Why Customer Feedback Loop is Important?

Posted on October 4, 2021 by admin

Why Customer Feedback Loop is Important?

Businesses in Dubai and all around the UAE are turning to customer-centric business practices and strategies. Customer feedback is one of the most important part of customer satisfaction and customer journey transformation strategy. The customer feedback provides highly accurate and focused business intelligence data set which is very vital to improve a business’s performance and its future strategies. The customer centric strategies are not only helpful in improving customer satisfaction and customer loyalty but such strategies result in higher profitability.Businesses who tend to move forward with customer centric policies are more likely to double up their revenues. In some cases when businesses have moved toward the customer centric policies they have witnessed four to five time more revenue in just a single year. Which is huge. The center point of customer centric policies is customer satisfaction, it drives customer loyalty. A loyal customer base act as a strong foundation or platform at which a business can built its legacy.

Why Customer Feedback Loop is Important?

Moreover the customer loyalty is also important to generate more revenue and to reduce the expenses. According to several studies and market searches it is almost nine to twelve time less expensive to sell to an existing customer rather acquiring a new customer. The loyal customers are also good brand advocate and help promoting a positive brand image. Positive brand reputation further have impact on the conversion rates of other marketing campaigns and a brand with good brand identity tend to yield higher ROIs from their marketing campaigns. Overall the customer feedback is very helpful in making strategies and taking actions to maximize the customer satisfaction which leads to maximum profitability and better expense management.

What is Customer Feedback Loop?

The customer feedback loop is basically a process of getting customer feedbacks then extracting actionable reports from it, then sharing those reports within the business to the concern departments and the management to inspire actions, then providing the customer with the information about the actions that are being taken and how those action will benefit them in future is called a customer feedback loop since the entire process ends from where it is being started so it is also knows as closed loop customer feedback or customer feedback close loop. Businesses are always collecting customer feedback data, it could be from a full-fledge customer feedback system, occasional surveys such as NPS (Net Promoter Score), CES (Customer Effort Score), CSAT (Customer Satisfaction Score), customer’s behavioral data from various touch points, their conversation with the sales and support staff or direct customer suggestions.

What is Customer Feedback Loop?

It is for certain that a good business always have some strategy to collect the customer feedback data by different sources and different channels. Which provide the business with a deeper understanding of their customer’s behavior, needs, expectations, problems and liking/disliking. This data is extremely important to build future strategies and policies which will be more customer centric and will ensure a positive and steady growth in the long term.

The Importance of Customer Feedback Loop

Customer and business relationship is a very delicate relation, same like any other relationship, the customer and business relationtoo requires attention, care and trust. It is extremely important that a business ensure that its customers are getting this impression and feeling. This way the customer will feel more connected to the business. The customer feedback loop is very important as it tells the customers that you are willing to listen to them, you value them and you act upon their suggestions, feedbacks, and concerns. This impression is very strong, if a customer sees that their favorite brand is not only eager to listen to them but their opinion has power to make change, they will start trusting the brand more and they will become more loyal and supportive of the brand. If such customers get any bad experience or will be unsatisfied they will still give the business a second chance as they have trust on it and they would like to be part of it too.

The Importance of Customer Feedback Loop

The customer retention and loyal customers are very important to ensure steady growth. If you will keep losing customers it will be like bucket with a hole in it, no matter how much you pour from your marketing funnel, the bucket will never get full. The customer feedback loop is considered to be a single loop but in reality it acts more like a combination of two loops. One is called the inner loop and the other is called the outer loop:

Customer Feedback Loop: Inner Loop

The inner customer feedback loop is basically the internal loop inside the business, it flow the customer feedback within the internal departments, managements, concern employees and whoever else is relevant to it. Most likely the inner customer feedback loop involves almost everyone who can have any impact on customer experience and customer journey. It includes customer support team, sales staff, product/service development team, design team, marketing & communication, senior management and decision makers. It is extremely crucial that all the departments and concerned employees are getting the same data feed and are on the same page. Only then they can make policies, take actions and do changes that can have a positive impact on customer experience and customer journey.

Customer Feedback Loop: Inner Loop

Customer Feedback Loop: Outer Loop

The outer customer feedback loop is the loop that involves the customers, from submitting their feedback or suggestions to reverting back to the customers with the response and details of actions taken on the bases of their feedback. The outer customer feedback loop is the most popular among the marketers in Dubai and all around the UAE however, both are important to make sure your customers are satisfied. A business and customer relationship relies on good communication as well. It is very important that the business clearly communicate what steps have been taken on the bases of customer’s feedback or suggestion. This will increase their trust on the brand and give them a feeling of being appreciated which will definitely improve their relation, attachment and loyalty with the business.

Customer Feedback Loop: Outer Loop

How to Create Customer Feedback Loop

The customer feedback loop is not as that complicated. It is a simple process of collecting customer feedback, processing it, learning from it, take possible actions accordingly, and then telling your customer what has been done. Here are some simple steps to create a customer feedback loop:

  • Step 1: Collect customer feedback via surveys system, on-site kiosks, emails, online, websites, polls, social media, etc.
  • Step 2: Consolidate all customer feedback data, analyze it and prepare reports for all level of management.
  • Step 3: Share the relevant reports to the corresponding department/employees or management.
  • Step 4: Learn from the data, update strategies, company policy, business processes, products/services, and take action.
  • Step 5: Contact the customers through call center, emails, or social media and tell them what actions has been taken in response of their feedback.

How to Create Customer Feedback Loop

That is it. You got a complete customer feedback loop. This loop is also called a closed customer feedback loop. It is called closed because in this process a business also notify the customers about the actions taken in response of their feedback and suggestions. This really make your customers happy and give them a sense of importance and appreciation. Which further strengthen the relationship.

Why Closing the Customer Feedback Loop is Important?

It is very important that you close the customer feedback loop. Because most of the business in Dubai and all around the UAE are regularly taking customer feedback but are not responding back to them with the changes they have made or actions that are being taken to improve the customer experience and customer journey. In some cases businesses don’t even make any change due to certain reasons, such as it may require huge modifications in the existing business processes and methodologies, or it may involve updating technology or infrastructure or any other action which could be expensive. It is not important that you are turning the upside down of your business, the important thing is as much as you can do. Of course if a customer is suggesting you to cut the price by 80% that is not doable.

Why Closing the Customer Feedback Loop is Important?

However, if a customer is asking for small changes that can easily be done, then you should do it. Then you should inform the customer or all of the customers who have been asking for the same that due to your feedback we made this change and from now onwards you will not face the same issue or inconvenience, etc. Something like that could really make your customers happy. They will feel appreciated and they will know that their favorite brand gives them importance and care for them. That is why closing the loop is equally important as collecting the feedback or acting upon it is.

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

Conclusion

Businesses with customer centric strategies and polices are witnessing rapid growth and huge appreciation in Dubai and all around the UAE. The customer’s behavior, their expectations, the market trends and the entire business dynamics is completely different in this part of the region. The Dubai alone is among the world’s top cities and the country is considered to be the most advanced and modernized country in the entire region. This have a huge impact on the businesses too, the businesses need a completely new strategy to compete in this market. The customers are more demanding and there are tons of option available for them to switch. A customer usually never give a second thought to switching to another vendor or brand if they have a bad experience. This is what makes it extremely important that businesses make sure they are offering best quality service to ensure highest customer satisfaction.

A customer feedback loop is a process that starts from collecting customer feedback and it ends at communicating with the customers and telling then what change has been made to address the problem or concern from their feedbacks. It includes intensive analysis of the feedback, report generation, sharing the data with the concerned departments, management, employees and everyone else who is involved. This provides a deeper insight of the business processes, practices and let the businesses evaluate everything. After that these concerned personals or departments learn from the data and make informed decisions to make change. Then the businesses contact the customers and informed them about the actions taken or changes made in the future strategies and company policies. This whole process is called a closed customer feedback loop. It is very important to build trustworthy relationships with the customers and strengthen the brand image. RSI Concepts is a leading name in customer journey transformation and customer feedback systems. If you need any help or want a quote for the 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.

Check out this blog: Specifications of Wayfinding Kiosks

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Specifications of Wayfinding Kiosks

Posted on September 28, 2021 by admin

Specifications of Wayfinding Kiosks

The wayfinding kiosks are very helpful in improving customer’s experience. The interactive self-service wayfinding kiosk are usually suitable for a large place, mall, office building, university campus or any public place, both indoor and outdoor. When people visits such places they could easily get lost, or it is harder for them to navigate to their destination. Especially when people visits large malls, hospitals, government buildings, events and exhibitions, etc the places are crowded and big, a customer will have to go to several places to achieve their objectives or to avail a service. The digital interactive self-service wayfinding kiosk can be a great help in improving customer satisfaction and customer happiness. A customer or visitor can come to the kiosk, look up for their destination, get a route to their destination on a 2D or 3D map, and the customers and visitors can also get the full directory with contact details and any other required details for each and every part of the facility. This is very helpful for the customers and also for the facility management, it help improving customer happiness and customer satisfaction.

Specifications of Wayfinding Kiosks

Here are some of the most popular functionalities and specification of a wayfinding kiosk:

Interactive Large Touch Screen Based User Interface

For digital self-service way finding kiosks the touch screen is a mandatory feature. Usually the wayfinding kiosks have relatively larger touch screen displays. It is to provide more room for the maps and routes. Basically the user interface or UI is a very important part of customer interaction. The customer experience and customer happiness depends upon the UI, no matter how hard you work to make sure you are offering the high quality digital service, if the user interface to avail that service is not good, the customers will not going to like it. The user interface must have to be simple, easy-to-understand and should offer well-organized information structure. Usually customers and visitors browse through the lists or do searches for their destination. In Dubai and all around the UAE at least all public systems offers two languages, English and Arabic. The interactive self-service wayfinding kiosk must have at least these two language support, moreover other languages can also be added to further improve the user experience.

See Also: How Exhibition Booth Designing Works in Dubai?

Interactive Large Touch Screen Based User Interface

Easy to Understand Floor Plan and Maps

The sole purpose of a wayfinding kiosk is to provide maps and directions. It is extremely important that the 2D or 3D map you are offering is easily understandable. Think of the most average customers and make sure it is understandable for them. The 2D or 3D map should have clear pointer to show the user their current location, then it should have ability to imprint the required route on the map. The color scheme and iconography should be simple. The icons and directional signs should be very clear and distinct. Consider color blind people too and make sure it will be readable for them too. The maps should be showing an eagle-eye view of the entire facility, then it should be able to highlight the destination floor and area, if stairs or lifts are coming in the route, they should be highlighted clearly. All the obstacles and blockages should be updated in real-time. Rectangular maps tend to perform well than square map areas on the screens, it also depends on the orientation of the wayfinding kiosk itself.

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

Easy to Understand Floor Plan and Maps

Here are some key features that you should have in the map:

  • 2D or 3D Map
  • Zoom-in, Zoom-out, Rotate and Orientation controls
  • Animated and Graphical Route
  • Interactive with Markers, signs and Tool-Tips (Detail of each marker or sign)
  • Information Pane (Information about the office, shop, or room, contact details, etc)
  • Multilingual User Interface and Maps
  • Virtual Tour or Real-life Maps (Optional)

These days’ businesses and organizations are also adopting to virtual and real-life 3D tours of the premises. Which is very helpful and help the user to easily navigate through the route.

Contact Directory

The contact directory is also a very basic and important component of the interactive self-service wayfinding kiosk. The contact directory will be different for different applications. For example in case of an office the contact directory will be the directory of the departments and/or rooms with basic information of the service agent/office, contact number, working hours and some businesses and organizations also enlist the pre-requisites to avail the service from that particular office or department. In case of shopping malls, the contact directory would contain the name, contact details, category and timings of the business or tenant. Such details are important and they can save a lot of time and hustle which improves customer experience and customer journey.

Contact Directory

Wayfinding Kiosk Software Specifications

The interactive self-service wayfinding kiosk has a software which comprises of two components, one is the user interface which is available for the customers and visitors on the kiosk and the other component is the back-office which is an administrative dashboard for the management. The software itself is hosted on a server, it could be local or online or cloud server. The administrative dashboard can be accessed through any PC via web browser. The user interface is the client and is accessible through the interactive self-service wayfinding kiosk. The administrative dashboard is a content management system which enables the management to update and upload the 2D or 3D maps on the kiosk. The management can also update other information from the dashboard. Here are the basic software specifications of an interactive self-service wayfinding kiosk:

  • Interactive Customer User Interface
  • Flexible Control Console and Admins Dashboard
  • Efficient Server Application
  • Simple and easy-to-use Content Management System
  • 2D, 3D Maps Support
  • Configurable Maps and Routing Information
  • Simple Contact Directory
  • Information Pane with Real-time Updates
  • Central Information Center
  • Remote Management from Head Office
  • Individual Tenant/Rooms/Sections Registration Portal/Control Panel
  • Multimedia and Adverts Module
  • News and Announcements Section

Wayfinding Kiosk Software Specifications

These are the basic and most important specs of an interactive self-service wayfinding kiosk software. The business and organizations can customize the software to meet their needs and to support their innovative ideas and objectives.

Wayfinding Kiosk Hardware Specifications

The way finding kiosk hardware have two components, one is the digital signage and the other is the computer board.The digital signage is a large size industrial grade display. There are several technologies available, but the most popular are TFT LCD, LED, OMLED, etc. The touch panel usually is a capacitive touch with multi-touch capabilities. Together the display and touch panel form the interactive digital signage screen. The computer board is used to enable the network and functionalities of the wayfinding kiosk. Usually there are two platforms which are most common, the Windows OS and Android OS. The android computer is used for native apps and also for web-based interfaces. The minimum requirements for the Android OS computer are Latest/Updated Android Operating System, Quad-core Processes, 2GB RAM and at least 16GB of Storage. For the Windows OS computer the operating system should be Windows 10 or higher with Core i3/i5/i7 processor, 4/8/16/32GB RAM and 128/256GB SSD Storage. The windows OS are slightly expensive and also more widely used than their Android counterparts.

Here are some basic specifications/features of the wayfinding kiosk hardware:

  • High-end Industrial Grade Display
  • High Quality Capacitive Touch with Multi-touch Capability
  • High-grade Protective Glass Layer
  • 24/7 Operation (Commercial Hardware)
  • In-built Computer Board (Windows or Android)
  • Multiple Connectivity Options (Ethernet/LAN, WiFi, 4G, etc.)
  • In-built Speakers, Cooling Solution and Power Supply
  • Strong and Rigid Body (Usually K Type or S Type Wayfinding Kiosks are Common)

Wayfinding Kiosk Hardware Specifications

These are the minimum specification for the hardware of an interactive self-service wayfinding kiosk. The business and organization can also customize the hardware specification to offer innovative functionalities.

Conclusion

People could easily get lost in the large places, whether it is an indoor place or an outdoor place businesses and organizations have to offer some wayfinding support, either by the staff, or by the digital solutions. The interactive self-service wayfinding kiosks are gaining popularity in Dubai and all over the UAE since past few years. The purpose is to provide the customers a quick and easy-to-access wayfinding service. Usually the malls, big government offices, hospitals, large facilities, exhibitions, parks. Places where a large number of customers is expected and the facility is also big with huge space and different customers would require to reach out to the different sections of the business which are located at distance from each other, for example a shopping mall with having so many different shops and outlets. In such places it is easier for the customers and visitors to get lost. A wayfinding solution not only help the customers and visitors but it also provide businesses and organization a chance to put their communication on it.

The software and hardware are the two components of an interactive self-service wayfinding kiosk. The software has a user interface which is the interface of the wayfinding kiosk, it also have an administrative dashboard which allow the management to update the information and 2D/3D Maps, contact directory and other data on the wayfinding kiosk. The software also allow the remote management of all of the connected wayfinding kiosks and record statistical and usage data which can provide good quality business intelligence too. The hardware is a high quality, industrial grade touch screen display and a computer board to connect the interactive self-service wayfinding kiosk with the server or software. There are two most common types of the computer board, one is Windows OS based board and the second is Android OS based boards. Both are used for different purposes and are suitable for different types of applications and technology. RSI Concepts is a leading interactive self-service wayfinding kiosk provider in Dubai, UAE, if you need any help with your wayfinding kiosk project or want to learn more 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: What to Collect and When with a Customer Feedback System?

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What to Collect and When with a Customer Feedback System?

Posted on September 21, 2021 by admin

What to Collect and When with a Customer Feedback System?

The customer feedback systems have gained huge adoption from the business community in Dubai and all around the UAE since past few years. Each and every industry sector is taking customer’s feedbacks, their suggestions, opinions and information about their experiences. The customer feedback data is very critical for a business’s growth and progress. It highlights the on-going trends, customer perception of the brand, pros and cons of the products and services, effectiveness of the business processes and methodologies, employee performance and much more. The customer feedback systems are used to evaluate the entire business strategy and operations. Business in Dubai and all around the UAE are investing huge sums of hard earned revenues in improving their products and services, efficiency, performance, quality and customer experience, the only thing that can accurately quantify the effectiveness of all these efforts is how your customers are viewing all these efforts, and the customer feedback system is the only tool that can collect this information from your customers.

What to Collect and When with a Customer Feedback System?

Moreover the customer feedback is also very helpful in highlighting the areas of improvements which help business to set up their future strategies and policies accordingly. The customer feedback system is very helpful in identifying the weaknesses and strengths which help businesses to efficiently utilize the resources and improve the overall operational capabilities and cost-effectiveness of all their business processes and practices. There are so many different aspects of customer feedback some are related to the quality of the products, some are to evaluate the employees and some are to assess the customer journey. Overall, all these different types of feedbacks and inputs if used correctly can literally dictate your future policies and enables you to take informed and successful decisions for future.

What are the Benefits of using a Customer Feedback System?

The customer feedback is very beneficial for businesses. No matter how small or large a business is or from what industry sector it belongs to, the customer happiness and customer satisfaction is a key to success. The customer satisfaction can be only achieved if the business succeed in meeting their needs and expectations. And only a customer feedback system provides a deeper understanding of that. Here are some key benefits of a customer feedback system:

  • When a customer knows the business want to listen to them it builds more trust and strong bond between the business and the customers
  • The positive feedbacks help identifying the good business practices and features of your products and services
  • The negative feedbacks identify the areas of improvement
  • A negative feedback also provide a golden chance to resolve the customers problem and save a leaving customer
  • The customer feedback can be used to research for market trends and customers’ expectations
  • The customer’s opinion and expectations can provide ideas for innovation and upgrades
  • The employee performance can be accurately evaluated by the customer feedback
  • The business can make their training program and resource management more affective on the bases of the customer feedbacks and suggestions
  • The customer feedback can be a good performance indicator
  • The business can easily and immediately get alerted when a process or product or service or anything has started failing the customers
  • The business can gain a positive reputation by listening to their customers and then taking appropriate actions to satisfy the customers

What are the Benefits of using a Customer Feedback System?

These are just a few very significant benefits of the customer feedback system. The businesses in Dubai and all around the UAE have revolutionized their business practices, processes and methodologies, products and services and the entire operations on the basis of customer feedback and business intelligence and are enjoying the benefits of steady growth and excellent brand reputation in the market.

What to Collect with a Customer Feedback System?

Now that we have learned the benefits of the customer feedback system the question arises what to collect through a customer feedback system? There are so many different things that can be asked via customer feedback surveys. However there are some major categories or classifications of the customer feedback which are as follow:

Net Promoter Score Surveys (NPS Score)

Net Promoter Score Surveys (NPS Score)

The Net Promoter Score Surveys or NPS Score is one of the most popular customer feedback category. The NPS Score is a single question with a single answer which is usually a range from 0 to 10. The question ask to the customer ‘how likely they will be recommending your business, brand or product/service to others?’ The question is the same the statement could vary from case to case, but the objective is to understand how much a customer is willing to recommend your business to others. That is why it is called Net Promoter Score Survey/Feedback. The answers are then classified into three groups, detractors (from 0 to 6), passive (from 7 to 8) and actual promoters (from 9 to 10). Only the actual promoters or promoters are likely to recommend your brand or products/services to others, the detractors never recommend, and the passive customers also rarely recommend a business to others. The NPS Score is considered to be a direct measurement of the success of business’s efforts to satisfy the customers. Obviously it doesn’t pinpoint the actual cause or reason for promoting or not promoting but it provide an over view of the customer’s mindset.

Customer Satisfaction Score Survey (CSAT Score)

Customer Satisfaction Score Survey (CSAT Score)

The customer satisfaction score survey/feedback is the second most popular customer feedback type. The main objective behind this is to evaluate each and every touch point throughout the entire customer journey. The generic customer satisfaction questions could be anything, the business can ask them about anything. The entire customer journey is set to facilitate the customer, each step, each process is designed to increase customer satisfaction, the service delivery, the service quality and the products each and everything is planned to serve a purpose and to solve a problem your customer might have. The CSAT Score surveys/feedbacks are used to measure customer happiness and customer satisfaction. The questions usually starts with “How satisfied are you….” And then the business mentioned any of its process, product/service, or any touch point from the customer journey. The answer is usually a score gage or rating scale which represents certain ranges of customer satisfaction.

Customer Effort Score Survey (CES Score)

Customer Effort Score Survey (CES Score)

The customer effort score survey or CES Score survey/feedback is used to measure the level of difficulty a customer had to face during the customer journey. It could have generic questions as well as it could have precise question asking them to opine on a specific step, for example, ‘How easy or difficult it was to do the registration process?’ That is just an example, it could be anything else too such as ‘How easy or difficult the online payment process was?’ The purpose of CES Score survey/feedback is to evaluate the convenience and comfort of various business processes and service delivery steps. The business can get a vital insight on customer perception of their efforts and solutions they are implementing to improve the customer journey. The customer effort score is a very crucial feedback matric. The answers usually ranges between very difficult to very easy and a couple of intermediary levels. The customer effort score or CES Score surveys doesn’t measure the customer satisfaction and loyalty, they are only used to measure the ease or difficulty of the interaction.

General Feedback Surveys

General Feedback Surveys

The general feedback surveys are the more traditional customer feedback collection method. It usually contains from four to twenty and even in some cases more questions. These types of surveys are used to evaluate a lot of interconnected touch points and usually used to get a broader view of customer opinion including a lot of different things. Usually the questions are subjected for a single topic each or in some cases a set of questions is used to address a particular topic and then other questions for another topic. The businesses often used conditional logics to take the customer to a particular path to let them express their experience about their customer journey. For example, a customer could be asked to choose from a list and the next question will be based on the customer’s selection and so on and so forth. That is how these surveys are set and the answers to these surveys are compiled in a way to lead the customer to a certain path and keep the feedback concentrated on a certain topic.

When you should Collect Customer Feedback?

Whenever a customer feedback survey is set there is always an objective, the objective is always to obtain certain information on certain topics. For that the timing and the questions are extremely important. The right question at right time will generate good quality feedback data. The customer feedback systems are very flexible for that, businesses can create campaigns and schedule them and businesses can also automate the customer feedback surveys and trigger them on a certain action or input. That is very important to maintain an adequate response rate. If you are asking customer questions at a wrong time, most of the customer might not attempt the survey. And in such scenarios the quality of the feedback is also poor. Here are three major methods to collect customer feedbacks:

Post-Purchase Customer Feedback Survey

Post-Purchase Customer Feedback Survey

The post-purchase customer feedback survey is automatically configured on a customer feedback system and it is taken at the time or immediately after the engagement is done. Usually when a customer gets the service or make a purchase such surveys are conducted. The reason of post-purchase customer feedback survey is to improve business’s relationship with individual customers. The customers are also more likely to take time to provide their feedback immediately or within 24 hours of their engagement. Another advantage of post-purchase customer feedback is that it can provide more accurate data as the customer experience is fairly fresh in their mind so they can provide more accurate data in addition to that the customer response rate is also high.

Periodic Customer Feedback Surveys

Periodic Customer Feedback Surveys

The periodic customer feedbacks are collected after certain intervals. Usually if a customer doesn’t come back after a certain period of time the business should try to reach them out by any medium and ask them to share their feedback. The reason for this customer feedback is to improve customer loyalty and engagement. For certain businesses this period could be different. But there would be a certain frequency at which most customers are interacting with a brand. For example if you are a clothing store, then maybe during certain promotions, events, or seasons you would expect your customer to come back, if they are not coming back you should ask them why they are not coming back or it could be a general satisfaction survey, it depends on the products or services you are offering. That type of customer feedback collection is called periodic customer feedback.

Continuous Customer Feedback Surveys

Continuous Customer Feedback Surveys

The continuous customer feedback survey is the most widely used method for digital mediums such as emails, websites, and social media. Such customer feedback surveys are conducted on regular bases, it could be daily, weekly, monthly or quarterly or even twice a year. The purpose of such customer feedback is to stay up to date with the market trends and every changing customer’s expectations and their needs. These type of customer feedback surveys provide a great insight and business intelligence which is helpful in making future policies and strategic decisions. The continuous customer feedback surveys also increase customer engagements and keep them connected with the brand. The businesses can ask different types of questions. Even if the business is planning for new products or services the continuous customer feedback system can help them to take customer opinion before the launch and businesses can easily adjust their products and services to meet the expectations of the customers.

How to utilize the Customer Feedback Data?

The customer feedback data collection is important and most of the businesses in Dubai and all around the UAE do that. But when it comes to utilizing the data most of the businesses overlooked it. However the customer feedback data can completely transform your entire business, it could give an ideas to innovate product designs and services, it provides details on employee performance and the entire business processes and steps involved in the customer journey. Here are some steps that could be very helpful in improving each and every aspect of your business with the customer feedback data:

Close the Loop

Close the Loop

The closed-loop-feedback is the customer feedback that is being used to resolve the customer problems and complaints. In case of a negative feedback follow up with the customers if possible and let them know what you have done to resolve this problem or what steps are taken so the same issue never arise again. The closed-loop-feedbacks can easily turn a very bad customer experience into a very good impression and the customers can easily switch their mind from being negative to positive and they will start trusting the brand even more. It increases customer loyalty and help businesses building good relationship with the customers.

Improve Employee Performance

Improve Employee Performance

The customer feedback system can easily measure and monitor various employee performance indicators. The customer feedback can provide a wide spectrum of information about the employee behavior their capabilities and performance. Business can use this data to plan training courses for the employee and to encourage them to perform well. The HR department can also conduct feedback and one-to-one sessions with the employees to try to solve their problems and to improve their environment and satisfaction which will eventually improve the customer satisfaction and quality of service.

Improve Services, Products and Customer Journey

Improve Services, Products and Customer Journey

The customer feedback data can easily highlight the strengths and weaknesses of the entire operational process along with the quality of services, products and service delivery mechanisms. This data can be very helpful in taking action to do improvements and make informed decisions about various departments of the business. The customer satisfaction is not only depending on how your customer support or service team is dealing with your customers or how your sales team is handling them, in fact the customer satisfaction is based on the entire performance of each and every moving part in the business. Thus it is very important to evaluate everything and try to resolve as many problems as possible to ensure a smoother customer journey, quicker service delivery and quality of the products and services.

Prepare Analytical Reports and Share Data

Prepare Analytical Reports and Share Data

Any modern day customer feedback system has an in-built data analytical and statistical engine which processes the data and compile various types of reports which are meant to be consumed by various level of audiences within the organization. For example the higher-level management might be only interested in trend reports and a broader picture of the overall performance and customer feedback. However the managers might only be interested in the performance of their department and feedback relevant to them only and so on and so forth. Similarly the individual employee will be interested in the feedback which was submitted during their shift and from their counter. It is extremely important to share the right data with right person and have analytical reports prepared for each audience to let everyone work on their respective jobs or duties to improve their contribution.

Conclusion

The customer feedback systems are very popular among the businesses in Dubai and all around the UAE to collect various types of customer feedback data. The customer feedback data is very helpful in evaluating the current strategies, effectiveness of the business processes, products/services quality, customer journey, employee performance and much more. The customer feedback system are very beneficial and can provide very accurate and important information on a subject. There are different types of customer feedback surveys which are popular and the customer feedback system has capabilities to collect customer feedback, compile the analytical data from the feedback and produce actionable reports. It is important which type of customer feedback you are collecting and when you are collecting it. It depends on a business’s goals, if a business want to evaluate their products and services the feed type and data would be different than comparing to the employee performance evaluation and so on. This guide is prepared to discuss different types of customer feedback which will help business to understand what to collect and when with a customer feedback system. If you have any query or need a customer feedback system for your business, 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: What are the Types of Interactive Kiosks?

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What are the Types of Interactive Kiosks?

Posted on September 15, 2021 by admin

What are the Types of Interactive Kiosks?

These days business in Dubai and all around the UAE are adopting interactive kiosks to provide better experience to their customers. The customers also prefer to have a digital interaction rather visiting the business or organization to get a service done. Whether you are operating in service based industry, retail sector, healthcare sector or any other business sector the interactive kiosk can add value to your customer’s experience and journey. On top of that the interactive kiosks are built on a very flexible platform which enables the businesses to customize the kiosk as per their needs. Thanks to the huge investments in R&D by the multinational manufacturers the interactive kiosk industry have witnessed rapid expansion, growth and innovation in past few years. There are tons of hardware and software accessories available to integrate with interactive kiosks which enable the businesses to offer their services in a very innovative and most convenient way.

What is an Interactive Kiosk?

By definition an interactive kiosk is a computer based work station or a computer terminal that is set up in a public areas. The interactive kiosk is designed to achieve certain tasks and is made available for a large amount of users. Businesses install interactive kiosks for their customers and/or general public at public places where anyone can get easy access. However different industries utilize these interactive kiosks completely differently. Basically the interactive kiosk is a combination of the software and hardware, similar to an ordinary computer the interactive kiosk has a software running on a computing machine along with some hardware peripherals which are designed to obtain certain functionalities and features.

The main objective of having an interactive kiosk is to provide a public computer terminal which can deliver information and allow transactions. However, these days different industries are utilizing this remarkable machine in different ways to facilitate their customers and visitors. The most common example of an interactive kiosk is ATM Machine. The ATM machines provide information to the user and also enable them to make transactions, basically it is an extension of a bank counter.

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

What is an Interactive Kiosk?

Any self-service interactive kiosks requires a strong software along with its all hardware. The software synchronizes all the information between the kiosk and other relevant systems and central information center. The kiosk’s user interface will allow the user to perform certain tasks independently without requiring any help from the staff. Thus the self-service interactive kiosks can operate 24/7 and offer instant service delivery. Which is a great advantage and it significantly enhances the user experience. The self-service interactive kiosk software comes with an administrative control panel which enables the businesses to manage and control the information and functions of the kiosks and also provide them a deep insight of the system and customer interaction via in-built business intelligence collection modules.

What are the Popular Types of Interactive Kiosks in Dubai, UAE?

What are the Popular Types of Interactive Kiosks in Dubai, UAE?

If you are living in Dubai or any part of UAE you will be familiar with interactive kiosks, whether you go to malls, do you phone top-ups, at a bank, a customer service office, retail stores, airports, medical facilities and hospitals, government offices, etc. The interactive kiosks have been integrated deeply in our society. Businesses are utilizing them for a variety of purposes. The competition is very high, the customers have too many options, if a business fails to satisfy them they will immediately switch to others. The interactive kiosks are helping business in building stronger relationships with their customers as well.

Here are some basic and most popular types of interactive kiosks:

1. Self-Service Payment Interactive Kiosks

As the name suggest the self-service payment interactive kiosks are used to do transactions. These types of kiosks can be used at any place where a customer is required to payments. The most widely used example of self-service payment interactive kiosk is the mobile top-ups kiosk, which offer users to top-up their mobile phones using an interactive touch screen interface. The users can make a variety of transaction from these kiosks, such as paying utility bills, paying for overseas and a lot more. The self-service payment interactive kiosks are also used for other applications in public places, government offices, businesses and much more. All businesses who are serving consumers or are operating at B2C business model can utilize the self-service payment interactive kiosks. The term payment interactive kiosks or payment kiosks is a very generic terminology, and it can be used for a variety of different types of the kiosks which are allowing the users to make payments through their interactive user interface.

Self-Service Payment Interactive Kiosks

2. Self-Service POS Interactive Kiosk

The self-service POS interactive kiosks are the kiosk used for POS or Point of Sales. The kiosks are mainly used by the retail sector. Instead of adding more counters the businesses can deploy self-service POS kiosks. The POS Interactive Self-service Terminals or POS Interactive kiosks can offer a variety of services and functionalities. Similar to any counter at a super store, grocery store or any other retail outlet the self-service POS interactive kiosk can also provide the entire check-out functionalities. The customer can check-out without standing in lines. The kiosk have in-built peripherals and hardware accessories such as Barcode Scanner and/or QR Code Scanners, weight scale, RFID, Cash or Credit/Debit Card acceptors etc. These hardware accessories accommodate the self-checkout process. The customer don’t have to wait in long lines, in addition to that the customer have more freedom and flexibility which enhances their experiences. Businesses on the other hand can have a very cost-efficient expansion solution with very low running and maintenance cost which increase their profitability.

Self-Service POS Interactive Kiosk

3. Self-Service Queue System Interactive Kiosks

The queue management system is a great tool to transform the customer journey and customer experience. The self-service interactive kiosks are an essential part of a modern day queue management system. The customers can easily sign-up from the interactive kiosk. The self-service queue system interactive kiosk also provide additional information to the customers and allow them to choose for the right queue which saves a lot of time. The kiosks can also be used for more functionalities to facilitate the queuing and service delivery processes. For example, business can identify the customers using special functionalities of the self-service queue system interactive kiosk. Businesses can also enables the online payment during the sign-up process as per their requirements. The businesses can also use the touch interface for online registration and form submission, etc. and many more functionalities. The self-service queue system interactive kiosk can be customized too to accommodate certain business processes and to offer users with unconventional functionalities.

Self-Service Queue System Interactive Kiosks

4. Self-Service Sign-Up Interactive Kiosks

The self-service sign-up interactive kiosks are usually slightly larger with medium size touch screen display and very common for exhibitions, events, seminars, etc. sign-up and registration processes. The self-service sign-up interactive kiosks have a very simple user interface and some basic hardware accessories which enables the user to sign-up and register by filling in the forms and providing all information through the interactive kiosk. The users can fill-in registration forms, they can scan their Emirates ID card, Passport or any other additional document which is required for the sign-up process. Some businesses also charge registration fee which can also be paid through the kiosk either by integration of the cash acceptor or any other digital payment gateway such as bank POS (for credit/debit cards), digital payment methods and pre-paid cards. For medium and large sized venues the registration and sign-up is a difficult task, it requires the visitors to stand in long queues and businesses would also have to deploy additional staff for the process. However with the self-service sign-up interactive kiosks the visitors and guests can do the registration and sign-up independently and fairly quickly. Which not only make customer experience better but also save a lot of cost of commissioning extra employees.

Self-Service Sign-Up Interactive Kiosks

5. Self-Service Food Ordering Interactive Kiosks

These days almost all popular fast food services in UAE and popular restaurants are offering self-service food ordering interactive kiosks. Studies have shown that it not only increases the sale but it greatly improves the customer experience too.  Most of the time during the lunch breaks or dinner times the food courts, fast food restaurants and such businesses are always full. Adding more counters or expanding the physical space could be very expensive and in some cases might not be possible at all. In such cases placing self-service food ordering interactive kiosks not only help the business to accommodate more customers but it also reduce the customer churn rate. Moreover the trends since past few years have shown us that the customers who are ordering from a self-service interactive kiosk are tend to place bigger orders. The business can also suggest additional items during the purchase process which could also encourage the customers to add more to their order. The self-service food ordering interactive kiosks have great ROI and can easily increase the business’s profitability and revenue.

Self-Service Food Ordering Interactive Kiosks

6. Self-Service Hotel Reception Interactive Kiosk

The self-service hotel reception interactive kiosks are widely used in hospitality industry worldwide and are also gaining popularity in Dubai and all across the UAE since past few years. For hospitality and hoteling industry the main concern is the customer experience and customer satisfaction. The customers don’t like to wait at the reception, instead they want to get served instantly. Similarly for the checkout process the customers want to do it as quickly as possible. The self-service hotel reception interactive kiosks enables the customer/guests to check-in and check-out without any wait time or without any help from the staff. The customer can easily identify themselves by inputting their booking number or any other method of identification can also be used. The self-service hotel reception interactive kiosk can also offer additional features such as passport scan and/or document scan, barcode/QR code scanning, etc. Such features can be used to enhance to facilitate the check-in and check-out process. The software is also capable of integrating with hotel management ERP or PMS (property management system) or any other third party tool via secure web services to ensure the data synchronization and data sharing between the central information center and all other relevant systems.

Self-Service Hotel Reception Interactive Kiosk

7. Self-Service Car Rental Interactive Kiosk

The car rental, limousine and taxi services are widely adopting to self-service car rental interactive kiosks. The main reason is to provide the customer a better experience and instant service delivery. The self-service car rental interactive kiosks also provide a business a chance to expand quickly at lower costs. The interactive kiosk based solutions also enables the businesses to reach out to the markets and locations where they can’t establish a full branch, or where they don’t want to setup a branch. For example for car rental, taxi and limousine service providers opening up a booth or acquiring a small commercial space could be very expensive and it also requires full-time employees which further increase the initial and running cost. However the self-service car rental interactive kiosk can be placed at airports, shopping malls, universities, collages, schools, public places, bus stations and such places. The kiosk doesn’t take much space and its running and maintenance cost is also very low. This provide the business a chance to easily acquire new customers and allow them a presence in unexplored markets. The self-service car rental interactive kiosk can be equipped with online and digital payments as well as cash and other hardware peripherals can also be integrated to meet the needs of registration and/or booking.

Self-Service Car Rental Interactive Kiosk

8. Self-Service Student Enrollment Interactive Kiosks

The self-service student enrollment interactive kiosks are used by the universities, collages, schools and other educational institutions. The main objective is to provide the students and parents a quicker service delivery with the basic student enrollment, admission and information related tasks. Usually for such tasks there are long queues and crowd forms which is not only difficult for the visitors but is also hard to manage for the staff. Especially the students who need to enroll for the semesters or need any other information from the admission department or want to print transcripts or reports, etc. can come directly to the self-service student enrollment interactive kiosk and avail the service and information. The online payment facility can also be integrated in the kiosk to facilitate the fee submission. Moreover the students and parents can also perform other tasks and avail services which are offered by the institution. The self-service student enrollment interactive kiosks are a great tool to enhance user experience. The educational institutions can also save a lot of cost of additional employees and resources by these kiosks.

Self-Service Student Enrollment Interactive Kiosks

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

9. Self-Service HR Interactive Kiosks

Self-service HR interactive kiosks are very useful for the HR purposes. The kiosk is fully integrated with the HRMS (Human Resource Management System) and it can offer a variety of HR services through the interactive touch screen based user interface. The businesses can utilize the self-service HR interactive kiosks to boost the efficiency of the HR department and to improve the employee experience. The self-service HR interactive kiosks can offer excellent employee experience, convenience and a huge cost cut in the HR expenses. The digitalization of the HR services eliminates the need of manual work which requires a lot of human resource as well as other resources. The digitalization also make the entire system agile and very accurate, it almost eliminates the human errors and paper work. The businesses can offer HR services for 24/7 at the most convenient location for the employees. Especially the employee who work off-desk and at remote sites can utilize the self-service HR interactive kiosk to get easy access to the HR services. The HR department can focus more on their primary tasks and be very helpful in improving the performance and operational capabilities of the entire business.

Self-Service HR Interactive Kiosks

Read More: Shifting of business process on interactive kiosk Dubai

10. Self-Service Information Interactive Kiosk

The self-service information kiosks are usually a medium sized interactive signage. The touch screen allows the user to explore and surf through the available information. These kiosks are very popular in the retail and service sectors. The businesses can provide instant access to well-organized information which are useful for the customers. Usually such kiosks are placed at the entrances or in the waiting areas where customers and visitors can acquire relevant information. The kiosks are also very helpful in improving the customer experience. For example a business is offering eight different services, each service required a different registration process. The registration process require certain information, if the business start providing the information through their information centers which usually have limited number of agents/server, the customer will have to wait for a long time to access the required information. And if the customers wait in the long queues to reach to the service counter and then they are being told that they are missing some documents or some information which are mandatory for the registration process it will completely ruin their experience. That is why the information kiosks are widely used in Dubai and all around the UAE.

 

Self-Service Information Interactive Kiosk

Read More: List of Customized Interactive Kiosks Designed by RSI Concepts

11. Self-Service Way Finding Interactive Kiosks

The self-service way finding interactive kiosks are commonly used at facilities with large spaces and multiple levels. Especially in shopping malls and big offices and customer service centers where a different customers are being served at different locations or a single service delivery require a customers to walk through the large indoor space. The self-service way finding interactive kiosks are also very common for outdoor locations and venues such as parks, exhibitions and fairs, etc. The way finding kiosk can provide a variety of information along with the navigation and other useful information. The shopping malls intensively used these types of kiosks for advertisements and marketing purposes. Whenever a user reached to the self-service way finding interactive kiosks they see a 2D or 3D map of the facility and a pointer points out their location. They can also search for their destination and can check various routes to reach there. For example in case of a shopping mall the self-service way finding interactive kiosk can also provide the contact details of the shop or outlet the user wants to find. The malls can also advertise offers by their tenants and other marketing materials. The self-service way finding interactive kiosk can be great marketing tool along with assisting the visitors and improving their experience.

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

Self-Service Way Finding Interactive Kiosks

Read More: Why Interactive Self-service Kiosks are the Ultimate Customer Experience Transformation Tool?

12. Self-Service Customized Interactive Kiosks

The self-service customized interactive kiosks are tailor-made to serve particular purpose. For example a business wants to offer a particular service or functionality which is not available in the regular types they can customize the self-service interactive kiosk to achieve their required functionalities. Each business is different from the other and have distinct approach and methodologies. Sometimes these distinguishing features make the business successful. Hence the business will have to maintain these certain traits throughout their all communication channels and mediums. For such scenarios the customized self-service interactive kiosks can offer a great efficiency and accuracy. The businesses can not only customize the hardware but the software too. The user interface and each and every functionality can be customized to offer the same unique customer experience associated with the brand. The unified customer experience on all communication channels makes customer interaction easier and it also build trust. There are tons of hardware and software accessories which can be integrated to achieve superior customer experience and ultimate operational efficiency of the self-service interactive kiosk.

Self-Service Customized Interactive Kiosks

Read More: 10 Useful Features of Interactive Kiosks

Conclusion

The interactive kiosks are a digital computing machine with ability to interact with its users. This is also known as self-service. The self-service interactive kiosks are based on two major components the software and the hardware. The hardware includes a touch screen and some other peripherals and the software is the computer program which provides a user interface where user can perform certain tasks and the backend or administrative control panel for the administration purposes. The self-service interactive kiosks are widely used in all sectors in Dubai and all around the UAE. They are easy to develop, cost-efficient and require very low maintenance. The businesses are commissioning the interactive kiosk based solution for two major reasons one is customer experience and customer satisfaction and the other is quick and low-cost expansion. There are so many different types of self-service interactive kiosks available in the market, the most popular in Dubai and all around the UAE are listed above. Moreover the leading interactive kiosk vendors in Dubai such as RSI Concepts offers a fully customizable solution to further maximize the efficiency of the system and to offer unconventional features. If you need more help or want to implement a self-service interactive kiosk solution 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: Cons of Manual/Handwritten Customer Feedback

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Cons of Manual/Handwritten Customer Feedback

Posted on September 13, 2021 by admin

Cons of Manual/Handwritten Customer Feedback

The customer feedback is a very important data. It provides businesses with an opportunity to communicate directly with their customers and learn about their opinion, thoughts, demands, and expectations. These days businesses all over the world are switching to digital customer feedback systems rather collecting the feedback with a paper pen/handwritten forms. Similarly businesses and organizations in Dubai and all around the UAE are also seeking digital methods and techniques to collect customer feedback data. The reason why businesses should pay more attentions to the customer feedback collection is that the customer feedback is a very accurate and direct information from the customers. Businesses often overlooked the importance of customer feedback, and even if they are collecting the customer feedback they might not utilize it properly. Any smart business knows how important the customer feedback is for the customer happiness and how it can impact the business. Before the digital era, the customer feedback was collected through printed forms, either businesses were taking feedback when customers are visiting them or either later. Then businesses start using the telephone, later the emails and now a variety of purpose build and customized tools are available to collect customer feedback.

Cons of Manual/Handwritten Customer Feedback

However even in 2021 a huge number of businesses are still taking customer feedback through manual/handwritten forms and surveys. Here are some disadvantages of taking manual/handwritten customer feedback:

Read More: Customer Feedback System and 5 Benefits of NPS

Low Data Accuracy

The manual/handwritten customer feedback collection always has lower accuracy. For manual/handwritten customer feedback collection a sales representative or staff will have to ask your customers and visitors to submit their feedbacks and share their opinion about their experience and quality of service and products or any other topic. The customers are tend to hide their true feelings. It is a human nature that when we are talking to a person we try to avoid highlighting their negative traits. Similarly when a customer or visitor is being asked by the employees to share their experiences they might hide their true feelings or they might try to be more positive. No one likes to be rude with a strangers, even if they know the employees, they will try to be more polite and friendly which will lead to get a biased opinion or even if the customers are truthful they might try to sugarcoat their opinion.

Low Data Accuracy

In such situations when a customer is unhappy they might answer negatively for certain questions, and also try to give rating at few questions too. Similarly when they are happy and satisfied they might exaggerate and answer positively for all questions. Whatever the case is they customers and visitors will try to be more balanced in sharing their opinion. Which results in inaccurate or misleading information. However with a customer feedback system, when the customers are giving their feedback through a digital medium, they are tend to be more honest. As there will be no staff assisting them with the process, so they can be more expressing and truthful with their opinion. The digital customer feedback system is more capable of collecting highly accurate customer feedback data than the manual/handwritten customer feedback collection.

Read More: 7 Benefits of Customer Feedback System

Expensive in Terms of Cost, Time and Resources

Manual/handwritten customer feedback collection is very expensive, take too much time and require a lot of resources. A business must have to appoint fixed staff who reach out to the customers and visitors and ask them for their feedback. This means a fixed amount of staff will be continuously engaged in collecting customer feedback. The businesses always have to allocate resources for training for the staff and other relevant tasks. Manual customer feedback collection requires more time too. For example a five to ten question customer feedback survey could take up to fifteen minutes or even more, depends upon the customers and the staff also. Then the business will also have to manage a team who will process all this manual data and do the data entry. These things makes the customer feedback collection very expensive. The entire process and several other factors affect the quality of the data too. Businesses end up spending a lot more and getting a lot less in terms of quality of the customer feedback data.

Expensive in Terms of Cost, Time and Resources

However, with a digital customer feedback system, there is only initial cost to implement the system. There is very less operational cost. It collects the feedback automatically and it prepares the reports automatically. It doesn’t even require a permanent operator, all the functions can be automated and configured and the system will do the rest. The managers and staff can prepare reports within a few clicks and download also. A digital customer feedback system is far less expensive and more efficient than the manual/handwritten customer feedback collection and it provide much superior quality data.

Read More: Customer Feedback – Best Practices in 2021

The Data Quality is Totally Dependent on Staff, It Lack Security and Contains Errors

The manual/handwritten customer feedback collection method is totally dependent on the staff and doesn’t provide much security. The staff member who are collecting the customer feedback can influence the customer’s answers as well and the staff who is doing data entry can also input wrong or incorrect data which will reduce the accuracy. As the human are responsible for collecting the customer feedback and uploading the data into the system so it requires a lot of human efforts and always have errors. In fact most of the time the errors occurred while uploading the data into the system. Usually businesses use MS Excel or any equivalent program to process and analyze the data which also provide more room for errors. The errors could be due to lack of understanding of the program or the policy and the errors could also occur due to incorrect data entries. Which further dilute the data and sometimes the businesses will have to double check everything, which is also not a guarantee to eliminate all errors and it also costs a lot of time, efforts and resources.

The Data Quality is Totally Dependent on Staff, It Lack Security and Contains Errors

Another very common problem with the manual/handwritten customer feedback collection is the duplication of the data. It is very hard to identify the duplication. The duplication occurs at two places, one is when the data entry operators do the data entry and the major cause is collecting same feedback data from a same customer for multiple time over the duration of the campaign. As during the duration of a campaign a customer might have visit the business for multiple times and sometimes customer tell the staff that they had previously given the feedback and sometime they don’t. Sometimes the staff also collect the feedback twice to meet their daily targets. However the digital customer feedback system doesn’t have any of such issue. The feedback is collected through a digital user interface, which immediately save the input into the database and can prevent duplication as well. The quality of the customer feedback data is highly accurate when collected from a digital customer feedback system.

Read More: How to Calculate NPS (Net Promoter Score) in Customer Feedback System

The Customer Response Rate is Low

Whit the manual/handwritten customer feedback collection the customer response rates are always low comparing to a digital platform. There are two major factors, one is that customers and visitors who got a service or made a purchase are always in hurry, and especially in case of service based industries the customers who had to wait in the queue also will always prefer to leave as soon as the service is delivered. The second factor is the staff. For example a business has appointed 10 trained employees to collect customer feedback manually. In case when there are less customers these 10 employees could have better chance to intercept each of them, when there are more than average customers or during the busy hours, these 10 employees will not be sufficient to intercept each customers and request them for the feedback, this reduce the customer response rate. Either a customer have already spend too much time or either they have never been asked to provide the feedback, in both cases the business will end up collecting very less number of feedbacks comparing to the number of customers they are serving in a day.

The Customer Response Rate is Low

The customer feedback survey also impact the response rate. If your survey contains too many questions, even if your employeessucceed in intercepting the customer and the customer initially got agree for it but when the customer will see too many questions most of the time they refuse, else they just try to finish it as quickly as possible and don’t provide thoughtful answers. However, in case of a digital customer feedback system the feedback collection mediums are either fully digital or by self-service kiosk/touch screens. The digital platforms provide the customer with the flexibility to do the customer feedback survey at any time. They are not bound to stay at the business, in fact they can do it from their mobile phones or computers too. This results in better customer response rate and it also provide more accurate data. As the customer are not facing any employee so they would be more honest in expressing their feelings and opinion. The customer feedback systems are much better in getting higher response rate at lower cost that is why the ROI of a digital customer feedback system is always high.

Read More: Importance of Customer Feedback System in Public Sector UAE

Report Creation, Data Analysis and Sharing is Difficult

In case of manual/handwritten customer feedback the report creation, data analysis and data sharing is very difficult. The very first step is to manage the physical papers/forms, then it comes to the uploading of the data in the system. Mostly businesses in Dubai and all around the UAE prefer MS Excel for such processes. The data upload is a very time consuming task and also require a lot of human resource, which impact on the campaign budget and make it more expensive. However once the data is uploaded it is still in raw format. In order to be able to utilize the data for sharing with the management and decision making, evaluation or other managerial tasks, the data must be processed, analyzed and compiled in the form of actionable reports. Which again is a very time consuming task, it is worth mentioning that the MS Excel program also has its limitation. Usually the reports compiled through manual processing are difficult and lengthier. Which also makes it difficult for the management to act upon. A lot of room is there for errors and duplication which further reduces the accuracy and effectiveness of the final reports.

Report Creation, Data Analysis and Sharing is Difficult

However in case of a digital customer feedback system the data analytical engine do the job. It can prepare reports as per the preconfigured formats and it also provide facility to customize the reporting format as per the needs and requirements. The digital customer feedback system also provide options to customize the reports and it also provide facility to integrate the customer feedback data and reports with other systems via APIs Integration. The data sharing is much easy and the reports are highly accurate and completely customized. The reports are also available in multiple different data and visual/graphical formats which makes it easier for the higher management to understand the trends, overall behavior of the customer and progress.

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

Conclusion

The customer feedback is a very important data and it provides a deeper insight to the customer’s perception of the brand. Earlier businesses were collecting customer feedback using various manual methods, the most commonly used method was manual/handwritten customer feedback collection. The manual/handwriting customer feedback collection method is old, provide less data accuracy and it is very expensive. It requires a permanent trained staff to collect the customer feedback from the customers and visitors manually. It is a human nature that when we are talking to a person, we act in a more polite and calm way. There are tons of more variables which can have a great impact on the customer feedback and they might not express themselves more openly. The ultimate goal is to understand what is in your customers’ minds. When businesses collect the customer feedback they will have to put it into a system where they can process the data and produce actionable reports. That too is a very costly process and require a lot of resources. Another biggest hurdle is the manual data entry itself. As the entire process is totally dependent on the humans so human errors are very common which reduce the quality of the data.

In case of a digital customer feedback system there is no such problem. The data is well organized and collected automatically through digital mediums which not only increase the quality of the data but also increase the customer response rate. The customer feedback systems are more cost-efficient and provide good quality data. RSI Concepts is a leading customer satisfaction solution provider and our digital customer feedback system is very popular among SMBs and large enterprises. If you need a customer feedback system feel free to contact us through Contact Us or leave a comment in the comment box below and we will get in touch soon.

Check out this: Why Interactive Self-service Kiosks are the Ultimate Customer Experience Transformation Tool?

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

Posted on September 8, 2021 by admin

Interactive Self-service Kiosks

The interactive self-service kiosks are gaining popularity in Dubai and all around the UAE. The self-service kiosks are popping up everywhere from airports to clinics, and from banks to government office, businesses and organizations are utilizing the interactive self-service kiosks to transform the customer experience. The interactive self-service kiosks has features of a traditional vending machine and a powerful modern communication tool. This fusion makes them more effective and impactful. The customers are also embracing the technology, in fact in Dubai and all around the UAE the technology have become an integral part of our daily lives. The digitalization have become more common since past two years, people are now much more familiar and adoptive towards the technology. The customer experience have also become the first priority of the businesses, the market trends, tougher competition and demanding customers literally compelled the businesses to focus more on customer experience.

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

Actually a good customer experience is extremely crucial for a business’s growth and success. The good customer experience and customer journey makes more loyal customers, the customer loyalty plays an important role in growth and sustainability. It is nine to twelve time more expensive to acquire new customer comparing to the cost of selling to the existing customers. That is why for growth and profitability the customer retention and customer loyalty is very important. Moreover the loyal customers are tend to be a good brand advocate and help promoting a positive brand image. Brands with positive brand identity tend to do well with their marketing and get higher ROIs. Which also impact the profitability and growth. That is why customer experience is very important and the interactive self-service kiosks are a great tool to provide ultimate customer experience to your customers.

Why an interactive self-service kiosk is a great tool to transform customer experience? Here are some reasons:

Reason No. 1: Interactive Self-Service Kiosks Offer 24/7 Service Delivery without any Wait Time

The wait time is one of the most critical factor for making or breaking customer experience. The studies have shown that a customer could wait for only 13 minutes without getting anxious or worried, any time after that will add to their anxiety, stress and negative emotions. If a customer will have to wait for a long time let say, an hour, they will end up reaching the counter already annoyed, depressed and anxious, it will ruin their customer journey and experience. Moreover it will be extremely harder for the agents/servers to make such customers happy and satisfied. So, long wait time can completely ruin the customer experience. Usually for the offices and organizations who operate during day times, most of the customers came from work, some came for the task only, some took half day off or whatsoever the case is, waiting is something no one likes. No one wants to stand in long queues, or wait in the waiting areas, everyone want to get the server instantly as they arrive at the business.

Interactive Self-Service Kiosks Offer 24/7 Service Delivery without any Wait Time

These days every customer wants easy access to the business, instant service delivery and 24/7 availability. Businesses and organizations cannot keep their offices and branches open for 24/7, that is simply too expensive. However the interactive self-service kiosk can remain in service for 24/7. The system if fully automated, doesn’t require a staff or attendant, can remain open for 24/7, doesn’t need weekends or holidays, and doesn’t get any impact of work load, keep running smooth and active all the time. Doesn’t have any effect on the customer journey and customer experience under high work load conditions.The consistency in the customer experience and high availability and access to the services enhances the customer experience and results in higher customer satisfaction.

Reason No. 2: The Interactive User Interface (UI) Simplify Customer Journey

The interactive self-service kiosks have a digital user interface which can be customized to meet the needs of the customers. All the services offered through the interactive user interface can be configured and optimized for exclusive and unique customer experience. The user interface of any application is crucial for its success. When it comes to interactive self-service kiosks the user interface plays the same role. The user interface should be able to provide easy navigation and simpler customer journey. If the customer journey is too complex or too long then the customers might quit half-way through. This will discourage customers to approach the self-service kiosk instead they will prefer to avail service through customer service center. However, with the interactive self-service kiosk, the user interface is usually based on a touch screen, which not only simplify the interaction but also help businesses to make it more engaging and interactive.

The Interactive User Interface (UI) Simplify Customer Journey

The interactive self-service kiosk can provide awesome user experience with ability to interact using a touch screen. The businesses can also offer a lot of information, step-by-step instructions and even multimedia content such as videos and animations. Which is a great way to educate your customers. Most of the time since the services are already digitalized and the process is automated so a lot of service delivery steps are being removed, most of the work is done by the interactive kiosk application, and the customer will only asked to input simple information. That over simplification of the customer journey is what attracts customers and improve their experience.

Reason No. 3: Transform Customer Experience with Purpose Made Interactive Self-Service Kiosks

The interactive self-service kiosk industry have grown rapidly in past few years. Now a days, the manufacturers and vendors are providing purpose made or industry specific solutions which are more efficient and more user friendly. This feature allows the businesses to easily digitalize a lot many services which were previously delivered manually by employees and customer service agents. It is not only cost-efficient for the businesses but it can also ensure the customers will get ultimate user experience by integrating all software or hardware features required for those services. Which makes the service delivery process more convenient, easy and quicker.

Transform Customer Experience with Purpose Made Interactive Self-Service Kiosks

Here are some examples of the most popular purpose made interactive self-service kiosks:

Interactive Self Service Kiosks

The interactive self-service kiosks are designed specifically to allow the customer to perform certain tasks by themselves which were earlier performed by the agents/servers or staff. These kiosks are further sub-categorized as per their application for many industries:

  • Self-Service Payment Kiosk: This kiosk allows the customers to pay bills, make transactions, and pay fees through the self-service interface. The payments can be done by Credit/Debit Cards, Cash Deposit, Digital Mediums (Google Pay, Apple Pay, and Samsung Pay, etc.
  • Self-Service POS Kiosk: The POS self-service terminals are for the retail store where customers can scan the barcode/QR code of the item and then pay for their purchases.
  • Self-Service Queue System Kiosk: This kiosk is used to sign-up for the queues and it can provide facility to choose service, scan QR codes, print tokens, etc.
  • Self-Service Sign-up Kiosks: These kiosks are usually used to sign-up for the events and exhibitions, the customers can also make payments (if needed), and they can also print tickets.
  • Self-Service Food Ordering Kiosk: These kiosks are used at food courts, fast food restaurants and ordinary restaurants. The customer can browse through the entire menu, select items, place orders and make payments from the kiosk.
  • Self-Service Boarding Kiosk: These kiosk are used at airports to provide self-service boarding service. The customers can scan, barcodes, QR codes, passport and ID whatever is needed and can print their boarding pass without waiting in the long queues.
  • Self-Service Hotel Reception/Check-in Kiosk: These kiosks are used by hotels and motels who placed them at the reception, the customer can check-in through the kiosk and perform all tasks that are needed for check-in including document scanning and payment.
  • Self-Service Car Rental and Taxi Ordering Kiosk: These kiosks are usually placed at airports and mass transit stations. The customers can book a rental car or a taxi/limousine service from the kiosk and they can also make the payment for the service through the kiosk.
  • Self-Service Student Enrollment Kiosks: These kiosks are used by colleges, universities and schools, students and parents can enroll for a semester or course and the student can also access their student portal and avail other services such as changing the course, selecting the course, or making payment for the tuition fee or such functions.

Interactive Self Service Kiosks

These are just the most popular applications of the interactive self-service kiosks. There are too many other application too. In addition to that the interactive self-service kiosks are highly customizable so a business can customize the kiosk by adding any feature from any type and innovative their own unique solution for their specific needs.

Self-Service Information Kiosks

The self-service information kiosks are used to provide information for the customers or visitors. Usually these kiosks provide all the information which is also provided by the information desk, but the customers can easily browse through various content to get precise and most updated information they are looking for. The major application for self-service information kiosks are:

  • Shopping Malls
  • Government Offices
  • Healthcare
  • Museums and Libraries
  • Etc.

Self-Service Information Kiosks

Self-Service Way Finding Kiosks

The self-service way finding kiosks are based on 3D modeling and mapping technologies. The kiosks are used at malls, government and public offices, usually multi-story public areas and large indoor or outdoor spaces, exhibitions and fairs. The purpose of these kiosks is to provide the customers the details of their current location and provide them with the help and route for their destination. For example if a customer is in a big shopping mall and they are at the north side and they are seeking a store which is at south side but on a different floor, the customer will have to find the shortest way to reach it. Which can be provided by the self-service way finding kiosk.

Self-Service Way Finding Kiosks

Self-Service Internet Kiosks

The name explains itself very well. The self-service internet kiosks are used to provide internet service to the users. Usually such kiosks are placed in airports, mass transit stations, libraries, parts, project sites, etc. The service can be offered for free or can be charged using credit/debit card and/or cash. These kiosks usually also contain physical keyboard and tack pad for better internet browsing experience. These kiosks are also used in places where the wireless network is not available or not permitted, so the people can have access to the internet using the self-service internet kiosk.

Self-Service Internet Kiosks

Self-Service Digital Signage Kiosk

The self-service digital signage kiosks are basically digital signage with interactive features and user interface. These types of kiosks are mostly used by the retail sector. They are used to provide detailed information about the product and also run adverts, if a customer liked an ad and want to know more about the product, they tap on it, they can get more information, and they can share that information to their smartphones, emails, or mobile apps. These types of kiosks are used to increase in-store sales. The self-service digital signage kiosks are usually very large and can attract more customers easily.

Self-Service Digital Signage Kiosk

These all above mentioned types of interactive self-service kiosks are designed to improve customer journey and customer experience. The purpose made or industry specific approach makes the interactive self-service kiosk more effective and efficient.

Reason No. 4: Interactive Self Service Kiosks Provide Personalized Experience and Collect Customer Feedback

The interactive self-service kiosks are also very good at providing personalized customer experience. As the customer interface is configured and linked with the customer data and other databases, it can fetch information about the customers, their purchase behavior, their last purchases, their current service subscriptions, and so on. Such data help businesses to not only personalize the customer experience but it is also very helpful for suggesting more relevant products and services to the customer and increase the chances of conversions. Moreover the welcome screens, the messages, instructions, and even in some cases the entire customer dashboard can be customized as per the customer’s preferences and their behavior to provide them with a highly personal user experience. Customers like the personalized user experience, every time they see a statement or message addressing to them, they feel more connected to the brand. This makes them happy and more loyal to the business.

Interactive Self Service Kiosks Provide Personalized Experience and Collect Customer Feedback

Similarly the customer feedback is a very useful tool to improve customer experience and customer journey. The businesses often take customer feedback form various mediums and channels. The interactive self-service kiosks are a great medium to collect customer feedback. Immediately after finishing the process on the self-service kiosk the customers can be asked to share their opinion or suggestion or feedback. As there is no human asking them for the feedback or their opinion, people tend to be more honest while giving their feedback from a digital medium. Moreover as there is no queue behind or customers are not already exhausted after the long queues the response rate for the customer feedback from an interactive self-service kiosk is very high. When a business collect customer feedback it gives them an impression that the businesses wants to listen to them. This also induce a sense of connection and loyalty and help improving customer relationship with the brand and enhance their experience.

Reason No. 5: Interactive Self-Service Kiosk Can Provide Valuable Business Intelligence

The business intelligence is basically the system usage data, stats about various touch points, and also the customer feedback. You must be thinking apart from customer feedback how the system stats and analytical data can improve the customer experience. Well, you are partially correct, as the stats and analytical data is collected by the interactive self-service kiosk software at the background, nothing is visible to the customers, and it also doesn’t affect the customer experience. However, this data is very valuable for the future. Businesses should base their future strategies and decisions on the bases of statistical and analytical data and customer feedback. The interactive self-service kiosk can be a great source of business intelligence. It can record data from each touch point. It can capture the details and statistical data for each and service delivery step. Moreover this data can be processed and compiled in the form of reports. These reports make businesses able to take informed decisions and build successful future strategies.

Interactive Self-Service Kiosk Can Provide Valuable Business Intelligence

The customer feedback can highlight the areas of improvement throughout the entire customer journey and also in the products and services. The businesses can know which products and services are more popular and which aren’t. Which features of a particular service or products are liked by the customers and which aren’t? What customer expect from the business and what do they need? These all information are very vital in making strategies for future. The analytical and system usage data can also highlight various issues. For example, at what point in the customer journey most customer quit continuing. What steps are taking more time and why? How much average time is required for a particular task or function? The information about the busiest and least busy times/hours and so on. These information can provide a deeper understanding and insight of the customer experience and customer journey. With the help of this data the businesses can take steps to improve the customer experience. That is how the business intelligence can be helpful in improving customer experience at interactive self-service kiosk.

Conclusion

The interactive self-service kiosks are the ultimate customer experience transformation tool. The thing that affects the customer experience the most is the wait time, the interactive self-service kiosks reduce it to literally none. The customers and visitors can go to an interactive self-service kiosk to get instant service without any help required from the staff or servers/agents. Unlike the customer service centers or offices the interactive kiosks can operate 24/7 and provide continuous services without any interruption. The services and service delivery steps are digitalized for the interactive self-service kiosk which makes the customer journey shorter and easier. Which also improves customer experience. The customer experience can be further improved by implementing customized or purpose made solutions. There is a wide variety of purpose-made interactive self-service kiosks available in the market, which allows the businesses to choose the most compatible kiosk to ensure the ultimate user experience.

Moreover the interactive self-service kiosks can also provide personalized customer experience which helps building strong relationship between the customer and the brand and increase customer loyalty. The business intelligence and customer feedback data provides a deeper understanding of the customer journey and customer experience. Businesses can utilize this data to further improve customer experience. RSI Concepts is a leading name in customer satisfaction and customer experience transformation industry in Dubai, UAE. If you are looking for an innovative solution to transform your customer experience, 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: What are the best devices to be used for Customer Feedback?

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

Posted on September 2, 2021 by admin

The best devices to be used for Customer Feedback System

Now a days the customer experience and customer satisfaction is everything, business are investing heavily in customer satisfaction solutions. In Dubai and all around the UAE the businesses have become more customer centric over the past few years. That trend is not just limited to UAE but in fact it is global. The businesses are putting customers at their core and everything circles around the customers. That is why businesses keep improving their business processes, service delivery strategies, IT and Infrastructure, quality and features of the products and services and much more. Businesses are investing huge revenues in customer journey transformation tools and customer satisfaction solutions. These days all modern software, tools and systems have in-built data analytics and statistics features which provide the business management with brief reports of the overall performance of the system or tool. However, the actual measurement of the performance of any of these is the measurement of the customer satisfaction and customer happiness.

Customer Feedback System

The question arises, how a business can know if the customers are happy and satisfied? Will the increase in sales could be the indicator, will the decline in complaints could be the indicator of the progress in right direction? The simple answers is yes, these are and many others too are the indicators, but they are not very precise and accurate, and they provide only a limited data and doesn’t provide any info about customer’s actual emotions. The only best way to know how your customers feel about your brand and how much happy or unhappy they are with the business is to ask them. That is why the customer feedback is considered to be the most accurate and valuable performance data. Which not only provide a deeper and most accurate understanding of customer’s perception of your brand image, but it also provide you any other details you want to know, such as ongoing market trends, what your customers are expecting form you, what products they like and why and what they don’t like and why, these all details will only come from the customer feedback campaigns.

Here are some of the best devices to be used to collect customer feedback:

Collect Customer Feedback with a Push Button Happiness Meter

The push button type happiness meter is a wireless customer feedback collection device. The feedback terminal is always placed at the very exact point where the customer is interacting with the business or organization. That is a very old form of collecting customer happiness data, but still very popular and effective in certain scenarios. Usually the push button happiness device or terminal is placed at the most busy places, where a huge number of customers is to be expected, for example at the airports, mass transit stations, stadiums, parks, malls, etc. The reason why business and organization uses the push button happiness meter is to collect more feedback. As the system allows only one questions, so the feedback is simple and quicker. The customers don’t have to fill-in any data or their identity or mobile number, etc. all they need is to have a look at the question and simply push the button. Usually these devices are designed in different configurations, it depends upon the questions.

Collect Customer Feedback with a Push Button Happiness Meter

Mostly the push button happiness meter device comes with 2 button with ‘yes’ and ‘no’ options. But now a days the 3 button and 5 button variants are also gaining popularity in Dubai and all around the UAE. The 3 and 5 push button configuration is usually used for happiness meter, where the business or the organization wants to measure the level of happiness or unhappiness too.

Here are some advantages of a push button happiness meter:

  1. Extremely Cost-Efficient
  2. Ready-to-use, plug-and-play setup
  3. Single Question Results in More Turnover
  4. Custom Branding can be Used on the Devices
  5. Wall-mount, Floor Standing, Tabletop Installation
  6. 3G/4G Wireless Setup
  7. Battery Operated (Long Battery Life)
  8. Easy Feedback Submission
  9. Online/Cloud Based Administrative Panel
  10. Simple and Easy Data Collection and Report Generation

These are some key benefits of using a push button happiness meter. It is very useful when collecting customer feedback from a huge audience. The administrative admin panel is extremely simple and the data collection, report generation and data extraction/download is very easy. The operational or running cost is also very low. Overall the push button happiness meter customer feedback collection tool is a very cost effective and efficient device to collect customer feedback.

Collect Customer Feedback with a Tablet Kiosk

The customer feedback collection with a tablet kiosk is very simple and provide a lot more options comparing to the push button type happiness meters. A tablet kiosk consists of an ordinary tablet whether Android based or Apple/iPad based, which is installed in a mount, stand or enclosure. The customer feedback system has either an application which is installed on the tablets or it has a web-based interface/web-app. In either case the Android Tablet or Apple iPad is programmed and prepared in a way that is can operate automatically at its own without any help from the staff. The touch screen provides a user interaction interface where users can submit their feedback. As the touchscreen tablet is a very advanced platform it can provide a variety of options and business can have happiness meters, customer surveys and input fields to collect different data types. The business can ask the customers to fill-in as many details as they want, the touch-screen interface also allows an on-screen keyboard which enables the customers to submit their feedback in plain text format. It means the customer can also type their opinion, suggestion or comments and it will be stored in the system along with the other feedbacks. The customer feedback could be a single question, two question or multiple questions based long surveys. The tablet kiosk supports all.

Collect Customer Feedback with a Tablet Kiosk

In Dubai and all around the UAE there are certain types of customer feedbacks which are most common and considered to be more effective such as:

  • Customer Happiness Meter
  • NPS or Net Promoter Score Survey
  • CSAT or Customer Satisfaction Survey
  • CES or Customer Effort Score Survey
  • General Customer Happiness Survey (Multiple Questions)

The tablet kiosk supports all these types of surveys. Which allow the businesses to use a single device for multiple campaigns at different times and provide more comprehensive customer feedback data.

Here are some key benefits of the customer feedback system with tablet kiosk:

  1. Very Cost-Effective
  2. Easy to Implement
  3. Ability to Collect Multiple Question Based Feedbacks
  4. Excellent Choice for Short and Medium Sized Customer Surveys
  5. Ability to get Textual-Based Inputs/Comments of the Customer using On-screen Keyboard
  6. Graphical Interface Attracts More Attentions and Increase Response Rate
  7. The Touch-screen Interface of the Android Tablet or Apple iPad Enhance User Experience
  8. Provide More Control over Surveys and Questions
  9. Customizable Surveys and Questions
  10. Customer Feedback Campaigns can be Scheduled
  11. More Data Collection and Ability to Generate Detailed Reports
  12. Remote-Management and Ability to Connect to both Online and Offline Networks
  13. Ability to Connect the Entire Organization and Its all Branches via Head-office Admin Panel
  14. Ability to Host Different Customer Surveys and Campaigns on Different Tablet Kiosks
  15. Easy and Cost-Efficient Expansion and Scalability
  16. Ability to Integrate Email and SMS based Notifications and Alerts
  17. Can be Placed at Each Counter, Entry/Exit Points, and any Convenient Location
  18. Simple and Easy Connectivity via WiFi, LAN and 3G/4G
  19. Very Low Maintenance is Required
  20. System Integration Enables to Link the Customer Feedback Data and/or Interface with Other Systems, Tools and Central Information System

These are some of the advantages of using a tablet kiosk with a customer feedback system. As the system is very flexible towards customization and modifications, so business can innovate their own methods and techniques to improve the response rate and the quality of the customer feedback.

Collect Customer Feedback with Smartphones and Mobile Devices

The smartphones, tablet and mobile devices have become extremely important. In Dubai and all around the UAE people tend to spend hours on their mobile devices and smartphones. In fact all over the world, the use of mobile devices and smartphones to surf the internet have surpassed the usage of conventional computers and laptops. This is how the smartphones and mobile devices are taking over the online domain. Business really need to focus more on mobile apps. The smartphone is a very useful device with very high response rate for customer surveys and feedbacks. The businesses can collect feedback using their smartphone apps or using online survey links which are optimized for mobile devices. Even businesses can do surveys and collect feedbacks using the SMS feature. The customers love to have interaction with their business through their smartphones. Some businesses are already offering smartphone applications to their customers and visitors for various other purposes.

Collect Customer Feedback with Smartphones and Mobile Devices

The customer feedback system can be integrated with the existing smartphone apps to enable the customer feedback module on the smartphone apps or the businesses can share online links for mobile devices to collect the customer feedback. The customer feedback can also be collected through SMS.  Using smartphones and mobile devices for customer feedback is very cost-efficient and convenient for the businesses.

Here are some advantages of integrating a customer feedback system with smartphones:

  1. Very Cost-effective
  2. Easy to Implement
  3. Customers can give their Feedback using, Smartphone Applications, SMS, Online Links, QR Codes, etc.
  4. Instant Feedback Using QR Codes
  5. Post-Sales Feedbacks
  6. Reminders, Alerts, Status, Follow Ups and Personalized Communication
  7. Provide Customers with a Highly Personalized User Experience
  8. Short, Medium and Long Size Surveys have Better Response Rate
  9. Allow Customers to Attach Documents, Photos, Files, etc. along with their Feedback
  10. Equally Effective for all Types of Customer Feedback such as Happiness Meter, Rating Scale, NPS, CSAT, CES, and General Purpose Surveys
  11. Collect More Statistical Data and Gather In-Depth Business Intelligence
  12. Easy to Link and Synchronize Data with other Enterprise Tools and Systems
  13. Simple Campaign Management, Survey Creation, Broadcasting and Data Collection
  14. Low Maintenance and Less Operational Expenses

The smartphones and mobile devices are very common and used by everyone. This is why collecting customer feedback using smartphone and mobile devices is a lot easier, and have better response rate. Sometimes the customers avoid sharing their opinion face to face so such electronic mediums and devices are a great alternate to encourage more customers to share their experience with the business.

Conclusion

These days the market trends are much more customer centric than ever before. The businesses are investing huge in customer satisfactions solutions, the only way to evaluate these investments and efforts is to ask the customers that if they liked them or not. The customer happiness and customer satisfaction is the key to success. In Dubai and all around the UAE the competition is very high. If a customer had a bad experience they don’t even give it a second thought and switch immediately. That is why it is extremely important to listen to your customers and act accordingly. The customer feedback is important and more important is that you get accurate and precise data from the feedback to make informed decisions and successful strategies. There are different types of the customer surveys and different mediums to get the customer feedback. These mediums and devices are the one who can determine the failure or success of the customer feedback collection campaign.

In this blog we have listed three main devices, the push button happiness meter, the interactive tablet kiosks, and the mobile devices. These all are most popular and commonly used devices for customer feedback collection. The customer feedback can also be collected from other devices and mediums such as Self-service kiosks, web portals, emails, etc. However these three are dedicatedly designed devices for the sole purpose of collecting customer feedback only. So, the response rate is highest than other mediums and platforms. Each device have its own application and perform well in certain scenarios and for certain types of customer feedback collection campaigns. The customer feedback system is the software program that run on the backend of all these devices and collect data. Later that data can be processed and extracted in the form of reports and these reports will provide a valuable insight to the customer behavior, expectations, liking, disliking and their demands. On the bases of that knowledge the business can make future strategies and changes in its practices and processes to maintain the highest level of customer satisfaction to ensure growth and progress. RSI Concepts is a leading brand in Customer Feedback System providers in Dubai, UAE. If you need any help 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: Importance of Customer Feedback System in Public Sector UAE

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What are the Necessary Features of Food Ordering Kiosk?

Posted on August 29, 2021 by admin

A self-service food ordering kiosk is a big touch screen kiosk which includes the entire menu and allow the customers to order their food and drinks through the touch screen interface and let them make payments through their debit or credit cards. In Dubai and all around the UAE the restaurants and fast food services are rapidly adopting to self-service food ordering kiosks. The main reason of this adoption is to maximize the customer experience and make the customer journey easier for them. Along with that the self-service food ordering kiosks are also generating good amount of revenue.

Several studies have suggested that the people tend to prefer the self-servicing rather than waiting in the long queues. On an average if a restaurant or fast food service implement a self-service interactive kiosk, they will going to get a rapid hype in the sales of about 20 to 60 percent per month. The statistical data have shown that the customers tend to spend more per order amount when they are placing an order on the self-service food ordering kiosk. Especially the quick-service restaurants with higher footfalls, the interactive self-service food ordering kiosk is a great solution to maximize the customer satisfaction and reduce the wait time.

What are the Necessary Features of Food Ordering Kiosk?

Why Interactive Self Service Food Ordering Kiosks are so Successful?

There are two major factors that lead to the success of the interactive self-service food ordering kiosk. First is that it reduces the wait time and the second is that it provides more freedom to customers to choose from the entire menu. Wait time is very bad for customer experience and customer satisfaction. It is an estimate that normally a customer can wait up to thirteen minutes in any service based industry before getting upset or annoyed about the queues. In food industry that time is even less, sometimes there are certain circumstances that can help you scoring more leads, but normally when a customer sees a long queue, they either look up for the alternate.

Why Interactive Self Service Food Ordering Kiosks are so Successful?

As in Dubai and all around the UAE the food industry have grown a lot, so there are restaurants and cafes everywhere. If you will fail to satisfy your customers they can easily go to another store/restaurant. That is why wait time is very important. People also tend to buy more from self-service interactive food ordering kiosks, as it provide them easy access to the entire menu and they can also take time to choose any item. So, when people are ordering from the food ordering kiosk, they also choose some desert or small item along with their primary food order. Which increases the sales and help business generating more revenue.

See Also: How Exhibition Booth Designing Works in Dubai?

What are the Necessary Features of a Successful Food Ordering Kiosk?

What are the Necessary Features of a Successful Food Ordering Kiosk?

Many businesses have this question, as when you see any food ordering kiosk from the outside, they all look almost the same. However there are certain features that can significantly boost the customer experience. The interactive self-service food ordering kiosk are also used to maximize the operational efficiency of the restaurant. It should be able to support the staff to conveniently handle the crowd and enable them to process each order with more accuracy and speed. Here are some key features which will influence the performance and revenue generated from the interactive self-service food ordering kiosk:

1. Excellent Touch Screen Size

The touch screen is the most important component of any interactive self-service kiosk. For ordinary applications the screens are kept small or medium, for example for the HR operations the screens are usually small or medium sized. However when it comes to generate sales and leads from the interactive self-service kiosk, the more is the better. For food ordering kiosk the screen size should be adequately larger. The larger is better and it provides more space to put useful information. The menu can be displayed with more visibility, more product details can be listed and the customer can view more products in a single screen, above the fold. Usually it is ideal to not to have any scroll on the menu, and all the products should be listed above the fold.

Excellent Touch Screen Size

The quality of touch should be excellent. As customers will frequently touch the screen in order to go through the food ordering process, so the touch quality matters a lot. There are different types of touch screen displays, the two most common are IR Touch and Capacitive Touch. The IR Touch is very successful for industrial use, however for consumer applications, the Capacitive Touch is always recommended. The capacitive touch is almost similar to like of your latest smartphone, it is very sensitive, and it allows multi-touch facility and is very accurate. If the customer is unhappy with the touch screen performance, the customer churn rate will rise.

2. Powerful Internal Electronics and Computer

Each modern day interactive self-service kiosk comes with some internal electronics and computer. As a user interface has to be provided, so a computer module is must to process the information and maintain the link. The food ordering kiosks act as a client and are connected to a mainframe or server. Everything has to be managed through a software. Which is either installed at the client or at the server. There are two types of kiosk computers, one is Android platform and one is Windows based platform.

The computer type usually depends upon the application/software that is running the entire self-service food ordering system. Apart from that there should be a POS connectivity, which requires supportive electronics such as network availability and power. The kiosk computer itself also requires the network and the power. Apart from these a receipt printer is also must to have. This is the basic configuration of an interactive self-service food ordering kiosk.

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

Powerful Internal Electronics and Computer

Moreover the businesses can also include other peripherals such as RFID, Barcode, and/or QR Code reader for customer loyalty cards, etc. There are tons of hardware accessories available that can be integrated in the system, but the best approach is to keep the process simple and try to complete the customer journey is less steps. The customer journey should be simpler and easier, more you make it complex more customers will left or prefer the counter rather the self-service food ordering kiosk.

3. Efficient Food Ordering Kiosk Software System

The food ordering kiosk software plays an important role in the success of the entire system. The food ordering kiosk software has three major components:

  1. Customer Dashboard/Kiosk Interface
  2. Administrative Dashboard/Management Control Panel
  3. Server Application/Software

These all are the basic components of the entire food ordering kiosk system software. Each component has a separate role to play and should be designed to ensure optimum performance.

Efficient Food Ordering Kiosk Software System

There are some other components too which can also be used to improve the usability and operational capabilities, such as:

  • Kitchen Staff Interface
  • Digital Signage Module
  • Voice Commands Enabled Customer Dashboard

The food ordering kiosk with its basic configurations and components is enough to maximize the operational efficiency and profitability. However, some businesses can also invest more to gain more advantages by adding optional components. On top of that RSI Food Ordering Kiosk and System are completely customizable, so each and every component can also be customized as per the needs.

Here are the details of each food ordering kiosk software component:

Customer Dashboard/Kiosk Interface

This is the interface that is being provided on the interactive self-service kiosk for the customers. The customers should be able to view the entire menu, the photos and content of the items should be very clear. The interface should be simple, in fact flat interfaces are more suitable for such applications. The photos, media and information are important. If larger screens are used, the instructions can also be displayed along with the menu, which also improve customer experience. The customer dashboard should be simple and the customer journey should be shorter.

Customer Dashboard/Kiosk Interface

Here are some important features of a good customer dashboard or customer interface of an interactive self-service food ordering kiosk:

  • Excellent Customer Experience and Easy Navigation
  • Clear and Distinguished Product Listing
  • Provide Good Quality Photos and Product Details
  • Visible CTA, Next/Previous Buttons
  • Instructions for Each Step
  • Provide Multi-lingual Interface
  • Provide all available Options such as Dine-in or Takeaway, etc.
  • Include Products Suggestions such as with the Main Item Suggest Desert, etc.
  • Publish Special Deals and Promotions on the Kiosk
  • Integrate Food Ordering Kiosk with your POS
  • Integrate Multiple Payment Gateways such as Credit/Debit Card, Contactless via NFC, etc.
  • Allow the Customer to Edit/Amend the Order Before Proceeding to the Payment Step
  • Display a Thank You Screen after the Purchase

These are some of the basic features that every good food ordering kiosk interface should have. Furthermore businesses should carefully analyze their customers and customer journey to make the user interface simpler and attractive.

Administrative Dashboard/Management Control Panel

The administrative dashboard or management control panel is the interface of the food ordering kiosk system which is designed for the business’s management. The managers and staff can use this interface to update the menu, products, offers, images, and all other information on the customer interface. The management can also compile and download system reports and perform other administrative tasks.

Administrative Dashboard/Management Control Panel

Server Application/Software

Server Application/Software

The server application or server software is the core application. All the computing, processes and logics are done at the server, then the information and functionality is accessed through the respective interfaces and control panels. The server application can be installed at in-premises network as well as on online hosting and cloud. The backup, recovery and failover configurations should be supported. The information center should be centralized and all client/customer interface/kiosks should be connected to the network.

4. Easy System Integration

The food ordering kiosk system is an extension of any existing order management system. It should be able to integrate with that system. Any other integration which is required should be supported. Mainly the interactive self-service kiosk systems are integrated using secure web services of APIs. The payments, transactions, order details and everything should be integrated with the central system. With the help of API technology the interactive self-service food ordering kiosk can be integrated with ERPs, Sales System, Order Management System, etc. The orders and the details are also integrated with the counters and can be accessed by the service staff as well. They should also be able to change or cancel the order if required. The food ordering interactive self-service kiosk system should integrate all the records with the central information center so the core sales application/software can also be updated in real time and there should remain no discrepancy or delay.

Easy System Integration

The food ordering kiosk is a great tool to reduce the wait time and work load of the staff and at the same time it can significantly enhance customer journey. The customer satisfaction and happiness is the top priority for any such system. That is why the customization and integration with other systems is a must to have feature with the interactive self-service food ordering kiosk.

5. Improved Productivity and Efficiency

The interactive self-service food ordering kiosk provide alternative channels to the customer which automatically reduce the work load from the counters and sales staff. When the sales staff worked under a balanced work load they tend to perform better. The customer journey and customer experience both got improved. The customer who are using the kiosk can place their order, immediately, they can have more time and flexibility to amend or change their order. This is what encourages them to purchase more. Moreover the customers can pay from the POS through their credit or debit card, which is also the most convenient way of payment. The ordering process become fully automatic which means a business doesn’t require more staff, as the interactive self-service food ordering kiosk doesn’t need salary. The labor cost can be reduced and the overall efficiency of the employees can be boosted.

Improved Productivity and Efficiency

Since the orders are being done through an automated system so the chances of error are slim to none. The customer can easily have enough time to choose and rethink their order and once the order is placed it is directly transmitted for the kitchen staff. Hence the traditional hustle of taking wrong or incorrect order is eliminated. This also improve customer experience and customer happiness and help businesses earn more loyal customers and a good brand reputation.

Read More: How to Calculate NPS (Net Promoter Score) in Customer Feedback System

Conclusion

The food ordering kiosk is basically an interactive self-service kiosk. Usually the food ordering kiosks are larger than most and have excellent quality display and touch panels. The food ordering kiosks are easy to customize and comes in compatibility with Android and Windows platforms. The display and its touch quality is very important as the entire customer journey is programed in the kiosk. The receipt printer is usually a thermal printer used to print the orders and receipt. The order is also transmitted to the kitchen staff and made available to access from the counters as well. The order is completely integrated with the staffed POS/counter. There are several payment methods but usually the POS support only credit and debit cards. The interactive self-service food ordering kiosk has a very powerful software component, which provides various interfaces along with several integration with other enterprise solutions and business tools. The software can be hosted online, cloud or local data centers. The reporting module collect necessary system usage stats and other information which is made available in the form of downloadable reports.

The food ordering kiosks are very popular because of they improve customer journey and the customer tend to purchase more item while placing the order form the food ordering kiosk as comparing to the same order on the counter. It also reduces the work load of the employees and staff which further improve the customer journey and customer experience. RSI Concepts is a leading name in the customized interactive self-service kiosk industry. If you want to boost your sales and make more loyal customers with the help of a self-ordering kiosk, 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: Customer Feedback System and 5 Benefits of NPS

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Customer Feedback System and 5 Benefits of NPS

Posted on August 16, 2021 by admin

Customer Feedback System and 5 Benefits of NPS

Customer Feedback Systems are used by all types and sizes of businesses in Dubai, UAE to measure customer happiness and customer satisfaction. The customer happiness is a pretty vague terminology, there could be so many different factors that can effect customer satisfaction and happiness. The best way is to ask your customers that what makes them unhappy and what they don’t like. The NPS or Net Promoter Score is considered to be the direct measurement of a business’s progress and success. A business if only successful if the customers are happy and satisfied with the services and products of the business. When a customer will be happy with any brand and satisfied with the quality of product and services they are purchasing only then they will suggest those products and services to others. This is exactly what the NPS measures. It measures how likely a customer will suggest or recommend the product or service to others. That is why the NPS is very important as it encapsulate everything in it and provides a broader view of your overall progress.

Customer Feedback System and 5 Benefits of NPS

Businesses in Dubai and all around the UAE are conducting NPS surveys regularly. Earlier these surveys are done by sales representative through forms and or calls. But since past few years, the technology have changed the marketing and communication. Now a days most of the businesses are using customer feedback systems for collecting customer feedback, conducting customer surveys and NPS. The customer feedback system consists of a software and in some cases some hardware devices such as touch screens or interactive kiosks are also used to collect on-site feedback from customers and visitors. The customer feedback systems comes with many advantages, one of the biggest advantage is the control over the surveys and the in-built data analytical and statistical system, which compiles reports and collect business intelligence. Due to such advancements in data processing business can easily integrate the data to their central information center and can make more informed and accurate decisions.

Here are some benefits of NPS using customer feedback system:

NPS Benefit No. 1: Measures Customer Satisfaction and Customer Loyalty

Measures Customer Satisfaction and Customer Loyalty

The NPS measures customer satisfaction and customer loyalty with most precision and highest accuracy. In fact the NPS score is considered to be the direct measurement of customer loyalty. The net promoter score is basically the measurement of the number of customers who are willing to recommend your brand or products and services to their friends, family and/or colleagues. That only happens when a customer is completely satisfy with the brand and its practices. Actually the NPS is the measurement or assessment of the brand’s impression, good or bad in the minds of its customers. This information is very important as studies have shown that a promoter is most likely to recommend the brand or its products and services to at least 3 to 4 more people. The promoters are five times most likely to purchase from the brand again and they are 6 to 8 times more likely to forgive the brand due to a bad experience or any complaint, hence it is easier to satisfy them. This help businesses in increasing customer retention rate. Loyal customers and promoters are considered to be a great asset for a business. They are seven to nine times more likely to try new products and provide their feedback about them.

The customer satisfaction and customer loyalty is very important for a business and its growth. It is five to twenty five time less costly to sell to a loyal customer then acquiring new customers and leads. That is why the entire business growth depends on customer retention which is only possible if your customers are happy and satisfy with your brand and your business practices. If a business fails to retain a certain percentage of the customers, they will have to invest a lot in their marketing efforts to acquire new customers. Eventually the balance between acquiring new customers and cost to acquire them reached to a point where it is impossible for the business to sustain growth. That is why it is extremely important to retain existing customers. The loyal customers are also a good advocate for the brand and help improving brand reputation and positive brand image. A positive brand identity not only attract more customers but it also reduce the marketing cost. The conversions rates of a well reputed brand are much higher than an ordinary brand. It is extremely important that a brand closely monitors the customer retention, customer satisfaction and customer loyalty. Which is very easier with NPS Surveys and a customer feedback system.

NPS Benefit No. 2:Improve Customer Journey and Customer Experience

Improve Customer Journey and Customer Experience

The customer experience and customer journey is very important in customer satisfaction and customer retention. The customer interaction at all touch points throughout the customer journey is the customer experience. How convenient it is for the customer to go through the customer journey will later determine the level of their happiness. Business here in UAE often invest huge in customer satisfaction solutions to improve customer journey, however the NPS survey and other customer feedbacks such as difficulty score are a great way to assess and evaluate all these efforts. The NPS will help businesses determine the reasons of the unhappy experience. For example if a customer answers that they are most likely not to suggest your brand or products & services to others, the businesses can ask them another follow up question about why they are not willing to promote the brand? Or what makes them unhappy. This will give businesses an idea, for example, the customer says the employee or agent’s behavior was not satisfactory, or the queuing experience was not good, etc. This will help businesses identifying the cause of an unhappy experience.

Furthermore in order to narrow down to the actual cause the businesses can utilize the customer feedback system to conduct more surveys or to ask more questions to the customers to pin point the actual issues which is causing an unhappy experience. That is how the customer feedback system and the NPS surveys can be very helpful in evaluating the customer journey and its various touch points to identify the areas of improvements. Once the problem is diagnosed the business can take discrete actions to fix it. Even afterwards the customer feedback system and the NPS surveys help businesses to measure the effects of the changes they made. Through repeated processes the businesses can achieve ultimate customer experience and make the customer journey very pleasant for their customers.

NPS Benefit No. 3:Help Improving Products and Services

Help Improving Products and Services

NPS surveys and customer feedback is very important for evaluating and assessing the quality of your products and services. We usually noticed that businesses here in Dubai and all around the UAE generally don’t pay much attentions to the positive feedbacks, but focus more on negative feedbacks. In reality both positive and negative feedbacks are equally important. In case of a negative feedback related to the product quality and features the simplest approach is to try to improve your products and services. It is very common that after getting a negative NPS score the next question asked is about the product quality containing the most obvious reasons in the answers. Some business also prefer to provide a text box to let the customer express themselves. Which is also good. This gives a chance to better understand the feelings of the customer. Such feedbacks can precisely identify the areas of improvement and give business a chance to rectify the issue.

However, in case of a positive feedback usually there is no follow up question, just a thanks message and that is it. Studies have showed that the positive feedbacks are also equally important for quality improvement. The best approach is to have a follow up question always, even if it is a positive feedback. The businesses should ask questions to understand what features their customers are liking, what are the most liked and least liked features of your products and services. Business can also ask what features their customers would want to see in future. Such questions are very helpful in improving products, understanding trends and customers’ expectations. Business can either improve their existing products and services or they can introduce new products and services with having all those features which customers are expecting or would love to see. Then such new products and services can be offered to existing customers to generate more sales and revenue.

NPS Benefits No. 4: Help Improving Brand Reputation and Build Trust

Help Improving Brand Reputation and Build Trust

The customer experience and customer journey are not entirely based on the convenience infrastructure to facilitate your customers, in fact another very strong factor that contributes to the customer happiness and customer satisfaction is the impression and reputation of the brand. The brand reputation and brand identity have a very strong psychological impact on customers’ minds. If a customer thinks a brand is good, and they trust the brand, in case if they have minor complaint or minor problems, they might not mind much. Similarly if a brand had bad reputation and the customers don’t trust it much, even a minor trouble could ruin the complete customer journey. Several studies have shown that the loyal customers are less likely to switch due to minor or occasional problems. That is why the brand reputation and trust is very important.

There are so many things that contributes to building a good brand impression and building trust the customer feedback is one of them. If you provide your customers with a simple and easy-to-use customer feedback channel they are most likely to take it as a very good thing. Customers love to talk with their brands and would love to hear from them too. If you provide them a channel to express their feelings, they will build a very positive impression. When the customer thinks that if any problem occurs they will be heard, they feel trust and passion towards their brand. The business should not only provide a communication or feedback channel but it should also proactively respond to the feedbacks and then notify the customers about the actions taken to prevent any inconvenient in future. This helps building a strong relationship with the customers. The customers start trusting the brand more as they know that their favorite brand will always support them and help them.

See More: 7 Benefits of Customer Feedback System

NPS Benefit No. 5: Collect Vital Business Intelligence

Collect Vital Business Intelligence

One of the biggest advantage of the customer feedback system and the NPS survey is that it can provide crucial business intelligence data which can be channeled to other systems such as performance management system or any such tool which further improves the vision of the management. The NPS surveys are the very first step to collect customer feedback and business intelligence data. Although the NPS alone doesn’t provide a conclusive data, however, with the help of follow up questions, follow up surveys and further communication can help businesses identifying the areas of improvements. The NPS and customer feedback systems are the most accurate tools to highlight a businesses’ strengths and weaknesses. The business can utilize that data to improve their customer journey and customer experience. The customer retention is impossible without a good customer experience and a great customer journey. The businesses can easily understand the new trends, expectations of their customers and the demands for new innovation and new products/services. This provides a great competitive advantage and help ensuring steady growth.

The business intelligence data is also very vital for the HR department. Each and every employee is different from each other, everyone has their own weaknesses and strengths. The HR can utilize the customer feedbacks along with other KPIs to improve the efficiency and performance of the staff. Furthermore the HR department can reliably utilize the customer feedback as a scale to measure the employee performance and behavior. This helps the HR to manage employees, arrange training programs for them, make informed decisions about employee dismissal, transfer, promotion and demotion, etc. Overall the business intelligence is very helpful for the management it provide them data on various avenues to make decisions and policies which will improve the customer happiness as well as their operational capabilities. Which will improve their profitability and productivity.

See More: Customer Feedback – Best Practices in 2021

Conclusion

The NPS or Net Promoter Score surveys and Customer Feedback Systems are a great tools to accurately evaluate and assess a business’s strengths and weaknesses. The customer loyalty and customer retention is crucial for growth. The loyal customers are considered to be a great asset of a business as they tend to advocate the brand and the businesses can generate more business from them with a fractional cost to acquiring the new customers. The NPS and customer feedback system provides very accurate data about the products, services, customer journey and customer experience which help businesses in making smart decisions and building future strategies. The customers also like the businesses who want to listen to them and provide them a channel to express their feelings. This builds trust and leave a very positive impression on the customers. The s positive brand identity also helps improving the conversion rates of the marketing efforts. It is easier to satisfy your customers if they think positively about the brand. NPS and Customer Feedback Systems are must have tools to ensure a steady growth and higher profitability. RSI Concepts is a leading name in customer satisfaction solution providers, 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 Calculate NPS (Net Promoter Score) in Customer Feedback System

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