter, score gage, and even a text area to collect customer’s feedback in textual format.

Customized Survey

Step 3. Utilize Multiple Channels and Mediums

Any customer feedback survey’s success or failure depends upon the channel businesses are using to conduct the customer surveys. If businesses are using channels that are difficult and unpopular among their audience, then the response rate will be lower, and the quality of the feedback data will also be poor. Here are some most commonly used customer feedback collection channels and mediums:

  • On-site Interactive Kiosks
  • On-site Table Top Displays/Tablets
  • Customer Portals
  • Business Website
  • Social Media Platforms
  • Emails and SMS

Utilize Multiple Channels and Mediums

The modern day customer feedback systems can provide facility to transmit a survey through multiple channels and mediums. All these channels are used for different purposes and to achieve different objectives. For example, the NPS is always better to conduct immediately after the interaction. In certain cases a business can also conduct NPS Survey after a day or two. Whereas the customized surveys can be occasional as well as regular or after certain intervals such as weekly, monthly or quarterly, etc. and so on. That is why businesses use different channels and mediums for different customer surveys.

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

Step 4. Analyze Data and Compile Reports

Analyzing data and compiling actionable reports is always the most important part of a customer feedback collection campaign. No matter which type of the survey you are using or which medium or channel you have chosen, if the customer feedback data is not analyzed properly and reports are not generated all will be wasted. A good customer feedback system must have an in-built data analytical engine and processing tools. The modern day customer feedback systems also offer various tools to customize the reports and download them in different formats to be cater to the different levels of the management. For example the C-Level Management would be majorly interested in overall summary or performance reports. The department heads or branch managers would like to see the trend reports. However the customer support or communication department would require detailed reports so that they can track down each and every negative or positive feedback and the customer if they want to. That is why it is crucial that the customer feedback system either provide all the analytical tools or the business/manager should have a mechanism to compile required reporting formats from the raw data extracted from the system.

Analyze Data and Compile Reports

Step 5. Take Action and Update Strategies

Once the data is analyzed and processed in the form of reports. Now the business must have to act upon those reports and business intelligence that is being gathered through the customer feedback collection campaigns. A business must have to understand that all the feedbacks and suggestion they will be getting from their customers would require them to take certain actions or make certain policy changes. Some of them would be realistic and doesn’t require much of the resources and some would be either very difficult or expensive. A business must have to think critically while taking actions and all the possible outcomes and impact of policy shifts should be analyzed with extreme care. If changes are made which could result in unpredictable consequences than don’t do them. Start making small changes and keep taking customer’s feedback. After each action or change or new strategy analyze its impact on the customers and then take next action. It is also important to consider what your competitors are doing. It is very important for a business to hold a unique brand identity, which should also reflect in each and everything they are doing. These distinguishing features could be the bigger appeal for your customers. Do not overlook the customers who are not giving any positive or negative review, there must be always a huge number of customers who will never share their opinion. So, any big policy shift or business process change could have both positive and negative impact on all of your customers.

Take Action and Update Strategies

Although the customer feedback collection strategy is already discussed in five major steps, however there is one more step that could help businesses in strengthening their relationship with their customer and that is ‘closing the loop’. By closing the loop I mean here is to notify and update your customers about the actions that have been taken due to the feedback or suggestion given by them. Some businesses only use automatic responses to tell customers that their feedback is received and we will take action to improve their next experience. However, that is not enough. It is always better to provide exact information about the changes that are being made and the actions that are being taken in result of the feedback or suggestion submitted by a customer.

Read More: Why Customer Feedback Loop is Important?

Conclusion

The customer feedback is a very important part of business intelligence. It provides a direct measure and assessment of the efforts that are being taken to improve customer journey and customer happiness. Whether it is a business process, a feature of a product or a service, staff performance or even the infrastructure, whatever can impact the customer experience should be evaluated. The customer feedback data can provide a very accurate and direct evaluation of everything. In this blog we have discussed various steps to build a customer feedback collection strategy. If a business follows it, it can easily built a great strategy to collect effectively customer feedback and then they can make improvements. Which will carve the way for future progress and steady growth. Customer satisfaction drives the customer loyalty. The customer loyalty provides a strong foundation for progress and growth. It is almost nine to twelve time more expensive to acquire a new customer comparing to selling to an existing customer. That can have tremendous impact on the business growth and its profitability.

RSI Concepts is a leading customer feedback system provider in Dubai, UAE. If you need any help with your customer feedback strategy or want to acquire a digital 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.

Check out this blog: Self Service Kiosk for Retail Sector

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Self Service Kiosk for Retail Sector

Posted on October 10, 2021 by admin

Self Service Kiosk for Retail Sector

By definition a self-service kiosk is a digital kiosk with interactive interface and a computing device in it along with other hardware or software to facilitate a service delivery or business process. In Dubai and everywhere else in UAE the self-service kiosks are everywhere, people don’t often realize that an ATM machine is also a self-service kiosk. Apart from that the self-service kiosks are everywhere, if you are going to a telecom service center, you will be greeted by a self-service kiosk which you use to select the required service and to sign-up for the queue. Similarly another most common form of self-service kiosk in UAE is the mobile top-up and utility bills payment kiosks, which are everywhere, in front of grocery stores, at malls, even at the entrance of buildings also. These all are different types of self-service kiosks. Since past two years the trends have been changed, especially during and after the 2020, businesses and customers are more inclined towards the self-service kiosks. That is the reason businesses from all sectors and industries are adopting to self-service kiosks and solutions.

Self Service Kiosk for Retail Sector

In the retail sector, there are two major types of self-service kiosks. One is the self-service checkout kiosks or self-checkout kiosks and the other type is basically an interactive signage kiosk, which enables the users to surf and navigate through products information and run adverts and promotional content. In this blog we will discuss both types:

Self-Service Checkout Kiosk

The self-service checkout kiosk is a digital kiosk specifically designed to facilitate the self-checkout process in the retail stores. In the retail stores the biggest problem the businesses face is the long queue of the customer which not only impact the sales but it also ruin customer experience, if customers keep facing long waiting line in a retail store, they will start avoiding it next time. Instead they will prefer to go to a store where they can complete their purchases more quickly. Another big problem with the long lines is that it repel customers and when people see there are already long lines in the store they usually avoid going there. The long waiting lines at the POS/counters also result in higher customer churn rates. The customer churn is a measurement/count of the customers who have already made up their mind to purchase and they have visited the business but due to long waiting time they left without making a purchase. These all factors have very negative effect on the overall sale and also on the business reputation.

Self-Service Checkout Kiosk

The self-checkout or self-service checkout kiosks are a great tool to solve all these problems. The self-service kiosk for retails are designed to facilitate the purchase process. The self-service checkout kiosk have two major components. One is the hardware or the terminal and the other is the software.

Read More: Shifting of business process on interactive kiosk Dubai

Self-Service Checkout Kiosk Hardware

The self-service checkout kiosk is built on widely available hardware technology. The kiosk consists of a touch screen where the user can interact with the system and perform the checkout functionalities along with the required hardware accessories which help scanning the products. All this is connected to a main computing board which is also linked with the network and manages the power for everything. Here is a list of all basic components of self-service checkout kiosk:

  • Medium Size Touch Screen Display with Capability to Multi-touch and On-Screen Keyboard
  • In-built Computer (Windows and Android both OS available)
  • Barcode/QR Code Scanner
  • Weight Machine
  • In-built Speaker
  • Network and Connectivity (LAN, WiFi, 3G/4G, etc.)
  • POS Machine (Credit/Debit Cards)
  • Cash Acceptor (Optional Component)
  • Receipt Printer
  • In-built Cooling and Power Management
  • Physical Security Features

Self-Service Checkout Kiosk Hardware

These are the basic hardware components. The display is usually an industrial grade display with higher brightness and high-end touch screen. The computer is usually equivalent to standard computer with good hardware specs. The operating system of the on-board computer is available in two variants, Windows OS and Android OS. The Barcode/QR Code scanner is used to scan the products. Some retail stores also use RFID to scan the RFID chip which is attached to certain items for security. The network is used to connect the terminal with the central software or server and it also link the POS with the servers to do the transactions. The receipt printer and other accessories are also used to facilitate basic checkout functionalities and to enhance the customer experience.

Read More: What are the best devices to be used for Customer Feedback?

Self-Service Checkout Kiosk Software

The software of any self-service kiosk is always based on three major components, a customer/user interface, an administrative control panel for the business management and staff and a server. In case of self-service checkout kiosk the software also have the same components. The customer or user interface (UI) is where the customers will interact with the system to perform the function. The administrative control panel is where the management can control and manage the system, whether it is monitoring or collecting statistical data or implementing policies, all can be done from the administrative control panel. The server software is the main brain of the system it links with other systems, runs algorithms and perform logics on the server. Everything is managed and controlled by the server.

Self-Service Checkout Kiosk Software

The customer interface or user interface is the program that is running on the terminal/client or the self-service kiosk. It is similar to any other touch screen apps, the customers can navigate through user interface to access various options and to perform the payment process. For example, a customer filled their cart and reached to a self-service checkout kiosk, the first thing they will do is to scan the items using in built barcode/QR code scanner, as they will scan the items their digital cart will be build, it will be available on the screen.Certain items might not have barcode and required to be weight, so the customer can put them on the shelf which have in-built digital weighing scale, which will weigh the item and will add it into the cart.

Self-Service Checkout Kiosk Software

Once all the items are scanned and added to the cart the full cart will appear on the screen. The customers will have choice to proceed with the payments or to modify the cart by adding or removing any item from it. The customers can also have facility to choose a convenient payment mode. They can also redeem their loyalty points and avail any other service which the retail business is offering at their regular counters via service agents and cashiers. Once the payment is done the self-service checkout kiosk will dispense the receipt and the customer can leave.

Self-Service Checkout Kiosk Software

The sale staff and cashiers can also have access to the system in case if any customer face difficulties or any issue such as paying for unwanted products, etc. the staff will have authority to revoke a transaction and perform any other task which they are entitled to perform on regular counters. The management dashboard is used to monitor the system and activities and to perform administrative tasks, such as adding employees, terminals, downloading reports, transaction data, pushing marketing messages or promotional content on the self-service kiosk screen, etc. The administrative dashboard can also collect and provide analytical data and business intelligence and much more.

Read More: What are the Types of Interactive Kiosks?

Advantages of Self-Service Checkout Kiosk

The self-service checkout kiosk offer many advantages and is very capable of supporting the staff and boosting the overall performance of the retail store. Retail business and stores are always seeking ways to expand and grow. A small retail store or a large multinational enterprise can only ensure steady and long term growth when they have a loyal customer base. Loyal customers provide a strong foundation for the growth and progress. Researches and studies have shown that it is nine to twelve time more expensive to acquire a new customer than selling to an existing customer. The customer loyalty is completely based on customer satisfaction. Which is based on customer interaction and customer experience. A self-service checkout kiosk can not only improve the customer experience but it can also provide the retail business a chance to market more products to the customers during their purchase and checkout process. The market studies have shown that approximately 20% of the customers include more add-on items to their cart if a right item is suggested on the bases of the cart or customer behavior. Which means the retail businesses can also generate more revenue from the self-service checkout kiosks.

Advantages of Self-Service Checkout Kiosk

For a retail business the resources are limited, in order to reduce the long waiting lines, they will have to add more counters. Sometimes there is not enough space available to add more counters, sometimes it is very expensive to add more counters, as for more counters the business will have to hire more staff which increase the cost. However instead of adding more counters, the retail businesses can easily add more self-checkout counters or self-service checkout kiosks. Which save them a lot of cost as well as it can improve a business’s brand image. The year 2020 have completely changed the customer behavior and market trends. People are more adoptive and welcoming towards technology and digital solutions and services. Offering a high-tech self-service checkout kiosk will definitely add value to the brand image and brand identity. A positive brand identity helps in customer retention, attracting more customers and it also increases profitability.

Advantages of Self-Service Checkout Kiosk

Moreover when a retail business add a few self-service checkout kiosks it is not only facilitating its customers but it also reduce a lot of workload from the staff. The employees who work under a balanced workload are tend to delivery good quality work. Employee happiness also impact customer’s happiness and results and better customer experience. The self-service checkout kiosks are built on widely available technologies and platforms. Which makes them very cost-efficient and it also makes future scalability and upgrade a lot easier and less expensive. The self-service checkout kiosks also require very less maintenance and have a long lifecycle. These traits of the self-service kiosk make the system more cost-effective.

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

Self-Service Digital Signage Kiosk

The digital signage are everywhere. If you are living in Dubai or any other part of the UAE you must have noticed big bright screens display adverts 24/7. The self-service digital signage kiosks for the retail sector are also the same. The self-service digital signage kiosks are designed specifically to run adverts/multimedia content and to provide information to the users. The interactive digital signage doesn’t have too many peripherals or hardware accessories, in fact it is just a large sized high resolution display with a touch screen. The businesses are heavily relying on the self-service digital signage or interactive signage to boost their in-store sales and to improve customer experience. Same like any other interactive kiosk the self-service digital signage kiosk also have two major components, the hardware and the software.

Self-Service Digital Signage Kiosk

Read More: Specifications of Wayfinding Kiosks

Self-Service Digital Signage Kiosk Hardware

The self-service digital signage kiosk are built on a very widely available technology and platforms. There are two major components of the hardware one is the interactive display which is a high-resolution high-brightness industrial grade display with a highly-sensitive touch screen. In order to run any application or the content an on-board computer is required which drive the display and provide necessary connectivity for the software. The on-board computer is available in two variants, Windows OS and Android OS. There are some manufacturers who also sell only proprietary operating system, but those are not as common as they are not so good with the interactive application and doesn’t allow any customization either. Whatever platform you choose make sure it is compatible with your application as well.

Self-Service Digital Signage Kiosk Hardware

Self-Service Digital Signage Kiosk Software

The software of the self-service digital signage kiosk also have three major components like any other ordinary self-service kiosk. The user interface (UI) is installed at the self-service digital signage kiosk which allow the users to interact with the kiosk and let them access the information on the system. The second component is the administrative dashboard which is for the business management and allow the retail store managers and employees to manage the content of the kiosks and to extract the system usage data, statistical data and the business intelligence data. The third component is the server or server side application which executes all the algorithms and performs logics and processes. The interactive user interface also allow the users to search for different products, perform certain functions and avail any available digital service.

Self-Service Digital Signage Kiosk Software

Advantages of Self-Service Digital Signage Kiosk

The biggest advantage of a self-service digital signage kiosk or interactive digital signage is that it allow the users to easily access a multitude of information without asking any staff member. The customers and visitors can navigate through products, they can do comparison of the products, and they can also check features and offers or promotions and the customers and visitors can also avail any digital service offered by the retail store via their interactive digital signage or self-service digital signage kiosk. The biggest advantage of self-service is that the customers do not need any help from the staff to perform any of the function through the self-service kiosk. This can significantly reduce the workload of the staff and it also provide a comforting experience to the customers and visitors. Sometimes some customers and visitors don’t ask question to the employee because of so many different reasons, for such customers and visitors a self-service digital signage kiosk could be a better option to explore further and make up their mind for a purchase decision.

Advantages of Self-Service Digital Signage Kiosk

The retail stores can use the self-service digital signage kiosks for real-time communication and marketing purposes too. They can instantly push promotions and offers to the screens. The can offer engaging content which encourages the users to make a purchase. Especially for flash sales and any news/update the interactive digital signage are a great tool. The customers and visitors who are using the kiosks for comparing the products or for searching products or for any purpose can get instant information, they don’t have to wait to reach to an employee, they can have access to any information and they can go through it for as many time as they want. This results in instant service delivery and customer satisfaction. These days people tend to like doing things independently, a self-service digital signage kiosk can help you improving your customer’s experience and offering them services as per their expectations and desires.

Advantages of Self-Service Digital Signage Kiosk

The human brain reacts to lights and colors in a very peculiar way. Such things always draw our attentions instantly. This enables the retail stores and businesses to easily attract more traffic to their stores. The self-service digital signage kiosk which are placed near to a particular product rack can boost its sales by up to 70% by playing multimedia content and information about the products and its value proposition. Such things are very attractive to the customers and visitors. It can immediately influence their purchase decision. The self-service digital signage kiosks are a great tool to increase retail store traffic and are very helpful in boosting sales. The retail stores and businesses can offer instant service via their interactive digital signage or self-service digital signage kiosks. Which enhances customer experience and increase customer happiness and provide a great competitive advantages.

Read More: 3 Advantages of Kiosks in Retail Stores

Conclusion

The self-service kiosks are making their way in the retail sector since past few years. Businesses in Dubai and all around the UAE are rapidly adopting technological solutions. The retail sector is no exception. Since the 2020 the customer behavior and market trends have been shifted a lot. With the rise of online shopping and e-commerce the retail sector has to be very vigilant, delivering a satisfactory customer experience is more important than ever before. The self-service kiosks are a great tool to transform customer journey and customer experience. The retail stores and businesses will have to identify the factors which are impacting the customer experience the most. One of the biggest such factor is the long wait time. A self-service checkout kiosks is a great solution to avoid long waiting lines and unhappy customers. It offer convenience, instant checkout, and allow the customers to easily manage their cart and choose the most convenient payment method. It also provide retail business a chance to market more products, the studies have shown that s ingle checkout from the self-service checkout kiosk could value up to 10% more than a traditional checkout. Which increases profitability and generate more revenue.

The self-service digital signage kiosks are also a great tool to attract more customers and boost sales. The retail businesses can get an instant communication channel and can easily push flash sales, promotional content and product value proposition through the interactive digital signage screens. The self-service retail kiosks also help reducing the workload of the staff and boost their efficiency. RSI Concepts is a leading interactive self-service kiosk solution provider in Dubai, UAE. If you want to improve your customer loyalty and boost your sales, 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: Why Customer Feedback Loop is Important?

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3 Advantages of Kiosks in Retail Stores

Posted on October 7, 2021 by admin

3 Advantages of Kiosks in Retail Stores

In Dubai and all around the UAE the digital kiosks are popping up everywhere, from airports to malls, and from hospitals to schools and colleges, these kiosks are helping businesses and organizations to transform their customer experience and offer them convenience. The businesses are utilizing the kiosks for marketing and communication purposes also. For any retail business in Dubai or anywhere else in UAE or even anywhere in the world, the main goal and objective is the expansion. The retail businesses whether it is an established business or a new startup always seek ways and business practices to expand. Kiosk is a great tool to support these objectives. For retail businesses the brand image and perception of the business is extremely important. The digital and interactive kiosks not only enhance brand image and its perception but it also provide you a great competitive edge.

3 Advantages of Kiosks in Retail Stores

On top of that the digital and interactive kiosks can offer a variety of services in terms of marketing, communication, functionality and they are very cost-efficient. Apart from initial cost which is also not too much, the running and maintenance cost is very low. Business can easily upgrade them and repurpose them which improve the overall ROI of investing in the digital kiosks.

Read More: Shifting of business process on interactive kiosk Dubai

Here are the key advantages of having a digital kiosk for a retail business:

1. Retail Kiosks Improve Customer Experience

A positive and trust worthy image of a brand is extremely important. A retail businesses is always focused on promoting a positive brand image and brand perception. The retail kiosks are specifically designed to facilitate the self-check-out process with capabilities to scan items, manage cart and payment functionalities. The retail kiosk significantly improve the communication and ensure easy availability of information for the customer via a touch screen based user interface (UI).  The business can easily boost their sales by using a digital retail kiosk. The kiosk can offer self-check-out, it can provide more details of the products, allow easy redemption of the loyalty points, etc. Moreover business can offer discounts and promotional offers through the kiosks which can attract more customers. A digital kiosk is a great communication tool, it can be used for advert or during the purchase process it can offer certain add-on products which increase sales and revenue.

Retail Kiosks Improve Customer Experience

The self-check-out process is convenient and if the facility is provided the customer will prefer it. As the customer have more freedom on the digital kiosks comparing to a traditional counter. They can manage their cart, change it any time during the payment process and much more. In addition to that the business can easily link multiple payment methods which will improve the customer experience. For example the payment can be done via credit/debit cards, digital payment methods, online payment gateways, etc. The digital kiosk can also offer the customer to pay for a single transaction using multiple payment method and much more. Such attractive features encourage the customer to use the self-check-out kiosks. Which on the other hand help business to manage their resources more efficiently. It also enables the retail business to add more counters/POS without much cost. This improve profitability and productivity. For retail business the biggest problem is the waiting time in the check-out, the digital retail kiosks are a good alternate to hiring more staff to reduce the waiting lines and quicker service delivery/check-out.

Read More: What are the best devices to be used for Customer Feedback?

2. Retail Kiosk is a Great Marketing Tool

The retail kiosks are being used by all types and sizes of retail businesses all over the world. Recently in past few years the retail kiosks made their way in UAE markets, specifically the Dubai witnessed rapid growth in the retail kiosk. The kiosks are heavily used for communication and advertisements. Businesses have reported somewhere from 20% to a whopping 75% increase spike in the sale of the products who has been advertised on the signage. The bright screens with videos and multimedia content running on them can easily caught attention of the passing by customers. When a digital kiosk is placed near to the products with their adverts and promotional content running on it, the customers notice it easily. The product features and adverts do the rest and can influence the customer’s purchase decision.

Retail Kiosk is a Great Marketing Tool

Moreover the digital kiosks can be used to display dynamic content such as promotional offers, occasional sales, deals, packages, etc. Which can also attract more attentions. Each business have different approach towards marketing. The digital kiosk allow the retail businesses to run content as per their needs. The digital kiosk are built on a very flexible platform, which enables the businesses to remotely manage the content and it also allow the management to schedule different content for different hours of the day. Even when the business is shut the kiosk can keep displaying the adverts and promotions which further help promoting the brand.

Read More: What are the Types of Interactive Kiosks?

3. Retail Kiosks Increase Profitability and Staff Efficiency

The digital kiosks are not so expensive, the technology used to build these devices is widely available and is comparatively very cost-efficient. The lifecycle of digital kiosks also spans on years. The devices are easily customizable and businesses can easily repurpose them too. On top of that the digital kiosks require very less or literally no regular maintenance. Mostly these are network enabled devices, and some businesses also prefer offline devices where they can easily upload media using portable storage devices such as USB pen drive or SD memory cards. This makes them highly user friendly and cost-efficient. The devices can operate 24/7 without any trouble. The display and the computing modules used in the devices are also widely available and very cost-effective with longer lifecycles. This makes them super-cost efficient.

Retail Kiosks Increase Profitability and Staff Efficiency

The retail businesses always face problems with the long queues and overburdened staff. Which have negative effects on the customer service and customer experience. The long line can ruin the customer experience and the overburdened staff also tend to focus less on the customer experience and customer happiness. One solution is to increase the number of counters, which is very expensive and in some cases nearly impossible due to the physical architecture or interior of the retail store. The other option is to offer self-service or self-check-out kiosks. The self-check-out kiosks allow the customers to check-out without relying on a staff. This can expedite the check-out process and with all self-check-out kiosk’s benefits the customer experience can be enhanced significantly.

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

Retail Kiosks Increase Profitability and Staff Efficiency

The digital kiosks are also used to display the promotional content, adverts and product details videos, which also increase the in-store sales. The self-check-out terminals are a great tool to reduce customer churn rate and improve in-store sales. They are also very effective in improving the customer experience. A good customer experience improve customer retention and had long term benefits. The digital kiosks can quickly increase the in-store sales and allow the businesses to promote certain products. With the help of self-check-out kiosks and digital kiosks the retail store have reported significant increase in the daily sales. This also improve customer loyalty. The staff’s work is also reduced which allow them to focus more on their primary tasks and results in significant improvements in the staff efficiency. These all factors result in higher operation efficiency and allow the business to utilize its all resources at full potential. Which increase productivity and profitability. The increase in sales and good customer experience results in long term steady growth.

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

Conclusion

These days in Dubai and all over the UAE we are witnessing digital kiosks everywhere. Whether it is just a digital sign running some adverts on it, or it is a very sophisticated piece of machinery facilitating the self-service immigration process at the airport, the digital kiosks are everywhere. The retail businesses can benefit from the digital kiosk and get a great competitive advantage. The digital kiosks are a great marketing and communication tool with capabilities to run dynamic content that can also be managed remotely. The marketing and promotional content can significantly increase the sales. The self-check-out kiosks are a great toll to facilitate check-out process, reduce lines and queues at the counters and it is a great tool to generate extra revenue and on the same time it is very capable of transforming the customer experience. The businesses can push more promotions and add-on products during the self-check-out process which can also increase the sales.

The self-check-out also offers multiple payment methods which also facilitate the customers. The business can easily deploy more kiosks and reduce the work load of the existing staff, this allow the retail stores to efficiently manage their resources and it also boost staff efficiency and performance. The digital kiosks are very cost-efficient, have along lifecycles, and require literally no regular maintenance, this help the retail to achieve high profitability and productivity and also help them to improve their brand image. RSI Concepts is a leading retail kiosk provider in Dubai, UAE. We are offering a variety of standard solutions along with customization facility to let our customers customize a solution to meet their specific needs. If you want to learn more or need any help with your digital kiosks project, 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: Specifications of Wayfinding Kiosks

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