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

Posted on September 8, 2021 by admin

Interactive Self-service Kiosks

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

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

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

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

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

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

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

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

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

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

The Interactive User Interface (UI) Simplify Customer Journey

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

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

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

Transform Customer Experience with Purpose Made Interactive Self-Service Kiosks

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

Interactive Self Service Kiosks

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

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

Interactive Self Service Kiosks

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

Self-Service Information Kiosks

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

Shopping Malls
Government Offices
Healthcare
Museums and Libraries
Etc.

Self-Service Information Kiosks

Self-Service Way Finding Kiosks

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

Self-Service Way Finding Kiosks

Self-Service Internet Kiosks

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

Self-Service Internet Kiosks

Self-Service Digital Signage Kiosk

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

Self-Service Digital Signage Kiosk

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

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

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

Interactive Self Service Kiosks Provide Personalized Experience and Collect Customer Feedback

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

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

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

Interactive Self-Service Kiosk Can Provide Valuable Business Intelligence

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

Conclusion

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

Moreover the interactive self-service kiosks can also provide personalized customer experience which helps building strong relationship between the customer and the brand and increase customer loyalty. The business intelligence and customer feedback data provides a deeper understanding of the customer journey and customer experience. Businesses can utilize this data to further improve customer experience. RSI Concepts is a leading name in customer satisfaction and customer experience transformation industry in Dubai, UAE. If you are looking for an innovative solution to transform your customer experience, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this: What are the best devices to be used for Customer Feedback?

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

Posted on September 2, 2021 by admin

The best devices to be used for Customer Feedback System

Now a days the customer experience and customer satisfaction is everything, business are investing heavily in customer satisfaction solutions. In Dubai and all around the UAE the businesses have become more customer centric over the past few years. That trend is not just limited to UAE but in fact it is global. The businesses are putting customers at their core and everything circles around the customers. That is why businesses keep improving their business processes, service delivery strategies, IT and Infrastructure, quality and features of the products and services and much more.

Businesses are investing huge revenues in customer journey transformation tools and customer satisfaction solutions. These days all modern software, tools and systems have in-built data analytics and statistics features which provide the business management with brief reports of the overall performance of the system or tool. However, the actual measurement of the performance of any of these is the measurement of the customer satisfaction and customer happiness.

Customer Feedback System

The question arises, how a business can know if the customers are happy and satisfied? Will the increase in sales could be the indicator, will the decline in complaints could be the indicator of the progress in right direction? The simple answers is yes, these are and many others too are the indicators, but they are not very precise and accurate, and they provide only a limited data and doesn’t provide any info about customer’s actual emotions. The only best way to know how your customers feel about your brand and how much happy or unhappy they are with the business is to ask them.

That is why the customer feedback is considered to be the most accurate and valuable performance data. Which not only provide a deeper and most accurate understanding of customer’s perception of your brand image, but it also provide you any other details you want to know, such as ongoing market trends, what your customers are expecting form you, what products they like and why and what they don’t like and why, these all details will only come from the customer feedback campaigns.

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

Collect Customer Feedback with a Push Button Happiness Meter

The push button type happiness meter is a wireless customer feedback collection device. The feedback terminal is always placed at the very exact point where the customer is interacting with the business or organization. That is a very old form of collecting customer happiness data, but still very popular and effective in certain scenarios. Usually the push button happiness device or terminal is placed at the most busy places, where a huge number of customers is to be expected, for example at the airports, mass transit stations, stadiums, parks, malls, etc.

The reason why business and organization uses the push button happiness meter is to collect more feedback. As the system allows only one questions, so the feedback is simple and quicker. The customers don’t have to fill-in any data or their identity or mobile number, etc. all they need is to have a look at the question and simply push the button. Usually these devices are designed in different configurations, it depends upon the questions.

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

Here are some advantages of a push button happiness meter:

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

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

Collect Customer Feedback with a Tablet Kiosk

The customer feedback collection with a tablet kiosk is very simple and provide a lot more options comparing to the push button type happiness meters. A tablet kiosk consists of an ordinary tablet whether Android based or Apple/iPad based, which is installed in a mount, stand or enclosure. The customer feedback system has either an application which is installed on the tablets or it has a web-based interface/web-app. In either case the Android Tablet or Apple iPad is programmed and prepared in a way that is can operate automatically at its own without any help from the staff. The touch screen provides a user interaction interface where users can submit their feedback.

As the touchscreen tablet is a very advanced platform it can provide a variety of options and business can have happiness meters, customer surveys and input fields to collect different data types. The business can ask the customers to fill-in as many details as they want, the touch-screen interface also allows an on-screen keyboard which enables the customers to submit their feedback in plain text format. It means the customer can also type their opinion, suggestion or comments and it will be stored in the system along with the other feedbacks. The customer feedback could be a single question, two question or multiple questions based long surveys. The tablet kiosk supports all.

Collect Customer Feedback with a Tablet Kiosk

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

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

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

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

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

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

Collect Customer Feedback with Smartphones and Mobile Devices

The smartphones, tablet and mobile devices have become extremely important. In Dubai and all around the UAE people tend to spend hours on their mobile devices and smartphones. In fact all over the world, the use of mobile devices and smartphones to surf the internet have surpassed the usage of conventional computers and laptops. This is how the smartphones and mobile devices are taking over the online domain. Business really need to focus more on mobile apps.

The smartphone is a very useful device with very high response rate for customer surveys and feedbacks. The businesses can collect feedback using their smartphone apps or using online survey links which are optimized for mobile devices. Even businesses can do surveys and collect feedbacks using the SMS feature. The customers love to have interaction with their business through their smartphones. Some businesses are already offering smartphone applications to their customers and visitors for various other purposes.

Collect Customer Feedback with Smartphones and Mobile Devices

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

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

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

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

Conclusion

These days the market trends are much more customer centric than ever before. The businesses are investing huge in customer satisfactions solutions, the only way to evaluate these investments and efforts is to ask the customers that if they liked them or not. The customer happiness and customer satisfaction is the key to success. In Dubai and all around the UAE the competition is very high. If a customer had a bad experience they don’t even give it a second thought and switch immediately. That is why it is extremely important to listen to your customers and act accordingly.

The customer feedback is important and more important is that you get accurate and precise data from the feedback to make informed decisions and successful strategies. There are different types of the customer surveys and different mediums to get the customer feedback. These mediums and devices are the one who can determine the failure or success of the customer feedback collection campaign.

In this blog we have listed three main devices, the push button happiness meter, the interactive tablet kiosks, and the mobile devices. These all are most popular and commonly used devices for customer feedback collection. The customer feedback can also be collected from other devices and mediums such as Self-service kiosks, web portals, emails, etc. However these three are dedicatedly designed devices for the sole purpose of collecting customer feedback only. So, the response rate is highest than other mediums and platforms. Each device have its own application and perform well in certain scenarios and for certain types of customer feedback collection campaigns.

The customer feedback system is the software program that run on the backend of all these devices and collect data. Later that data can be processed and extracted in the form of reports and these reports will provide a valuable insight to the customer behavior, expectations, liking, disliking and their demands. On the bases of that knowledge the business can make future strategies and changes in its practices and processes to maintain the highest level of customer satisfaction to ensure growth and progress. RSI Concepts is a leading brand in Customer Feedback System providers in Dubai, UAE. If you need any help feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Posted in Customer Feedback System | Tagged Best customer feedback software, best customer feedback tools, customer feedback apps, Customer Feedback System, Customer Feedback System Dubai, free customer feedback tools | Leave a comment

Importance of Customer Feedback System in Public Sector UAE

Posted on August 30, 2021 by admin

Importance of Customer Feedback System in Public Sector UAE

The government of UAE emphasizes a lot on the quality and convenience of the service delivery across all its departments, public offices and ministries the same reflects to the semi-governments and private key players in the public sectors. The UAE is also known for its state-of-the-art digital solutions across various sectors. The UAE government is very committed to digitalization and going paperless. The initiative lead to a rapid adoption of digital solutions including e-Services, special purpose websites, smartphone applications and much more. The UAE government is investing huge amount of money and efforts to improve the service quality, service delivery methods and customer journey. It is due to those initiatives the public sector has significantly improved communication, customer experience and customer happiness. The UAE government is well known for its innovation and technological advancements in its public sector and has proven to be more effective than any other country in the entire GCC.The UAE government is not only initiating modernization projects but the government firmly believes in continuous improvement and innovation which requires continuous evaluation and assessment of the current strategies and practices. The customer feedback is a great tool to assess and evaluate the effectiveness of the government policies and initiatives to modernize its public sector.

The UAE government have done so many reforms and under the current leadership the public sector and customer satisfaction have taken a completely new route. All the policies, projects and strategies are highly customer centric and the only purpose is to ensure highest quality services via most convenient business practices and utilization of the modern technology. The government have already integrated its entire IT infrastructure and all relevant departments and public offices are interlinked with each other to maximize the service quality and customer satisfaction. The customer feedback system is a great tool to get a direct opinion from the customers who are using all such systems and tools to avail various services in the public sectors. Which is the reason the customer feedback systems are also very common in government’s public offices. Here are some key benefits of the customer feedback system in the public sector:

Customer Feedback System Helps Measuring Customer Satisfaction

The customer feedback system can effectively and accurately measure the customer satisfaction which is considered to the direct measurement of a business’s progress and success. If your customers are happy and satisfied it means that all of your efforts are in right direction. The customer feedback collection is not as that easy if done by traditional methods, such as printed surveys, follow up calls, etc. However with the help of a customer feedback system the management can easily collect customer feedback. The public sector whether it is government owned or private requires to build a great relationship with their customers. That can only happen when the management of the organization will be aware of the liking, disliking, difficulties and problems of the customers throughout the customer journey. The customer feedback system provides a modernized solution for collecting customer feedback to understand all these matrices.

Customer Feedback System Helps Measuring Customer Satisfaction

There are so many engaging features of customer feedback system that encourage a customer to share their opinion. On top of that a customer feedback system organizes the data collected from the customer surveys and feedbacks and it also allows creating multiple different campaigns. These campaigns can be launched on the bases of needs and requirement. The questions can be set for each campaign to address different aspects of the customer journey. For example in one campaign the customers can be asked about their opinion about the entire organizations, in another campaign the customers can be asked about the service or product and so on.

There are different types of customer surveys, the very popular customer survey types are:

CSAT Survey (Customer Satisfaction Survey)
NPS Survey (Net Promoter Score Survey)
CES Survey (Customer Effort Score)
Milestone Surveys (During the Customer Journey)

These are the popular types of customer feedback surveys. Different types of surveys are used for different purposes and provide different types of data. The CSAT Survey is usually binary questions with answers yes/no or smiley faces or happiness meter. Some marketers also use ratings and score gages, it is better to segregate the customer opinions in ranges and use a score gage or happiness meter. The typical questions are “Are you satisfied with your current experience?” or “Does the product/service meet your needs?” etc. The NPS survey is only measures promoter score, the customers are asked with a question like “How likely are you to recommend our product/service to others?” etc. The answer is usually a score gage or range from 0 to 10. The customer efforts score enquires about the difficulties a customer had to face during the customer journey. The milestone surveys are designed to ask understand customer’s opining either after immediately the customer had visited the branch or some time later to enquire about their experience and happiness.

Customer Feedback System Helps Measuring Customer Satisfaction

The customer feedback surveys can have different types of survey questions which all are designed to provide the management deeper understanding of the topic. Here are some popular questionnaire types:

Customer Satisfaction
Demographic
Product/Service Quality and Usage
Customer Journey
Employee Behavior
General Trends
Future Expectations
Open Text Box (where customer can type their feedback or suggestion)

These all types of questionnaires are designed to understand the customer satisfaction and customer happiness level. The employee behavior, product/service quality, customer journey difficulty, and all these aspects have impact on customer satisfaction, so all these questions are asked to understand which factor is effecting it and which factor is improving it.

Customer Feedback System Helps Identifying the Areas of Improvements

Whenever a product or service is introduced the business or organization have already done its market research and have an idea and understanding of what features and plans they should offer. For public sector the situation is same, there are tons of services that millions of people use on daily bases in UAE. Which makes it a lot important for the organization to understand what their customers think about them as a brand. Moreover the customer feedback system also enables the administration to deeply understand each and every aspect of the entire customer journey along with the quality of the products and services. The customer feedback system can accurately track and capture data from various touch points of the customer journey. This data in then utilized by the internal data analytical engine to process and compile various types of reports. These reports can be then utilized by the administration and management to make changes and plan strategies for the future.

Customer Feedback System Helps Identifying the Areas of Improvements

The organization can also get an opportunity to ask question about very minute details of their products and services such as which feature is more liked by customers and which features are not as that appreciated. What new customers want to see in the product and what they don’t want. Similarly the same questions can be asked about various touch points of the customer journey, for example let us take the payment modes. Let say currently only cash and credit/debit card payment option is available. However since past few years, the digital payment such as Google Pay, Apple Pay and Samsung Pay are also gaining momentum in UAE. The organization can ask the customers about what other payment method they would like to prefer to pay for the service and similarly so many other things. The open-text area where the customers can write their opinion and suggestion is also very helpful in understanding new trends and customers’ expectations.

Customer Feedback System Helps Identifying the Areas of Improvements

The businesses and organizations can also ask the customers about their opinion on the products and services and various customer journey aspects. For example, how was the wait time? Or were you happy with the time taken to reach to the counter, etc. Even businesses and organizations also ask their customers about the parking lot and air-conditioning, the only purpose is to maximize the level of comfort for the customers and provide them ultimate level of quality to ensure their satisfaction.

Customer Feedback Collection Shows that the Organization Values its Customers

Another great impact of collecting customer feedback with a good customer feedback system is that the customers take it very positively. The first impression customer gets is that the organization cares about them and want to listen to them. The customers also get an impression of importance and feel that their opinion is important for the organization hence help promoting positive brand identity. This also helps building stronger relationships between the customers and the organization. Once an organization establishes good relationships with its customers it is easier to keep them happy and satisfy. This also improve customer loyalty which is also good for improving customer happiness and customer satisfaction. Loyal customers are easier to satisfy and even if they have a bad experience they are willing to give the organization another chance.

Customer Feedback Collection Shows that the Organization Values its Customers

When customers feel that the organization is eager to hear from them and is listening to them they will feel more confident, they start helping out the organization by giving their honest opinion, feedbacks and suggestions. This helps the organization to make improvements that can improve its brand identity and help it gaining the trust of the customers. Moreover when the customers are happy with a brand they are willing to help the brand in making improvements by providing honest opinion. Such customers are tend to take more time to do longer surveys and provide more insight of the customer journey to the organization. The business can then use this data to improve their customer journey and customer experience.

Customer Feedback System Improves Decision Making Capabilities

The customer feedback system is a great source of reliable business intelligence. The progress is tied with the decisions and strategies any organization or business made. In order to make goal oriented decisions and strategies the business intelligence is the most reliable source of information. Business and organizations who made decisions on the bases of guess or competition and only market analysis often regret later. Only the decisions and strategies that are based on a realistic statistical data and unfiltered information can push the organization towards its goals. The customer feedback is the most reliable source of such data but it is nearly impossible to gather business intelligence with the manual feedbacks and manual statistical analysis. Hence the customer feedback system is the only tool that can make an organization able to collect and process data effectively.

Customer Feedback System Improves Decision Making Capabilities

The customer feedback system not only organize the data and provide tangible reports but it also improves the quality of the data and ensures highest conversion rates. It is a lot easier and quicker to submit feedback on a touch screen rather standing with a sales representative or staff to fill in long forms. It is a human nature that whatever can provide comfort and convenient is preferred and liked by us. So, when a customer feedback system is not only bring ease and comfort for the customers but for the management and staff too. It is also more cost effective method of collecting customer feedback. The manual feedback collection requires more resources. It is also very hard to compile actionable reports by analyzing the customer feedback data manually. In addition the human errors and various other factors also play a role in decreasing the quality of the outcome. However, with a good quality customer feedback system the feedback collection the data analysis and report generation is done very quickly and automatically. The only cost is the deployment cost.

Conclusion

The UAE Government has taken many reforms and initiatives to introduce and integrate the digital solutions to facilitate the general public of the country. Same ideology is being adopted by the semi-government and private key players in the public sector. Organizations are investing huge in solutions and tools to improve the customer experience and service quality to ensure maximum customer satisfaction. The customer feedback is an ideal way to assess and analyze all the efforts and reforms that an organization has made to improve customer journey and customer experience. Here in UAE almost majority of the organizations and businesses are utilizing some digital customer feedback collection tool, some are still relying on good old fashioned manual method. The manual method is not so efficient however even if you are utilizing a customer feedback system it is important to understand that it is providing you the required details in a simple and easy-to-understand manners to make you able to take more informed decisions for your organization or business.

A good customer feedback system provides a simple and most effective way to submit customer feedback which improves the conversion rate. The second quality is the data analytical engine and reporting. Remember the customer feedback system not only helps you collecting the customer feedback but it should also be able to increase the feedbacks quantity and quality. The quality of the data is what will make your decisions and strategies more effective. The customer feedback is crucial for improving the quality of the products and services as well as it also helps improving brand image and building good relationship with the customers. RSI Concepts is a leading name in Customer Feedback System providers in UAE . Feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Customer Feedback System and 5 Benefits of NPS

Posted in Customer Feedback System | Tagged customer experience uae, Customer Feedback, Customer feedback machine, Customer feedback mobile app, digital feedback system, UAE government services | Leave a comment

What are the Necessary Features of Food Ordering Kiosk?

Posted on August 29, 2021 by admin

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

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

What are the Necessary Features of Food Ordering Kiosk?

Why Interactive Self Service Food Ordering Kiosks are so Successful?

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

Why Interactive Self Service Food Ordering Kiosks are so Successful?

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

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

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

1. Excellent Touch Screen Size

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

Excellent Touch Screen Size

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

2. Powerful Internal Electronics and Computer

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

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

Powerful Internal Electronics and Computer

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

3. Efficient Food Ordering Kiosk Software System

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

Customer Dashboard/Kiosk Interface
Administrative Dashboard/Management Control Panel
Server Application/Software

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

Efficient Food Ordering Kiosk Software System

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

Kitchen Staff Interface
Digital Signage Module
Voice Commands Enabled Customer Dashboard

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

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

Customer Dashboard/Kiosk Interface

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

Customer Dashboard/Kiosk Interface

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

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

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

Administrative Dashboard/Management Control Panel

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

Administrative Dashboard/Management Control Panel

Server Application/Software

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

4. Easy System Integration

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

Easy System Integration

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

5. Improved Productivity and Efficiency

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

Improved Productivity and Efficiency

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

Conclusion

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

The food ordering kiosks are very popular because of they improve customer journey and the customer tend to purchase more item while placing the order form the food ordering kiosk as comparing to the same order on the counter. It also reduces the work load of the employees and staff which further improve the customer journey and customer experience. RSI Concepts is a leading name in the customized interactive self-service kiosk industry. If you want to boost your sales and make more loyal customers with the help of a self-ordering kiosk, feel free to reach us out through our Contact US page or leave a comment in the comment box below and we will get in touch with you soon.

Check out this blog: Customer Feedback System and 5 Benefits of NPS

Posted in Interactive Kiosk Dubai, Kiosk Dubai | Tagged Digital Kiosks, Interactive Kiosk Dubai, Interactive Kiosk Solutions, iPad Kiosks Dubai, Kiosk solutions, Kiosks Dubai, Self Service Kiosk, Self-Service Ordering Kiosk | Leave a comment

Customer Feedback System and 5 Benefits of NPS

Posted on August 16, 2021 by admin

Customer Feedback System and 5 Benefits of NPS

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

Customer Feedback System and 5 Benefits of NPS

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

Here are some benefits of NPS using customer feedback system:

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

Measures Customer Satisfaction and Customer Loyalty

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

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

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

Improve Customer Journey and Customer Experience

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

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

NPS Benefit No. 3:Help Improving Products and Services

Help Improving Products and Services

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

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

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

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

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

See More: 7 Benefits of Customer Feedback System

NPS Benefit No. 5: Collect Vital Business Intelligence

Collect Vital Business Intelligence

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

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

See More: Customer Feedback – Best Practices in 2021

Conclusion

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

Check out this blog: How to Calculate NPS (Net Promoter Score) in Customer Feedback System

Posted in Customer Feedback System | Tagged Customer Feedback, Customer Feedback Management, Importance of Net Promoter Score, What is a good Net Promoter score | Leave a comment

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

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

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

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

Interactive Self Service Kiosks

Self-Service Information Kiosks

Self-Service Way Finding Kiosks

Self-Service Internet Kiosks

Self-Service Digital Signage Kiosk

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

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

Conclusion

Collect Customer Feedback with a Push Button Happiness Meter

Collect Customer Feedback with a Tablet Kiosk

Collect Customer Feedback with Smartphones and Mobile Devices

Conclusion

Customer Feedback System Helps Measuring Customer Satisfaction

Customer Feedback System Helps Identifying the Areas of Improvements

Customer Feedback Collection Shows that the Organization Values its Customers

Customer Feedback System Improves Decision Making Capabilities

Conclusion

Why Interactive Self Service Food Ordering Kiosks are so Successful?

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

1. Excellent Touch Screen Size

2. Powerful Internal Electronics and Computer

3. Efficient Food Ordering Kiosk Software System

Customer Dashboard/Kiosk Interface

Administrative Dashboard/Management Control Panel

Server Application/Software

4. Easy System Integration

5. Improved Productivity and Efficiency

Conclusion

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

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

NPS Benefit No. 3:Help Improving Products and Services

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

NPS Benefit No. 5: Collect Vital Business Intelligence

Conclusion

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