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

Posted on August 1, 2021 by admin

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

The customer experience and loyalty can be taken as the direct measurement of the overall progress and efficiency of the entire operations of any business, if your customers are happy and satisfied that means everything is working properly, if your customers are not happy then there would be definitely some problem which can be identified by asking more questions or evaluating various touch points of the customer journey and the quality of the products/services. The NPS Score measurement is the very first step that any business should take and it is also considered to be the gold standard for the customer experience. NPS Score or Net Promoter Score is considered to be a universal standard for measuring the health of the customer relation with their brand in Dubai and all across the UAE. All other feedbacks and evaluation methods comes after the NPS Score or Net Promoter Score.

What is NPS Score?

The NPS Score is a very simple customer happiness/satisfactionmetrics and its value spans from -100 to +100, where negative value represents ‘detractor’ and positive value represents ‘promoters’. The calculation is very simple, all you need is to set up a question using customer feedback system and then take percentage values of both detractors and promoters then minus/subtract the detractor from the promoters and you will get the NPS Score. Usually the NPS Score feedback is measured as a rating scale from 0 to 10. All the customer feedbacks from 0 to 6 are considered as detractor, the ratings from and including 7 to 8 are considered to be the ‘passive’ and 9 to 10 are the actual promoters. Only the actual promoters will promote your products and services, in some cases maybe up to half of the passive customers will also promote your products and services, but that phenomenon is very rare and is specific to certain industries only.All the customers who rates up to 6 are most likely not to promote your products and services at all.

The NPS Score question are mostly like:

How likely will you recommend our [product or service] to your family and friends?

Basically you have to ask to your customer how likely will they recommend or share your products or services with their family, friends and colleagues.

What are the Types of NPS Score (Net Promoter Score) Surveys?

Here in Dubai and in other emirates of UAE business and organizations only use one type of NPS which is mostly after a customer get served or made a transaction. However there are other types of NPS Score too which are frequently used to collect valuable business intelligence data:

1. Transactional NPS Score

The transactional NPS Score is the most popular NPS Score or customer feedback type. As per this method the NPS question is asked after each transaction. For example,immediately after a customer get served at a customer service center or made a purchase.

2. Relational NPS Score

The relational NPS Score is taken on regular intervals, for example after each quarter or after each six months. It is a periodic health-check of business and customer relationship. The relational NPS score is taken to understand how the customers think and feel about the brand.

3. eNPS Score

The eNPS Score or Employee-NPS Score is the net promoter score to measure employee satisfaction and employee happiness. The employee satisfaction is also very important. Happy and satisfied employees are tend to be more efficient and produce quality work.

Businesses can use all these NPS Score Types to improve their business intelligence. Such data is very helpful in taking decisions to make improvements and making future strategies.

What can be Measured by NPS Score Surveys?

Businesses can measure almost any metrics they want. As the NPS Score survey is a simple question or a set of only a few questions, the questions could be asked about anything such as individual services/products, branches, stores, employees/agents, website, etc. Basically the goal of any NPS Score customer feedback survey is to measure the strength of the relationship of the business with its customers. Business can ask customers to opine on different reasons of promoting their brand and products or services. Businesses can easily identify the most popular products/services among their customers and vice versa. Remember only the sales number is not enough, you can get higher sales of any product or service for a variety of reasons. However, the popular products/services will be the only one which customers show interest in promoting to others. Business can also identify the most popular features of a particular product and vice versa. This is how a business can form strategies to earn more loyal customers.

How to Create NPS Score Surveys?

The NPS Score Survey is designed to measure the customer loyalty but along with that the businesses can also understand what is effecting it the most. There is a common belief among the marketers in Dubai and all around the UAE that the NPS Score customer feedback survey should have only one question, however that is not true, it can have more than one questions and it should have more than one questions. But it shouldn’t have more than four or five questions. It is important to keep the NPS Score Survey short, precise and to-the-point. Rather asking general questions which doesn’t provide accurate data business should ask direct and very specific questions. For that the first thing is to set up an objective then prepare the questions. The NPS Score Surveys with three questions have the highest attempt score and such customer feedbacks also provide accurate and precise data. Here are some important things to consider while creating a NPS Score Customer Feedback Survey:

Ask at least three questions
All questions should be related to a single subject
Make identity fields optional
Ask for demographics (only if needed)
Keep questions short and precise
Provide adequate answers along with option to add comments
The final questions must have a scale with the value from 0 to 10
Add a comment or suggestion box at the end with the capacity of at least 500 words
The final slide after the submission should have a positive message and contact details
Consider the platforms/mediums while preparing the questions

It is important that you ask for only a few most important information which are absolutely necessary to process the data. People don’t like to fill-in long forms to attempt a customer feedback survey. Short customer feedback surveys have the better attempt rate than long surveys. Customer Feedback Surveys related to a single subject also yield accurate data and have higher attempt rate. Consider the medium or platform of the interaction while preparing the survey questions.

For example if the survey is being conducted through the touch screens or tablets or kiosks placed next to the customer service counters then the questions should be of appropriate length, if you are conducting NPS Score survey through customer feedback mobile app then the questions should be shorter than usual to fit in everything in a single screen. If you are conducting customer feedback surveys through the emails then consider making an attractive background, make sure the page is responsive and keep the fonts and style appropriate. Such things will improve the response rate.

What type of Customer Feedback System is suitable for NPS Score Surveys?

When it comes to the customer feedback systems there are too many options available for businesses in Dubai and all around the UAE. Almost all popular customer feedback survey systems offer facility to create NPS Score surveys. For example RSI Customer Feedback System is one of the leading tool for measuring the NPS Score and it supports all types of NPS Score surveys too with additional capabilities and compatibilities for various platforms and mediums. There are certain features that makes a customer feedback system suitable for measuring the NPS Score. If all those features are available in a customer feedback system it would be suitable for the NPS Score surveys:

Ability to Add Multiple Surveys
Survey Customization Control Panel
Campaign Setup and Management
Compatibility for Multiple Mediums and Platforms
Survey Designing or Pre-loaded Theme (customization panel is also good)
Cloud, Online Hosting, Local Deployment Compatibility
Automatic Notifications and Alerts for the Admins and Management
Smart In-built Stats and Data Analytical Engine
Comprehensive Reporting Module
1. Customized Reports
2. Graphical Reports
3. Summary/Corporate Reports
4. Trend Reports
API Integration with Third-party Tools and Software
In-built Email and SMS Campaign Gateways
Remote Management

If a customer feedback system has all these features and functionalities it will be very suitable for NPS Score surveys. Obviously it depends upon the survey itself and the platform or medium you are using, but mostly all of the above mentioned features will help you in obtaining better results.

How to Calculate the NPS Score?

How to Calculate the NPS Score

The NPS Score is always calculated in the percentage but its value is taken in integer only. Once the survey campaign is finished or the reports are prepared from a customer feedback system, the next step is to calculate the NPS Score. For that only the total number of responses for each value is required. Take notes of the total number of customers and segregate them in the categories of detractors, passive and promoters. Then calculate the percentages. Here is a formula to calculate the percentage:

NPS Score = (No. of Promoters – No. of Detractor) / (No. of Total Feedbacks) X 100

Note: The total feedbacks are the cumulative sum of all the feedbacks including promoters, detractors and passive feedbacks.

For example let say you have received 1000 responses in total and the breakdown is as follow:

Detractors (0 – 6 Range) = 100
Passive (7 – 8 Range) = 200
Promoters (9 – 10 Range) = 700

If you calculate the percentage for each, you will get:

10% Detractors
20% Passive
70% Promoters

In order to calculate the NPS Score. Take the value of the Detractors which is 10% and Subtract if from the value of Promoters which is 70% and you will get:

NPS Score = 60

As the NPS Score is taken just as an integer so rather than 60% it will be 60 only.That is how the NPS Score (Net Promoter Score) is calculated.

What is NPS Driver Analysis?

What is NPS Driver Analysis

The NPS Driver Analysis or NPS Key Driver Analysis is used to detect and determine the factors that are affecting your NPS Score. As the NPS score only identifies if there is a problem or not and could not define the actual cause because the overall NPS Score is a combination of so many different factors that are contributing in the customer journey and customer experience. Usually there are certain factors which have less impact on overall NPS Score but have more impact on other factors which are contributing in the NPS score, so it could get very complex to identify the problem without any too. That is why the NPS Driver Analysis is used. The NPS driver analysis will tell you why your customers want to promote your products and services or why your customers don’t want to promote your products and services.

Basically the NPS Driver Analysis is done using a follow up question or questions which is usually like CSAT Score (Customer Satisfaction Score). These questions are short, precise and could also have a rating grid, for example; how would you rate our Customer Service? Or how would you rate our packaging of the product [whichever the customer purchased]? That is how the NPS Driver Analysis is done. It helps a lot in determining the factors that are impacting on your net promoter score. Business can identify these factors and then take steps or make policies to improve everything accordingly.

See More: 7 Benefits of Customer Feedback System

Conclusion

The NPS Score or Net Promoter Score is a very important indicator. It measures the health of the customer relations with their brands. It also help business in highlighting the problems and finding their solutions. The NPS Score is also considered to be the direct measurement of a business’s strength and progress. Often business in Dubai and all around the UAE over looked the importance of NPS Score, but now a days more businesses are starting to conduct NPS Score surveys. There are different types of NPS Score, however the transactional NPS score is more commonly used methods.Before we start creating a survey we should first setup an objective. Then the questions and other details should be prepared as per the best practices mentioned above.

The very important component is the Customer Feedback System tool which should have at least all the basic features and functionalities that are required to conduct an effective NPS score survey campaign. Once the NPS Score Survey campaign is started the next step is to conduct an effective NPS Driver Analysis which will help you determining the cause and problem that is effecting the overall customer experience. RSI Concepts is a leading Customer Survey and Feedback System provider in Dubai, if you need any help please feel free to reach us out through our Contact Us page or leave a comment in the comment box below.

Check out this: Customer Feedback – Best Practices in 2021

Posted in Customer Feedback System | Tagged Customer Feedback, Net Promoter Score analysis, What is a good NPS score, What is Net Promoter Score | Leave a comment

Customer Feedback – Best Practices in 2021

Posted on July 14, 2021 by admin

Customer Feedback – Best Practices in 2021

The customer feedback is a direct measurement of the progress and performance of a business. Various studies and researches have shown that the businesses who listen to their customer are tend to grow quicker than the ones who don’t. The customer feedback is not only important for pleasing your customers or gaining their trusts, but on top of that it can provide you a complete insight of all your processes, products/services and quality of work. Business can utilize the customer feedback data to improve their products/services, business practices and entire customer journey. In the year 2021 when the entire market have been witnessing huge changes in norms and standards, which are also indicating changing trend and the demands of the customers.The customer feedback can provide you a detailed insight of different aspects of your business which can help you identifying the areas of improvements and will also help you boosting your efficiency. The business intelligence and such insights are crucial for reduction in expenses, improving quality and efficiency and making steady growth and progress.

What is Customer Feedback?

The customer feedback is a direct evaluation of all your efforts that you are making to improve customer experience and customer satisfaction. As the year 2021 have completely transformed the methods of how customers’ interaction with the business. The marketers everywhere are struggling to improve communication. The management is seeking methods to meet the demands and also the expectations of their customers, but how would you know what your customers are expecting? The customer feedback is the direct source of data that will let you understand the new trends, customers’ needs and their expectations. Here in Dubai and all around the UAE the economy is booming, new businesses are establishing on daily bases, which is making the market more competitive and providing your customers more options. The customer retention and happiness is getting more important day by day. The customer feedback is the most effective method to acquire vital business intelligence that will help you copping up all those problems.

What are the Popular Types of Customer Feedback in 2021?

The customer feedback is a key to long term sustainable growth in 2021 and it will remain so for coming years too, especially in Dubai, UAE. There are so many different types of customer feedback which are used by the marketers to evaluate certain aspects of the customer experience and satisfaction. However here in UAE a few customer feedback types are most popular. Actually it depends upon your audience and there are various other factors which marketers assess before selecting any particular feedback type. However here are some general and most popular customer feedback types:

CSAT Score: The CSAT Score or Customer Satisfaction Score is a generic customer feedback type used to measure the customer satisfaction and customer happiness.
NPS Score: The NPS Score or Net Promoter Score is single but very important question it asks customer whether they would like to recommend their products/services to others or not?
CES Score: The CES Score or Customer Effort Score is to evaluate the customer journey and it provide vital information about the present situation as well as it also help identifying the areas of improvements.
Visual Rating Score: The visual rating score is a rating feedback which includes smileys, rating stars, thumbs up or down, like or dislike, true or false, etc. It is used for very specific questions.
General Purpose Surveys: The general purpose surveys usually contains from 4 to 20 or even more questions. The surveys with less than 10 questions got better completion rate. The marketers can use conditional logics too to take the user to a particular path to collect feedback for a particular area or aspect of the business.

Either any one of the above or a combination of any of the above is used to collect customer feedback. There are so many different other methods too, but the above five types of the customer feedbacks can offer the highest completion rates and the most organized data.

What are the Customer Feedback Best Practices in 2021?

The customer feedback is very important and can provide extremely reliable data which help the management in identifying the areas of improvement and a very accurate evaluation of their practices, methods, processes and quality of their products and services. That insight of business intelligence can only be gathered if the customer feedback is done properly. If you did not plan your customer feedback campaign and you don’t have clear objectives, you might end up very complex or totally meaningless data. Which rather helping you will confuse you. So, it is extremely important that the customer feedback is done properly. There is no hard and fast rule, you must always have to think critically, similar to any other marketing trend the best practices of collecting customer feedback also evolve and changed over the time. Here are some best practices to collect customer feedback in the year 2021:

Always Begin with Setting up a Goal

One cannot achieve anything if they don’t have a clear goal or target.Setting up a goal is the very first step of any customer feedback campaign. Before setting up a goal think for the least obvious aspects of your entire customer journey and then decide which aspect could impact the customer happiness the most. And start with that. For example, if you think your product quality would be the most influential factor to obtain a positive customer opinion or let say your product’s cost is the most important factor. Similarly think of everything else, and select which aspect is impacting your customer journey and happiness the most. Now set a goal to acquire customer feedback and opinion on the most important things such as you want to learn about the quality of your product or service, or you want to learn about the wait time and queuing experience, or purchase cycle, or you want to evaluate your staff, etc. Then setup a goal accordingly.

Choose the Customer Feedback Type

As you have a clear goal and you know what information you want to extract from your customers. You can easily select a customer feedback type. Think from your customer’s point of view, try to imagine what you would like to tell, and how if you were a customer. Now also think about the methods, which will be the most convenient method for the customers to provide you the feedback? Think and rethink all possible methods that can provide you the required information. For example if you want to evaluate the customer happiness, the NPS Score or the CSAT Score are a great option to work with. If you want to learn about the product quality you can use Visual Rating Feedback method or if you need in-depth data you can go with a general purpose long survey and ask more conditional questions to get precise information. In case if you want to evaluate the customer journey the CES Score is the best choice. That is how you can select a customer feedback type after setting up a goal of the customer feedback campaign.

Choose the Customer Feedback Medium

The customer feedback medium is the method and technique of how your customer will submit their feedback. There are so many different customer feedback mediums, certain feedback types work better with certain mediums and vice versa. It is very important to choose a right customer feedback medium. If you choose an incorrect feedback medium or I would rather say ‘inappropriate feedback medium’ then the results could be unclear and the attempt rate or completion rate will be low. So, it is very important that you choose a right customer feedback medium for the type of customer feedback you are intended to use. Here are some most popular customer feedback mediums in Dubai and all around the UAE:

Tablet, Touch Screens or Interactive Kiosks

These are the most commonly used feedback mediums or channels. The tablets, touch screens and interactive kiosks are very popular in service based industries in Dubai and all around the UAE such as banks, telecoms, retail, public offices, government departments, and almost all other sorts of businesses and enterprises who interact with their customers in their offices. The tablet or touch screen or the interactive kiosk is connected to the server through a link, and the feedback is stored on the server. It is very cost-efficient method. Customers love to share their experiences through these devices as they are convenient, quick and easy to operate.

Email Surveys

The email surveys are the earliest mediums of customer feedbacks. The technology has advanced a lot since but still the email surveys has more completion rate than anything else. Another great advantage of collecting customer feedback via email surveys is that it can provide very accurate customer feedback along with important analytical data. Which is an important part of the overall digital business intelligence of any business. The emails can be scheduled immediately after a customer avail a service, or a customer feedback survey can be sent after some time to that or even for many other purposes as well. The email surveys can be designed and customized very easily and they are also very cost-effective.

SMS Based Customer Feedback and Online Surveys

Another most popular medium for customer feedback is SMS. The customer feedback surveys and polls can be conducted through SMS very easily. There are two methods of collecting customer feedback through SMS, one is sending them the question directly with a list of answers and the customers will have to reply with the serial number or code of the answer they chose. Another a bit modern method is to send online customer survey link via an SMS and the user can click on the link to open up the customer feedback webpage in their smartphones. Both are very popular and have great completion rates.

Smartphone Applications

The smartphones and smartphone applications are an integral part of our daily lives. Everyone spends hours on their smartphone on daily bases, which make them a very appealing medium for the marketers. Here in Dubai and all around the UAE, the mobile apps and digital services are very common, everyone is familiar with them and have used them. In fact some users prefer to use the smartphone apps to access various online services by their service providers. Actually the government itself is promoting mobile apps and offering a huge variety of digital services which are instant, easy-to-use and very convenient for the users. That is why many businesses also offer smartphone applications for various purposes, especially in the service base industries the mobile apps are very common. Conducting online surveys and collecting customer feedback through smartphone applications is a very effective method. The customers can have a very personalized experience and the businesses can easily communicate with them through their smartphone applications.

Social Media Polls

Social media have completely changed the marketing and digital landscape. The great thing about the social media is that they are worldwide, you can reach out to more controlled and targeted audiences as on the bases of different demographic and geographic segregations. It is far easier to reach unexplored markets than ever before. The businesses can conduct polls and surveys on social media platforms such as Twitter, Facebook, Instagram, LinkedIn and many more. The social media polls are very easy to setup, low cost and return higher completion rate. The only problem with them is that almost everyone can participate, you can’t limit your customers to access them. However despite this aspect, still the social media polls are a great source of customer feedbacks.

Website Surveys and Customer Feedback

A business’s website is a gateway for all its online audience. The data and studies showed that the customers frequently visit the website of their service provider or the business they have purchased form. The prospects and online leads prefer to have a look at the website first before making a decision. In fact the statistical data suggests that people tend to look up in the internet for a product or service or the brand before making a purchase decision. So your website will definitely going to have a lot of your customers and prospects. Here in Dubai, UAE mostly business also provide Customer Portals, which are also another appeal for the visitors. So, website can be a great medium to conduct online surveys, polls and to collect customer feedback.

Execute the Customer Feedback Collection Campaign

Once the goals are set, the customer feedback type is defined and the feedback collection mediums are chosen, the next step is to execute the campaign. For example let say the campaign’s objective is to assess and evaluate the customer journey. Now there are several approaches to execute the campaign, one is to add several question which can provide information about different touch-points, and the rest can be understood from those points, let say if the service delivery time is too long, then that means the wait time will be too long, as the average time require for a service delivery is already known. Similarly the questions can be set. The second approach is to execute only one or two questions for a certain time and then replace them with others and then at the end of the campaign accumulate the data of all the feedbacks and understood the complete customer journey. This is how the campaign should be executed.

Prepare Business Intelligence and Reports

Now that the data has been collected form the customer feedback campaign. The next step is to prepare the results and reports of the campaign. The results should be prepared for all the questions, then different touch points should be analyzed accordingly. For example, if the customers highlighted the long wait time the most, then the wait time should be the most prioritized factor for your future strategy. If the customers are disliking a particular agent/server then they need more training and so on and so forth. This is how the reports should be prepared. Here in Dubai, UAE most of the customer feedback systems have in-built analytical engine and reporting module which prepare both comprehensive and summary reports. For decision making the summary reports are perfect. This is how a business can prepare and execute a very effective customer feedback campaign in 2021.

Benefits of Customer Feedback

The customer feedback is extremely important for the businesses. It connect them directly with their customers and provide them a chance to directly ask them about various aspects of their business. The businesses can easily understand the impact of their strategies and policies. The businesses can identify the areas of improvement and also easily understand what their customers are liking and what not. This help businesses to improve their products and services too. There are so many long term and short term benefits of customer feedback, here are some of them:

Improve relationship with your customers
Give them a sense of importance
It highlights the areas of improvements
Evaluate various business processes
Evaluate customer experience and customer journey
Evaluate employee performance
Understand market trends and plan new products/services
Improve customer retention and increase customer loyalty
Improve brand reputation and build trust
Increase profitability and Revenue

The customer feedback has become a necessity in today’s modern marketing landscape. It is a very helpful tool that ensures growth and improve brand reputation. Both negative and positive feedbacks are important and helpful. Business can revamp their entire strategies on the bases of customer feedbacks to ensure customer happiness and customer satisfaction.

Conclusion

The customer feedback is a very important tool for businesses to quantify their efforts and progress. In fact the customer feedback is considered to be a direct measurement of the performance of the business. There are so many different types of customer feedback as mentioned above. Choose appropriate feedback type, as per your goals, then choose right medium and execute the customer feedback collection campaign. Obviously the customer feedback is a continuous process, business should never stop collecting feedback. However, for each campaign a particular duration should be set and after that time period the business should review the reports and take decisions to improve things, then the next campaign should evaluate those actions, and so on. The customer feedback build trust among your customers, it give them a sense of importance and increase their loyalty.

The happy and loyal customers plays a vital role in long term growth. The customer insight also provide a better understanding of customers’ expectations and market trend. Which also help business to make their strategies and policies for future. RSI Concepts is a leading customer feedback system provider, 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: What is HRMS Self Service Kiosk?

Posted in Customer Feedback System | Tagged Benefits of customer feedback, Customer Feedback System, types of customer feedback | Leave a comment

What is HRMS Self Service Kiosk?

Posted on July 14, 2021 by admin

HRMS Self Service Kiosk

The HRMS Self-Service Kiosk is a virtual HR which allows employees to access HR services 24/7 through an interactive interface. These days the HRMS self-service kiosks are very popular in Dubai and all around the UAE. As the name suggests the HRMS or Human Resource Management Software/System is used by all types and sizes of businesses to monitor, manage and improve their employee’s performance and overall efficiency of each department. The self-service kiosk is an interactive touch screen kiosk which allow its users to perform certain functions through the kiosk without any need of the HR service staff. When combined, the HRMS and a self-service kiosk can open up a plethora of new innovative ideas and possibilities to achieve HR goals and to improve HR efficiency.

Basically the HR department is always struggling with the daily enquiries and could have tons of manual work to do. Which is why the businesses seek ways to improve this scenario which help them to boost the performance of the HR department. Another major urge for implementing a HRMS self-service kiosk is the benefits it offers to the employees and the HR department. Businesses and enterprises all around the world are installing HRMS self-service kiosks to facilitate their off-desk workforce. The biggest advantage of the HRMS self-service kiosk here in Dubai and all around the UAE is that it can enable easy access for the employees and workforce who is deployed away from the head-office or who are working at a remote location or work site, etc. This saves a lot of trouble for the businesses which involves handling a lot daily HR enquiries and managing for the off-campus workforce to visit the HR.

The HRMS self-service kiosk is a very simple but very capable device. The HRMS self-service kiosk can offer a lot of functionalities and benefits for the business. There are two basic components of HRMS self-service kiosk, the software and the hardware:

HRMS self-service kiosk software

These days all modern HRMS or Human Resource Management Systems comes with an in-built module for interactive self-service kiosks as well. Here in Dubai, UAE business also prefer to have a customized self-service module as well. Some of the businesses who are running on older IT infrastructure may not have any default support for the HRMS self-service kiosk, for such scenarios an intermediary software is built to link the HR software with the HR self-service kiosk. Such solutions are also known as HR Kiosk or Employee Self Service Kiosk (ESS Kiosk) systems. The software itself is usually a server side application which runs on a server or in cloud. It provides employee interface and HR staff interface. The administration and management interfaces are also included for other system management purposes.

HRMS self-service kiosk server side application

The server side application is built on various platforms such as PHP, .NET, etc. Such applications are stores on a physical server or a cloud based solution. All the computing, logics and process execution is done on the server and the information are being updated on real-time bases on respective clients. The cloud based HRMS solutions are also popular in Dubai, UAE. Which has been hosted on a cloud and managed by the service provider, the enterprises and businesses use these portals to link to their data which can also be hosted on cloud. Such solutions are very cost-effective, but are very difficult and expensive to customize and personalized. So, since a few past years the businesses and enterprises in Dubai, UAE are adopting to customized HRMS self-service kiosk solutions.

The HRMS software application runs on a server which could either be connected to online or to a local network. All the HRMS self-service kiosk should be connected to the same network, either it is online or it is a local network. The programming is done on the server side application and all the dashboards and interfaces are linked to that server, the system take instructions from users and send them to the server, all the computing and logics are processed at the server. This is a very reliable method for such applications.

HRMS self-service kiosk employee interface

The HRMS self-service kiosk’s employee interface is where the employee interacts with the system and perform certain tasks. The employee interfaces are usually designed to be very simple and interactive. The employees log-in to their portal either by using their Emirates ID card or Job ID or their credentials. The system then authenticates the employee and grant them access to the designated services and data. Each business have different policies and work flows. According to the work flow the employees can access various services and perform various HR related tasks, such as updating their documents, applying for vocations or leaves, printing salary certificates and accessing any other HR service which is being offered from the system.

HRMS self-service kiosk HR staff dashboard

The HRMS self-service Kiosk’s HR staff dashboard is for the HR department, each employee can login to the system using their credential to perform management and administrative tasks. The HR staff can perform all regular tasks from their respective dashboards. The data access and authentication is done on the bases of the user, every user have their own access levels as per their job role and authority. The HR staff can use the HRMS self-service kiosk’s HR staff dashboard to update and upload employee data also, they can communicate with the employees as well. The HR staff can also configure employee surveys and feedbacks along with personalized messages and communications. The complaints can also be integrated within the system, mostly the latest HRMS self-service kiosk modules have in-built complaint module too. However, there are a lot many features and functionalities that can be integrated within the HRMS self-service kiosk software to improve the operational capabilities and efficiency of the HR department.

Administrative and management dashboard

The administrative and management dashboard is the master control for the entire HRMS self-service kiosk software system. It can provide highest levels of access for the head-office staff or the higher management. They can access any data through this dashboard, however this dashboard is majorly used to create and manage system users and the same is used to allocate different job roles with different level of access for different HRMS self-service kiosk system users. Majorly this dashboard is used to extract reports and system’s analytical data. Moreover the in-built data analytical engine can help producing valuable business intelligence which is very helpful in taking managerial decisions and policy making. The administrative and management dashboard also allow the higher management to configure the system to manage and control different processes and work flows. All the information are linked with each other and a centralized information center is formed which get real-time updates from all touch points. Which also enables the head-office to do remote management as well.

HRMS self-service kiosk system integration

Another very common trend in Dubai and all around the UAE is to have system integration to integrate various systems together. The HRMS self-service kiosk software can easily get integrated with other enterprise solutions and system using secure web services or APIs technique. This is a very popular technique to integrate various IT solutions together. This allows the businesses to maintain a centralized information center linked with various stand-alone enterprise solutions and systems. Each system can read or write or can perform both functions on this centralized database. The systems can be integrated in a way that once system’s output is fetched to another and displayed there. One system can also provide administrative controls through these APIs and the businesses and organizations prefer these types of integrations to keep only a single interface for their employees and management and provide the control and data of all the systems in a unified interface so the employees and the management don’t have to use several different systems for different purposes. The integration also help innovating new more efficient and productive business processes.

HRMS self-service kiosk hardware

The HRMS self-service kiosk hardware consists of some basic components and some other components which can be added as per the situation or need. As the employee interface is used to perform certain tasks and to get access to the HR services so there are some basic hardware components that are mandatory. However there are so many other peripherals and hardware accessories which can also be added to further support additional functionalities or to make the processes more convenient and fast. Basically the HRMS self-service kiosk hardware is classified in three major sub-sections, the display, the computer and the peripherals:

HRMS self-service kiosk screen/display

The display is the most important hardware component of the HRMS self-service kiosk. Usually there is 15 Inch or 19 Inch display is used but the 32 Inch display is also popular. The regular screen is not appropriate so industrial grade TFT LCDs are used, as they will have to run 24/7 and higher brightness is also required. The display has a separate touch screen which is layered over it. There are different types of the touch screen technologies available, but mostly a capacitive touch screen is used.

HRMS self-service kiosk computer

There are two major platforms that are used as a computer for the interactive touch screen HRMS self-service kiosk which are Windows OS and Android OS. For windows standard Core i3/5/7 configurations are available with up to 32 GB of RAM and 512 GB of SSD storage. As usually the HRMS self-service kiosk acts like a client, so heavy duty hardware is not necessary. A normal 4GB or 8GB RAM with 128GB SSD works perfectly fine. As for the Android, compact Android PCs/motherboards are used. Normally the updated Android OS with Octa/Quad Core Processor, 2GB or 4GB RAM and 32 GB or 16GB storage is used. Here in Dubai and all across the UAE the Windows OS based kiosks are more common.

HRMS self-service kiosk peripherals

As for the HR services the HRMS self-service kiosk should have some peripherals which are not mandatory but are required for the regular HR process. Mostly Emirates ID Card reader/scanner is available, it is also used for the sign-in and user authentication process. Apart from that some companies use RFID based Job IDs so a RFID scanner can also be included. The standard printer and scanner are used to take prints and scan documents. Some businesses also use passport scanner too. This will allow the employee to easily upload and scan all their updated/renewed documents through the kiosk. Moreover some businesses also integrate other hardware such as facial recognition, fingerprint scanner, IRIS scanner, Intercom, VOIP and such accessories to offer more services to their employees.

Features and functionalities of HRMS self-service kiosk

The HRMS self-service kiosk is capable of offering almost all types of HR services through its interactive interface. In order to achieve the ultimate employee experience and to utilize the kiosk at its full potential various hardware and software components are added along with the benefits of system integration and automation the employee experience can be improved significantly. Here some of the features and functionalities HRMS self-service kiosk offers:

Digitalize HR Services
Offer 24/7 Instant HR Services
Improved Employee Experience
Employees can access HR services without any help form the staff
Employee can access various HR services such as
1. Updating Documents (Latest EID, Passport, Tenancy Contracts, etc.)
2. Online Forms and Applications
3. Leave Requests
4. Vocations/Annual Leaves, Loans, etc.
5. Time Clock, Schedules, Attendance, etc.
6. Benefits & Overtime Calculators
Employee Feedbacks
Complaint Portal
Online HR Appointment Booking
News, Updates and Press Releases
Other Digital HR Services

These are just some very commonly used features and functionalities of the HRMS self-service kiosk. There are so many other features that can also be added by customization and system integration.

Benefits of HRMS self-service kiosk

The HRMS self-service kiosk have several benefits some of them have immediate impact and some have long term impact on the business growth and overall efficiency of the HR department. Not only here in Dubai, UAE but all around the world the HR department is considered to be most busiest department with tons of daily paper work and manual tasks. However with the help of a HRMS self-service kiosk the HR department can be modernized and their efficiency can be improved dramatically.

One of the major problem that every HR department had is to handle the daily enquiries. These enquiries lead to a tedious manual paper work. Moreover the biggest expense at the HR department is the additional staff to handle daily enquires and the mailing, printing and filing. With the help of HRMS self-service kiosk, all the manual work can be digitalized, there will be no need of manual paper work, filing, printing and mailing, the work load of the HR staff will be reduced and the need of having additional staff at the HR will vanish.

This will also significantly improve the HR performance, with the HRMS self-service kiosk the major work will be done in an automated way, the services will be digital, this will provide the HR department more space to focus on their primary tasks which will help increasing the employee performance and achieving their goals. Another great advantage of the HRMS is that the HR department can improve employee happiness and satisfaction.

Especially the employees who are working off-campus and had to come to the HR department could cause big issues. The supervisors and managers will have to arrange transport for them, then they will have to give them off hours or in some cases off-days to finish their work with the HR department. Which is also hectic for the employees. With the HRMS self-service kiosk, the employee can easily get access to the HR services without any worry of planning and then arranging their visits to the HR. They can instantly get served rather than waiting for hours in long queues.

The HRMS self-service kiosks can be placed at very convenient location, where the employee can access them whenever they want. There will be no wait time, no human staff, everything will be automated, and very quickly which will make the employees happy. If a business have happy and satisfied employees, their production or operational capabilities increased automatically, happy employees are more loyal to their business and hence put more efforts and do quality work. Which increase the overall quality of the products and services of a business. In long term such improvements lead to happy and satisfied customers and a good brand reputation also. Which will attract more customers. The HRMS self-service kiosk also help business to increase their operational capabilities, quality of work and profitability.

Conclusion

The HRMS self-service kiosk is a virtual HR. It offers HR services to the employees who work off-campus and also for the desk-less workforce. There are two major components of the HRMS self-service kiosk, the software and the hardware. The software consists of various dedicated portals and dashboard for the HR department staff, employees and the management. The software also include system integration which allow centralized information center, which enables the business to boost the performance of their HRMS system. The digitalization and automation results in highly improved employee experience and very less work load for the HR department. The HRMS self-service kiosks are a great tool that help business to reduce the HR expense and also boosts its performance. On the other hand it improves employee happiness and employee satisfaction by reducing their journey and minimizing their efforts to access the HR services. The digitalized services also eliminate the human errors and make various processes faster and more effective. If you need help to improve your HR department’s performance, reduce the expense and ensure higher employee happiness, 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.

Check out this: Can Self Service Kiosk Machines Improve Revenue?

Posted in HR Self Service Kiosk | Tagged Employee Self-Service Kiosk, Employee Self-Service Solutions, HR Kiosk, HRMS Dubai, HRMS Self Service Kiosk, Interactive Kiosk Dubai, Self Service HR Kiosk | Leave a comment

Can Self Service Kiosk Machines Improve Revenue?

Posted on July 11, 2021 by admin

Self Service Kiosk Machines Improve Revenue

Can self-service kiosk machines improve revenue? The simplest answer is yes! The self-service kiosk machines are very helpful in improving profitability and increasing revenue in all types of industries. The customer behavior and market trends are also evolving in Dubai and all across the UAE. People don’t mind a digital interaction at all. In fact, people love to interact through digital mediums and channels and that is the reason businesses are adopting various digital solutions such as self-service kiosk machines. The self-service kiosks machines speed up the servicing process and can be easily placed in convenient locations which are near to your customers. Different industries have different applications, for example, in retail, it is estimated that almost half of the customers can cancel their purchase decision if the queues are too long. However, with the self-service kiosk, the business can not only speed up the process but can also easily provide more self-checkout counters to minimize the queues as well.

Similarly, the HR department can put employee self-service kiosks on remote locations such as near to the employee’s residence, or at the project site, etc. The HR department can offer HR services to all the employees who work off-desk or are away from the head office. Similarly, the self-service kiosks can be installed for the customers and guests to speed up the sign-up and registration process and much more. Here in Dubai and all around the UAE, we all must have seen the kiosks by the telecom service providers, which offers tons of services, people can pay their telephone and utility bills, they can top-up for the balance, and people can pay and subscribe for a variety of services. Which is very helpful for the customers as well as for the businesses by generating extra revenue.

Here are some benefits of a self-service kiosk that help businesses in improving their revenue and profitability:

Expand Your Customer Service

One of the biggest advantages of a self-service kiosk machine is that a business can easily expand its customer service with it. If you want to reach out to the unexplored markets, rather than opening up a new branch that is extremely expensive, a simple interactive self-service kiosk can do the job. You can put tens of kiosks less than the cost of opening up just one new branch. Then the operational and running cost is also very less. Businesses can place interactive self-service kiosks in various places closer to their customers, provide them convenience, an excellent experience, and quicker service delivery. The expansion cost with the help of a self-service kiosk machine is extremely low than that of opening up a new branch.

In Dubai and other parts of UAE, people are very used to of self-service kiosks, and whenever someone will have to travel for even a few miles during the busy hours, it could take a lot of time, especially in the congested areas of the city. This ruins customer experience, then the customers will have to wait in the long queues also, which also make them unhappy. Resultantly the customers end up being unhappy with the business. However with a self-service kiosk machine placed closer to your home or office, reaching it is easier and less hustle. There is also no queue on the interactive self-service kiosk. Which makes it ideal for improving customer experience and customer journey.

Improve Customer Journey and Customer Happiness

Customer experience and customer journey is very important for growth and revenue generation. If your customers are unhappy and unsatisfied, most probably they will not return. If your customer journey is too complex and time-consuming you will end up losing sales. Here in Dubai and all around the UAE the society is very modernized and developed, people are more aware and conscious, which makes them more demanding too. It is extremely important to take good care of your customers, meet their expectations, and make them happy if you want to grow. If your customers are happy and satisfied they will return and give you more business, they will also promote your business and brand among their social circles and will advocate for your brand. Customer loyalty improves customer retention, and a loyal customer base is considered to be a foundation for growth and progress.

A self-service kiosk machine is an excellent tool for customer journey transformation. It can offer services instantly and conveniently without long waiting and long traveling/commute. Customers can easily reach out to the nearest self-service kiosk machine and avail any service they want. Another great advantage of the kiosk is that it provides more control and empowers customers. Customers can easily choose whatever service they want, they can come back any time and change their plan, they can compare different services with more freedom and a lot many other features are also available. Such features and convenience significantly boost customer experience, make customer journey super friendly and fast, and make your customer happy and satisfied.

Improve Employee Happiness and Performance

An unhappy employee is a big problem in various industries, especially when it comes to a service-based industry the unhappy employee could not only repel your customers but they can severely impact your per-employee cost or per-service cost, or however you want to calculate it. The end game is unhappy employees increase expenses and decrease sales. The major reason employees being unhappy with their jobs is the workload and undesired gigs. Obviously, in a professional environment, the employees are only assigned for the jobs they are trained for. So, the only thing that needs rectification is the workload. If your employees are handling too many customers in a single shift, their work efficiency will start deteriorating. Which will definitely impact customer experience and customer journey.

With the installing self-service kiosk machines, many customers will prefer to use the self-service portal rather than waiting in long queues. So the number of customers who want a personalized human-to-human interaction will reduce hence the workload of the employees will reduce. Which will allow them to focus more on their primary tasks. The adequate workload is always pleasant for the employees it makes them happy, keeps them relaxed, and lets them perform well. This will increase their performance and it will also improve customer experience with them. This way a single employee will be able to serve more customers with quality service which will also reduce the cost. Moreover, good customer experience leads to better customer retention, which further helps to improve the revenue.

Improve Customer Retention

Customer retention is crucial for any business’s growth. A business can never maintain a steady growth rate until their customer retentions are good. Even if businesses are investing hugely in marketing campaigns and succeeding in attracting more new customers, if they keep losing the existing customers they could not sustain growth. It will be like a leaking pot, no matter how much more water you pour in it will never fill fully. This is why customer retention is considered to be a foundation for business growth and progress. However, it is neither so simple nor so difficult. With average efforts and good planning, businesses can attain higher customer retention. The self-service kiosk machines are a great tool to improve customer retention.

A self-service kiosk machine enables businesses to provide self-service interaction to their customers. The kiosks can be placed at the most convenient location to the customers. The self-service kiosk machines can also be installed at the business premises or branch where regular counters are already present and serving the customers on daily basis. The advantage of placing self-service kiosks at the branch is that the customers who want to get the service done quickly can do it by themselves using a self-service kiosk and the customers who prefer a more human-based interaction can sign-up for the queues to get the service from an agent or server.

The digital interface also makes the process simpler and easier, there are very few chances of mistakes in it. A cherry on the cake is that there is no wait time in the case of the self-service kiosk. Customers always hate waiting, it is an estimate that after at most 13 minutes of wait time, customers start getting annoyed. And interactive self-service kiosk machines provide instant service, without any wait time or queue. Moreover, the kiosks can operate 24/7 so the customers are not bound by any timings or such thing. These features improve the customer journey and customer happiness. Happy customers tend to be more loyal, they do repeat business and they also promote the brand among their social circles. So, customer retention can directly impact a business’s profitability and revenue.

Improve Brand Identity

In today’s world, brand image and brand identity is everything. No matter how good your products and services are or how cost-competitive your solutions are, if you have a negative or bad brand identity, your days are counted unless you do something to fix it. It is a very common perception in the marketing industry that a negative remark or customer opinion can damage a brand very badly and it takes almost eleven to thirteen positive feedbacks or positive opinions to compensate for the negative impact of just single bad customer feedback or negative opinion. Obviously, these figures are not easily quantifiable for all sectors and business types, but more or less the overall impact of a positive or negative customer experience is the same on every business. If a customer has had a bad experience and is left unsatisfied they will tell their friends, family, and colleagues about their bad experience, they will post about it on social media. This will result in a negative brand impression on your targeted audiences. For example, if you went for car insurance, you got a very bad experience there, later after some time, a friend or colleague or a family member asked you for advice on car insurance, you will definitely mention your bad experience with that service provider, and you will warn them too about it.

This is human nature, being a human beings tend to behave in certain ways, if we had a bad experience from anything, and we try to prevent it for our friends and family. This is how a bad customer experience can harm your brand reputation. An interactive self-service kiosk machine can prevent that by offering a great customer journey, without any wait time, the user interface offers more freedom of choice and enable the user to take as much time as they want to make a decision and with all other benefits, the customer can have a very pleasant customer journey. A good customer experience will make them loyal to your brand. Such customers are good brand advocates as well. They will suggest and recommend your brand to others and so on. A good brand reputation and a positive brand identity attract more customers and increase revenue. That is not all, a good brand reputation also aid conversion rates by any medium or marketing channel. For example, if you are doing social media marketing, and you have a great brand identity, people will click more on your ad, providing you more chances to convert them.

Conclusion

Can self-service kiosk machines improve revenue? Yes, they can. The interactive self-service kiosk machines are a great customer journey transformation tool. Think of the things that annoy your customers and results in a bad customer experience which makes them unhappy and unsatisfied. The customer experience does not start from the first step they put on your premises. But in fact, the customer journey also includes the time and troubles traveling to the business. The relation between a customer and a brand is very delicate, minor things can impact it. For example, if it is too hard to travel to your business, the customer will arrive unhappy, if they failed to find an easy parking spot, this could annoy them. Later when they arrived at the business, and then they will have to wait in long queues, they will be unhappy. If the waiting experience is bad, or even the air conditioning is not working properly they can get annoyed and angry. Then at the end, the agent’s behavior and service quality came. If any of the steps of the entire customer journey makes them unhappy they will arrive unhappy when they will arrive at the counter. This will make it very hard for the agent/server to make them happy, the customers will be stressed, anxious, unhappy, less understanding, maybe stubborn, and will get easily annoyed. However, with a self-service kiosk, there will be no such problem. The customers can easily access the desired service and get the work done by themselves.

Moreover, the interactive self-service kiosk machines also provide businesses with an opportunity to expand rapidly without investing a lot. A kiosk can effectively operate 24/7, there is no limit to how many customers it can handle, and it provides an excellent customer experience. The interactive self-service kiosk can be utilized alongside the regular counters, to reduce the workload of the employees and to offer your customers a quicker route. If your employees are happy they will focus more on their primary tasks and will be able to provide good quality service as well. All these factors which are helping out your customers and improving their customer journey will ensure higher customer retention rates, which increase customer loyalty. Customer loyalty plays an important role in brand identity and brand reputation. Good brand identity and a positive brand reputation attract more customers and also improve conversion rates. All these factors contribute to increasing the revenue either directly or indirectly. That is how a self-service kiosk machine can improve your revenue. If you want a self-service kiosk solution, feel free to reach us through our Contact Us page. RSI Concepts is a leading customer experience transformation solution provider in Dubai, UAE. Our solutions are cost-effective, customized, and ensure higher ROIs. We always welcome comments and suggestions, don’t forget to leave a comment in the comment box below.

Check out this: List of Customized Interactive Kiosks Designed by RSI Concepts

Posted in Self Service Kiosk | Tagged How self-service kiosks are changing customer behavior, self service kiosk statistics, Self-Order Kiosks, self-service kiosk research | Leave a comment

List of Customized Interactive Kiosks Designed by RSI Concepts

Posted on July 7, 2021 by admin

List of Customized Interactive Kiosks Designed by RSI Concepts

RSI Concepts is a leading brand offering a variety of customized interactive kiosks. Interactive kiosks have become an important feat in the marketing industry in Dubai, UAE. The interactive and customized kiosks come with hardware and software components specifically designed to boost marketing, offer self-services, multimedia content, adverts, and entertainment. Earlier the interactive kiosks had a very limited application, but with the advancement of technology, software enhancements, and customization the interactive kiosk has become more capable and useful. More industries and business sectors are adopting customized kiosks day by day with touchscreen-based interactive solutions to enhance customer experience. The interactive kiosk is a very good investment with excellent ROI. Businesses are utilizing them to reduce their resources, enable rapid expansion to the unexplored markets, and improving their customer interaction by offering instant services.

RSI Concepts have sensed this a long time ago, and we start building our applications and tools to improve the productivity and profitability of the interactive kiosk. We offer a completely customized application and management tool along with a huge number of available hardware accessories for our customized kiosk solutions.

Here is a List of Customized Interactive Kiosks Designed by RSI Concepts:

1. Intelligent Robot for Customer Services

Intelligent Robot for Customer Services

We designed an intelligent robot to be commissioned at a customer service center. The intelligent robot is customized to offer a lot of interactive and useful features, such as it have in-built facial recognition, voice-command-based assistance, and much more. The software is heavily customized to integrate the robot with various other systems to offer advanced functionality.

Here are a few features of our customized intelligent robot:

Dual Screens
Touch Screen Based Interaction
HD Industrial Grade Display
Voice Commands Enabled
Facial Recognition
Online Payment
Customized Software Application
Artificial Intelligence Based Algorithms

2. General-Purpose Self-service Kiosk

General-Purpose Self-service Kiosk

This is a customized general purpose self-service kiosk. The customized kiosk shown in the photo was designed to be used at an airport. The kiosk is very suitable for self-service at immigration, airports, mass transit, hotel check-ins, HR departments, self-service billing, real estate, HR departments, and much more. This interactive kiosk is built on a very flexible framework which allows us to further integrate more hardware components it needed and vice versa.

Here are a few features of our customized self-service kiosk:

A mid-size touch screen for the interface and a secondary display for adverts/entertainments
Emirates ID Card and Passport Scanner for Identification
Cash deposit and online credit/debit card payments
A regular size (A4) printer and thermal printer for receipt
Floor Standing and Moveable Trolley Base
Strong metal body with customized branding and color options
Digital Signature Pad
In-built CCTV/Facial Recognition Camera

3. Customized Menu Kiosk

The self-ordering menu kiosk is customized for the food industry, whether it is a dine-in, takeaway, or drive through the customized menu kiosk can help businesses to improve their customer experience and increase customer retention. The kiosk comes in multiple screen sizes along with various other flexible features to meet the needs of our clients. The customized menu kiosk is available for both indoor and outdoor.

Here are a few features of our customized menu kiosk:

Very responsive interactive touch screen
Various screen sizes are available
Floor standing, wall mount, and desktop designs are also available
Online Payment through credit/debit cards
Digital payments using Google Pay, Apple Pay, Samsung Pay, etc
Flexible integration with client’s internal system or sales system
Customer Loyalty Program Support Enabled
Centralized management with in-built remote management administrative dashboard

4. Customized Self-Service Payment Kiosk

Customized Self-Service Payment Kiosk

The customized Self-service payment kiosk is designed to accept both cash and digital payments as well. The interactive customized payment kiosk is best for general usage, it comes with a customized software application with the ability to integrate with other systems. Hence businesses can offer a lot of features and functionalities along with cash deposit, change return, and also digital payment via credit/debit card. The retail sector can utilize the payment kiosk as a self-service checkout counter.

Here are a few features of our customized self-service payment kiosk:

Medium Size Industrial Grade HD Display
Cash Deposit and Change Return Functionality
Credit/Debit Card Payment and other Digital Payment Gateway Integration
RFID/QR Code or Barcode Reader
Receipt Printer and Optional In-built Camera
Slim and Sleek Design, Metal Body and Customized Branding
Floor Standing with Optional Floor Mounting

5. Employee Self Service Kiosk or ESS Kiosk

Employee Self Service Kiosk or ESS Kiosk

Another customized design of an interactive kiosk is our employee self-service or ESS kiosk. The kiosk is basically a virtual HR. It is used by the HR departments to provide HR services via a kiosk. The main HR Kiosk helps businesses in reducing the workload of the HR department as well as providing instant HR services to all the employees. The kiosk has customized hardware and software components, designed specifically for HR services.

Here are a few features of our customized Employee Self Service Kiosk or ESS Kiosk:

Integration with HRMS and HR Services
Customized Design with Customized Features
Touchscreen, EID Integration, RFID, Printer and Scanner
Customized Software and System Integration
Remote Management
A variety of Compatible Hardware Accessories

6. Digital Signage Kiosk

Digital Signage Kiosk

The digital signage kiosk is a general-purpose interactive digital signage. Often used for marketing purposes, it is equally effective for self-service and online payment-based applications. The huge touch screen display enables us to design the most interactive and captivating user interfaces. The users can easily navigate through the interface and perform the tasks without any difficulty. The major application for this kiosk is the retail sector or certain applications that are designed for the general public. Online payment, in-built facial recognition, and other supported hardware accessories provide a great platform for innovation and convenience.

Here are a few features of our customized Digital Signage Kiosk:

Large Interactive Multi-point Touch Screen
Industrial Grade Display
Online Payment Functionalities
Rigid Metal Body for Safety and Longevity, Tip-over Protection
Floor standing and Floor Mounting Options
Customized Branding and Color Selection
Customized Software Application for Signage and Interfaces
Remote Management and Remote Access

7. General-Purpose Internet Surfing Kiosk

General-Purpose Internet Surfing Kiosk

The general purpose internet surfing kiosk is a customized kiosk with a physical keyboard and trackpad along with a touch screen. Usually, these types of kiosks are used for a lot of purposes. The HR department used these types of kiosks to provide easy interaction with their services. The online registration and sign-up applications work great on customized internet surfing kiosks. Moreover, various hardware accessories can be integrated with it such as EID, RFID, Thermal Printer, Online Payment, and a lot more.

Here are a few features of our customized general purpose internet surfing kiosk:

Mid-size Multi-point Touch Screen
Physical Industrial Grade Keyboard and Track Pad
Optional Thermal Printer, EID Reader, RFID, Online Payment
Customized Colors and Branding
Rigid Metal Body
Floor Standing Design

8. General-Purpose Interactive Kiosk

General-Purpose Interactive Kiosk

This is the very basic model of our interactive kiosk range. It comes with a simple touch screen interface, however, this model has the potential for intense customization. The internal hardware and added hardware accessories can turn this simple-looking kiosk into a high-tech futuristic machine. Tons of hardware accessories can be added to this kiosk with simple modifications. This played a role of base for a lot many advanced products as well. The simplest and most popular application is with an added thermal printer as a ticket dispensing kiosk machine for a queue management system.

Here are a few features of our customized general-purpose interactive kiosk:

Multiple Screen Sizes
Customized Branding and Color Options
A wide range of hardware customization
EID, RFID, Thermal Printer, Payment POS, Online Payments, QR Code Scanner, and much more can be added
Flexible platform for customization
Indoor and Outdoor Operation
Durable Metal Body
Sleek and Slim Design

9. Customized Tablet Kiosk

Customized Tablet Kiosk

Tablet Kiosks are gaining traction for the past few years, they are compact, low cost, and easy to maintain and install. Our customized tablet kiosk range is suitable for self-service and customer feedback applications. More businesses are adopting tablet-based kiosks for minimizing the cost of installing and maintaining the system.

Here are a few features of our customized tablet kiosks:

Android and iPad Based Touch Screens
Variety of models and designs
Available in steel, aluminum, plastic, and MDF materials
Tabletop, Wall Mount, and Floor Standing Designs
Slim and Sleek Designs
Rigid, Durable, and Long Lasting
Very Cost-effective

10. Customized MDF Kiosk

Customized MDF Kiosk

We have a wider range of MDF-based customized kiosks. We use very rigid and durable Fire Resistive and Waterproof MDF to design custom shapes and stands for the Kiosks. These kiosks are relatively cheaper, quicker to develop, and easy to move. For smaller applications, businesses prefer MDF-based kiosks. They can easily blend in with the interior and look very compact.

Here are a few features of our customized MDF kiosk:

Fireproof and Water Resistive MDF Materials
Customized shapes and designs
Designed to blend in with the interior
Suitable for small and medium-size touch screens
Easy to move and deploy
Unusual Shapes and Designs can be made
Cost-effective and require no or very little maintenance
Floor Standing, Tabletop, and Wall Mount

Check out this: 7 Benefits of Customer Feedback System

Posted in Customized Kiosks | Tagged Best kiosk design, Custom Kiosks, Customize Kiosk, Designing Custom Kiosks, Interactive kiosk design, Interactive kiosk manufacturers, Interactive kiosk software | Leave a comment

7 Benefits of Customer Feedback System

Posted on June 29, 2021 by admin

7 Benefits of Customer Feedback System

The business of different sizes and types are all investing heavily in customer satisfaction solutions all over the world. Especially in Dubai and other parts of UAE, the business is competing very hard to satisfy their customers. It doesn’t matter whether you are a local store, a small shop, a medium-sized enterprise, or a large corporation, customer happiness and customer satisfaction are equally important for all types and sizes of companies. Businesses are trying to improve their services and products, the customer journey, and customer experience. Unless and until a business understands clearly what customers want and what they think of the brand, customer satisfaction is extremely hard to achieve. The customer opinion about the brand, its business practices, and its services/products, is extremely important to understand customer’s needs, demands, and market trends. The marketers not only in Dubai but all over the world are struggling these days to satisfy their customers. Businesses are also investing a huge sum of their hard-earned profit in customer satisfaction solutions to ensure a long-term relationship with their customers.

Businesses clearly understand the importance of customer satisfaction but most of the time businesses are unable to understand why feedback is important to attain higher customer satisfaction? Well, let us assume you are a marketer or a business owner or a general manager, and you have improved your products and services, you have installed a brand new IT infrastructure, you have started offering digital services, you have improved customer interaction with your staff by various training programs and you did whatever you thought was necessary, but the question remains, how would you quantify all your efforts? How would you know if all those efforts are making your customers happy? What do your customers think about all those efforts? The simplest answer is to ‘ask them directly’. And a digital customer feedback system is the best method to do so. These days are long gone, when your sales staff or employees were going after customers and asking them to fill in long feedback forms on paper. Today the world is technically more advanced and digitalized. People simply just don’t do that anymore. But if you can provide them a digital medium to interact, they will happily express their feelings and experience with your brand.

Here are some benefits of a customer feedback system:

1. Listen to Your Customers’ Opinion

Listen to Your Customers’ Opinion

These days the marketers and businesses are ditching the old traditional marketing techniques. The customer experience and customer satisfaction is far more important than ever before. In order to improve your customer’s experience, you must let them talk and you must listen to them. Give them an impression that you are eager to hear their opinion. Customer Feedback System provides a direct channel to your customers to express their feelings and thoughts. When your customers know that you care for them and you value their opinion they will become more loyal and more flexible towards your brand.

Personalized surveys and feedbacks are very important and can provide a very accurate and comprehensive understanding of customer’s mindsets. It is important to know what they like and what they dislike, it is vital to understand what your customers are expecting from you. If your customers think they are unheard they will immediately start thinking about other options. If they have the assurance that the business is eager to learn and resolve the problems they are facing they will remain loyal. A customer feedback system provides a chance to build trust and loyalty among customers and businesses. The data collected from the feedback doesn’t only help businesses to identify the areas of improvement but also leaves a very positive impression on your customers. These days the customers are very attracted towards personalized experience, once you ensure them that you will listen to them they will start getting attached to your business and brand.

2. Let Your Customer Know they are Important

Let Your Customer Know they are Important

A customer feedback system also gives an impression that the business value its customers and their opinions. This leaves a very great impression on customers’ minds. If they think they are valuable they will remain loyal to the brand as well. This is very important for customer retention that a brand conveys that message to their customers that they are very valuable to them, it builds a sense of importance. In Dubai and in fact, all around the UAE the customers’ expectations and behavior have been changed rapidly over the past few years. The two major factors that impacted the market are the competition, the entire UAE market is very competitive and growing, and the second factor is customer awareness, customers are far more aware and more demanding now. The customer feedback system is one of the most effective ways to increase customer trust and customer engagements, when a customer is proactively asked to opine or express their feelings and then adequate actions are being taken to satisfy the customer, this makes them happy and satisfied.

When a business regularly asks their customers about their opinion and then takes action, the customers feel more connected to the brand and think that the business is actively resolving their issues and problems and prioritize them. This improves customer retention and customer loyalty too. The customers with such experiences tend to remain with the brand even if they had a few bad experiences over time. And that is very important for customer retention. A sustainable and loyal customer base is a key to success. Without customer retention, a brand or business can’t survive. Their profitability will decrease, their marketing budget will be increased and their growth will be halted. So, maintaining a great, personalized, and trustworthy relationship with your customers is the key to success in the modern digitalized and internet-driven world.

3. Measure Customer Satisfaction

Measure Customer Satisfaction

Customer satisfaction is literally the direct measurement of the entire performance of the business. If your customers are not happy and satisfied then that means you are lagging somewhere. Here in Dubai and all around the UAE, the general population is very advanced and technologically sound, the trends are media-driven, the internet plays a very important role in a common man’s life. This is the reason the customer’s expectations from their brands are also very high. In such scenarios, customer happiness and customer satisfaction are extremely important for a business to sustain and grow. There are several methods to measure customer satisfaction using a customer feedback system, some of the most popular are:

CSAT Score: This CSAT or Customer Satisfaction Score category has general questions with predefined answers, or smiley emoticons, or 0 to 10 scale and such.
CES Score: The CES Score or Customer Effort Score is used to understand how difficult or easy the customer journey was in the eye of the customers.
NPS Score: One of the most important customer feedback categories is NPS Score or Net Promoter Score, it asks the customers how likely they will going to suggest or recommend your brand to others.
General Satisfaction: This is usually a random question about their experience, and is used to improve the customer engagement in the customer feedback or survey.
Open-Ended Question: The open-ended question is usually a text box where customers can express themselves freely by writing their suggestions, feedback, compliments, or complaints.

These are just the basic categories of the questions in a standard customer feedback system and these are the most commonly used questions to measure customer satisfaction. These questions will help businesses in understanding various aspects of the customer interaction with the brand and this data can be further utilized as business intelligence input to make future strategies to ensure higher customer retention and growth. Moreover, businesses can directly ask them about their interaction with the employees and later businesses can easily take steps to improve employee performance which will directly impact customer satisfaction and customer experience.

4. Improve Products and Services

Improve Products and Services

The customer feedback system is a great tool to understand market trends, customers’ behavior, and their expectations. Using a customer feedback system businesses can directly ask them to opine on various aspects of the product they have purchased or the service they have availed. The businesses can ask them directly to opine on different specs and features of the products and services to evaluate them. This will help businesses to improve their products and services in the future. Here are some examples of the questions that businesses can ask:

The customers’ expectations from their purchased products or services such as what would they like to see in the future in the product or service they have purchased?
What things do they like and what they don’t like?
What makes their products and services better than the competition?
What other products or services they would like to purchase in the future?
What other products or services they think that you should offer in the future?

And a lot many other questions. Those questions could also be about a particular product or service and its features which will help businesses to get a better understanding of what is being appreciated by their customers and what else they should offer them to improve this particular product or service.

For example, let us take an example of a smartphone, the reason why I am taking this example is that in UAE almost everyone owns a smartphone, and there is a 60% chance that you must be reading this article from a smartphone or a tablet right now. Anyway, in the case of a smartphone, the brand can ask them why they are purchasing this particular smartphone, is it the long battery life, or the touch screen, or camera or the sound quality or any such thing, this will provide the brand with an understanding of the general liking and disliking of the people, for example with this example a brand can understand that a particular flagship for a certain price range is desired by its screen or long battery life, and in future, they can improve their upcoming models and make a marketing strategy to improve sales.

The customer feedback system is a very powerful tool and it provides a lot of information and data that help businesses in many ways to improve profitability and growth. Customer satisfaction is obviously the primary objective but all other relevant things can be improved too which either directly or indirectly impact customer satisfaction.

5. Improve Customer Journey and Customer Experience

Improve Customer Journey and Customer Experience

The customer feedback system is very capable of evaluating every touchpoint and all sorts of customer experiences throughout the entire customer journey. Whether you are selling products or offering services, or you are a small salon owner or an airline, customer feedback is equally important for all sorts and sizes of businesses. These days especially in Dubai and all around the UAE the customer journey has been completely changed due to huge shifts in customer behavior and market trends in past few years. Designing and improving customer journeys could be tricky. Businesses are introducing innovative solutions and systems to resolve this problem. Some are investing heavily in IT infrastructure and digitalization. Some are investing big in opening up new branches at newer locations. Some businesses are investing in marketing and social media to improve their brand image. Almost all sorts of industries and sectors have witnessed a huge rise in the adaptation of digital solutions and services. This is why the customer journey is getting trickier and difficult to manage.

Businesses are investing big time in improving the customer journey and customer experience these days. There are so many vendors and service providers advertising new solutions to improve the customer journey and customer experience. But the only way to evaluate and understand the effectiveness of all your efforts is to ask directly to your customers about it. Businesses can ask different types of questions to understand various aspects of the customer journey, such as:

Q: How was your experience today? A: A score gage or scale, happiness meter, etc
Q: How would you rate the agent? A: Rating Scale, 0 to 10 scale, Happiness Meter, etc
Q: How well the agent understands your needs? A: 0 to 10 scale, Happiness Meter, etc
Q: How was your waiting experience? A: A score gage or scale, happiness meter, etc
Q: How easier or difficult was the payment process? A: 0 to 10 scale, Happiness Meter, etc
Q: How likely will you recommend us to others? A: A score gage or scale, 0 to 10 Scale, etc
Q: How difficult it was to find a parking spot? A: A score gage or scale, 0 to 10 Scale, etc

Such questions that help customers and visitors to express their feelings about their current experience and journey provide a deep insight into the customer experience. The customer feedback system with the right tools and features could be a great help in identifying the areas of improvements in the customer journey and customer experience and also evaluating your products and services. The businesses can easily understand the customer interaction on all touchpoints hence singling out the one that needs improvements is easier. On top of that, the customers do also opine on what they need or what they wish the brand to offer in terms of customer experience and/or products and services. Which is a great source of business intelligence data that is very helpful in taking actions, making strategies, and improving the customer experience throughout the entire customer journey.

6. Identify Happy and Unhappy Customers

Identify Happy and Unhappy Customers

Identifying happy and unhappy customers is very important and is very helpful in improving customer experience and customer retention. Whenever a business installed a customer feedback system both types of feedbacks are expected. Most businesses only focus on unhappy customers and negative feedback, but it is equally important to consider positive feedback too. Here in Dubai and all around the UAE our customers usually show concern about the bad customer experience, they are only focused on identifying the causes of the bad customer experience and trying to improve everything to prevent those bad experiences. However, good or bad all feedbacks are equally important and businesses can learn a lot from both types of feedback.

In case of bad customer feedback or negative feedback, the businesses should immediately identify the customer who has had a bad experience, then the concerned team should contact them to enquire further or take steps to prevent that. In case of any bad customer experience and negative feedback, the businesses must have to identify the root cause of the issue as well. The business should contact the customer, ensure them they will take steps to fix it, then inform them that we did this or we did that to ensure such a bad experience won’t happen again. Offer a promotion, or discount, or something good to the customer which could reduce the negative effects of their bad experience. There are tons of data and various studies showing that negative feedback has very negative effects on the brand reputation and in order to neutralize its effects almost ten to thirteen positive experiences are required. So, it is extremely crucial to identify the unhappy customers and then try to make them happy.

Similarly, happy customers are also very important. The happy customers will tell you about the good things about your products and services, you can try to improve those features and offer more similar features in the future to increase customer happiness. Another important thing is that the happy customers with positive feedback are the ones who are most likely to spend a little more in the future. So, the marketing team can try to pitch them new offers and the latest products and services and they can get a better conversion rate. In addition, the business can prioritize them to improve their experience and customer journey even further to increase their loyalty to the brand. A loyal customer base is considered to be the foundation of success. So, it is equally important to identify the happy customers as well as the unhappy customers.

Collect Vital Business Intelligence and Make Future Plans and Policies

The customer feedback system is a great source of business intelligence data. It provides very accurate data on customer satisfaction and customer happiness. The businesses can easily evaluate the existing customer journey and customer interaction with the brand and then this data can be analyzed to further improve the customer journey and customer experience. The business can also evaluate its products and services using a customer feedback system. Moreover, employee performance can also be analyzed on the basis of customers’ opinions and feedback data. Businesses can take initiatives to improve their products and services. The features that are most disliked can be discarded and the features most praised can be improved further to attract more attention from the customers and visitors.

One of the greatest advantages of a customer feedback system is that it provides very accurate and direct feedback from the customer. Since the customers are giving their opinion on an automated system, mostly the feedback is highly accurate and the opinions are very honest. This further helps businesses to make policies, strategies and plans to improve each and every area of the customer journey that can make their customers happier. The employee or agent’s performance can also be measured and then the business can take steps to either replace the low-performing employees or to train them to make them able to satisfy their customers. For decision making, such as an amendment in the customer journey or improving your products and services and quality the customer feedback system’s data is very vital. Using this data businesses can make plans and strategies to improve customer happiness and satisfaction.

Conclusion

The customer feedback system is a very important tool to improve customer happiness and customer satisfaction. The customer feedback system allows businesses to directly ask their customer about various aspects of their customer journey and customer experience. The business can also get a direct opinion of their customers on their products and services. The data collected from a customer feedback system is a great source of very accurate and important business intelligence. The business can utilize the data to improve their products and services, customer journey, customer experience, and overall profitability and productivity. The customer feedback system is also very convenient for the customers, it can offer multiple mediums and channels to the customers to let them give their feedback easily. The in-built data analytical engine process customer feedback and generates reports.

The customer feedback system is a very powerful tool designed to improve customer happiness and customer satisfaction. Especially in Dubai, UAE businesses are very concerned about their customer journey and the influence of modernization and digitalization. In such circumstances, a customer feedback system is a great source of gathering vital business intelligence and it also aids in building pleasant relationships with the customers. The customers feel a sense of importance when businesses proactively ask them for their opinion. It builds trust and loyalty. A loyal customer base is a foundation of success. It is always recommended to acquire professional help in such projects. RSI Concepts is a leading customer satisfaction solutions provider in Dubai, UAE. We are offering state of an art customer feedback system with modern and advanced features. 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 is Employee Self Service Kiosk?

Posted in Customer Feedback System | Tagged benefits of customer feedback surveys, Customer Feedback, importance of customer feedback, what is customer feedback, why is customer feedback important to an organisation | Leave a comment

What is Employee Self Service Kiosk?

Posted on June 21, 2021 by admin

The simplest answer is that it is an ordinary interactive kiosk with additional features to aid HR services. These days in Dubai and all around the UAE businesses across all sectors with desk-less workforce or the employees who don’t have convenient HR access are adopting Employee Self Service Kiosks or ESS Kiosks. Another primary objective to provide Employee Self Service Kiosk also known as an HR Kiosk is to reduce the HR workload, improve the department’s productivity and increase employee happiness and satisfaction. Employee Self Service Kiosk improves employee experience by offering 24/7 services at their convenient locations and doesn’t require any HR personal either. The employees can go to the ESS Kiosk at any time and immediately get served. This also reduces the wait time and makes the service delivery easier and more comfortable for the employees. Employee happiness is equally important for employee retention and employee performance. If your employee is happy and satisfied they will tend to be more productive and efficient. As the employee self-service kiosk is helping businesses to improve their employees’ performance, it is also very helpful in boosting HR performance. The HR staff will have less daily footfall, and they can focus on more strategic tasks, and productive initiatives to improve the overall culture and profitability of the organization rather than consuming their efforts in manual paperwork, filing, printing and mailing, and managing daily requests.

Employee Self Service Kiosk Introduction

The employee self-service kiosk is a touch screen interactive kiosk with capabilities of offering self-service and much more. Self-service technology is widely spreading across all industries, not only in Dubai, UAE but all across the world, the businesses and industries are rapidly adopting self-service technologies. Especially in the late 2020 and throughout 2021 we have witnessed a huge growth in self-service technologies. The employee self-service kiosk or ESS kiosk is specifically designed to offer HR services on a self-service platform. The employee self-service kiosk doesn’t require any assistance from the staff or an attendee, in fact, the employees can avail various HR services on their own. This enables the businesses to provide HR services at any remote location such as the project site, employees’ accommodations, and site offices, or anywhere else where the HR personal are not available. And it is also very helpful in improving employee happiness and satisfaction which directly aids employee retention and improves the overall efficiency of the entire operations.

Employee Self Service Kiosk Technology

The employee self-service kiosks are built with very widely available and general-purpose technology. It is due to this reason the customized HR Kiosk or Employee Self Service Kiosk solutions are very cost-efficient. The ESS Kiosk mainly consists of an interactive touch screen, on-screen keyboard or a physical keyboard & trackpad, a regular size (A4) printer, a regular size scanner, Emirates ID Card or EID Scanner, RFID Scanner, Passport Scanner and in some cases biometrics scanner and camera or retina scanners as well. The development of the software is fairly simpler as all the hardware devices are very widely available so their programming and integration are not that difficult, this also reduces the cost of the system. The software is usually built as a core server-side application, which communicates with various other databases via secure web services or APIs and does all the logic and data processing. The software also provides an employee interface or self-service dashboard and administrative panel. The server is linked with interfaces via web-based apps/interfaces or native windows based applications. Of course, there are so many more hardware and software features that can be added depending upon the requirement. Covering all of them is not possible. But the above-mentioned components are the very basics of the employee self-service kiosk technology.

How Employee Self-Service Kiosk Works?

The working of an employee self-service kiosk is very simple. The ESS Kiosk is built on a software platform, which is linked to HRMS (Human Resource Management System) and Intranet or ERP. It could also be linked to various other enterprise solutions and systems to further improve the services and to provide more features and facilities to the employees. These all integrations and data synchronizations are being done at the software level, mainly at the core server-side applications. All the hardware accessories such as EID Reader, RFID, Scanners and Printers, and everything else is also linked and integrated with the core server-side application via the interfaces. Whenever an employee arrived at the ESS kiosk machine, the very first thing they will have to do is to identify themselves. This identification or signing-in is done either by Work ID, or EID, or Biometrics, or any other preferred identification method. Then the kiosk relays that information to the employee database to identify the employee. Another method is to allow sign-in or log-in by using the username and password credentials.

Whatever the case is, once an employee is being identified and signed in to the employee self-service kiosk dashboard, they are able to utilize various services. All these services and options are as per the access and authorization level of the employee, for example, a supervisor might be able to see the information of their subordinates as well, while the junior workers are only authorized to access their own information only. In Dubai and all around the UAE, the Employee Self-Service Kiosks or HR Kiosks are widely used to offer almost all sorts of HR services. All the HR services are listed in an interactive UI, once the employee navigates to their required services the service panel has been opened up, the employee can follow the instructions to avail the service. All the data is being processed in real-time and once the employee is done, all the relevant systems and corresponding databases are automatically and immediately updated. Then the system prompts a message to ask the user/employee if they want to utilize another service or if they want to end the session by logging out. For the employee the process is very simple, for the HR staff all the databases and HRMS or HR management system and any other relevant system get automatically updated, hence they also don’t have to do any manual paperwork or filing. This helps to reduce the workload of the HR staff as well.

Benefits of an Employee Self Service Kiosk

The employee self-service kiosk has several benefits. Mostly in Dubai and all around the UAE businesses prefer to have a customized solution rather than any off-the-shelf ESS Kiosk. The customization further increases the efficiency and benefits of the kiosk. However the basic remains the same. Here are some benefits and important features of an Employee Self Service Kiosk:

1 Offer HR Services Remotely

Offer HR Services Remotely

Remote HR services or virtual HR is a very great feature for employees and the HR department as well. The employees who work desk-less or work at remote locations, project sites, or simply away from the head-office or HR office can easily avail HR services through Employee Self-Service Kiosk. The ESS Kiosk is equipped with various hardware accessories and the capability to access all necessary employee information and HR services. Without the HR Kiosk or ESS Kiosk, the employees will have to plan a visit, and the businesses will have to give them off-hours, arrange alternate and arrange transportation to the HR which is not only a big hustle but it is also very counter-productive. It ruins employee experience and makes them unhappy and unsatisfied with HR.

2. Improve Employee Experience and Employee Happiness

Improve Employee Experience and Employee Happiness

If the employee will have to schedule their visits then there are so many factors involved which could make the entire experience very bad for them. The first thing is they will have to request for the day off or even the half-day off could also be difficult in some cases. They will have to request their supervisors or immediate senior person to let them go there, then the transport manager will also have to arrange the transport, and a substitute might also be required to fill in the gap. This entire exercise is time taking and it will make employees very reluctant and hesitant to plan to go to HR. However, if the services are provided through Employee Self Service Kiosk then the employees can access the kiosk anytime when they want, these kiosks can also be placed at the accommodation, as the services are digitalized and automated so there is no timing compulsion as well. There are not long queues, and there is no stressful wait time either. This improves the employee experience, makes them happy, and enables a very pleasant customer journey.

3. Increase Employee Satisfaction and Aid Employee Retention

Increase Employee Satisfaction and Aid Employee Retention

A pleasant HR experience and a convenient HR journey make employees happy and satisfied. Employee happiness and satisfaction are key to employee retention. In Dubai and all across the UAE where work opportunities are always available, the market is very vibrant and people are continuously switching jobs the employee retention is a very big deal. The HR department is investing a lot of resources to improve employee retention. Employee retention is very important as skilled workers and experienced employees are a great asset for any business or production unit. No matter which industry or type of business you belonged to, employee retention and employee happiness are always very beneficial in increasing work efficiency, work quality, profit, and efficiency. The employee self-service kiosk is a great tool to boost up employee satisfaction and happiness.

4. Increase HR Department’s Efficiency and Profitability

Increase HR Department’s Efficiency and Profitability

Businesses and organizations are always pouring a lot of resources into their HR and still struggling to improve HR efficiency. The only reason why too many resources are required at the HR is the daily requests that the HR staff will have to serve and the tedious manual tasks. The business and organizations in Dubai, UAE, and in fact all around the world are still lagging in digitalization and modernization. There are too many manual tasks that are reducing the efficiency of HR. For example, each time an employee arrives at the HR department will have to take their requests, sometimes on paper, then they will have to do manual filling and then after the service delivery then there is more manual work, such as printing, keeping records, updating files, mailing and so on. In some cases, the HR department also requires to manually upload all the progress to the digital system.

This is very time-consuming work, the more the HR resources are consumed on such things, the HR cost gets higher and the returns are not satisfactory. However, with a digitalized version of the HR services and the HR Kiosks or Employee Self-service Kiosks almost 60 to 80 percent of such work can be avoided. The paperwork can be avoided which can significantly reduce the HR department’s cost. The employee’s journey and experience can be improved. The HR staff can be reduced. The HR staff can focus more on strategic initiatives and productive tasks to improve the employee performance and overall quality of the products and services, which could be very beneficial in long term for the business. This all results in long term sustainable growth, cost cut, and improved HR efficiency which directly increase profitability.

5. Effectively and Easily Implement Policies and Better Communication with the Employees

Effectively and Easily Implement Policies and Better Communication with the Employees

The Employee Self Service Kiosk not only helps to improve the employee experience and HR efficiency, but it also helps HR to easily implement company policies instantaneously. The ESS Kiosk can provide a direct and personalized communication channel as well. The HR department can make announcements and share company updates and news or such information through the employee self-service kiosk. HR can also communicate directly with the employees to provide them a better-personalized experience. The ESS Kiosk is also a very good source of collecting employee feedback. The manual feedbacks are difficult and sometimes the employee doesn’t feel better in talking to a person and expressing their true feelings, so an employee survey or a personalized questionnaire could provide direct insight into the employee’s perception of their company and much more. These all things are very helpful in improving employee’s skills, employee retention, and quality of work, efficiency, and overall profitability.

Employee Self Service Kiosk Cost and Maintenance

As I have mentioned that the employee self-service kiosk or ESS Kiosk are built with very widely available technology. It means the cost will be lower, the interactive kiosk industry is rapidly growing worldwide which attracted a lot of attention from global manufacturers and results in a great cost reduction. The hardware devices and components used to build employee self-service kiosks are widely available and also used in other industries so the competition is very high and the cost is very competitive. This reduces the cost of the kiosk as well as its maintenance and upgrade. Another great feature of the HR Kiosk or Employee Self Service Kiosk is that once it is being deployed, it can work fully automatic and doesn’t require any human attendee or regular maintenance. The interactive kiosk itself is built with a very rigid and long-lasting technology that doesn’t require maintenance for years. So, the employee self-service kiosk can remain operating autonomously for years. In case if the kiosks are placed outdoor or in places where the elements and dust is present then only timely cleaning can suffice. The components can last for years. This makes the entire system very cost-effective and easy to maintain.

Conclusion

An employee self-service kiosk which is also known as HR kiosk or ESS Kiosk is a simple interactive self-service kiosk machine. It enables its users to access a variety of HR services 24/7. The employee self-service kiosks are popular for offering a great employee experience and a great employee journey. All those employees who work desk-less or are posted on remote sites or are living away from the head office or are not been able to reach out to an HR person easily can be entertained through the virtual HR or Employee Self Service Kiosk. The ESS Kiosk is also very helpful in reducing HR costs and improving its work capabilities. Offering HR services to all employees 24/7 at their doorsteps, or at their accommodations, or at their worksite significantly reduces the daily footfall of the HR department and allows the HR staff to focus more on primary tasks and productive activities. It also provides HR staff with a direct communication channel with the ability of personalized communication as well.

The overall impact of the Employee Self Service Kiosk is great on improving employee happiness, reducing HR costs, and increasing HR efficiency. This helps businesses in increasing employee retention, which is very important to maintain good quality. The skilled workforce and experienced employees are more productive, efficient, and more capable of delivering high-quality work. Which is extremely important to sustain customers and improve brand image. Thus the Employee Self Service Kiosk and its impact on various aspects of the business can be very profitable in the longer run. RSI Concepts is a leading name in Employee Self Service Kiosk industry in Dubai, UAE and we are also offering HRMS and other HR solutions to help businesses to sustain steady growth and to increase their profitability. If you are seeking a solution to improve HR performance and employee happiness, 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: Pros and Cons of Employee Self Service kiosk

Posted in Employee Self Service Kiosk | Tagged Employee Self Service Kiosks, Kiosk solutions, self service kiosks, Self-ordering kiosks, Self-service kiosks in banking | Leave a comment

Pros and Cons of Employee Self Service kiosk

Posted on June 9, 2021 by admin

The Employee Self Service (ESS) System comes as an extension of HRMS (Human Resource Management System/Software). These days more and more businesses in Dubai and all across the UAE are adopting Employee Self Service Kiosks due to their great employee experience, convenience, and advantages for the HR departments. The Self Service Kiosk is very capable of reducing HR Staff’s workload, increasing the overall efficiency of the HR department, and also automating various HR processes and services. By placing HR Kiosks or Employee Self Service Kiosks in the proximity of where your employees are working or living can save a lot of time and resources. The employee can avail of various HR services immediately, and they can avail of the service at any time, all the services are available on kiosks 24/7. But before you consider purchasing an Employee Self Service (ESS) Kiosk, you should be aware of the major pros and cons of the system.

Pros of Employee Self Service Kiosk

Pros and Cons of Employee Self Service kiosk

There are too many benefits and advantages of installing an Employee Self Service Kiosk. Here are some benefits of having an employee self-service kiosk:

Increase Employee Happiness and Profitability

Usually in Dubai and UAE, we see that most of the time employees are posted off-campus or at project sites. Usually, the employees are also living in different locations. Or it could be a local or regional branch where employees are working. The problem here is that the HR is always located inside or closer to the head office. In case if the employees are living and working in a separate emirate and the HR is located in separate emirates, it could cause a lot many issues for both the employees and also for the HR department. The employees will have to take half leave or even a full day off in order to arrange the visit to the HR. That is not all, the company will have to arrange the transport too. This increases the expense in terms of both the cost and the human resource as well as the supervisor will have to arrange an alternate for that employee as well.

It is a common sight that at the HR department we always see a lot of visitors, most of the time the HR have to hire more staff to accommodate the incoming flow of the employees on regular basis. After applying for leave, getting approval to visit HR once the employee reaches HR they will have to wait again in long queues. That is a very difficult customer/employee journey and this could be very frustrating, the employees will end up unhappy and unsatisfied.

But once the HR department integrates the HRMS (Human Resource Management System) with Interactive Self Service Kiosks, and place those Interactive Employee Self Service Kiosks on easy to access places or near to the employees where they can easily access them. And they can avail themselves of the HR services from the HR kiosk without worrying about taking off or waiting in long queues or traveling. This can completely transform the employee experience and employee journey. The employees feel more empowered, more satisfied, and comfortable. They don’t have to make plans and do arrangements for their visit, in fact, they can instantly avail themselves of the HR services from the Employee Self Service Kiosk.

Happy employees are a great asset for businesses. Happy employees result in good quality work and better efficiency which is great for customer happiness and customer loyalty and ultimately it results in greater profitability and productivity. Happy and satisfied employees are mostly more loyal to the employer, this improves the employee retention rates as well. Which is very helpful in long-term success and stability.

Employees can avail themselves a variety of HR Service Instantly using Employee Self Service Kiosk

Your employees can easily avail a variety of HR services instantly using Employee Self Service Kiosk. All of the services will be available 24/7. The employees don’t have to wait in long queues. The Kiosk can be placed at the closest locations to the employees either at their worksite or either at their accommodations. The HR department can significantly improve the employee experience, employee journey, and employee satisfaction by offering HR services using the Employee Self Service Kiosk.

Here are some of the services that are usually being offered via Employee Self Service kiosk in Dubai, UAE:

Time Clock, Overtime Calculator
Attendance and Schedules
Benefits and Incentive Calculator
Loan Status and Details
Online Applications and Forms
Leave Request
Travel Requests
Salary Certificates
Document Printing and Scanning
Announcements and Noticeboard
EID Scanning, Passport Scanner
Document Scanning and Uploading

Above all are the most commonly used services and features in Dubai and all across the UAE. However, there are tons of others features that can be offered through the ESS Kiosk.

Integration with other Software, Hardware, and Enterprise Solutions

The Employee Self Service Kiosk can easily be integrated with other hardware tools and software tools in order to offer more services or for certain operations. The ESS Kiosk itself is built with a very widely available technology so finding hardware accessories, such as RFID Scanner, Barcode or QR Code readers, Intercom, and such things can easily be integrated within the system.

On top of that, the Employee Self Service Kiosk is also very flexible towards customization and software integration. For example, the software and interface can be customized as per the business processes and policies of the business, hence there is no need to modify your business practices in order to integrate the ESS Kiosk. Another great feature is that the kiosk can easily be integrated with other organizational tools and databases to synchronize the data automatically. This saves a lot of time and lets businesses digitalize any kind of HR service. Data safety and security are ensured by allowing secure access and signing-in process.

Improve HR Efficiency and Reduce Cost

The HR department is always the busiest department. Especially in Dubai and UAE, the businesses are struggling with their HR departments, continuously pouring resources to improve their efficiency. The HR department is a very vital part of any business or enterprise, it makes sure that:

The skilled staff and employees are always available
The employees are happy and satisfied
The employees are performing at their best
The resources are utilized effectively
The maximum level of productivity and efficiency is achieved

These responsibilities ensure that the business will be able to achieve its goals. Those are not so easy tasks. The HR department is always overloaded with lots of work.

Most of the time the major HR resources are consumed in handling the daily footfall. As there are too many daily queries by the employees and the HR should have to assist them as well along with maintaining the documentations. The HR department has to maintain and everything, the traditional method in Dubai, UAE is to maintain everything manually and then upload the data to the digital system.

The HR staff has to go through tons of manual work including manual files, printing, and scanning, maintaining records, and then uploading each and everything in the digital version. Another tedious task is mailing and processing letters and applications. Altogether these all tasks require a lot of HR resources in terms of both the human resource and the cost as well. When measuring the cost over return ratio for HR under such circumstances, it is not satisfactory at all.

Businesses are always willing to go the extra mile in order to improve HR efficiency and expenses. The Employee Self Service Kiosk is a great tool to achieve both. The HR department can digitalize its services along with almost all of the service delivery processes. Digitalization enables automation, the automation reduces or completely eliminates human intervention. This helps the HR department to reduce its operating expenses and cost. Above all the reduced workload on the HR department means the HR department can perform better with fewer resources, which further reduces the cost and improve efficiency. The HR staff can now focus on more productive tasks than just taking prints, sending letters, and assisting the daily visitors.

The HR efficiency and increased productivity reflect on all other departments as well. HR is not more focused on productive tasks, such as resource allocation, employee performance monitoring, employee development programs, and training, etc. This can have a huge long-term impact on the growth of the business. And all that can be achieved by simply adding Employee Self Service Kiosks to the equation. The great thing about the ESS Kiosks is that they are also not very expensive, and they can easily be integrated into the system.

Easy Communication with the Employees

The ESS or Employee Self Service Kiosk opens up a direct communication channel between the employees and the HR Department. The HR department can easily make announcements, or push news and info on the screen of the HR kiosk. Such communication is simpler and robust. All the employees can instantly be notified and all the news or announcements or messages can be conveyed to a large sum of employees without any extra effort or cost.

The Employee Self Service Kiosk also enables direct or personalized communications for each employee. For example, whenever an employee will have to avail of any HR service they must have to sign in to the system to identify themselves. The system can then push the personalized message or notice to that particular employee. This made communication easier, quicker, and cheaper.

In case if there is a problem or issue or if an employee wants to visit the HR department they can also be provided with an online appointment booking service to book an appointment with the HR department, this can also save a lot of time as well.

Cons of Employee Self Service Kiosk

As there are so many advantages of Employee Self Service Kiosk there are some disadvantages too. Automation and digitalization make the entire system autonomous. There is no limit of time to avail of the service, in fact, the services are all available 24/7. However, eliminating the human factor from the services is not always good, it has its own pros as well as some cones. Here are the cons of using Employee Self Service Kiosk:

Less Direct Interaction and Discussion

As the Employee Self Service Kiosks open up easy communication channels between the employee and the HR department, but easy doesn’t always mean ‘effective’ too. In some cases, human interaction and direct discussion are also necessary. While utilizing the ESS or Employee Self Service Kiosk the employees can get distanced from the HR department. The HR department can also lose sight of the intellectual of an employee. Which could be counter-productive in managing disputes or taking instructions, the lack of face-to-face discussion or communication leads to distrust and unfriendliness. Which is neither good for the employees nor for the HR department.

The HR department must be able to understand the true potential of employees, in order to improve their performance and efficiency, the HR staff must have to understand their concerns and their problems. There is no better method than a one-to-one discussion. That is why human interaction is also necessary when it comes to employee development and employee performance. In some cases when the HR is communicating a certain matter or let say a certain decision that they have made for the employee or just a simple leave or rejection, the employees at that stage want to argue and discuss rather than reading a few sentences on a digital screen.

The HR department is responsible for better resource utilization, employee development, training, etc. They must have to understand the employees in order to encourage them to improve their work efficiencies. That is a big hurdle in the way of ESS or Employee Self Service Kiosk. This also leaves a very bad impression of HR on the employees.

Errors and System Training

In Dubai and UAE, the workers are welcomed from all around the world, most of them comprise of Asian nationals. The businesses are thriving and growing, which is even attracting more ex-pats and workers from all across the world. Not everyone who is working here is familiar with English and Arabic, the most dominating languages. This also causes trouble when people are utilizing the Employee Self Service Kiosk. Employees are not always much familiar with the language, in fact, most of the time, people can understand enough to perform basic functionalities such as availing of HR services, but not everyone is familiar with the interactive touch screens and they might make mistakes while operating the interactive touch screen interfaces.

Such problems require the HR staff to update the system as well as doing the process manually. Usually when users are asked to fill in online forms through the Employee Self Service Kiosk, or update their documents and information, for example, update the new Passport Number, or input the Emirates ID expiry date, etc people tend to make mistakes. In order to prevent that, sufficient training is required for all of the employees to enable them to use the Employee Self Service Kiosk.

Conclusion

The Employee Self Service Kiosk is a great tool for the HR department. Obviously like any other solution or system, there are some pros or upsides and some cons or downsides of implementing the Employee Self Service Kiosk system. One of the greatest advantages of the ESS Kiosk is to provide HR services right at the doorsteps to your employees, whether it is their project site, accommodation, or remote location, they can avail the HR services from the Employee Self Service Kiosk. This significantly improves the employee experience. When the employee feels good about the company they are working for, employee retention is easier, the employees tend to be more loyal and their work efficiency also increased.

The cost cut at the HR department is the most difficult task for any business. The HR has to have a lot of staff to accommodate and handle the daily inquiries and visitors. The next big thing that consumes a lot of HR resources is the manual filing, printing, and mailing of the documents. This also costs a lot to businesses. With the help of Employee Self Service Kiosk, these all expenses can be reduced and completely cut too, as the HR services can be digitalized and service delivery processes can be automated using ESS or Employee Self Service Kiosk. However there is a downside too, mainly the employees are not always familiar with utilizing technological solutions. As per our experience, the employees tend to make mistakes when updating information or filling in forms or doing data input using ESS Interactive kiosk. Businesses can include more supported languages, arrange training and make the user interface simpler to minimize such mistakes.

If we look at a macro level the pros of the Employee Self Service Kiosk are far greater than the cons. If you think your business can benefit from ESS or Employee Self Service Kiosk or if you are still confused about making a decision, feel free to reach us out through our Contact Us page. RSI Concepts is one of the leading brands in the customized kiosk industry. We can help you out with our experience and customized solutions. You can also leave a comment in the comment box below and someone from our sales side will get in touch with you soon.

Check out this: Patient Satisfaction Survey with Feedback System

Posted in Employee Self Service Kiosk | Tagged advantages and disadvantages of self-service kiosk, pros and cons of self-service kiosks, Self Service Kiosk | Leave a comment

Customer Satisfaction Survey – Top 5 questions in 2021

Posted on June 6, 2021 by admin

Customer Satisfaction Survey – Top 5 questions in 2021

The customer satisfaction survey is used to ask customers about their experience and their opinion about your product, services, and capabilities. It helps a business to understand how customers are feeling about their brand and business practices and the interaction they have had with the brand. These surveys are a very reliable source of data that tells a business that how happy or unhappy or how satisfied or unsatisfied a customer is about the brand and their interaction and experience with the brand. Here in Dubai and other parts of UAE, customer satisfaction is considered to be extremely important. As the market is growing continuously, there is a lot of tough competition and the demands and expectations of the customers are also very high. This begs the question of how to meet the expectations of a customer? Businesses and Enterprises in Dubai and all across the UAE are investing heavily in customer satisfaction solutions.

For example, you have upgraded the IT infrastructure, your marketing efforts are well paying off by attracting more visitors, you have upgraded your products and services and each and every interaction point. But does your customer also think and feel the same? How would you be able to find that out? The answer is pretty simple, just ask them! This is what the customer satisfaction surveys are used for. Businesses can set up customer surveys and feedback systems and wait until they got sufficient data to process and understand. Then they can make up new policies and strategies to improve their practices, methods, products, services, and staff.

However, it is not as simple as it might look. Setting up a survey always requires critical thinking and clear objectives. The very first thing that a business should understand is that each survey is designed to achieve a particular objective, and the objective here is to attain information and data about customer happiness and customer satisfaction. Too many questions and the customer might not answer, too few questions and you might not be able to fully understand or achieve the objective. A balance should always be maintained while setting up questions between the length of the survey and the types of the questions.

Here are the top 5 questions in 2021 that you should ask your customers and visitors to understand their satisfaction, your service quality, customer journey, and their overall opinion about your brand:

1. CSAT Score

CSAT Score

The first and most important question should be from the CSAT Score category. CSAT Score means ‘Customer Satisfaction Score’. The question should ask the customer about how satisfied or dissatisfied they are after their today’s experience/interaction with your brand.

The question could be:

How was your experience today?
How happy or unhappy you are with your today’s experience?

Something like that. The answers could be 3 or 5 options, emoticons, smiley icons, rating scale, etc. The objective of this question is to understand how good or bad your customer journey was? Or how good or bad the service delivery was? If a customer had to wait for a long time the possibility is they might end up answering ‘unhappy’ or ‘unsatisfied’ even if the rest of everything was up to the mark.

2. CES Score

CES Score

Customer Effort Score or CES Score is meant to understand how easy or difficult it was for the customer to avail a particular product or service. It is also a kind of related to their experience but since we have already asked them about the experience so now we should ask them a bit more precise question.

For example:

How easy or difficult it was to avail of the service you were looking for?
How easy or difficult it was to purchase the product you were looking for?
Were you satisfied with our purchasing process?
How easy or difficult it was to do the sign-up/paperwork/payment, etc?

And so on. The answer to that question should be a rating scale or five descriptive word options or emoticons. The objective of this question is to understand the difficulty level of your processes and business practices. Obviously, the scrutiny of the entire process could take so many more questions, but at least you will identify that the problem is with the process. Later on, more steps can be taken to find out the actual root cause of the bad experience, such as you can follow up with the customer to enquire about their problems.

3. General Satisfaction Question

General Satisfaction Question

Usually in Dubai and UAE, we have noticed that businesses most often don’t ask such questions, but these questions have a great impact on your customers. If the right question asked, the customers and visitors build a positive image of the brand and think that the business truly cares about their experience and convenience. These questions are very generic and it depends upon your business type and many other things.

Here are some examples of general satisfaction questions:

Did you find the parking spot easily?
How was the air conditioning?
Was the waiting area sufficient?

These are very easy questions and the answers should be multiple choice or happiness meter, or a rating scale. The objective of such questions is to encourage the customers and visitors to attempt more questions and to provide more details such as requests for suggestions or opinions, which requires them to type something. As per studies and data, only the customer with a very bad experience are most likely to type in the details or post comments uncles you encourage them to write. So, such questions are a great way to encourage your customer and visitors to write or type in their feedback for coming questions.

4. NPS Score

NPS Score

The Net Promoter Score or NPS Score is a question asking you customers and visitors about how likely will they be to suggest your products/services or brand to others, such as their family, friends, and colleagues. It measures customer satisfaction and customer loyalty. If a customer is satisfied they will stay loyal to the brand and they will share their experience with others as well.

The net promoter score or NPS questions are very simple, such as:

On a scale of 1 to 10, how likely would you suggest or recommend our products/services to your family, friends, and colleagues?
Considering your today’s experience with us how likely are you to recommend our products/services/brand to your family, friends, and colleagues? Please answer on a scale of 1 to 10:
Considering the service and the behavior of the staff/agent today, how likely would you be suggesting us/[BUSINESS NAME] to your family, friends, and colleagues?

The NPS Score questions are very simple and easy, the answers are mostly a scale of 1 to 10 or 0 to 10 or just a percentage scale. The objective of Net Promoter Score questions is to understand the level of satisfaction and happiness of the customer. Only the happiest and satisfied customers are likely to recommend your brand or products and services to their family, friends, or colleagues.

5. Open-Ended Question

Open-Ended Question

The open-ended questions are sometimes follow-up questions to a previous question and sometimes just asking for the opinion or suggestions from the customers by providing them free space to type in or write their comments. Such questions provide extremely rich data and very accurate measurement of customer happiness and their viewpoint. Obviously, such questions can’t be processed by automatic analytical engines so a person must have to read them to compile actionable reports.

Here are a few different examples of the open-ended questions:

What was the reason for rating [whatever they have rated[in their previous answer/scale] on the NPS score scale?
Would you like to tell us what we can do to make you happy?
What do you like the most about us/ [BUSINESS NAME]?
What do you like the most about the product/service (they availed or acquired)?
Would you like to suggest something to help us improve your experience on the next visit?
How often do you visit our branch to avail of our services?
When the next time should we expect you?
How was the behavior of the agent/server and the staff?
Would you like to upgrade if we offer you a 20% discount voucher?

Something like that. There are too many questions that can be asked at this time. The objective here is to get a detailed insight into the customer’s perception of your business and products/services. Normally the text area is limited to a certain number of words/characters. This is to prevent customers from typing too much which causes delays in the next customer calling.

Conclusion

The Customer Satisfaction Surveys are a great way to collect direct feedback from your customers. The data is very helpful in understanding the image and perception of your business from your customer’s viewpoint. Obviously, a business wants to ask too many questions to their customers but that is not very helpful, if your customer satisfaction survey will have too many questions, the customers will not attempt it, if it has too few questions, you might end up confused as the data would be unclear and incoherent.

The CSAT Score, CES Score, General Satisfaction Question, NPS Score, and at least one open-ended question can do the job very well. As per our experience, this is the most appropriate approach. The customer feedback system interface (kiosk, tablet, touchscreen) should be placed on each counter, this will encourage more customers to give feedback. If the interface is placed at the entrance or exit of the premises then the chances are most of the people will skip it.

RSI Concepts is a well-reputed Customer Satisfaction Survey and Feedback, System provider. Our skilled staff and experience have enabled us to deliver some of the most effective customer feedback and survey systems in the entire GCC. If you want to ensure customer happiness and steady growth, feel free to reach us through our Contact Us page. Or leave a comment in the comment box below.

Check out this: Employee Self Service System for Kiosk by RSI Concepts

Posted in Customer Feedback System | Tagged Customer service representative survey questions, Internal customer service survey questions, Product survey questions, Questionnaire on customer satisfaction on product | Leave a comment

Patient Satisfaction Survey with Feedback System

Posted on June 1, 2021 by admin

Patient Satisfaction Survey with Feedback System

The healthcare industry has a very delicate customer relationship or is a precise patient relationship. It is extremely important to provide a great patient experience and patient journey. The hospitals, clinics, and healthcare facilities in Dubai and all across the UAE are investing heavily in improving their services and service delivery. Still, the healthcare industry is always at risk of losing its customers/patients or damaging its reputation. In this industry, reputation is everything, if a clinic or hospital or any sort of healthcare facility somehow ruined their reputation it is extremely hard to recover. If the patients are not happy with the care and service of the facility, sooner or later the business will find itself in a downward spiral, sinking and bleeding revenue.

Why Patient Satisfaction is so Important?

Customer/patient satisfaction is one of the most important factors contributing to any business’s success or failure. It is a direct measurement of your quality and efforts to grow your business. The satisfied customers will be more loyal to your brand and business. With a strong foundation of loyal customers, you can grow exponentially. Loyal customers tend to promote a positive image of the brand which leads to a higher conversion rate. A positive brand identity help businesses to grow quickly. Especially in the healthcare industry in Dubai and all across the UAE, the competition is very high, the quality and standards are far superior, the government has strict quality and standards guidelines, which results in very higher expectations of the patients. And it makes patient satisfaction even harder and more expensive. Even then it is very crucial for your growth. If you are unable to retain your existing patients, you cannot achieve your business goals, no matter how many new leads or conversions are you getting. All your marketing efforts and expense could result in failure if you are unable to retain your existing patients. That is why patient satisfaction is an extremely important factor in any business’s success or failure.

How to Measure Patient Satisfaction?

Here are some basic questions that every healthcare facility, clinic, hospital, or testing lab should ask themselves:

Are your patient happy with your services?
Will they endorse you in front of their family and friends?
Are your services and practices are efficient enough?
Will your patient return back to you?
Are they happy with the service delivery mechanisms and processes?
How was the behavior of the staff with the patients?
How happy they are with the quality of medical care?
How easy or difficult it was for them to get access to the required service?
How were the diagnostic services or doctor’s behavior with patients?
Is there anything that can be improved to further improve patient experience?

These questions are merely a fraction of so many more. The question here is not only about the patient’s happiness but it is about your performance as well. Happy customers mean a good reputation, a good reputation means more business, it is as simple as that. But how can you get answers to all those or many more such questions? This poses another important question “How to Measure Patient Satisfaction?” The best way is to implement a Patient Satisfaction Survey and Feedback System. A best patient satisfaction survey and feedback system is that which not only provides you with the answers to your questions but also collects data, gathers business intelligence, analyzes it, and produces actionable reports. These reports will help you building up new strategies and making changes in your practices to ensure patient satisfaction and great quality.

How does a Patient Survey and Feedback System Works?

Before we answer how does a patient survey and feedback system work? We should first understand what is a patient survey and feedback system? The simplest definition is a system which has the ability to collect patient feedback through patient surveys and patient feedback interfaces such as web portal or kiosk or smartphone apps or SMS or email or social media or any other medium. The main concept of any customer feedback and survey system is that it has two major components, one is the customer interface where the customer can give their feedback and the second component is the administrative interface where the management can view, analyze and extract the data and results of the surveys and feedbacks.

The Patient Survey and Feedback System also works in the same way as any other ordinary customer survey and feedback system works. The management first creates a survey or feedback inputs, it could be a simple multi-question survey or a simple rating scale or a happiness meter, or a nested survey as well. Usually, nested surveys are used for more in-depth analysis which is often not required in healthcare environments where the patients are usually always in hurry. The nested survey is a mesh of interconnected questions, and the next question is being asked depending upon the answer of the previous question. It is usually time taking and long and is being used for deeper market researches and more in-depth data collection.

Anyway, once the survey or feedback interface is created, it is being offered to the patients through multiple mediums. Another good thing about the patient surveys and feedback systems is that any kind of survey can be offered at any medium. Which is great and ensures more conversion rate. Usually, interactive kiosks, or tablet kiosks, or iPads are being used to cater to in-premises surveys and feedbacks. However, using internets such as Emails or Social Media Inbox or Smartphone Applications and SMS are also common in Dubai and other emirates of UAE.

What are the Types of Customer/Patient Surveys and Feedbacks?

There are many different types of customer/patient surveys and feedbacks. Here are the most popular and most effective customer surveys and feedback types:

NPS Surveys (Net Promoter Score)
CSAT Surveys (Customer Satisfaction Score)
CES Surveys (Customer Efforts Score)
Rating Surveys and Feedbacks
Customized Survey and Feedbacks

Any efficient Customer/Patient Survey and Feedback System should be able to provide all the above-mentioned types of surveys and feedbacks.

1. NPS Survey (Net Promoter Score)

The NPS Survey or Net Promoter Score Customer Satisfaction Survey is basically a rating score followed by an open-ended question asking the patients that why did they give that particular rating.

2. CSAT Surveys (Customer Satisfaction Score)

The CSAT Survey or Customer Satisfaction Score is used to measure customer loyalty. It consists of multiple different metrics, designed to particularly measure the interaction or overall experience of the customer with the brand. The CSAT Surveys are very crucial to improve customer retention.

3. CES Surveys (Customer Efforts Score)

The CES Surveys are designed to ask particular questions to understand how difficult or easy it was to avail a service. It is used to gauge the ease of using the service or product. The aim is to improve the customer experience.

4. Rating Surveys and Feedbacks

The Rating Survey and Feedbacks are usually used for a particular interaction or an experience. More often the rating surveys are also referred to as ‘Happiness Meter. The happiness meter could be 3 or 5 emoticons or simple inputs such as “Very Happy” to “Very Unhappy” etc.

5. Customized Survey and Feedbacks

The Customized Surveys and Feedbacks are used to measure multiple factors or to get more in-depth feedback from the customers. These types of surveys and feedback systems are used to collect comprehensive business intelligence which could be very helpful in improving customer happiness.

What Type of Patient Feedback Channel do You Need?

There are so many different types of feedback systems with respect to the channels you are offering them to the patients. Multiple channels can also be used. The main idea is to collect patient’s feedbacks and to understand their needs and their experience with your brand without annoying them or compelling them to give their opinion. The important thing here is to understand that you do not need to bombard your patients by sending the same survey through multiple channels. Once a patient did a survey, there is no need to send them that survey again until they have availed of the same service again. But it is also important to maintain a balance when offering your surveys to the patients. As if a person start receiving the same survey from so many different channels, they would think that in order to stop receiving any more request they should attempt it, so they would go to just attempt the survey and mostly the response would not be the actual opinion of the patient.

Here are the popular patient feedback survey types with respect to the channel:

Online or Web Portal: The web portal is the oldest channel for offering patient surveys. You make a section in the online patient portal or just at your website and request the patients to submit the survey.
Emails& SMS: Email and SMS are also the oldest methods for conducting customer surveys and feedback. A link to the survey can be sent to the patient after they have availed of service or got treated at the hospital or clinic or so on. It is important that the patient receive the email or SMS within a couple of days of their visit. Else the quality of the feedback could be lower.
Smartphone Applications: These days’ smartphone applications are very popular and most healthcare facilities, hospitals, and clinics are also offering smartphone applications. That is also an excellent channel to collect patient feedback.
Interactive Kiosk: Interactive Kiosks are the most modern method of conducting surveys and collecting patient feedback. The kiosk has a reasonably large touch screen where the patient can input using a touch-based interface to provide more detailed feedback.
Tablet Kiosks and Stands: Tablet Kiosks made up of Android or Apple (iPad) tablets usually small in size, at least smaller than the kiosk. The tablet kiosks or stands either wall mount or table mount are used for taking smaller feedbacks and are most popular for happiness meters and rating scales.
QR Code Based Surveys: Another modern method is to pass QR Codes with a sign or instruction or request to provide feedback. These days’ especially in Dubai, UAE everyone is using smartphones, the QR code can be easily scanned using the smartphone camera and the user can be directed to a link where they can conduct the survey or provide their feedback.
Staff with Tablets: This method requires a staff member or employee to take feedbacks. The employee goes to the patient and asks them some questions and then inputs their answers through the tablet interface. Both Android and Apple (iPads) are used with an app or web-based interface.
Manual Surveys: This is the oldest survey channel or method and still being used in many industries such as retail and hoteling or the food industry. In healthcare facilities, an employee has to go to the patient and ask them some questions or provide them a paper to answer questions. This is a very hard way to collect feedback, ultimately the feedback or at least the results have to be digitalized which requires more resources. And during those conversions or transitions, the accuracy can be decreased.

These are the most commonly used customer feedback collection and survey channels. For the healthcare facilities such as hospitals, clinics, pharmacies, and testing facilities, any one or a combination of the above methods can be used. The best choice is to have tablet kiosks at the facility on strategic locations, if you want to conduct short surveys with MCQs or a simpler happiness meter or performance scale, etc. If you want to conduct long surveys and require more in-depth details then use slightly bigger screen kiosks. Whatever the case is the Emails, SMS, and QR Codes can be utilized for any kind of survey or feedback. The web portals are too formal, and people tend to go less on their portals unless you have an appeal, even if there is a requirement or attraction to login to the patient portal, the people are less likely to conduct the surveys in their web portals.

Why Choose RSI Patient Satisfaction Survey and Feedback System?

RSI Patient Satisfaction Survey and Feedback System is one of the oldest customer feedback systems available in Dubai, UAE. With years of refinement and superiority of experience, it is one of the best customer survey and feedback systems. For the healthcare sector such as hospitals, clinics, pharmacies, test labs, and other facilities we have developed a dedicated system keeping the needs and demands of the market in mind. RSI Patient Satisfaction Survey and Feedback System is completely customizable and can easily be linked with other systems, such as ERP, Sales System, Patient Databases, Web Portals, Interactive Kiosks, Tablet (Android and Apple iPad) Kiosks, email, SMS, QR Code, and smartphone applications.

RSI Patient Satisfaction Survey and Feedback System offer a simple user interface with tons of in-built features to easily create different types of surveys. The system allows the management to instantly push surveys on all or any node. The surveys and feedback can be organized as well. For example, different surveys or feedbacks can be pushed to different channels. The smartphone apps, web portal, email, SMS, kiosk, or any channel could have a different survey. The RSI Patient Satisfaction Survey and Feedback System also allows to manage and schedule campaigns. The real-time updates and centralized information center are also great for multi-branch setups. The RSI Patient Satisfaction Survey and Feedback System offer a highly advanced in-built analytical engine to analyze the statistical data and patients feedbacks. These features help healthcare facilities to improve their patient satisfaction. Which ensures steady growth, improved productivity, and profitability.

Conclusion

Patient Satisfaction Surveys are used to measure patient satisfaction, quality of the services, and multiple other indicators which can help healthcare facilities to improve their productivity, profitability, and customer retention. Patient retention is a key to success. If you are operating in Dubai or any other part of UAE, you must be aware of the ever-changing trends and very high patient expectations. In order to gain a competitive edge and to improve your patient satisfaction. The healthcare sector has the most delicate relationship with its customers/patients. That is why it is extremely important to continuously nourish that relationship. The Feedback System is a great tool to gather patient feedback and valuable business intelligence.

RSI Customer Satisfaction Survey and Feedback System is dedicatedly designed for the healthcare sector to provide them all the necessary tools they require to collect crucial feedback data and valuable business intelligence. Our System allows the customized survey and feedback option along with integration with multiple channels. RSI Customer Satisfaction Survey and Feedback System can be integrated with multiple other enterprise solutions and systems as well. If you want to improve your patient satisfaction and patient retention, all you need is to reach us out through our Contact Us page or leave a comment in the comment box below.

Check out this: Employee Self Service System for Kiosk by RSI Concepts

Posted in Customer Feedback System | Tagged Patient feedback software, Patient satisfaction survey examples, patient satisfaction survey with feedback system | Leave a comment

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What is NPS Score?

What are the Types of NPS Score (Net Promoter Score) Surveys?

1. Transactional NPS Score

2. Relational NPS Score

3. eNPS Score

What can be Measured by NPS Score Surveys?

How to Create NPS Score Surveys?

What type of Customer Feedback System is suitable for NPS Score Surveys?

How to Calculate the NPS Score?

What is NPS Driver Analysis?

Conclusion

What is Customer Feedback?

What are the Popular Types of Customer Feedback in 2021?

What are the Customer Feedback Best Practices in 2021?

Always Begin with Setting up a Goal

Choose the Customer Feedback Type

Choose the Customer Feedback Medium

Tablet, Touch Screens or Interactive Kiosks

Email Surveys

SMS Based Customer Feedback and Online Surveys

Smartphone Applications

Social Media Polls

Website Surveys and Customer Feedback

Execute the Customer Feedback Collection Campaign

Prepare Business Intelligence and Reports

Benefits of Customer Feedback

Conclusion

HRMS self-service kiosk software

HRMS self-service kiosk server side application

HRMS self-service kiosk employee interface

HRMS self-service kiosk HR staff dashboard

Administrative and management dashboard

HRMS self-service kiosk system integration

HRMS self-service kiosk hardware

HRMS self-service kiosk screen/display

HRMS self-service kiosk computer

HRMS self-service kiosk peripherals

Features and functionalities of HRMS self-service kiosk

Benefits of HRMS self-service kiosk

Conclusion

Expand Your Customer Service

Improve Customer Journey and Customer Happiness

Improve Employee Happiness and Performance

Improve Customer Retention

Improve Brand Identity

Conclusion

1. Intelligent Robot for Customer Services

2. General-Purpose Self-service Kiosk

3. Customized Menu Kiosk

4. Customized Self-Service Payment Kiosk

5. Employee Self Service Kiosk or ESS Kiosk

6. Digital Signage Kiosk

7. General-Purpose Internet Surfing Kiosk

8. General-Purpose Interactive Kiosk

9. Customized Tablet Kiosk

10. Customized MDF Kiosk

1. Listen to Your Customers’ Opinion

2. Let Your Customer Know they are Important

3. Measure Customer Satisfaction

4. Improve Products and Services

5. Improve Customer Journey and Customer Experience

6. Identify Happy and Unhappy Customers

Collect Vital Business Intelligence and Make Future Plans and Policies

Conclusion

Employee Self Service Kiosk Introduction

Employee Self Service Kiosk Technology

How Employee Self-Service Kiosk Works?

Benefits of an Employee Self Service Kiosk

1 Offer HR Services Remotely

2. Improve Employee Experience and Employee Happiness

3. Increase Employee Satisfaction and Aid Employee Retention

4. Increase HR Department’s Efficiency and Profitability

5. Effectively and Easily Implement Policies and Better Communication with the Employees

Employee Self Service Kiosk Cost and Maintenance

Conclusion

Pros of Employee Self Service Kiosk