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How to Build Customer Feedback Strategy?

Posted on October 17, 2021 by admin

How to Build Customer Feedback Strategy?

Customer feedback system is a very important aspect of business intelligence data. This data enables the business management to make calculated and informed decisions and setup the future strategies to obtain higher customer satisfaction and customer happiness. Customers are always the center point of any business’s attention. If your customer are happy you can aim for bigger goals and steady progress and if a business have unhappy or unsatisfied customers, it is not so hard to predict their future too.

In Dubai and all around the UAE the customers are very modern and have sound knowledge and understanding of the market trends. Businesses are also very active and keep on impacting those trends by introducing new and innovative solutions and products/services. Which makes the entire market more competitive and it also makes it hard to establish a good brand name under such competitive environment.

How to Build Customer Feedback Strategy?

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

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

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

Obviously the customer feedback strategy starts from collecting the customer feedback data. Business all over the world are collecting customer feedback data since many decades now. Here in Dubai and also in other emirates of UAE businesses are also collecting customer data since a long time. However in the UAE the technology and the modernization is wide-spread. Business and the customers too are very adoptive towards technology and new trends.

The UAE is known as the most technologically advanced and modernized society in the entire region. The country have proved this many time by introducing innovative solution and by its bold approach towards experimenting latest technology. The customer feedback sector is no exception. Businesses were earlier collecting customer feedback via traditional methods, but now a days, every business is utilizing some kind of digital customer feedback system to collect, process and utilize the customer feedback data.

Collect Customer Feedback via a Digital Customer Feedback System

Due to the usage of technology and digital platforms the businesses can more effectively collect customer feedback data and the customers also like to have a digital interaction as it is more quick and personalized. This ensures highest quality of the customer feedback data. It is extremely important that you provide an appropriate and convenient channel or method to your customers for the feedback. If customers will feel comfortable in conducting surveys and doing feedbacks the response rate will be higher and the quality of the data will also be better.

If the customer feedback and survey methods or modes are inconvenient or difficult then the response rate will be very low and the data accuracy will decline, in fact in such scenarios only very unhappy or completely satisfied customers tend to attempt the feedback submission, and all other customers in between will avoid submitting any feedback. So, it is important that a digital customer feedback system is used to offer most convenient and easiest methods of feedback.

Collect Customer Feedback via a Digital Customer Feedback System

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

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

Collect Customer Feedback via a Digital Customer Feedback System

Step 2. Use Different Customer Feedback Survey Types

It is extremely important that a business keep working on the customer experience to ensure a satisfactory customer journey. The customer satisfaction is a key to customer retention and customer loyalty, which helps businesses to grow and progress. All that demand intensive monitoring and assessment of each and every touch point of the entire customer interaction. For that purpose the customer feedback system offers multiple different types of customer feedbacks and surveys.

Businesses can easily set up campaigns for different types of surveys. Each type of survey can provide a deeper understanding of the respective topic. Here are the most popular customer feedback survey types:

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

NPS Survey or Net Promoter Score

The NPS Survey or Net Promoter Score is a customer feedback which measures the customer loyalty and customer satisfaction. The survey gained worldwide popularity since 2010 and sooner businesses in Dubai and all over the UAE started embracing the survey type. The survey usually consist of a single question which is asking customers whether they would like to recommend the business or its products/services to their friend, colleague or family.

The NPS Survey or Net Promoter Score is an overall measurement of the customer satisfaction. The answer is usually a rating scale or 1 to 10 rating where customers with answers 9 or 10 are considered to be the actual promoters. It is a very effective and precise way to assess the general satisfaction level.

NPS Survey or Net Promoter Score

CSAT Score or Customer Satisfaction Survey

The CSAT Score or the Customer Satisfaction Surveys is also a measurement of customer happiness and customer satisfaction, the only difference between the NPS and the CSAT is that the CSAT Survey is always specific and ask customer about only a particular topic, product or service or even a feature. The CSAT Score customer feedback surveys are widely used by the businesses and usually conduct by a digital customer feedback system. The CSAT survey could also have more than one question but that is not so common.

Usually marketers prefer to ask only one question for CSAT Score campaigns. The question can be “How Satisfied/Unsatisfied you are with our ABC Service?” or something like that, where business can ask them about a particular topic. Some business also add a follow-up question and some don’t. The answer is usually a 1 to 5 rating score. The CSAT Score customer feedback surveys are a great source of valuable insight on different aspect of customer journey and customer experience.

CSAT Score or Customer Satisfaction Survey

CES Survey or Customer Effort Score

The CES Survey or Customer Effort Score is a measurement of how easy or difficult it was for a customer to perform a certain action or to avail a certain service. The CES Surveys are used to further pinpoint problems and issues in the customer journey to rectify them. It is a great source of data which provide a deeper insight of customer liking and disliking and the performance and efficiency of various moving parts in the customer journey. The business can ask customer about all touch points one by one, or some business also use two or three questions to accurately identify the actual problem that their customers are facing.

For example, a business can ask them “How easy or difficult it was to make the payment from our new online payment interface?” In this question the business is specifically asking them about the payment functionality, furthermore the business can also ask them additional question such as “How easy or difficult it was to add payment method or bank card?” and so on. The answer is usually a 1 to 5 rating scale. The customer effort score surveys are a great tool to optimize the customer journey and to improve various business processes.

CES Survey or Customer Effort Score

Rating Survey

Rating Surveys or Visual Rating is a customer satisfaction feedback with a visual based rating mechanism. The surveys are usually generic and asked umbrella questions to learn general perspective of the customers. For example the business can ask them “How would you rate your today’s experience?” or “Are you happy with the service?” the answer could be a happiness meter with three or five emoticons. Or businesses also use thumbs up/down signs and five star rating method. All are widely used and suitable for almost all types of questions.

The rating surveys are a great choice to get a quick customer feedback and usually have high response rate. Furthermore the businesses can utilize other survey types to get more details on the relevant subjects. Usually visual rating scales and surveys are used to gather a large amount of customer feedback data as the data analysis and reports creation is also simpler and easier.

Customized Survey

The customized surveys are used to collect highly detailed data by including multiple questions. Some questions can have follow up questions and some questions can be set as “conditional logic” to take answers of a series of a questions. The customized surveys are also used to measure various KPIs and performance matrices as well. Usually these types of surveys are used to collect a data which can be segregated in three sections on the bases of the intensity or importance of the matter. For example the business can segregate the answers in three distinguished sections, Need Immediate Fix, Should be Fixed in Future, or No Need to Change.

The business and marketer will have to be very careful while setting up question and their answers so that when they process the data and analyze it they can easily be able to segregate it in the three categories or in some cases businesses also use more than three categories. The customized surveys can have different types on answers including rating scale, happiness meter, score gage, and even a text area to collect customer’s feedback in textual format.

Customized Survey

Step 3. Utilize Multiple Channels and Mediums

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

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

Utilize Multiple Channels and Mediums

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

Step 4. Analyze Data and Compile Reports

Analyzing data and compiling actionable reports is always the most important part of a customer feedback collection campaign. No matter which type of the survey you are using or which medium or channel you have chosen, if the customer feedback data is not analyzed properly and reports are not generated all will be wasted. A good customer feedback system must have an in-built data analytical engine and processing tools. The modern day customer feedback systems also offer various tools to customize the reports and download them in different formats to be cater to the different levels of the management.

For example the C-Level Management would be majorly interested in overall summary or performance reports. The department heads or branch managers would like to see the trend reports. However the customer support or communication department would require detailed reports so that they can track down each and every negative or positive feedback and the customer if they want to. That is why it is crucial that the customer feedback system either provide all the analytical tools or the business/manager should have a mechanism to compile required reporting formats from the raw data extracted from the system.

Analyze Data and Compile Reports

Step 5. Take Action and Update Strategies

Once the data is analyzed and processed in the form of reports. Now the business must have to act upon those reports and business intelligence that is being gathered through the customer feedback collection campaigns. A business must have to understand that all the feedbacks and suggestion they will be getting from their customers would require them to take certain actions or make certain policy changes. Some of them would be realistic and doesn’t require much of the resources and some would be either very difficult or expensive. A business must have to think critically while taking actions and all the possible outcomes and impact of policy shifts should be analyzed with extreme care.

If changes are made which could result in unpredictable consequences than don’t do them. Start making small changes and keep taking customer’s feedback. After each action or change or new strategy analyze its impact on the customers and then take next action. It is also important to consider what your competitors are doing. It is very important for a business to hold a unique brand identity, which should also reflect in each and everything they are doing.

These distinguishing features could be the bigger appeal for your customers. Do not overlook the customers who are not giving any positive or negative review, there must be always a huge number of customers who will never share their opinion. So, any big policy shift or business process change could have both positive and negative impact on all of your customers.

Take Action and Update Strategies

Although the customer feedback collection strategy is already discussed in five major steps, however there is one more step that could help businesses in strengthening their relationship with their customer and that is ‘closing the loop’. By closing the loop I mean here is to notify and update your customers about the actions that have been taken due to the feedback or suggestion given by them. Some businesses only use automatic responses to tell customers that their feedback is received and we will take action to improve their next experience.

However, that is not enough. It is always better to provide exact information about the changes that are being made and the actions that are being taken in result of the feedback or suggestion submitted by a customer.

Conclusion

The customer feedback is a very important part of business intelligence. It provides a direct measure and assessment of the efforts that are being taken to improve customer journey and customer happiness. Whether it is a business process, a feature of a product or a service, staff performance or even the infrastructure, whatever can impact the customer experience should be evaluated. The customer feedback data can provide a very accurate and direct evaluation of everything. In this blog we have discussed various steps to build a customer feedback collection strategy.

If a business follows it, it can easily built a great strategy to collect effectively customer feedback and then they can make improvements. Which will carve the way for future progress and steady growth. Customer satisfaction drives the customer loyalty. The customer loyalty provides a strong foundation for progress and growth. It is almost nine to twelve time more expensive to acquire a new customer comparing to selling to an existing customer. That can have tremendous impact on the business growth and its profitability.

RSI Concepts is a leading customer feedback system provider in Dubai, UAE. If you need any help with your customer feedback strategy or want to acquire a digital customer feedback system, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Posted in Customer Feedback System | Tagged Customer Feedback Strategy, Customer Feedback System Dubai, How to organize customer feedback | Leave a comment

Self Service Kiosk for Retail Sector

Posted on October 10, 2021 by admin

Self Service Kiosk for Retail Sector

By definition a self-service kiosk is a digital kiosk with interactive interface and a computing device in it along with other hardware or software to facilitate a service delivery or business process. In Dubai and everywhere else in UAE the self-service kiosks are everywhere, people don’t often realize that an ATM machine is also a self-service kiosk. Apart from that the self-service kiosks are everywhere, if you are going to a telecom service center, you will be greeted by a self-service kiosk which you use to select the required service and to sign-up for the queue.

Similarly another most common form of self-service kiosk in UAE is the mobile top-up and utility bills payment kiosks, which are everywhere, in front of grocery stores, at malls, even at the entrance of buildings also. These all are different types of self-service kiosks. Since past two years the trends have been changed, especially during and after the 2020, businesses and customers are more inclined towards the self-service kiosks. That is the reason businesses from all sectors and industries are adopting to self-service kiosks and solutions.

Self Service Kiosk for Retail Sector

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

Self-Service Checkout Kiosk

The self-service checkout kiosk is a digital kiosk specifically designed to facilitate the self-checkout process in the retail stores. In the retail stores the biggest problem the businesses face is the long queue of the customer which not only impact the sales but it also ruin customer experience, if customers keep facing long waiting line in a retail store, they will start avoiding it next time. Instead they will prefer to go to a store where they can complete their purchases more quickly.

Another big problem with the long lines is that it repel customers and when people see there are already long lines in the store they usually avoid going there. The long waiting lines at the POS/counters also result in higher customer churn rates. The customer churn is a measurement/count of the customers who have already made up their mind to purchase and they have visited the business but due to long waiting time they left without making a purchase. These all factors have very negative effect on the overall sale and also on the business reputation.

Self-Service Checkout Kiosk

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

Self-Service Checkout Kiosk Hardware

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

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

Self-Service Checkout Kiosk Hardware

These are the basic hardware components. The display is usually an industrial grade display with higher brightness and high-end touch screen. The computer is usually equivalent to standard computer with good hardware specs. The operating system of the on-board computer is available in two variants, Windows OS and Android OS. The Barcode/QR Code scanner is used to scan the products. Some retail stores also use RFID to scan the RFID chip which is attached to certain items for security.

The network is used to connect the terminal with the central software or server and it also link the POS with the servers to do the transactions. The receipt printer and other accessories are also used to facilitate basic checkout functionalities and to enhance the customer experience.

Self-Service Checkout Kiosk Software

The software of any self-service kiosk is always based on three major components, a customer/user interface, an administrative control panel for the business management and staff and a server. In case of self-service checkout kiosk the software also have the same components. The customer or user interface (UI) is where the customers will interact with the system to perform the function.

The administrative control panel is where the management can control and manage the system, whether it is monitoring or collecting statistical data or implementing policies, all can be done from the administrative control panel. The server software is the main brain of the system it links with other systems, runs algorithms and perform logics on the server. Everything is managed and controlled by the server.

Self-Service Checkout Kiosk Software

The customer interface or user interface is the program that is running on the terminal/client or the self-service kiosk. It is similar to any other touch screen apps, the customers can navigate through user interface to access various options and to perform the payment process. For example, a customer filled their cart and reached to a self-service checkout kiosk, the first thing they will do is to scan the items using in built barcode/QR code scanner, as they will scan the items their digital cart will be build, it will be available on the screen.

Some items might not have barcode and required to be weight, so the customer can put them on the shelf which have in-built digital weighing scale, which will weigh the item and will add it into the cart.

Self-Service Checkout Kiosk Software

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

Self-Service Checkout Kiosk Software

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

Advantages of Self-Service Checkout Kiosk

The self-service checkout kiosk offer many advantages and is very capable of supporting the staff and boosting the overall performance of the retail store. Retail business and stores are always seeking ways to expand and grow. A small retail store or a large multinational enterprise can only ensure steady and long term growth when they have a loyal customer base. Loyal customers provide a strong foundation for the growth and progress. Researches and studies have shown that it is nine to twelve time more expensive to acquire a new customer than selling to an existing customer. The customer loyalty is completely based on customer satisfaction.

Which is based on customer interaction and customer experience. A self-service checkout kiosk can not only improve the customer experience but it can also provide the retail business a chance to market more products to the customers during their purchase and checkout process. The market studies have shown that approximately 20% of the customers include more add-on items to their cart if a right item is suggested on the bases of the cart or customer behavior. Which means the retail businesses can also generate more revenue from the self-service checkout kiosks.

Advantages of Self-Service Checkout Kiosk

For a retail business the resources are limited, in order to reduce the long waiting lines, they will have to add more counters. Sometimes there is not enough space available to add more counters, sometimes it is very expensive to add more counters, as for more counters the business will have to hire more staff which increase the cost. However instead of adding more counters, the retail businesses can easily add more self-checkout counters or self-service checkout kiosks. Which save them a lot of cost as well as it can improve a business’s brand image.

The year 2020 have completely changed the customer behavior and market trends. People are more adoptive and welcoming towards technology and digital solutions and services. Offering a high-tech self-service checkout kiosk will definitely add value to the brand image and brand identity. A positive brand identity helps in customer retention, attracting more customers and it also increases profitability.

Advantages of Self-Service Checkout Kiosk

Moreover when a retail business add a few self-service checkout kiosks it is not only facilitating its customers but it also reduce a lot of workload from the staff. The employees who work under a balanced workload are tend to delivery good quality work. Employee happiness also impact customer’s happiness and results and better customer experience.

The self-service checkout kiosks are built on widely available technologies and platforms. Which makes them very cost-efficient and it also makes future scalability and upgrade a lot easier and less expensive. The self-service checkout kiosks also require very less maintenance and have a long lifecycle. These traits of the self-service kiosk make the system more cost-effective.

Self-Service Digital Signage Kiosk

The digital signage are everywhere. If you are living in Dubai or any other part of the UAE you must have noticed big bright screens display adverts 24/7. The self-service digital signage kiosks for the retail sector are also the same. The self-service digital signage kiosks are designed specifically to run adverts/multimedia content and to provide information to the users. The interactive digital signage doesn’t have too many peripherals or hardware accessories, in fact it is just a large sized high resolution display with a touch screen.

The businesses are heavily relying on the self-service digital signage or interactive signage to boost their in-store sales and to improve customer experience. Same like any other interactive kiosk the self-service digital signage kiosk also have two major components, the hardware and the software.

Self-Service Digital Signage Kiosk

Self-Service Digital Signage Kiosk Hardware

The self-service digital signage kiosk are built on a very widely available technology and platforms. There are two major components of the hardware one is the interactive display which is a high-resolution high-brightness industrial grade display with a highly-sensitive touch screen. In order to run any application or the content an on-board computer is required which drive the display and provide necessary connectivity for the software.

The on-board computer is available in two variants, Windows OS and Android OS. There are some manufacturers who also sell only proprietary operating system, but those are not as common as they are not so good with the interactive application and doesn’t allow any customization either. Whatever platform you choose make sure it is compatible with your application as well.

Self-Service Digital Signage Kiosk Hardware

Self-Service Digital Signage Kiosk Software

The software of the self-service digital signage kiosk also have three major components like any other ordinary self-service kiosk. The user interface (UI) is installed at the self-service digital signage kiosk which allow the users to interact with the kiosk and let them access the information on the system.

The second component is the administrative dashboard which is for the business management and allow the retail store managers and employees to manage the content of the kiosks and to extract the system usage data, statistical data and the business intelligence data.

The third component is the server or server side application which executes all the algorithms and performs logics and processes. The interactive user interface also allow the users to search for different products, perform certain functions and avail any available digital service.

Self-Service Digital Signage Kiosk Software

Advantages of Self-Service Digital Signage Kiosk

The biggest advantage of a self-service digital signage kiosk or interactive digital signage is that it allow the users to easily access a multitude of information without asking any staff member. The customers and visitors can navigate through products, they can do comparison of the products, and they can also check features and offers or promotions and the customers and visitors can also avail any digital service offered by the retail store via their interactive digital signage or self-service digital signage kiosk. The biggest advantage of self-service is that the customers do not need any help from the staff to perform any of the function through the self-service kiosk.

This can significantly reduce the workload of the staff and it also provide a comforting experience to the customers and visitors. Sometimes some customers and visitors don’t ask question to the employee because of so many different reasons, for such customers and visitors a self-service digital signage kiosk could be a better option to explore further and make up their mind for a purchase decision.

Advantages of Self-Service Digital Signage Kiosk

The retail stores can use the self-service digital signage kiosks for real-time communication and marketing purposes too. They can instantly push promotions and offers to the screens. The can offer engaging content which encourages the users to make a purchase. Especially for flash sales and any news/update the interactive digital signage are a great tool. The customers and visitors who are using the kiosks for comparing the products or for searching products or for any purpose can get instant information, they don’t have to wait to reach to an employee, they can have access to any information and they can go through it for as many time as they want.

This results in instant service delivery and customer satisfaction. These days people tend to like doing things independently, a self-service digital signage kiosk can help you improving your customer’s experience and offering them services as per their expectations and desires.

See Also: Top 10 Self-Service Technologies

Advantages of Self-Service Digital Signage Kiosk

The human brain reacts to lights and colors in a very peculiar way. Such things always draw our attentions instantly. This enables the retail stores and businesses to easily attract more traffic to their stores. The self-service digital signage kiosk which are placed near to a particular product rack can boost its sales by up to 70% by playing multimedia content and information about the products and its value proposition. Such things are very attractive to the customers and visitors. It can immediately influence their purchase decision.

The self-service digital signage kiosks are a great tool to increase retail store traffic and are very helpful in boosting sales. The retail stores and businesses can offer instant service via their interactive digital signage or self-service digital signage kiosks. Which enhances customer experience and increase customer happiness and provide a great competitive advantages.

Conclusion

The self-service kiosks are making their way in the retail sector since past few years. Businesses in Dubai and all around the UAE are rapidly adopting technological solutions. The retail sector is no exception. Since the 2020 the customer behavior and market trends have been shifted a lot. With the rise of online shopping and e-commerce the retail sector has to be very vigilant, delivering a satisfactory customer experience is more important than ever before. The self-service kiosks are a great tool to transform customer journey and customer experience. The retail stores and businesses will have to identify the factors which are impacting the customer experience the most. One of the biggest such factor is the long wait time.

A self-service checkout kiosks is a great solution to avoid long waiting lines and unhappy customers. It offer convenience, instant checkout, and allow the customers to easily manage their cart and choose the most convenient payment method. It also provide retail business a chance to market more products, the studies have shown that s ingle checkout from the self-service checkout kiosk could value up to 10% more than a traditional checkout. Which increases profitability and generate more revenue.

The self-service digital signage kiosks are also a great tool to attract more customers and boost sales. The retail businesses can get an instant communication channel and can easily push flash sales, promotional content and product value proposition through the interactive digital signage screens. The self-service retail kiosks also help reducing the workload of the staff and boost their efficiency.

RSI Concepts is a leading interactive self-service kiosk solution provider in Dubai, UAE. If you want to improve your customer loyalty and boost your sales, feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Posted in Self Service Kiosk | Tagged Kiosks in retail stores, Retail Kiosk, self service kiosks dubai, Self-service kiosk solutions, self-service retailers examples, Self-Service Technology in Retailing | Leave a comment

3 Advantages of Kiosks in Retail Stores

Posted on October 7, 2021 by admin

3 Advantages of Kiosks in Retail Stores

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

3 Advantages of Kiosks in Retail Stores

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

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

1. Retail Kiosks Improve Customer Experience

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

Retail Kiosks Improve Customer Experience

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

2. Retail Kiosk is a Great Marketing Tool

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

Retail Kiosk is a Great Marketing Tool

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

3. Retail Kiosks Increase Profitability and Staff Efficiency

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

Retail Kiosks Increase Profitability and Staff Efficiency

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

Retail Kiosks Increase Profitability and Staff Efficiency

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

Conclusion

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

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

Check out this blog: Specifications of Wayfinding Kiosks

Posted in Interactive Kiosk Dubai | Tagged Advantages and disadvantages of kiosk marketing, advantages and disadvantages of self-service in restaurant, advantages and disadvantages of self-service kiosk, Benefits of kiosks in restaurants, Disadvantages of self-service technology | Leave a comment

Why Customer Feedback Loop is Important?

Posted on October 4, 2021 by admin

Why Customer Feedback Loop is Important?

Businesses in Dubai and all around the UAE are turning to customer-centric business practices and strategies. Customer feedback system is one of the most important part of customer satisfaction and customer journey transformation strategy. The customer feedback provides highly accurate and focused business intelligence data set which is very vital to improve a business’s performance and its future strategies. The customer centric strategies are not only helpful in improving customer satisfaction and customer loyalty but such strategies result in higher profitability.

Businesses who tend to move forward with customer centric policies are more likely to double up their revenues. In some cases when businesses have moved toward the customer centric policies they have witnessed four to five time more revenue in just a single year. Which is huge. The center point of customer centric policies is customer satisfaction, it drives customer loyalty. A loyal customer base act as a strong foundation or platform at which a business can built its legacy.

Why Customer Feedback Loop is Important?

Moreover the customer loyalty is also important to generate more revenue and to reduce the expenses. According to several studies and market searches it is almost nine to twelve time less expensive to sell to an existing customer rather acquiring a new customer. The loyal customers are also good brand advocate and help promoting a positive brand image.

Positive brand reputation further have impact on the conversion rates of other marketing campaigns and a brand with good brand identity tend to yield higher ROIs from their marketing campaigns. Overall the customer feedback is very helpful in making strategies and taking actions to maximize the customer satisfaction which leads to maximum profitability and better expense management.

What is Customer Feedback Loop?

The customer feedback loop is basically a process of getting customer feedbacks then extracting actionable reports from it, then sharing those reports within the business to the concern departments and the management to inspire actions, then providing the customer with the information about the actions that are being taken and how those action will benefit them in future is called a customer feedback loop since the entire process ends from where it is being started so it is also knows as closed loop customer feedback or customer feedback close loop.

Businesses are always collecting customer feedback data, it could be from a full-fledge customer feedback system, occasional surveys such as NPS (Net Promoter Score), CES (Customer Effort Score), CSAT (Customer Satisfaction Score), customer’s behavioral data from various touch points, their conversation with the sales and support staff or direct customer suggestions.

What is Customer Feedback Loop?

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

The Importance of Customer Feedback Loop

Customer and business relationship is a very delicate relation, same like any other relationship, the customer and business relation too requires attention, care and trust. It is extremely important that a business ensure that its customers are getting this impression and feeling. This way the customer will feel more connected to the business. The customer feedback loop is very important as it tells the customers that you are willing to listen to them, you value them and you act upon their suggestions, feedbacks, and concerns.

This impression is very strong, if a customer sees that their favorite brand is not only eager to listen to them but their opinion has power to make change, they will start trusting the brand more and they will become more loyal and supportive of the brand. If such customers get any bad experience or will be unsatisfied they will still give the business a second chance as they have trust on it and they would like to be part of it too.

The Importance of Customer Feedback Loop

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

Customer Feedback Loop: Inner Loop

The inner customer feedback loop is basically the internal loop inside the business, it flow the customer feedback within the internal departments, managements, concern employees and whoever else is relevant to it. Most likely the inner customer feedback loop involves almost everyone who can have any impact on customer experience and customer journey. It includes customer support team, sales staff, product/service development team, design team, marketing & communication, senior management and decision makers.

It is extremely crucial that all the departments and concerned employees are getting the same data feed and are on the same page. Only then they can make policies, take actions and do changes that can have a positive impact on customer experience and customer journey.

Customer Feedback Loop: Inner Loop

Customer Feedback Loop: Outer Loop

The outer customer feedback loop is the loop that involves the customers, from submitting their feedback or suggestions to reverting back to the customers with the response and details of actions taken on the bases of their feedback. The outer customer feedback loop is the most popular among the marketers in Dubai and all around the UAE however, both are important to make sure your customers are satisfied.

A business and customer relationship relies on good communication as well. It is very important that the business clearly communicate what steps have been taken on the bases of customer’s feedback or suggestion. This will increase their trust on the brand and give them a feeling of being appreciated which will definitely improve their relation, attachment and loyalty with the business.

Customer Feedback Loop: Outer Loop

How to Create Customer Feedback Loop

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

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

How to Create Customer Feedback Loop

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

Why Closing the Customer Feedback Loop is Important?

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

It is not important that you are turning the upside down of your business, the important thing is as much as you can do. Of course if a customer is suggesting you to cut the price by 80% that is not doable.

Why Closing the Customer Feedback Loop is Important?

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

Conclusion

Businesses with customer centric strategies and polices are witnessing rapid growth and huge appreciation in Dubai and all around the UAE. The customer’s behavior, their expectations, the market trends and the entire business dynamics is completely different in this part of the region. The Dubai alone is among the world’s top cities and the country is considered to be the most advanced and modernized country in the entire region. This have a huge impact on the businesses too, the businesses need a completely new strategy to compete in this market.

The customers are more demanding and there are tons of option available for them to switch. A customer usually never give a second thought to switching to another vendor or brand if they have a bad experience. This is what makes it extremely important that businesses make sure they are offering best quality service to ensure highest customer satisfaction.

A customer feedback loop is a process that starts from collecting customer feedback and it ends at communicating with the customers and telling then what change has been made to address the problem or concern from their feedbacks. It includes intensive analysis of the feedback, report generation, sharing the data with the concerned departments, management, employees and everyone else who is involved. This provides a deeper insight of the business processes, practices and let the businesses evaluate everything. After that these concerned personals or departments learn from the data and make informed decisions to make change.

Then the businesses contact the customers and informed them about the actions taken or changes made in the future strategies and company policies. This whole process is called a closed customer feedback loop. It is very important to build trustworthy relationships with the customers and strengthen the brand image. RSI Concepts is a leading name in customer journey transformation and customer feedback systems. If you need any help or want a quote for the customer feedback system, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you.

Posted in Customer Feedback System | Tagged 5 step customer feedback loop, Customer feedback loop best practices, Customer feedback loop process | Leave a comment

Specifications of Wayfinding Kiosks

Posted on September 28, 2021 by admin

Specifications of Wayfinding Kiosks

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

Specifications of Wayfinding Kiosks

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

Interactive Large Touch Screen Based User Interface

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

Interactive Large Touch Screen Based User Interface

Easy to Understand Floor Plan and Maps

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

Easy to Understand Floor Plan and Maps

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

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

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

Contact Directory

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

Contact Directory

Wayfinding Kiosk Software Specifications

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

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

Wayfinding Kiosk Software Specifications

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

Wayfinding Kiosk Hardware Specifications

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

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

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

Wayfinding Kiosk Hardware Specifications

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

Conclusion

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

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

Check out this blog: What to Collect and When with a Customer Feedback System?

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

What to Collect and When with a Customer Feedback System?

Posted on September 21, 2021 by admin

What to Collect and When with a Customer Feedback System?

The customer feedback systems have gained huge adoption from the business community in Dubai and all around the UAE since past few years. Each and every industry sector is taking customer’s feedbacks, their suggestions, opinions and information about their experiences. The customer feedback data is very critical for a business’s growth and progress. It highlights the on-going trends, customer perception of the brand, pros and cons of the products and services, effectiveness of the business processes and methodologies, employee performance and much more.

The customer feedback systems are used to evaluate the entire business strategy and operations. Business in Dubai and all around the UAE are investing huge sums of hard earned revenues in improving their products and services, efficiency, performance, quality and customer experience, the only thing that can accurately quantify the effectiveness of all these efforts is how your customers are viewing all these efforts, and the customer feedback system is the only tool that can collect this information from your customers.

What to Collect and When with a Customer Feedback System?

Moreover the customer feedback is also very helpful in highlighting the areas of improvements which help business to set up their future strategies and policies accordingly. The customer feedback system is very helpful in identifying the weaknesses and strengths which help businesses to efficiently utilize the resources and improve the overall operational capabilities and cost-effectiveness of all their business processes and practices.

There are so many different aspects of customer feedback some are related to the quality of the products, some are to evaluate the employees and some are to assess the customer journey. Overall, all these different types of feedbacks and inputs if used correctly can literally dictate your future policies and enables you to take informed and successful decisions for future.

What are the Benefits of using a Customer Feedback System?

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

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

What are the Benefits of using a Customer Feedback System?

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

What to Collect with a Customer Feedback System?

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

Net Promoter Score Surveys (NPS Score)

The Net Promoter Score Surveys or NPS Score is one of the most popular customer feedback category. The NPS Score is a single question with a single answer which is usually a range from 0 to 10. The question ask to the customer ‘how likely they will be recommending your business, brand or product/service to others?’ The question is the same the statement could vary from case to case, but the objective is to understand how much a customer is willing to recommend your business to others. That is why it is called Net Promoter Score Survey/Feedback. The answers are then classified into three groups, detractors (from 0 to 6), passive (from 7 to 8) and actual promoters (from 9 to 10).

Only the actual promoters or promoters are likely to recommend your brand or products/services to others, the detractors never recommend, and the passive customers also rarely recommend a business to others. The NPS Score is considered to be a direct measurement of the success of business’s efforts to satisfy the customers. Obviously it doesn’t pinpoint the actual cause or reason for promoting or not promoting but it provide an over view of the customer’s mindset.

Customer Satisfaction Score Survey (CSAT Score)

The customer satisfaction score survey/feedback is the second most popular customer feedback type. The main objective behind this is to evaluate each and every touch point throughout the entire customer journey. The generic customer satisfaction questions could be anything, the business can ask them about anything. The entire customer journey is set to facilitate the customer, each step, each process is designed to increase customer satisfaction, the service delivery, the service quality and the products each and everything is planned to serve a purpose and to solve a problem your customer might have.

The CSAT Score surveys/feedbacks are used to measure customer happiness and customer satisfaction. The questions usually starts with “How satisfied are you….” And then the business mentioned any of its process, product/service, or any touch point from the customer journey. The answer is usually a score gage or rating scale which represents certain ranges of customer satisfaction.

Customer Effort Score Survey (CES Score)

The customer effort score survey or CES Score survey/feedback is used to measure the level of difficulty a customer had to face during the customer journey. It could have generic questions as well as it could have precise question asking them to opine on a specific step, for example, ‘How easy or difficult it was to do the registration process?’ That is just an example, it could be anything else too such as ‘How easy or difficult the online payment process was?’ The purpose of CES Score survey/feedback is to evaluate the convenience and comfort of various business processes and service delivery steps.

A business can get a vital insight on customer perception of their efforts and solutions they are implementing to improve the customer journey. The customer effort score is a very crucial feedback matric. The answers usually ranges between very difficult to very easy and a couple of intermediary levels. The customer effort score or CES Score surveys doesn’t measure the customer satisfaction and loyalty, they are only used to measure the ease or difficulty of the interaction.

General Feedback Surveys

The general feedback surveys are the more traditional customer feedback collection method. It usually contains from four to twenty and even in some cases more questions. These types of surveys are used to evaluate a lot of interconnected touch points and usually used to get a broader view of customer opinion including a lot of different things. Usually the questions are subjected for a single topic each or in some cases a set of questions is used to address a particular topic and then other questions for another topic.

The businesses often used conditional logics to take the customer to a particular path to let them express their experience about their customer journey. For example, a customer could be asked to choose from a list and the next question will be based on the customer’s selection and so on and so forth. That is how these surveys are set and the answers to these surveys are compiled in a way to lead the customer to a certain path and keep the feedback concentrated on a certain topic.

When you should Collect Customer Feedback?

Whenever a customer feedback survey is set there is always an objective, the objective is always to obtain certain information on certain topics. For that the timing and the questions are extremely important. The right question at right time will generate good quality feedback data. The customer feedback systems are very flexible for that, businesses can create campaigns and schedule them and businesses can also automate the customer feedback surveys and trigger them on a certain action or input.

That is very important to maintain an adequate response rate. If you are asking customer questions at a wrong time, most of the customer might not attempt the survey. And in such scenarios the quality of the feedback is also poor. Here are three major methods to collect customer feedbacks:

Post-Purchase Customer Feedback Survey

The post-purchase customer feedback survey is automatically configured on a customer feedback system and it is taken at the time or immediately after the engagement is done. Usually when a customer gets the service or make a purchase such surveys are conducted. The reason of post-purchase customer feedback survey is to improve business’s relationship with individual customers.

The customers are also more likely to take time to provide their feedback immediately or within 24 hours of their engagement. Another advantage of post-purchase customer feedback is that it can provide more accurate data as the customer experience is fairly fresh in their mind so they can provide more accurate data in addition to that the customer response rate is also high.

Periodic Customer Feedback Surveys

The periodic customer feedbacks are collected after certain intervals. Usually if a customer doesn’t come back after a certain period of time the business should try to reach them out by any medium and ask them to share their feedback. The reason for this customer feedback is to improve customer loyalty and engagement. For certain businesses this period could be different. But there would be a certain frequency at which most customers are interacting with a brand.

For example if you are a clothing store, then maybe during certain promotions, events, or seasons you would expect your customer to come back, if they are not coming back you should ask them why they are not coming back or it could be a general satisfaction survey, it depends on the products or services you are offering. That type of customer feedback collection is called periodic customer feedback.

Continuous Customer Feedback Surveys

The continuous customer feedback survey is the most widely used method for digital mediums such as emails, websites, and social media. Such customer feedback surveys are conducted on regular bases, it could be daily, weekly, monthly or quarterly or even twice a year. The purpose of such customer feedback is to stay up to date with the market trends and every changing customer’s expectations and their needs. These type of customer feedback surveys provide a great insight and business intelligence which is helpful in making future policies and strategic decisions.

The continuous customer feedback surveys also increase customer engagements and keep them connected with the brand. The businesses can ask different types of questions. Even if the business is planning for new products or services the continuous customer feedback system can help them to take customer opinion before the launch and businesses can easily adjust their products and services to meet the expectations of the customers.

How to utilize the Customer Feedback Data?

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

Close the Loop

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

Improve Employee Performance

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

Improve Services, Products and Customer Journey

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

Thus it is very important to evaluate everything and try to resolve as many problems as possible to ensure a smoother customer journey, quicker service delivery and quality of the products and services.

Prepare Analytical Reports and Share Data

Any modern day customer feedback system has an in-built data analytical and statistical engine which processes the data and compile various types of reports which are meant to be consumed by various level of audiences within the organization. For example the higher-level management might be only interested in trend reports and a broader picture of the overall performance and customer feedback. However the managers might only be interested in the performance of their department and feedback relevant to them only and so on and so forth.

Similarly the individual employee will be interested in the feedback which was submitted during their shift and from their counter. It is extremely important to share the right data with right person and have analytical reports prepared for each audience to let everyone work on their respective jobs or duties to improve their contribution.

Conclusion

The customer feedback systems are very popular among the businesses in Dubai and all around the UAE to collect various types of customer feedback data. The customer feedback data is very helpful in evaluating the current strategies, effectiveness of the business processes, products/services quality, customer journey, employee performance and much more. The customer feedback system are very beneficial and can provide very accurate and important information on a subject. There are different types of customer feedback surveys which are popular and the customer feedback system has capabilities to collect customer feedback, compile the analytical data from the feedback and produce actionable reports.

It is also very important which type of customer feedback you are collecting and when you are collecting it. It depends on a business’s goals, if a business want to evaluate their products and services the feed type and data would be different than comparing to the employee performance evaluation and so on. This guide is prepared to discuss different types of customer feedback which will help business to understand what to collect and when with a customer feedback system. If you have any query or need a customer feedback system for your business, feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Posted in Customer Feedback System | Tagged Creative ways to collect feedback, Customer Feedback System Dubai, Customer Feedback System UAE, Good customer feedback examples, How to ask for feedback from customers | Leave a comment

What are the Types of Interactive Kiosks?

Posted on September 15, 2021 by admin

What are the Types of Interactive Kiosks?

These days business in Dubai and all around the UAE are adopting interactive kiosks to provide better experience to their customers. The customers also prefer to have a digital interaction rather visiting the business or organization to get a service done. Whether you are operating in service based industry, retail sector, healthcare sector or any other business sector the interactive kiosk can add value to your customer’s experience and journey. On top of that the interactive kiosks are built on a very flexible platform which enables the businesses to customize the kiosk as per their needs.

Thanks to the huge investments in R&D by the multinational manufacturers, the self-service interactive kiosk industry have witnessed rapid expansion, growth and innovation in past few years. There are tons of hardware and software accessories available to integrate with interactive kiosks which enable the businesses to offer their services in a very innovative and most convenient way.

What is an Interactive Kiosk?

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

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

What is an Interactive Kiosk?

Any self-service interactive kiosks requires a strong software along with its all hardware. The software synchronizes all the information between the kiosk and other relevant systems and central information center. The kiosk’s user interface will allow the user to perform certain tasks independently without requiring any help from the staff. Thus the self-service interactive kiosks can operate 24/7 and offer instant service delivery. Which is a great advantage and it significantly enhances the user experience.

The self-service interactive kiosk software comes with an administrative control panel which enables the businesses to manage and control the information and functions of the kiosks and also provide them a deep insight of the system and customer interaction via in-built business intelligence collection modules.

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

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

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

1. Self-Service Payment Interactive Kiosks

As the name suggest the self-service payment interactive kiosks are used to do transactions. These types of kiosks can be used at any place where a customer is required to payments. The most widely used example of self-service payment interactive kiosk is the mobile top-ups kiosk, which offer users to top-up their mobile phones using an interactive touch screen interface. The users can make a variety of transaction from these kiosks, such as paying utility bills, paying for overseas and a lot more. The self-service payment interactive kiosks are also used for other applications in public places, government offices, businesses and much more.

All businesses who are serving consumers or are operating at B2C business model can utilize the self-service payment interactive kiosks. The term payment interactive kiosks or payment kiosks is a very generic terminology, and it can be used for a variety of different types of the kiosks which are allowing the users to make payments through their interactive user interface.

Self-Service Payment Interactive Kiosks

2. Self-Service POS Interactive Kiosk

The self-service POS interactive kiosks are the kiosk used for POS or Point of Sales. The kiosks are mainly used by the retail sector. Instead of adding more counters the businesses can deploy self-service POS kiosks. The POS Interactive Self-service Terminals or POS Interactive kiosks can offer a variety of services and functionalities. Similar to any counter at a super store, grocery store or any other retail outlet the self-service POS interactive kiosk can also provide the entire check-out functionalities. The customer can check-out without standing in lines.

The kiosk have in-built peripherals and hardware accessories such as Barcode Scanner and/or QR Code Scanners, weight scale, RFID, Cash or Credit/Debit Card acceptors etc. These hardware accessories accommodate the self-checkout process. The customer don’t have to wait in long lines, in addition to that the customer have more freedom and flexibility which enhances their experiences. Businesses on the other hand can have a very cost-efficient expansion solution with very low running and maintenance cost which increase their profitability.

Self-Service POS Interactive Kiosk

3. Self-Service Queue System Interactive Kiosks

The queue management system is a great tool to transform the customer journey and customer experience. The self-service interactive kiosks are an essential part of a modern day queue management system. The customers can easily sign-up from the interactive kiosk. The self-service queue system interactive kiosk also provide additional information to the customers and allow them to choose for the right queue which saves a lot of time. The kiosks can also be used for more functionalities to facilitate the queuing and service delivery processes.

For example, business can identify the customers using special functionalities of the self-service queue system interactive kiosk. Businesses can also enables the online payment during the sign-up process as per their requirements. The businesses can also use the touch interface for online registration and form submission, etc. and many more functionalities. The self-service queue system interactive kiosk can be customized too to accommodate certain business processes and to offer users with unconventional functionalities.

Self-Service Queue System Interactive Kiosks

4. Self-Service Sign-Up Interactive Kiosks

The self-service sign-up interactive kiosks are usually slightly larger with medium size touch screen display and very common for exhibitions, events, seminars, etc. sign-up and registration processes. The self-service sign-up interactive kiosks have a very simple user interface and some basic hardware accessories which enables the user to sign-up and register by filling in the forms and providing all information through the interactive kiosk. The users can fill-in registration forms, they can scan their Emirates ID card, Passport or any other additional document which is required for the sign-up process.

Some businesses also charge registration fee which can also be paid through the kiosk either by integration of the cash acceptor or any other digital payment gateway such as bank POS (for credit/debit cards), digital payment methods and pre-paid cards. For medium and large sized venues the registration and sign-up is a difficult task, it requires the visitors to stand in long queues and businesses would also have to deploy additional staff for the process.

However with the self-service sign-up interactive kiosks the visitors and guests can do the registration and sign-up independently and fairly quickly. Which not only make customer experience better but also save a lot of cost of commissioning extra employees.

Self-Service Sign-Up Interactive Kiosks

5. Self-Service Food Ordering Interactive Kiosks

These days almost all popular fast food services in UAE and popular restaurants are offering self-service food ordering interactive kiosks. Studies have shown that it not only increases the sale but it greatly improves the customer experience too. Most of the time during the lunch breaks or dinner times the food courts, fast food restaurants and such businesses are always full. Adding more counters or expanding the physical space could be very expensive and in some cases might not be possible at all. In such cases placing self-service food ordering interactive kiosks not only help the business to accommodate more customers but it also reduce the customer churn rate.

Moreover the trends since past few years have shown us that the customers who are ordering from a self-service interactive kiosk are tend to place bigger orders. The business can also suggest additional items during the purchase process which could also encourage the customers to add more to their order. The self-service food ordering interactive kiosks have great ROI and can easily increase the business’s profitability and revenue.

Self-Service Food Ordering Interactive Kiosks

6. Self-Service Hotel Reception Interactive Kiosk

The self-service hotel reception interactive kiosks are widely used in hospitality industry worldwide and are also gaining popularity in Dubai and all across the UAE since past few years. For hospitality and hoteling industry the main concern is the customer experience and customer satisfaction. The customers don’t like to wait at the reception, instead they want to get served instantly. Similarly for the checkout process the customers want to do it as quickly as possible. The interactive self-service hotel check-in kiosks enables the customer/guests to check-in and check-out without any wait time or without any help from the staff. The customers/guests can easily identify themselves by inputting their booking number or any other method of identification can also be used.

There are several benefits of self-service hotel reception interactive kiosk and it can also offer advanced features to drive innovation, such as passport scan and/or document scan, barcode/QR code scanning, etc. Such features can be used to enhance the check-in and check-out process. The software is also capable of integrating with hotel management ERP or PMS (property management system) or any other third party tool via secure web services to ensure the data synchronization and data sharing between the central information center and all other relevant systems.

Self-Service Hotel Reception Interactive Kiosk

7. Self-Service Car Rental Interactive Kiosk

The car rental, limousine and taxi services are widely adopting to self-service car rental interactive kiosks. The main reason is to provide the customer a better experience and instant service delivery. The self-service car rental interactive kiosks also provide a business a chance to expand quickly at lower costs. The interactive kiosk based solutions also enables the businesses to reach out to the markets and locations where they can’t establish a full branch, or where they don’t want to setup a branch. For example for car rental, taxi and limousine service providers opening up a booth or acquiring a small commercial space could be very expensive and it also requires full-time employees which further increase the initial and running cost.

However the self-service car rental interactive kiosk can be placed at airports, shopping malls, universities, collages, schools, public places, bus stations and such places. The kiosk doesn’t take much space and its running and maintenance cost is also very low. This provide the business a chance to easily acquire new customers and allow them a presence in unexplored markets. The self-service car rental interactive kiosk can be equipped with online and digital payments as well as cash and other hardware peripherals can also be integrated to meet the needs of registration and/or booking.

Self-Service Car Rental Interactive Kiosk

8. Self-Service Student Enrollment Interactive Kiosks

The self-service student enrollment interactive kiosks are used by the universities, collages, schools and other educational institutions. The main objective is to provide the students and parents a quicker service delivery with the basic student enrollment, admission and information related tasks. Usually for such tasks there are long queues and crowd forms which is not only difficult for the visitors but is also hard to manage for the staff. Especially the students who need to enroll for the semesters or need any other information from the admission department or want to print transcripts or reports, etc. can come directly to the self-service student enrollment interactive kiosk and avail the service and information.

The online payment facility can also be integrated in the kiosk to facilitate the fee submission. Moreover the students and parents can also perform other tasks and avail services which are offered by the institution. The self-service student enrollment interactive kiosks are a great tool to enhance user experience. The educational institutions can also save a lot of cost of additional employees and resources by these kiosks.

Self-Service Student Enrollment Interactive Kiosks

9. Self-Service HR Interactive Kiosks

Self-service HR interactive kiosks are very useful for the HR purposes. The kiosk is fully integrated with the HRMS (Human Resource Management System) and it can offer a variety of HRMS services through the interactive touch screen based user interface. The businesses can utilize the interactive self-service HR kiosks to boost the efficiency of the HR department and to improve the employee experience. The self-service HRMS interactive kiosks can offer excellent employee experience, convenience and a huge cost cut in the HR expenses. The digitalization of the HR services eliminates the need of manual work which requires a lot of human resource as well as other resources.

The digitalization also make the entire system agile and very accurate, it almost eliminates the human errors and paper work. The businesses can offer HR services for 24/7 at the most convenient location for the employees. Especially the employee who work off-desk and at remote sites can utilize the self-service HR interactive kiosk to get easy access to the HR services. The HR department can focus more on their primary tasks and be very helpful in improving the performance and operational capabilities of the entire business.

Self-Service HR Interactive Kiosks

10. Self-Service Information Interactive Kiosk

The self-service information kiosks are usually a medium sized interactive signage. The touch screen allows the user to explore and surf through the available information. These kiosks are very popular in the retail and service sectors. The businesses can provide instant access to well-organized information which are useful for the customers. Usually such kiosks are placed at the entrances or in the waiting areas where customers and visitors can acquire relevant information. The modern interactive kiosks are also very helpful in improving the customer experience. For example a business is offering eight different services, each service required a different registration process.

The registration process require certain information, if the business start providing the information through their information centers which usually have limited number of agents/server, the customer will have to wait for a long time to access the required information. And if the customers wait in the long queues to reach to the service counter and then they are being told that they are missing some documents or some information which are mandatory for the registration process it will completely ruin their experience. That is why the information kiosks are widely used in Dubai and all around the UAE.

Self-Service Information Interactive Kiosk

11. Self-Service Way Finding Interactive Kiosks

The self-service way finding interactive kiosks are commonly used at facilities with large spaces and multiple levels. Especially in shopping malls and big offices and customer service centers where a different customers are being served at different locations or a single service delivery require a customers to walk through the large indoor space. The self-service way finding interactive kiosks are also very common for outdoor locations and venues such as parks, exhibitions and fairs, etc. The way finding kiosk can provide a variety of information along with the navigation and other useful information. The shopping malls intensively used these types of kiosks for advertisements and marketing purposes.

The wayfinding kiosks comes in different specifications which make them more adoptable for different industries. Whenever a user reached to the self-service way finding interactive kiosks they see a 2D or 3D map of the facility and a pointer points out their location. They can also search for their destination and can check various routes to reach there. For example in case of a shopping mall the self-service way finding interactive kiosk can also provide the contact details of the shop or outlet the user wants to find. The malls can also advertise offers by their tenants and other marketing materials. The self-service way finding interactive kiosk can be great marketing tool along with assisting the visitors and improving their experience.

Self-Service Way Finding Interactive Kiosks

12. Self-Service Customized Interactive Kiosks

The self-service customized interactive kiosks are tailor-made to serve particular purpose. For example a business wants to offer a particular service or functionality which is not available in the regular types they can customize the self-service interactive kiosk to achieve their required functionalities. Each business is different from the other and have distinct approach and methodologies. Sometimes these distinguishing features make the business stand out of the crowd. Hence the business will have to maintain these certain traits throughout their all communication channels and mediums. For such scenarios the customized self-service interactive kiosks can offer a great efficiency and accuracy.

The self-service interactive kiosks comes in different forms, shapes, and sizes, there are outdoor interactive kiosks as well as tablet and iPad kiosks as well. Businesses can not only customize the hardware but the software too. The user interface and each and every functionality can be customized to offer the same unique customer experience associated with the brand. The unified customer experience on all communication channels makes customer interaction easier and it also build trust. There are tons of hardware and software accessories which can be integrated to achieve superior customer experience and ultimate operational efficiency of the self-service interactive kiosk.

Self-Service Customized Interactive Kiosks

Conclusion

The interactive kiosks are a digital computing machine with ability to interact with its users. This is also known as self-service. The self-service interactive kiosks are based on two major components the software and the hardware. The hardware includes a touch screen and some other peripherals and the software is the computer program which provides a user interface where user can perform certain tasks and the backend or administrative control panel for the administration purposes. The self-service interactive kiosks are widely used in all sectors in Dubai and all around the UAE. They are easy to develop, cost-efficient and require very low maintenance. The businesses are commissioning the interactive kiosk based solution for two major reasons one is customer experience and customer satisfaction and the other is quick and low-cost expansion.

There are so many different types of self-service interactive kiosks available in the market, the most popular in Dubai and all around the UAE are listed above. Moreover the leading interactive kiosk vendors in Dubai such as RSI Concepts offers a fully customizable solution to further maximize the efficiency of the system and to offer unconventional features. If you need more help or want to implement a self-service interactive kiosk solution feel free to reach us out through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

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

Cons of Manual/Handwritten Customer Feedback

Posted on September 13, 2021 by admin

Cons of Manual/Handwritten Customer Feedback

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

Cons of Manual/Handwritten Customer Feedback

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

Low Data Accuracy

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

Low Data Accuracy

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

Expensive in Terms of Cost, Time and Resources

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

Expensive in Terms of Cost, Time and Resources

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

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

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

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

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

The Customer Response Rate is Low

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

The Customer Response Rate is Low

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

Report Creation, Data Analysis and Sharing is Difficult

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

Report Creation, Data Analysis and Sharing is Difficult

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

Conclusion

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

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

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

Posted in Customer Feedback System | Tagged Advantages and disadvantages of manual and automated system, Advantages and disadvantages of manual database, Customer Satisfaction, Pros and cons of feedback in Education | Leave a comment

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. It also retain optimum 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.

Posted in Interactive Self-Service Kiosk | Tagged advantages and disadvantages of self-service kiosk, Digital Kiosks, Digital self service kiosk benefits, Interactive Digital Kiosks, self service kiosk examples, self service kiosk system, self service kiosk technology, Self-Order Kiosks | Leave a comment

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

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

Step 2. Use Different Customer Feedback Survey Types

NPS Survey or Net Promoter Score

CSAT Score or Customer Satisfaction Survey

CES Survey or Customer Effort Score

Rating Survey

Customized Survey

Step 3. Utilize Multiple Channels and Mediums

Step 4. Analyze Data and Compile Reports

Step 5. Take Action and Update Strategies

Conclusion

Self-Service Checkout Kiosk

Self-Service Checkout Kiosk Hardware

Self-Service Checkout Kiosk Software

Advantages of Self-Service Checkout Kiosk

Self-Service Digital Signage Kiosk

Self-Service Digital Signage Kiosk Hardware

Self-Service Digital Signage Kiosk Software

Advantages of Self-Service Digital Signage Kiosk

Conclusion

1. Retail Kiosks Improve Customer Experience

2. Retail Kiosk is a Great Marketing Tool

3. Retail Kiosks Increase Profitability and Staff Efficiency

Conclusion

What is Customer Feedback Loop?

The Importance of Customer Feedback Loop

Customer Feedback Loop: Inner Loop

Customer Feedback Loop: Outer Loop

How to Create Customer Feedback Loop

Why Closing the Customer Feedback Loop is Important?

Conclusion

Interactive Large Touch Screen Based User Interface

Easy to Understand Floor Plan and Maps

Contact Directory

Wayfinding Kiosk Software Specifications

Wayfinding Kiosk Hardware Specifications

Conclusion

What are the Benefits of using a Customer Feedback System?

What to Collect with a Customer Feedback System?

Net Promoter Score Surveys (NPS Score)

Customer Satisfaction Score Survey (CSAT Score)

Customer Effort Score Survey (CES Score)

General Feedback Surveys

When you should Collect Customer Feedback?

Post-Purchase Customer Feedback Survey

Periodic Customer Feedback Surveys

Continuous Customer Feedback Surveys

How to utilize the Customer Feedback Data?

Close the Loop

Improve Employee Performance

Improve Services, Products and Customer Journey

Prepare Analytical Reports and Share Data

Conclusion

What is an Interactive Kiosk?

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

1. Self-Service Payment Interactive Kiosks

2. Self-Service POS Interactive Kiosk

3. Self-Service Queue System Interactive Kiosks

4. Self-Service Sign-Up Interactive Kiosks

5. Self-Service Food Ordering Interactive Kiosks

6. Self-Service Hotel Reception Interactive Kiosk

7. Self-Service Car Rental Interactive Kiosk

8. Self-Service Student Enrollment Interactive Kiosks

9. Self-Service HR Interactive Kiosks

10. Self-Service Information Interactive Kiosk

11. Self-Service Way Finding Interactive Kiosks

12. Self-Service Customized Interactive Kiosks

Conclusion

Low Data Accuracy

Expensive in Terms of Cost, Time and Resources

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

The Customer Response Rate is Low

Report Creation, Data Analysis and Sharing is Difficult

Conclusion

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