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How to Get Customer Feedback? (Best Practices)

Posted on February 11, 2023 by admin

How to Get Customer Feedback? (Best Practices)

In the present day marketplace where the competition is very high and the customers are very demanding it is crucial to focus on customer loyalty. The loyal customers can generate the business which no other marketing campaign can does. That is why it is crucial to foster a customer-centric culture and offer a satisfactory experience. Business in Dubai and all around the UAE knows that very well, that is the reason the customer feedback campaigns have become a regular business process.

The customer feedback is the most convenient and easiest method to acquire the knowledge and insight of the factors that matters the most for your customers and your business. Collecting customer feedbacks on regular basis will ensure you will always remain on track and provide what your customers and targeted audience needs and expect from your brand. However, collecting customer feedback is not as that easy and effectively utilizing the customer feedback data to make an impact on the organizational level is even more difficult and complicated.

How to Get Customer Feedback? (Best Practices)

The customer experience managers or business leaders can easily get overwhelmed by the sheer number of possibilities to tap into the customer feedback. There are simply so many channels and mediums which your audience and customer groups might use, that is why integrating a multi-channel digital feedback system is essential. In this blog we will enlist the best practices of collecting customer feedback data and utilizing it to make informed decisions and to align your business with your customers and audience.

See Also: 5 Types of Customer Feedback

What is Customer Feedback Management (CFM)?

Businesses often confuse customer feedback data collection and customer feedback management. However, the customer feedback management is much more than just the data collection. The customer feedback management is not just only involve collecting customer feedback data, but it also includes, processing the data into actionable reports and integrating it in important decision making processes. Furthermore the customer feedback management also include following up with your customers and informing them about what actions have been taken to address their concerns or to meet their needs and desires.

This whole process is called the customer feedback management or CFM. Usually businesses have a dedicated customer experience (CX) manager whose core responsibilities are to plan, monitor and execute the process. Obviously the manual customer feedback forms are not capable of supporting the modern customer feedback management processes, therefore business use digital customer feedback systems which are software-based solutions and can greatly improve the efficiency and efficacy.

What is Customer Feedback Management (CFM)?

Best Practices of Collecting Customer Feedback

Customer Feedback System is the ideal solution to effectively collect customer feedback and close the feedback loop. Closing feedback loop is important for any customer feedback management campaign. Furthermore the digital customer feedback system also help analyzing and processing the data with in-built tools and help quickly sharing it with the stakeholders. In the present day fast-paced markets where the customer demands and trends are continuously evolving, it is impossible to achieve your goals with the traditional manual customer feedback methods. Here are the best practices to effectively collect and leverage the customer feedback data with the help of a digital customer feedback system:

Customer Feedback Best Practices: Set Goals and Objectives

Most of the time businesses failed to create a significant impact with their feedback campaign due to lack of planning and clear goals of the campaign. When you aimlessly collect customer feedback data, you try to collect as much data as possible, you try to utilize as many channels as possible, and so on. This maximize your efforts, and at the end you will fail to achieve any impactful objective. That is why it is crucial to set goals and define clear objectives of your customer feedback campaign before executing it. When you have a clear goal and set objectives as per your needs, you can collect precise data.

Targeted campaigns always tend to produce more positive impact. For example, if you want to evaluate the customer experience then your feedback campaign’s objective is clear, even you can narrow down to a specific touch point in the customer journey and understand your customer perspective on it. If you are developing new products you need specific questions to ask, and so on. Such objectives will not only amplify the impact of the campaign but will also significantly reduce your efforts and expense. You can target different objectives for different audience group and maximize your insight in similar fashion.

Customer Feedback Best Practices: Set Goals and Objectives

Customer Feedback Best Practices: Customize the Process as Per the Objectives

It is important to customize the process according to your needs. There are different types of customer feedback each is used to collect a different type of data, furthermore sometime the feedback should come from a particular user/customer group and so on. Therefore it is important to customize your customer feedback process according to your objectives. Here are some common customer feedback types:

NPS Survey: The NPS or Net Promoter Score surveys are one of the most common metrics used to understand if your customer is satisfied enough to recommend your brand or products/services to others or not.
CSAT Survey: The CSAT or Customer Satisfaction surveys are used to understand what percentage of your customers are satisfied. It is a fragmented approach and usually used for specific processes, touchpoints or aspects of the customer experience.
CES Survey: CES or Customer Effort Score surveys are used to understand how easy or difficult it is for the customers to get something done. It is used to evaluate customer journey, internal processes, service mechanisms and various other processes.
Long Surveys: The long surveys are usually used to get detailed insight and to acquire in-depth knowledge on a particular subject. The long surveys usually can have up to 30 questions or even more and it is a great tool to get comprehensive details and customer opinion.

You should choose the right process to collect the right data. That is the key to success of your customer feedback management activities. The modern customer feedback systems provide intuitive tools to easily and quickly create multiple surveys and push them through multiple channels. You can even schedule the surveys and you can also set triggers, such as you can send post-sale satisfaction survey via email as soon as someone make a purchase or visit your service center, etc. That is why it is important that the customer feedback process you chose should be able to server the purpose.

Customer Feedback Best Practices: Customize the Process as Per the Objectives

Customer Feedback Best Practices: Integrate Multiple Channels

Integrating multiple customer feedback channels is also crucial for getting the desired results. For any customer feedback campaign there are two major aspects, one is the quality of the feedback data and the other is the quantity of the feedback data. Your questionnaire, the language of your survey, the timing and several other factors will determine the quality of the feedback. However, the quantity of the feedback largely depends on asking the question at the right time and through the right channel. Your customers would be divided into various groups based on the products/services they purchase, their demographics and also their location.

Different audience group would prefer different communication channels and the customer feedback survey type will also impact on the channel you would use. For example, if you have a 30 question long survey, you might not want to put it on in-premises touch screens or tablets, because 30 questions might take 10 to 12 minutes and no customer would want to spend that much time after getting the service, for such surveys, the emails and online links are the best. That is why you should integrate multiple channels such as emails, SMS, touchscreens/tablets, website forms, mobile applications, QR codes, social media, etc. Multiple channels will boost the quality and quantity of the data.

Customer Feedback Best Practices:Integrate Multiple Channels

Customer Feedback Best Practices: Close the Feedback Loop

A multichannel customer feedback collection campaign can produce a wealth of valuable business intelligence data. But it doesn’t have any value unless it is utilized effectively. In order to get the full benefit of customer feedback data you should analyze it, share it with relevant leaders and stakeholders, take actions on the bases of conclusions you made and then follow up with the customers to let them know what is done regarding their concern, suggestion, complaint or feedback. This is what is called a closed loop customer feedback campaign. It is important to classify your feedback data on the bases of various factors, such as the priority, urgency, volume, etc.

This categorization and classification will help you to incorporate the conclusions and reports of the feedback data in planning and decision making processes. The customer feedback data should be shared with relevant managers, business leaders and any other stakeholders to increase its positive impact. Once the actions are taken or plans are set, a follow up with the customers could further help you gain customers’ trust. The customers took time to share their thought, suggestions and opinion, so it is important to respond back to them by telling them that their voice is heard and some actions been taken, this will also strengthen their relationship with the brand. That is why closing the loop is important for any customer feedback management campaign.

Customer Feedback Best Practices: Make it a Continuous Process

Here in Dubai and all around the UAE the most common mistake businesses made is to execute a customer feedback data collection campaign for a definite period of time and then stopped it. The service sector is much better in this regard, the service-based businesses usually collect customer feedback on regular bases, and especially in the service center they deploy permanent touch screens or tablets, to continuously collect customer feedback data.

However, that is not enough, you need a strategy for continuous customer feedback drive. The customer feedback is a crucial business process hence should be treated the same. The regular customer feedbacks will help you increase customer engagements and will also keep you informed about the latest updates in the markets and continuously evolving market trends. Regular email based surveys are proven to be very effective.

Furthermore the businesses can utilize their corporate website, social media, SMS, mobile application and dedicated customer feedback forms along with their important campaigns. This will help you establish a strong connection with your customers and it will tell them that their voice will always be heard. A digital customer feedback system is a great tool for the modern day customer feedback management it allow scheduling regular and time-based campaigns and also allow businesses to execute special or occasional campaigns as per their needs.

Customer Feedback Best Practices: Make it a Continuous Process

Conclusion

The customer feedback have become a crucial business process in the modern fast-paced and rapidly evolving markets. Businesses needs to cover their blind spots, sometimes guessing work and market research is not enough, you must have to ask your customers about their linking, disliking, their preference, their needs, their desires and their expectations. The customer feedback management will provide you a framework to streamline and organize your customer feedback campaigns. A digital customer feedback system is a very powerful tool, it help maximizing the outcome and impact of a customer feedback campaign and it greatly help businesses in reducing the resources, expense and efforts to conduct a customer feedback drive.

The customer feedback provide you innovative ideas which you can use in product development processes. It will help you highlight the areas of improvement and will provide you a better evaluation of you internal and external processes. In the present day the customer feedback can be used to evaluate and improve anything from communication to product features and even the employee behavior, everything can be improved if you have accurate and in-depth insight.

In this blog we have listed the best practices to conduct a customer feedback campaign and to improve your customer feedback management process. If you want to learn more about the subject or if you want our help to implement a modern highly effective and tailor-made customer feedback management system for your business, please 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: The Impact of Self-Service Kiosk on Customer Behavior

Posted in Customer Feedback System | Tagged Creative ways to collect feedback, Customer feedback examples, Customer Feedback Management, How to use customer feedback to improve service, Methods of gathering feedback, What to do with customer feedback, Why is Customer Feedback Important | Leave a comment

How to Collect HR Customer Feedback?

Posted on February 10, 2023 by admin

How to Collect HR Customer Feedback?

For any business the HR department’s main job is to provide and retain the required talent. Required skillset not only help maximizing the outcome and quality but it also help businesses optimizing the cost and expenses. Talent hunt alone is not enough because you will also have to motivate your skilled employees, and you have to ensure your employee also remain happy and satisfied in order to reduce employee turnover. The employee turnover is always a big problem for the HR, as when an employee left, the HR will have to fill the space, then the new employee also require training, time to adjust and integrate in the teams and organizational culture which cause could cause noticeable decline in efficiency.

Furthermore the HR must also have to keep employee happy and satisfied. There are several factors that contributes to employee happiness, one of the most important is to address their problems and needs. Moreover the HR department is also responsible for the performance management tasks. Which means intensive monitoring and a fully structured framework to deal with the problems with a highly systematic approach. High-performing employees are a key to long term success.

How to Collect HR Customer Feedback?

When it comes to employee performance management or employee satisfaction one of the most crucial part is collecting the feedback. The employee feedback will provide you a highly accurate and in-depth understanding of their needs, demands, desires, expectations, strengths and weaknesses. Businesses in Dubai and all around the UAE are already transitioning from a traditional annual review system to more modern and agile performance management practices. In all that the feedback plays a crucial role, more frequent and well-organized feedback can be a game-changer.

Employee feedback also plays crucial role in employee retention as it provide your employee a chance to give their say and to get them heard. For the HR the employees are the customers who use their services, and the HR department will have to keep them happy, motivated and loyal with the organization. In this blog we will discuss how to collect HR customer feedback effectively to be able to leverage the full potential of the feedback data.

How to Collect HR Customer Feedback?

Collecting HR Customer Feedback Data

There are many ways and methods to collect HR customer feedback data. However, most of the traditional practices lack the required accuracy and quality of the data. In the modern fast-paced world the businesses need a bit more engaging approach to maximize the impact of their HR customer feedback drives. The ideal way is to utilize a digital customer feedback system. The digital customer feedback system is a software based tool which provide HR managers a lot of useful features, help them automate several processes, raise the data quality, gather analytical data and offer a variety of other benefits.

The traditional methods are manual, which usually inherit a lot off issues, the poor data quality, difficult analysis and customer unhappiness reduce the impact of the feedback campaign and undermine its purpose. Therefore the ideal is to collect HR customer feedback data with a professional customer feedback system. Here are the market proven best practices to collect HR customer feedback data more effectively and efficiently.

Collecting HR Customer Feedback Data

HR Customer Feedback: 360 Degree Performance Reviews

The 360 degree performance review or is an employee feedback which is gathered by multiple sources to evaluate the employee’s performance and behavior. Usually the 360 degree employee feedback is taken from the managers, supervisors, peers, team leads, subordinates, cross-department relevant personals, and even sometimes external sources such as customers and suppliers, etc. The 360 degree feedback is usually collected via a dedicated feedback form or survey. The customer feedback system will help you setup quick surveys and also allow to you share them automatically with relevant stakeholders.

This biggest problem with the 360 degree feedback surveys is that they are complicated, difficult to set up and for different job roles the questionnaire can different from a very few questions to completely different which makes the process lengthier. However, with the customer feedback system the HR can streamline many steps, they can leverage the automation and they can also automatically analyze the data with in-built analytical tools. The 360 degree employee feedback is one of the most impactful HR customer feedback type that is why it is also more crucial.

360 Degree Performance Reviews

HR Customer Feedback: One-on-One (1:1) Meetings

After the famous 360 degree employee performance reviews, the second most important HR customer feedback is the one-on-one meetings. In one-on-one meetings the employee and the manager sits together to discuss a pre-set agenda and to draw conclusions which will have far reaching impact on the employee performance and overall productivity of the organization. Any good HR customer feedback system will provide a dedicated module for the one-on-one (1:1) meetings.

The one-on-one meetings are of two types, one is regular and one is formal, the formal one have slightly more structured format, but more or less both have similar objectives. The one-on-one meetings have huge individual level impact on the employees, it gives them a chance to openly express their concerns and help strengthening the relationship between the employees and the managers. The HR customer feedback system help improving the quality and outcome of less structured one-on-one meetings and performance reviews.

See Also: 5 Types of Customer Feedback

One-on-One (1:1) Meetings

HR Customer Feedback: Skip-Level Meetings and Reviews

The skip-level meetings and reviews are an excellent performance feedback tool. In skip-level meetings the two participants are a senior manager and the sub-ordinate of the employees who report to the senior manager. For example, the production manager reports directly to managing director, and a production engineer or supervisor reports directly to the production manager, the skip-level meeting will be between the managing director and the production engineer or supervisor. Basically the skip-level meetings skips one or more managerial levels and it is a great tool to establish a relationship between the senior management and the employees.

It can greatly help in motivating the employees while at the same time it can provide a very direct insight to employees. The direct feedback whether positive or negative will help senior management to take quicker actions and connect with the employees on a large scale. It is also very encouraging and motivational for the employees as they feel that someone very senior is interested in their opinion and concerned for their problems.

Skip-Level Meetings and Reviews

HR Customer Feedback: General Employee Feedback Surveys

Obviously there are different methods for collecting different types of HR customer feedback data. However, all these are highly subjective and cover only their respective fields. There are generic employee feedback surveys which are used to fill the gaps. The generic HR customer feedback surveys are a great tool to address a much wider range of topics and can produce a highly valuable feedback data. Usually businesses use the general employee feedback surveys to understand the employee experience and satisfaction along with their career development and growth opportunities.

Businesses also use general employee feedback surveys to understand the effectiveness and impact of their different programs and efforts on employees, such as training, organizational culture, reward programs, and various other aspects that might not be covered efficiently in the regular forms of the HR customer feedback. The HR department is also interested in understanding the employee’s perception about the workplace and what can be done to improve employee satisfaction which will help reducing the employee turnover.

General Employee Feedback Surveys

HR Customer Feedback: Onboarding/Off-boarding Interviews

The onboarding and the off-boarding/exit interviews can provide a great insight to various important aspects of both processes and the employee lifecycle. The onboarding interviews are a standard hiring practice, but they can be done for multiple time at different stages, including one interview after some time of the joining. The onboarding interviews are used to improve the hiring process to make sure you will attract the right candidates. Furthermore the interviews that are conducted after joining will help HR to understand the employee expectations and their experience.

The onboarding interviews and surveys also offers the same benefits as one-on-one performance reviews that is why they are very important. The HR customer feedback system help HR leaders and management to get the maximum out of both onboarding and off-boarding interviews. The off-boarding or exit interviews are part of a standard off-boarding process. These interviews and feedbacks help HR understand the employee satisfaction and retention related aspects. Both onboarding and off-boarding interviews are a great source of valuable HR customer feedback data.

Onboarding/Off-boarding Interviews

Conclusion

The HR department has very important and critical tasks, it the HR department that make sure that the business will have the needed talent and skilled workforce to pursue their goals with optimum efficiency. No matter how high-tech or advanced production unit you build, or how sophisticated IT infrastructure of business tools you implement, it is eventually the employees who will be using them. That is why it is important to nurture them and provide them a healthy environment and a collaborative organizational culture which help you achieve your goals and vision.

For the HR department the employees are the customers, and the HR collects various different types of customer feedbacks in order to acquire a better and deeper insight to employee’s minds. When an organization develop its workforce, they proactively address the concerns and problems of their employees, and they take quick actions to make improvements and adjustments, only then the higher performance and operational efficiency can be achieved.

In this blog we have discussed the five most effective and impactful HR customer feedback types which will help our audience to understand the subject. If you want to learn more about the subject or if you want our help to design a high-quality, cost-effective and tailor-made HR customer feedback system for your business, please 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 Customer Feedback System | Tagged Customer feedback examples, Employee feedback on HR department, How to collect anonymous employee feedback, How to give feedback to employees, Innovative ways to get employee feedback | Leave a comment

The Impact of Self-Service Kiosk on Customer Behavior

Posted on January 23, 2023 by admin

The Impact of Self-Service Kiosk on Customer Behavior

The self-service technologies have completely changing the markets and have huge impact on customer behavior and their expectations from the business. The interactive self-service kiosks have started as an ATM machines, initially used by the banks alone. Later on different industries realized their potential, the technology got cheaper and widely available and in present days, all world-class manufacturers are investing heavily in research and development for improving interactive self-service technologies.

This is the reason today we are seeing self-service interactive kiosks everywhere, whether it is a utility bill payment kiosk at the front of a grocery store or at your building’s entrance or whether it is a self-boarding interactive self-service kiosk, from very basic to most complex and crucial services are being offered through these interactive self-service kiosks. Here in Dubai and all around the UAE the competition is usually higher, the markets are very dynamic and the customers are tech-savvy. This require businesses to emphasize on digital experience and all customer facing channels.

The interactive self-service kiosks in particular are designed to improve customer experience and journey that is why it is important to understand how these system works and how the customer behavior got changed by these kiosks.

The Impact of Self-Service Kiosk on Customer Behavior

The benefits of implementing self-service solutions and interactive self-service kiosk has become apparent and businesses are investing heavily in self-service solutions, especially in interactive self-service kiosk. You can visit any government or public office and without waiting in long queues you can avail the service through the self-service kiosk. You can go to a restaurant and place an order from the interactive self-service kiosk which provide full details about all the menu and promotional items and also freedom to take your time in placing your order. On top of that you can also make payments using multiple payment methods. Similarly the interactive self-service kiosks are making lives easier for the customers and businesses in many other industries such as education, healthcare, HR, Hospitality, retail and many more.

The businesses and organizations use self-service kiosk to improve their efficiency and to tap into unexplored markets. Usually opening up a new branch or service center is a very lengthy and expensive process, instead one or two interactive self-service kiosks will allow you to reach out to the targeted audience without breaking your accounts. These are a few reasons why the interactive self-service kiosk are gaining so much popularity. In this blog we will discuss how an interactive self-service kiosk is impacting on customer behaviors and what businesses need to know to make sure they align themselves with their customers’ demands, needs, and expectations.

Customer are Preferring Self-Service Kiosks Instead of Regular Service Counters

There has been several studies all around the world which have revealed that the customers are preferring interactive self-service kiosks instead of traditional service counters. Especially the people ranging in the age group of 18 to 35 are more likely to go for an interactive self-service kiosk instead of the service counter. There is a reason why this age group is more inclined towards self-service kiosks, that is because of this age group is much more familiar with technology than older generations. Especially the Gen Z. these people are born in an environment and culture where the technology revolution have started and taken over everything.

Now a days here in UAE almost 99% of the population is connected with the internet and almost the same percentage of population owns mobile phones. The average time spend on the mobile phones and internet is almost 7 to 8 hours daily, out of which 3 to 4 hours are spent on entertainment, communication and social media platforms. The interactive self-service kiosks also comes with a large flashy touch screen which looks very familiar with the modern smartphones, people feel comfortable doing a task on the touch screens because it is convenient, super-easy, and quick. Furthermore the self-service kiosks provide more comprehensive information and offer more freedom of choice which also attract people to go for the interactive self-service kiosks.

Customer are Preferring Self-Service Kiosks Instead of Regular Service Counters

Customer are Purchasing More from Self-Service Kiosks

The small businesses, retail stores, restaurants, fast food outlets and many others like these invest a lot of efforts in boosting their upselling. For that they train their staff and design the cash counters in a way that it can attract more customers to offers, promotions, discounts, etc. which help them boost their upselling and increase average order value/size. That is such a great strategy however, most of the time especially during the busy hours, the cashiers and sale staff tend to pay less attention toward pitching new products or add-ons to the customers, sometime staff can also forget about it at all and so on. However an interactive self-service kiosk never forget nor stopped showing promotional content, and items during the customer journey to encourage them to buy more.

Furthermore the market studies have also revealed that when customers use an interactive self-service kiosk the average order value rises. This is due to the ability of the self-service kiosk system to offer personalized experience to the customers, it can also offer products and promotions that are relevant to the customer’s current selection or past order history. It can also push best-selling or top-rated products during the purchase process which increase the chances of conversion and it can also offer products based on the demographics of the customers which also help increasing the order volume. The self-service interactive kiosk offers an intuitive UI (user interface) and the purchase processes consists of different steps, the self-service kiosk can push different products on different stages along with features to explore more add-ons and such products while the customer remains at what they are doing.

All such features help increasing the average order volume and boost your upselling. That is the reason customers tend to order relatively bigger on the self-service kiosk.

Customer are Purchasing More from Self-Service Kiosks

Customers Feel More Freedom and Less Social Pressure when Purchasing from a Self-Service Kiosk

Studies have shown that a majority of people are somewhat introvert, and most of the time even if they are not introvert they tend to avoid unnecessary social interactions. In fact in the banking sector a huge percentage of customers are one who prefer to solve their problem by themselves or by digital channels rather going straight away to a customer center or bank branch. This behavior is very common among service sector. Especially when customers are in a queuing situation they tend to feel more pressure. In such scenarios, even if only one or two customers are behind, the customers tend to try to conclude everything quickly to make way for the next customer. This can prevent them from asking several things or making enquiries about products or services, which obviously results in less sales.

People tend to spend less time on the counter conversing with the cashier or service agents, however, when a business or organization offer them interactive self-service kiosks they don’t feel any such pressure. They can spend as much time they want in exploring more products on interactive touch screen kiosks. They don’t worry about any hesitation of conversing with the staff or any such thing. This is also another reason of higher average order volume/size via the interactive self-service kiosk. Furthermore the on an average a customer is hesitant in initiating upsell, but in case of interactive self-service kiosk they have full freedom and convenience to search for products, do comparisons or consider on-screen suggestions, etc. which help increasing the upselling and also generate more revenue for the business.

Customers Feel More Freedom and Less Social Pressure when Purchasing from a Self-Service Kiosk

Customers are Accessing Services More Frequently via Self-Service Kiosk than Service Center

Another very impactful change in customer behavior is that they are preferring to access and avail services more frequently from self-service kiosks than comparing to a traditional service center. Let say if on an average a customer is visiting the service center once or twice in a month, then the might be visiting the interactive self-service kiosk four to six time a month. This frequent interaction help engaging customers and nurturing their relationship with the business. Think of an ATM, if each time when we need to withdraw money we will have to visit a bank branch, we will have to sit in waiting areas, we have to sign checks and everything, we will prefer to do it once or twice a month to prevent all this effort.

However, as we are using the ATM machines to withdraw money, we don’t give it a second thought, we just approach the nearest ATM and withdraw money, no matter if we do that 4 times a month or 10 times a month, it is extremely convenient and require much less effort and time. The same trend has been witnessed in almost all service based industries. The interactive self-service kiosks also offer another excellent feature which is the 24/7 availability, which also contributes to this trend. If a customer has to visit a bank branch or a service center or a store, they will have to reach there within their working hours, then there would be weekends too.

So the customers will have to plan a visit first, they might have to leave office early or they might have to take half day off in order to visit the business. However, with the interactive self-service kiosk they can avail and access the services anytime they want, even at the weekends too. High availability, easy access and convenience are admired by the customers and that is why they visit interactive self-service kiosk more often than a traditional service counter.

Customers are Accessing Services More Frequently via Self-Service Kiosk than Service Center

Customer Happiness and Satisfaction is Higher at Interactive Self-Service Kiosk

In the modern day and age the customer experience have become the top priority of businesses. Different industries in Dubai and all around the UAE are already transitioning from a sales-oriented to a customer-centric business model. This is due to the fact that customers give more importance to experience, in fact according to several international studies, the customers puts experience equal to quality of the products/services. The customer happiness and satisfaction is directly linked to their experience, a bad experience will cause unhappiness and eventually the customers will leave you, a good experience will bring them closer to your brand and help you nurture the relationship to convert happy customers into loyal customers. The customer loyalty is considered to be the foundation of the growth and success.

See Also: What is HRMS Self Service Kiosk?

An interactive self-service kiosk offers many features which help businesses enhance customer experience and increase their happiness and satisfaction. The long waiting time is one of the major cause of customer unhappiness. The self-service kiosk offers quick and easy access to services for 24/7 without any waiting queue hence the customers can access the services anytime they want. The customers can access a wealth of information by just a tap on the touch screen, which is very helpful. The interactive self-service kiosks offer excellent personalized customer experience which led to satisfactory interaction. The customers can have more freedom, control and error free transaction which increase their happiness and satisfaction.

Customer Happiness and Satisfaction is Higher at Interactive Self-Service Kiosk

Conclusion

The self-service technologies have improved significantly since their inception, moreover the self-service solutions are win-win situation for both the customers and the businesses. The businesses can expand very quickly by deploying interactive self-service kiosks instead of opening up new branches, regional offices and service centers. That is why businesses quickly adopted to self-service solutions. Earlier the self-service kiosks was used to offer basic services but with the technological advances and easy availability, the modern interactive self-service kiosks can offer highly complex services which could involve document scanning, customer authentication, verifications, payments and much more.

Here in Dubai and all around the UAE the interactive self-service kiosks are very common, everyone knows the humble utility bill payment kiosks enabling us to pay our bills at the last moment, and a bit more sophisticated self-service kiosks such as at immigration or government offices, where highly sensitive and crucial work is done. This is due to the convenience and simplicity that is inherited in self-service solutions. Above all the population of the country is also very well-versed with the modern technologies and generally people are very comfortable with the digital interaction. The deeper penetration of technology in our daily lives and the rise of interactive self-service kiosk not only offers convenience but it also started impacting customer behavior.

In this blog we have covered important behavioral changes that occurred over the past few years due to the interactive self-service kiosks. If you want to learn more or if you want our help to build a highly effective tailor-made interactive self-service kiosk solution for your business, please 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 advantages and disadvantages of self-service kiosk, Benefits of self-ordering kiosk, Disadvantages of self-service technology | Leave a comment

How to Collect Feedback using Customer Feedback Tool

Posted on January 20, 2023 by admin

How to Collect Feedback using Customer Feedback Tool

Businesses in Dubai and all around the UAE are proactively managing their customer feedback drives. As the customer feedback data is considered to be one of the top driver of growth in 2023. There are strong reasons to consider customer feedback data as a primary driver for growth, it is majorly because the entire world is transitioning from sales oriented to customer oriented business models. Due to deep penetration of the internet and smartphone technologies, the information are available on a few clicks to everyone and even in their native language. The availability of information and exposure to global markets have completely transformed the customer behavior in all countries and regions.

Therefore businesses need a comprehensive customer feedback system to collect highly accurate and targeted feedback data to understand and analyze ongoing changes. The UAE is already one of the most modern and technologically advanced country in the world. The internet penetration in the country is 99% and almost similar population also uses mobile phones and other means to surf the internet. This is what provide your customers with more exposure about the products, services and competition in the market. Hence the customer demands and desires raised so much so that each year since past decade shows a rising trend in customer demands, needs and expectations.

This is what compelling businesses all around the world to shift their focus from sales oriented business practices to customer oriented business models. When we say customer oriented business model it simply means where your policy decisions and major strategies are heavily influenced by the customers’ needs, demands, desires and expectations.

How to Collect Feedback using Customer Feedback Tool

Why Feedback is So Important & Why a Business Needs a Customer Feedback Tool?

When your customers are your top priority the guess work or your intuition is not enough. It is not the question of your experience and capabilities to understand the market and customers, but in fact it is all about the market trend and customer behavior which is subjected to change very rapidly. That is why it is extremely important to understand customers’ needs, expectations and demands from their perspective. Businesses implement several solutions, technologies, IT infrastructure, adopt to modern manufacturing or product development practices, hire talented staff and much more, even then they are unable to achieve their high-level organizational goals and objectives.

This is because they are not considering the most important aspect which is the customer opinion. No matter how much you have invested, the only way to evaluate your efforts and investments in architecture, infrastructure or staff is to ask your customers directly of what do they think about it, whether they liked it or not, what they are expecting from your, what do they need, what are their problems and what they like/dislike about your products and services, etc.

A customer feedback tool is a software based solution which collects customer feedback from multiple channels and converge it to allow management to analyze the data from various sources. The customer feedback tool provide a structured framework to execute your feedback data collection campaigns and produce highly well-organized results and data which can be easily integrated in the decision making and strategy building processes to maximize the impact of the feedback campaign. Which is impossible with traditional manual feedback form methods or other outdated practices.

Why Feedback is So Important & Why a Business Needs a Customer Feedback Tool?

How to Collect Customer Feedback with a Customer Feedback Tool

The customer feedback tool is a software application, usually it is hosted on a server and works in both online and offline channels. Furthermore the businesses can integrate several channels to push the surveys and feedback forms to the customers such as Email, SMS, WhatsApp, Social Media, Websites, Online Links, QR Codes, Mobile Applications, Customer Portals, Idea Boards, Interactive Self-Service Kiosks, Tablets and Touch Screens, Digital Signage, etc. In this blog we will discuss how a business can easily collect customer feedback data with better quality using a customer feedback tool.

Collect Customer Feedback Data Regularly

The traditional customer feedback collection is manual, take a lot of resources and time and then it is another huge task to digitalize the feedback data to be able to perform different analysis on it. However, with the customer feedback tool all the data is in digital format, the customer feedback tool offers in-built analytical and reporting tools which help managers to process large quantities of data within seconds.

The customer feedback tool also allow managers to configure different customer feedback campaigns and collect feedback data on regular bases. It is easier to design and manage different types of customer feedback surveys with the customer feedback tool such as:

NPS Survey: The NPS Survey or Net Promoter Score is one of the most common type of customer feedback which is used to measure the customer loyalty. Setting up NPS Score survey is quick, the data collection and analysis is fully automatic and the managers can easily schedule these campaigns on different channels.
CSAT Survey: The CSAT Survey or Customer Satisfaction Surveys are used to measure the customer satisfaction. These surveys can be used at different stages of customer journey to measure their overall satisfaction with your products, services, employees or experience. The data collection and basic analysis are fully automatic which can save a lot of time and efforts.
CES Survey: The CES Survey or Customer Effort Score surveys are used to evaluate the customer journey and different internal processes. The customer effort score is a great tool to improve various internal processes, touch points and customer journey. It offer likert scales, happiness meter, rating gauge and other useful options to collect high-quality data.
General Feedback:The customer feedback tool allow managers to create generic feedback forms and short/long surveys. There is a variety of different question types that can be added such as conditional logic, language selection, multiple choice, rating scales, happiness meter, likert-scale and many more which makes it easier to setup any type of survey.

Furthermore the customer feedback tool also allow the managers to schedule different campaigns. They can also push different surveys on different connected channels for example, the NPS score survey can be pushed through website prompts, mobile apps, etc. and the customer satisfaction survey can be conducted via the touchscreens or tablet within the business premises and so on.

Furthermore the managers can also schedule customer engagement surveys, product development surveys, transactional surveys, and much more via the customer feedback tool. This ability to quickly setup a survey and launch a feedback campaign in minutes can save a lot of time, efforts, and resources and obviously cost also which is why the customer feedback tool is the best solution for customer feedback management.

Collect Customer Feedback Data Regularly

Collect High-Quality Product Development Feedback Data

The product development is essential and most crucial business function. Every business want to increase the sale of their products and services. For that they should develop products which are aligned with the customer needs and market trends. The product development is not a one-time process, in fact it is a continuous process. The businesses should continuously improve their products and services if they want to stay relevant in the market. Especially in Dubai or anywhere in the UAE where the market changes very quickly. The customer demands and expectations are very high and keep growing. The competition is tough and the innovation is considered to be the foundation of a modern business.

The product development process become much more important and complex also. The businesses spend huge revenue on market research, prototyping, testing and developing new products and services. Most of the time they failed to adequately integrate the voice of their customers in the process. That is why it is crucial to have a highly structured and well-managed customer feedback campaign for the product development processes which will help businesses continuously evaluate their existing offerings and also keep an eye on market trends and ever-growing customer demands and expectations to get ideas for the new product development.

The customer feedback tool help you quickly and continuously collect the product development feedback and analyze it with in-built intelligent analysis tools. The customer feedback tool also help sharing important information with the stakeholders and relevant departments in a fully or semi-automated way which further improve the impact and usefulness of the product development feedback data.

Collect High-Quality Product Development Feedback Data

Collect High-Quality Customer Service Feedback Data

The customer service is a critical component of any success strategy. Businesses must have to offer an excellent customer service, because the customer service impact the customer experience and bad or poor customer experience will cost you valuable customers and it is also one of the main reason of high customer churn rate. It is crucial to keep your customer service aligned with your customers’ needs, desires and expectations. Several worldwide studies have revealed that the customers put experience equally important as quality, most of the customer are willing to pay extra if they are provided with extra care and good service. That is what make customer service so important.

Especially in a marketplace such as Dubai or all across UAE where the customer shave tons of options available they will never hesitate to switch if the service is bad or even mediocre. The first thing to improve your customer service is to understand what your customers need, what you are offering them right now and where your customer service is lacking. In order to evaluate your customer facing employees, media channels, and the actual quality of the service you are offering the customer feedback is the right tool. The customer feedback data for the customer service will provide you an in-depth insight to your customer service and everything related to it.

Businesses can easily collect customer feedback data using a customer feedback tool which provide instant feedback at service counters via touch screens or tablets, or via an interactive self-service kiosk at the entrances/exits, etc. or via email/SMS after the service. The customer feedback tool also provides highly structured, organized and good quality data with ability to analyze it with in-built tools and to export and share conclusive reports with the stakeholders instantly which help businesses to get full benefits of the customer service feedback data.

Collect High-Quality Customer Service Feedback Data

Quickly Create and Share Long-Form Based Surveys with a Large Audience

Traditionally the customer feedback is collected via small surveys with less than 10 questions. The popular customer feedback methods have very less questions such as the NPS score usually have 1 question with a follow up open-ended questions, the CSAT score usually have 1 or 2 questions, the CES surveys have only a few (up to 5) questions, and generic surveys usually have less than 10 questions. These surveys are a great tool to collect valuable customer feedback data from a larger audience and on continuous bases. However, businesses do need long-form based surveys which could have up to 50 questions in it.

Usually the long-form based surveys are designed to collect more in-depth insight and comprehensive details which can be highly subjective or focused on one particular aspect, or can cover multiple related matters. There are two categories of long-form surveys, the first one are used to target a large audience such as your existing customers or for your email list. The second category is even larger questionnaires which is designed for power-customers, focused groups, industry experts, or such audience.

The number of time spend on these questions is not linear, it depends on the overall length of the questionnaire and the complexity of the questions also matters. However, there is a general pattern, longer the questionnaire is the time spend on each question is less. The customer feedback tool will allow you to categorize your audience automatically or manually and help you prepare separate audience groups.

This feature help the management to quickly share the surveys with thousands of users via a few clicks. Furthermore there are several other analytical reporting which help you understand the behavior of the users and will help you to improve the quality of your questionnaires in future. And all these benefits are impossible with the manual customer feedback collection methods.

Easily Collect Customer Feedback Data from Multiple Channels

Another great feature of a customer feedback tool is that it help businesses reach out to their targeted audience by utilizing multiple different and most convenient channels. Here in Dubai and all around the UAE people tend to use different digital communication channels and social media. A strong online presence require a business to tap into a multitude of different digital channels in order to engage with their entire targeted audience. Mostly different audience group prefers different digital channel for example, some of your customers are more responsive in social media and some are not, some might be quicker to respond via WhatsApp and some might prefer a direct call, etc.

This is why in order to engage your entire targeted audience a business needs to integrate a multitude of digital channels. Same is applicable for the customer feedback surveys. A good customer experience manager will always make a customer feedback management strategy which utilizes different digital and communication channels. Sometimes you can simply share different surveys on different channels but sometimes you will have to share the same survey to your entire audience. This is when the collection of feedback data and performing analysis on it and preparing actionable reports can become very challenging.

However, a customer feedback tool will help you to integrate all channels within the system. For example you are seeking to conduct a NPS score survey, with the help of a customer feedback tool you can push it to your social media, WhatsApp, Email, SMS, website, mobile apps, customer portals, and each and every channel that you might be using to communicate to your customers. The data collected from all of the channels will be automatically stored in a unified repository which makes reporting and analysis very simple. And all this can be done with a few clicks at your customer feedback tool’s dashboard.

Easily Collect Customer Feedback Data from Multiple Channels

Utilize Fully Automatic Customer Feedback Collection Features

The digitalization drives the automation and the automation brings efficiency and convenience. The customer feedback data collection was not an easy task, thanks to the digital customer feedback tools businesses can not only cut the cost of the campaign by implementing a customer feedback management system but they can also greatly improve the quality of the data. The digital customer feedback tool also help businesses utilizing the customer feedback and integrating it in their internal processes. The automation is something that is always admired by the businesses, think of a call center who always call a customer after they make a purchase to ask them about their experience and then manually collect their feedback.

How much will it cost you? Now think of a customer feedback tool which you have acquired once and if it is a customized tool then there would be no subscription cost or reoccurring fees, etc. Which one do you think would be more cost efficient? Obviously it is the customer feedback tool. The customer feedback tool have ability to collect customer feedback fully autonomously. For example the transaction surveys are considered to be most important for improving your service quality and customer experience. Every time a customer made a purchase the customer feedback tool will automatically send them a survey via Email, SMS, WhatsApp, In-App Notification, or any other channel.

Whenever a customer will contact your customer service center and their complaint is resolved, the system will automatically send them a satisfaction survey to learn their opinion about their experience. The NPS surveys, the customer engagement surveys, and many other can be configured to be send to your customers automatically according to the pre-set riggers. Such features significantly improve the feedback quality and help businesses increase customer engagement and also very helpful in closing the feedback loop.

Utilize Fully Automatic Customer Feedback Collection Features

How Customer Feedback Tool Helps Analyzing the Customer Feedback Data

Collecting customer feedback is just one part of the process. The customer feedback management process is a very complex and lengthy process. There is no point in collecting tons of feedback data if you can’t utilize it to make improvements. That is when the data analysis and reporting comes in to play. The customer feedback tool is a digital tool, it collects the customer feedback data in digital formats, which makes analysis easy and quick. Furthermore the customer feedback tool also provide in-built data analytical and processing tools, which help managers quickly prepare customized reports and draw conclusions which could have taken months with the manual feedback data collection and processing methods.

Moreover the customer feedback tool also help businesses to set alerts and notifications to quickly respond to problems occurring at your service center, for example, let us suppose in one of your service center the customer satisfaction survey is going on, if the negative or unhappy feedback exceeds the 20% the branch manager, the head-office or any other relevant person should be informed via email, dashboard alert or even via SMS to let them take quick actions to fix the problem. Furthermore the customer feedback tool also help automatically sharing the feedback data and information with the relevant teams, managers, and concerned persons.

All these features are very helpful in improving the effectiveness and impact of the customer feedback management process. Here are a few important advantages of using a customer feedback tool to collect and process customer feedback data:

Identify Loyal Customers and Potential Churners: Identifying loyal customers is crucial to nurture them to make sure they remain loyal. Similarly identifying the possible churners will help you get in touch with them to further learn about their concerns and problems.
Improve Customer Relationship: The customers who shared neutral or negative feedback can be turn into happy and satisfied customers, if you identify them and follow up with them to understand about their problems and then with a little bit or nurturing you can make them loyal.
Focus Your Attentions Where Needed: All businesses have different customer segments or groups which they target differently, collecting and analyzing the feedback from different audience groups will help you understanding which customer segment need more attentions.
Improve Products and Fix Defects/Bugs: The customer feedback will help you identifying the features your customers appreciate and the features they don’t like, the customer feedback can also be used to identify defects or bugs in your products and system which can be a great help.
Align Product Development with Customers: The product development customer feedback surveys are specifically designed to understand customers’ needs, expectations, desires, demands, and market trends which can greatly help aligning your product development process with your customers and targeted audience to maximize the product success.
Understand and Improve Customer Journey: The customer journey is designed to quickly and conveniently deliver to the customers what they need form you. The customer feedback data will help you identify the problems and weaknesses of customer journey.
Improve Communication and Marketing: The marketing is all about communicating the right message in the right tone. The customer feedback data will help you evaluating and improving your communication which help increasing conversions and strengthen your relationship with your customers.
Increase Customer Loyalty: The loyal customers are the foundation of the success. They advocate for your brand and do repeated business which is good for higher profitability. The customer feedback data will help you identifying the loyal customer base and rewarding them or pleasing them with exclusive offerings to increase their loyalty.
Increase Customer Engagements: The customer feedback data will help you understand your customers and their needs, you can easily align your communication, content, features and other aspects of the customer journey to maximize the customer engagements.
Minimize the Customer Churn: The customer feedback data will help you identifying the problems and obstacles in the customer journey which will help you identifying and rectifying the causes of customer churn to convert a potential churner into a sale.

The customer feedback is a great tool to align your entire business or organization with your customers’ needs, desires, and expectations. It help you identifying your strengths and weaknesses and it help you acquiring great insight about your customer facing resources and practices. You can also use customer feedback to analyze your internal processes and to evaluate your employees. It is a great tool to maximize the efficiency, progress, productivity and profitability of a business.

See Also: 5 Types of Customer Feedback

How Customer Feedback Tool Helps Analyzing the Customer Feedback Data

Conclusion

Businesses in Dubai and all around the UAE are well aware of the fact that customer feedback is important, however, most of the time businesses either don’t know how to collect customer feedback and what to do with it. The customer feedback management involves multiple steps, such as selection of audience, preparing the questionnaire or customer feedback survey form, collecting, processing and analyzing the customer feedback data, then segmenting your customers and audience groups accordingly. The later part is to take appropriate actions in light of the conclusions drawn from the customer feedback and then informing your customers about what has been done in the light of their feedback. This is called the basic customer feedback loop.

However, these all parts are not as that simple, with the manual customer feedback collection methods the customer feedback data collection is difficult and very time and resource intensive. Furthermore processing the data requires a lot of resources and time and then analyzing it and drawing conclusions or preparing reports is another task. This is what makes customer feedback more difficult task hence businesses who follow manual practices tend to collect feedback very less often. In the modern fast-paced marketplaces such as Dubai or anywhere else in UAE the manual customer feedback methods are proven to be outdated and very less effective.

That is why businesses have started adopting to more modern and technology based digital customer feedback tools. The customer feedback tool is a digital solution majorly based on the software application which is hosted on a server or online cloud space, this allow the customer feedback tool to integrate several digital and electronic medium and channels to collect customer feedback. The customer feedback tool not only solve all the problems that businesses were facing with the traditional manual feedback collection methods but it significantly improve the customer feedback management process. It is crucial for a business to integrate multiple channels and reach out to the customers in a way which is most convenient for them. This will increase the feedback data quality and also the response rate.

However, when we collect customer feedback from multiple channels the data processing and analysis can become more sophisticated. A good customer feedback tool has ability to collect customer feedback data form multiple channels and converge it is a unified data repository which makes analysis and report generation more simple. The customer feedback tool also provide in-built data analysis tools and sharing mechanisms. Furthermore the digitalization of the process also brings a lot of automation which help businesses conduct feedback campaign more frequently, in fact on regular bases without putting much efforts in it. The customer feedback tools also provide intuitive administrative interfaces which makes it easier for the managers to design all sorts and kinds of surveys and schedule automated or semi-autonomous campaigns.

RSI Concepts is a leading customer feedback tool development company in Dubai, UAE. We provide our customers with highly effective and cost-efficient bespoke customer feedback management systems which perfectly fit their requirements and support their feedback collection processes. With a customized feedback tool a business can easily enable two or three people to perform the tasks of a large team. In this blog we have listed several methods of collecting customer feedback data with a customer feedback tool. If you want to learn more about the subject of if you want our help to develop a tailor-made customer feedback tool for your need, please 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 Customer Feedback Tool | Tagged best customer feedback tools, Creative feedback tools, Creative ways to collect feedback, customer feedback collection tools, Methods of obtaining customer feedback | Leave a comment

Custom HR Customer Feedback Tool for Businesses in Dubai

Posted on January 12, 2023 by admin

Custom HR Customer Feedback Tool for Businesses in Dubai

Business in Dubai and all around the UAE are eager to improve their internal performance and processes. The optimization of the internal and external resources is a key component in any success strategy. Every business wants to maximize the outcome of their limited inputs. No matter what industry you operates in or what is your size or business model, one thing that is common among all business is to achieve their long term goals which are always anchored with the growth and profitability. All across UAE the markets are growing rapidly, which is not only offering more opportunities but also raising the competition.

High competition always lead to risen customer demands and higher market standards. In such scenarios if a business wants to grow then they must have to offer something which no one else is offering. Every business no matter what size it is, always have limited resources, hence they will have to utilize these resources intelligently in order to achieve their goals. A high-performing team of just 5 people could outperform an average or low performing team of 20 people. This is what makes performance management extremely important for a business’ success.

Custom HR Customer Feedback Tool for Businesses in Dubai

What is Performance Management and HR Customer Feedback?

The performance management is a process of aligning the employee’s objectives, goals, skills, competencies, development, and outcome with the high-level organizational goals and objectives. The performance management help businesses align their all available resources with their high-level and most important goals and strategic objectives which help businesses to maximize the outcome and positive impact of the employees.

With an active performance management businesses can easily minimize the waste from their internal and external processes which help them generate high-quality outcome. Basically the performance management ensures maximum outcome with the minimum inputs or with the limited inputs it has capability to maximize the outcome. The performance management processes are essential for a business to optimize its resources and to minimize its expenses which results in higher profitability.

What is Performance Management and HR Customer Feedback?

The performance management is not only about producing higher outcome with limited resources but it is basically a process to gradually improve the skills, capabilities and productivity of the employees which eventually results in higher performance and help businesses achieve their goals and objectives. This may sound simple but it is a very complex, sophisticated and lengthy process. In order to amplify the performance of your employee you need to nurture them, improve their abilities, raise their morale and gain their loyalty. A satisfied and loyal employee tends to perform much better than an unhappy or unsatisfied employee.

That is why the employee satisfaction is a fundamental goal of any performance management strategy. Businesses do many things to simplify employees’ work, to support them with their career, to encourage them and to build a good relationship with them. In fact these all activities are part of the performance management process. However, one of the most important and crucial part of performance management system is the HR customer feedback tool. In this blog we will discuss how a custom HR customer feedback tool can be helpful in improving your performance management process.

What is Performance Management and HR Customer Feedback?

What is Custom HR Customer Feedback Tool?

The HR Customer Feedback Tool is a software platform which is used to give and take feedback from the employees. Unlike any other traditional business tool or software the custom HR customer feedback tool is slightly different, as it is deeply integrated with the central information center of the organization and employee database. Usually the HR is responsible for managing the platform but the gathered data is shared with higher management, relevant employees and field managers, supervisors, department heads, team leads, stakeholders and other relevant personals who need the data.

The word custom in Custom HR Customer Feedback Tool is of great importance. There are two major categories of software development, one is called COTS or commercial off-the-shelf software solution and the other is custom software development solutions. The COTS are ready-made tools and apps that a business acquires, however, the custom software development is a more effective approach and it allow businesses to have a tailor-made software and application which fully meet their needs which is not possible in case of COTS. That is why we are discussing only custom HR customer feedback tools.

What is Custom HR Customer Feedback Tool?

How to Develop a Custom HR Customer Feedback Tool for Businesses in Dubai?

The custom HR customer feedback tool is developed following the same procedure as for any other software application. The processes begins with the discovery phase, where the needs of the HR department or any other stakeholder are gathered and then a charter of the scope of software is formed. Usually business outsource such development tasks and acquire services of a professional custom software development agency in Dubai, such as RSI Concepts. However, here is a short step by step guide which will help you execute the project:

Requirement Gathering:This is an important phase, it involves understanding the requirements for your HR customer feedback tool. Businesses usually appoint a project manager who leads all the development activities from start till the delivery. It is their responsibility to have discussions, meetings, and gather the requirements from all relevant persons and teams.
Selection of a Custom Software Development Agency/Team:The next step is to choose the team who will be developing the custom HR customer feedback tool. If you have sufficient skilled staff you can form up an internal team else you can search for an agency or outsourcing partner who will going to develop the custom software for you. [You can visit or previous blog ‘How to Choose the Right Software Development Vendor for Your Business’ for more information.]
Format the Scope of the Work Document:Once you decided your custom software development team or an outsourcing vendor. The next step is to formulate a final scope of work charter for your custom HR customer feedback tool. It is better to acquire a profession software development vendor as they will have relevant experience and could help you further improve your custom HR customer feedback tool.
Start with Wireframe and UI Design: Any software development starts with the wireframe and UI (user interface) designs. The wireframe is basically a blueprint of the entire software application, pay more attention to it. The UI will be the actual design of your custom HR customer feedback tool so make sure it is intuitive and user-friendly. You can share the design with other stakeholders to get their suggestions and opinion at this stage to make it more user-friendly.
Programming and Development: This is the stage when the software programming team will write the source code for your custom HR customer feedback tool. At this stage all algorithms are written all logics and word-flows are defined and mostly the integrations that are required with other systems, third-party tools, central information system and required databases are also done at this stage. The outcome of this stage will be the complete and final product.
Testing & Launch: The testing and launch could be treated as separate stages, because the testing is done first. The testing includes, both technical and UAT testing. The technical includes, testing functionalities, software behavior and responses and the User Acceptance Test. Then the software went to launch stages. The launch includes a beta launch followed up by full launch.

The custom HR customer feedback tool is also like any other customized software development project. Usually the standard processes, protocols and practices are followed for timely execution and better product quality. You can visit our previous blog ‘How to Develop a Custom Software in Dubai?’ to learn more about the custom software development process.

How to Develop a Custom HR Customer Feedback Tool for Businesses in Dubai?

Key Components of Custom HR Customer Feedback Tool for Business in Dubai

Your custom HR customer feedback tool is completely different from a traditional customer feedback management software. Traditional customer feedback management tools are designed to acquire feedback from the customers and targeted audience hence serve a completely different purpose. However, your custom HR customer feedback tool is a robust employee feedback and performance management platform it is designed to serve an entirely different purpose. Hence it needs some specialized components which can help businesses to achieve their goals. Here are the key components of a custom HR customer feedback tool:

Employee Feedback Forms and Surveys

The employee feedback forms and surveys are the backbone of any HR customer feedback tool. Basically the employee feedback data is crucial for internal performance management process therefore the HR customer feedback tools are specifically designed to encourage and feedback culture by simplifying the feedback process and making it more accessible for everyone. Your custom HR customer feedback tool is designed to offer features which help your HR or senior management to easily execute various employee feedback campaigns.

These features help the HR to customize different surveys for different employees or employee groups. The employee surveys can be shared on the bases of a pre-set criteria which is very helpful in reducing the workload of the managers and automates the survey requests. The HR can utile the employee feedback forms and surveys feature to collect feedback data according to pre-set protocols for the entire employee lifecycle, such as:

Employee Feedback Surveys for the Newly Hired Employees
Employee Engagement Surveys on Annual, Biannual or Quarterly bases
Employee Journey Surveys or Employee Lifecycle Surveys
Quick or Real-time Surveys based on a Pre-set Trigger or Event
Customized Onboarding Surveys for Different Employee Groups

The employee feedback surveys are a great tool to understand employee’s problems, their desires and expectations from the business. This feedback data greatly help in performance management process and also help management to improve employees’ skills and capabilities over the time along with various internal processes.

Employee Feedback Forms and Surveys

One-on-One Meetings

The one-on-one meetings are an essential tool for performance management. It help increasing employee engagements, build trust and strengthen their relationship with the managers. It help collecting a valuable feedback data along with adding context to those feedbacks which significantly raise the quality of the feedback data. It help organizing the data and the activities related to one-on-one meetings and also help both parties to be ready and prepared for these sessions which definitely improve the impact and outcome of these sessions.

The one-on-one meetings tools in your custom HR customer feedback system will help you organize the feedback data, track and document the discussions and feedback which is very helpful in decision making processes and taking quick actions to help maximizing the performance. The exclusive one-on-one meeting tool will help managers to compile all the data, previous conversations, notes and any other important piece of information in one pace which makes it easier for them to incorporate those sessions in their final decision or action without missing out any detail.

It further help both parties to work on the meeting agenda beforehand and prepare and educate themselves to make the meeting more effective and fruitful. The feedback tools will help both managers and employees to make their discussion more fruitful and discuss all the talk points and important actions. The one-on-one meeting tools are essential for a custom HR customer feedback tool.

One-on-One Meetings

360 Degree Feedback Reviews Management

The 360 Degree feedback is basically an employee review process. The 360 Degree feedback is not limited to feedback from managers to employees, in fact it includes feedback from various other relevant personals and stakeholders such as peers, team leads, team members, cross-departmental reviews, feedback from senior management or stakeholders and even from external sources such as customers and/or suppliers, etc. The biggest advantage of 360 Degree feedback reviews is that it doesn’t rely only on one source in fact it could take feedback from multiple sources, usually businesses include 6 to 8 sources but it depends on the internal structure, employee role/position and various other factors.

The 360 Degree feedback is considered to be the foundation of the employee review process and it helps employees understand their strengths and weaknesses from multiple angles and perspectives. The comprehensive and in-depth data ensures no details left unnoticed. The 360 Degree feedback reviews also help removing the bias and other problems from the performance management system that are associated with the single-point reviews or single-source feedbacks. That is why the 360 degree feedback reviews are a great tool for the employee evaluation and appraisals.

The dedicated 360 degree features will help both managers and the employees, the employee should be allowed to have more flexibility such as commenting on any question, or requesting for follow-up questions, etc. Furthermore the employees, managers, HR or any other concerned person should be given provision to initiate a feedback and other features like that. These features will not only facilitate the process but also help improving the outcome and increase the impact of the performance management process.

360 Degree Feedback Reviews Management

Goal Tracking and Management Feedbacks

The custom HR customer feedback tool is different from a traditional customer feedback management tool because both have completely different goals and objectives. The custom HR customer feedback tool is designed to support the performance management and appraisal processes, it is not just a feedback tool, it is in fact a significant component of any business’s performance management strategy. The goal tracking and management is the key objective of any performance management system. Your custom HR customer feedback tool should offer exclusive features that can help integrate the feedback component in various layers of performance management process.

The customer HR customer feedback tool should be able to integrate or track required metrics and KPIs, it should support OKRs (if needed), and other performance tracking and goal setting mechanisms. The SART goals is almost an industry standard now, your custom HR customer feedback tool should have ability to incorporate all these methods and mechanisms in order to ensure its full integration in your existing performance management process. These goals and KPIs are usually available for the employees, obviously different organizations have different policies, but the administrative hierarchy and access management will enable HR to allow different user groups access to different information.

Every employee should be able to comment, or give feedback regarding their goal or their team’s goal along with feedback related to their KPIs, progress and ability to share direct messages with their line manager or team lead. Such feedback feature will make your performance management more impactful and help engaging employees and build trust.

Goal Tracking and Management Feedbacks

Recognition and Appreciation Feedbacks

The recognitions and appreciations are the top drivers of the performance and employee engagements. Engaged employees tend to perform well and get loyal to their businesses, which also help in employee retention which is one of the biggest challenge of the HR department. Most of the employee leave an organization if they feel their work and efforts are not recognized or admired by the management. The custom HR customer feedback tool should have dedicated features to establish a multi-dimensional feedback system to allow both managers and employees to recognize and appreciate the work and efforts of the others. The custom HR customer feedback tool should offers distinct UI dashboard enabling mutual recognition and application features all across the organization.

A social media type interface is much more effective as it is familiar for the users and easy-to-use. The system should have in-built alerts and notifications for the managers to enable them to give their input as much as possible. The employees should be able to share their achievements or smart algorithms with in-built analytics can automatically share performance and achievements in the dedicated space where other employees and managers can view them and comment on them or like them. Different feedback methods can be applied to these news/feeds which will encourage a continuous process and help employees and managers engage in more meaningful conversations.

See Also: 5 Types of Customer Feedback

Recognition and Appreciation Feedbacks

In-Built Analytical and Reporting Features

Same like any other customer feedback software the custom HR customer feedback tool must have intuitive analytical and reporting features that allow the HR and managers to prepare actionable reports and integrate the feedback data to other processes for further actions. The HR customer feedback tool’s data is very valuable and useful in strategic and HR decision making processes. Furthermore the data should also be provided to the employees and other users. For that the custom HR customer feedback system should have in-built analytical tools which can process the raw data and convert it into easy-to-understand formats.

For employees the best approach is to provide the performance and feedback data in form of a visual or graphical format which will help them instantly understand their performance and help them understand their goals effectively. The in-built analytical tools are also very helpful for management, the managers can easily produce individual and collective reports which can be incorporated in other processes or can be presented to the higher management and help improving various other performance management processes. The in-built data processing and analysis tools help managers and HR to identify various trends easily as the data is compiled from various touch points and sources the accuracy will be high.

The in-built analytical and reporting features also enable the custom HR customer feedback system to synchronize the data with other systems and central information center via simple integration methods which also improve the usability and efficacy of the data.

In-Built Analytical and Reporting Features

Conclusion

In the growing markets such as Dubai or anywhere else in UAE where the competition is high, the customers’ expectations and demands are skyrocketing and the market trends are rapidly changing, a proactive performance management strategy is essential for growth and stability. Businesses need to optimize their performance in order to gain a competitive advantage and in order to effectively utilize their resources. The prime objective of a performance management system is to align all available resources with the high-level organizational goal and objective. For any performance management system the feedback is an essential and an extremely important component.

The HR customer feedback tool is a software application that help HR department to execute a highly organized and structured feedback campaign to meet the need of their internal performance management needs. The HR customer feedback tool is completely different from any ordinary customer feedback data collection tool. As both are designed to serve totally different purposes. The traditional customer feedback system is designed to collect customer feedback regarding products/services and other important aspect. However, the HR customer feedback tool is designed to facilitate the internal performance management process.

Furthermore there are different types of HR customer feedback tools available in the market, however, we only recommend our customers to opt for a customized tailor-made solution. A custom HR customer feedback tool can significantly improve the outcome of the process as it is exclusively designed to meet your very unique needs. In this blog we have discussed how a custom HR customer feedback tool is different form an ordinary customer feedback collection tool and how a business can develop an excellent custom HR customer feedback tool.

If you want to learn more about the subject or if you want our help to develop a custom HR customer feedback tool for your business. Please 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 HR Customer Feedback Tool | Tagged 360 Degree Feedback Reviews, 8 Top Most Used HR Software in Dubai, Analytical and Reporting, best customer feedback tools, Custom HR Customer Feedback Tool, Customer Feedback Management System, Customer Feedback System in Dubai, Customer Feedback Tool, Customer Satisfaction Survey System, Dubai, Employee Feedback Forms, Employee Satisfaction Survey, Goal Tracking and Management Feedbacks, HR Customer Feedback, HR Feedback, One-on-One Meetings, Performance Management, UAE | Leave a comment

How Video Conferencing Enhance Self-Service Kiosk Experience

Posted on January 11, 2023 by admin

How Video Conferencing Enhance Self-Service Kiosk Experience

The marketplaces are changing all over the world. In Dubai and all around the UAE the customer demands are skyrocketing. The markets are very competitive which means the business will have to maintain high standards in order to gain the trust of the customers. Several studies and market researches showed that the customers are happy to pay additional if they are assured a better experience. That is why the customer experience in the modern day and age have become more important than ever before. There are several factors that can impact your customer experience. Obviously each business is different, even if the two businesses are operating in same industry sector they would have some commonalities and some differences. Each business evolved over the time and build its own unique identity which reflects from its communication, processes, methods and everything else. Similarly each business offers a different customer experience, no two businesses are the same. This is why business have to emphasize more on the customer experience.

How Video Conferencing Enhance Self-Service Kiosk Experience

Why Self-Service Solutions are so Important?

The self-service solutions are a great way to improve customer experience and align your processes and services with the customers’ needs. The digital customer experience or interaction is a relatively new phenomenon and it gain huge and rapid popularity in the past decade. There are several factors that are responsible for rising demand of the digital experience. Basically the digital experience means the customer interaction with a business via a digital channel, it can be for communication, sharing information or for delivering services as well. Businesses are using digital channels such as websites, smartphone applications and interactive self-service kiosks to enhance customer experience and to improve productivity and efficiency. The interactive self-service kiosks have gain huge popularity in Dubai and all around the UAE. In fact if you are living in the country you must have noticed these flashy touchscreen based interactive self-service kiosks everywhere, both in-door and out-door, in public places, government offices, airports, bus stations, offices, hospitals, banks, etc. Businesses are getting great value of returns from these self-service interactive kiosks and they are equally admired by the customers that is why the self-service solutions are so important.

Why Self-Service Solutions are so Important?

How Video Conferencing can Enhance Customer Experience at Self-Service Kiosk?

Due to larger footfall and other market conditions the interactive self-service kiosks has become almost essential for many businesses, especially for service sector. The businesses can easily operate a 24/7 service center and they can reach to the unexplored markets with highly cost-efficient solution. Growth is every business’s prime goal, growing doesn’t only mean rise in profitability, but it also means expanding your market reach and tapping into unexplored markets. Traditionally businesses were doing so by opening up new branches and regional offices at new location to enhance their presence in those markets. However, opening new offices or branches is a very challenging task, it requires a lot of resources and it is also very expensive. The interactive self-service kiosks on the other hand are very convenient to setup and have very less deployment cost. Above all, the business doesn’t have to hire new staff or rent new buildings, and they can offer uninterrupted services 24/7. These are some of the key advantages that encourage business to adopt to modern interactive self-service kiosks. Furthermore the self-service kiosks are also very effective at existing service centers.

How Video Conferencing can Enhance Customer Experience at Self-Service Kiosk?

The Need and Importance of Human Interaction

The idea behind a typical interactive self-service kiosk is that it enable customers to self-service themselves without any need of human supervisor or help from the employees. The self-sufficiency have its own merits and demerits. Usually the services are digitalized and offered through an intuitive user interface (UI) which enable customers to perform the important tasks to avail a service or to make a transaction using the self-service kiosk. This entire process doesn’t include any staff involvement and everything is automatic. This help businesses digitalizing their services and several internal processes, the digitalization introduce automation to the processes and make them super-efficient. Businesses can also offer useful features to improve customer experience such as multi-lingual support, FAQs sections, user guides and help section, information, and other content which is easily accessible from the self-service kiosk and help customers achieving their tasks. The highly interactive user interface coupled with on-screen instructions and multiple hardware accessories enable an ordinary customer to acquire a service, access to their information or update their services/subscriptions and perform other tasks which are regularly offered through customer service centers.

The Need and Importance of Human Interaction

In the modern world where the technology have deeply rooted to our culture, society and work environment, it is not difficult to imagine how well-versed an ordinary customers would be with the technology. This phenomenon is not only observed in Dubai or other parts of UAE but it is a global phenomenon. According to several studies and market researches on an average almost 80% of the customers try to solve their problems by themselves before contacting customer support. The DIY is gaining huge momentum all around the world. This is what fueled the explosive growth of self-service solutions all around the world. Traditionally the interactive self-service kiosk are designed to increase the success rate of the customers however, it is not always the case. Sometimes the human-touch is necessary to support your customers which also greatly help nurturing the customer relationship. Most of the times when a customer is utilizing a self-service solution such as interactive self-service kiosk, website, or mobile apps, they tend to look up for on-screen instruction or guides provides by the business in different formats. But when a customer fails to achieve what they want to accomplish they will immediately leave the process and would try to reach out to the call center or customer service center to get the job done.

The Need and Importance of Human Interaction

No matter how complex or simple your business model or service structure is the human interaction will always remain an essential part of your customer relationship building process. Regardless of the deep penetration of technology, IT and online platforms, the human to human interaction remains important. Furthermore it is evident that a large fraction of your customers might not be familiar with the interactive self-service technologies. In fact this facto also depends on the complexity of the processes, services and tasks that need to be performed in order to accomplish the desired goals. That is why such customers should be provided a way to interact with the customer service staff or support teams in order to be able to achieve their goal of using the interactive self-service kiosk. That is the reason why businesses need a video conferencing tools to enhance customer experience and to enable them to solve their problems with higher success rate. The video conferencing tools offer customers a more personalized experience and provide them first-hand help in order to resolve their problems. The video conferencing will also allow businesses to collect a highly accurate and valuable first-party business intelligence data which can help them further improve customer experience and their performance and quality.

The Need and Importance of Human Interaction

A dedicated button or an easy-access menu are the best places to provide access to the video conferencing tools. However, the keeping an all-time visible link, button or widget is the ideal option. The easy-access to the video conferencing tool will encourage more users to utilize the interactive self-service kiosk and it will also help in reducing the customer churn rate. The video conferencing tool will allow the users of self-service kiosk to reach out to the technical or support team which can help them go through the process. Which will definitely enhance their experience and will help nurturing the relationship as well. Happy and satisfied customers become loyal and the loyal customers are a great asset for any business. Furthermore there are several other advantages of video conferencing tool deployedvia a self-service kiosk. The biggest advantage of the video conferencing tool is that it enable your employees to work at any location and serve customers remotely at any location. This could save you expenses of hiring process, resources for training and development and much more. Businesses can greatly improve their productivity and performance implementing a performance management system.

The Need and Importance of Human Interaction

Conclusion

The modern problem needs a modern solution. The interactive self-service kiosk is a solution that can meet and exceed the business needs. Businesses in Dubai and all around the UAE are rapidly adopting self-service solution. There are several advantages of implementing an interactive self-service kiosk solution such as it is convenient and easy to access, it operates 24/7 uninterrupted and it offers intuitive UIs which help customers easily navigate through the system. The self-service kiosks can also be a great tool to provide useful information and communication. In the modern day and age where everyone owns a mobile phone in UAE and everyone have access to the internet, the digital experience and communication have become core concepts of the customer relationship management strategy. However, most of the businesses who implement an interactive self-service kiosk don’t emphasize on the importance and value of the video conferencing features in an interactive self-service kiosk. In this blog we have discussed how a video conferencing tool can offer enhanced customer experience and improve their satisfaction. If you want to learn about the subject or if you want our help in designing and implementing a tailor-made interactive self-service kiosk solution, please 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: How to Collect Customer Feedback using Mobile Phone Applications?

Posted in Self Service Kiosk | Tagged Interactive Kiosks, Interactive Kiosks Dubai, self service kiosks dubai, Video Call Kiosks, Video Kiosk Software, Video kiosks | Leave a comment

How to Collect Customer Feedback using Mobile Phone Applications?

Posted on January 4, 2023 by admin

How to Collect Customer Feedback using Mobile Phone Applications?

A customer feedback system is a very important part of any business’s success strategy. Businesses in Dubai and all around the UAE are started to offering mobile phone applications since past few years now. In fact the internet and mobile phone penetration in the country is almost 99% which is extremely higher comparing to other parts of the world. Not only business and organizations but the governments also started leveraging mobile phone applications and the inherent benefits it offers. The biggest advantage of a mobile phone application is that it offers significantly better experience than a website. It is easier for business and organizations to personalize customer experience with mobile phone applications.

Furthermore the smartphone have also progressed a lot and the modern smartphones are even more powerful than an average laptop a few years back. This has completely revolutionize the digital communication. The modern smartphone have also become smarter and powerful which enable businesses and organizations to offer a variety of digital services or e-services via mobile phone applications. This also make mobile phone applications ideal for collecting customer feedback data.

How to Collect Customer Feedback using Mobile Phone Applications?

Why it is Important to Collect Customer Feedback via Mobile Phone Applications?

Collecting customer feedback in general is very important to acquire deeper understanding of customers’ behavior, their expectations, preference, demographics, and much more. The customer feedback also help businesses evaluate their various strategies, internal and external processes, communication, products/services, employees and overall brand perception. In the modern day and age where the markets are growing steadily, competition is rising and the customer demands and market trends and constantly changing, the customer feedback become more important. Almost every business agrees on the importance and benefits of the customer feedback data however, most of them don’t realize how beneficial it could be to include the customer feedback via mobile phone applications in their customer feedback management strategy.

There are several factors that can improve the quality of your customer feedback data, asking right question at the right time is crucial to maintain accuracy and quality. When a customer starts using a mobile phone application they know what exactly they want to achieve, that is why it is easier to capture the real-time customer feedback and learn about their ideas, opinions, difficulties and problems. This makes mobile phone applications’ feedback more valuable and important.

Why it is Important to Collect Customer Feedback via Mobile Phone Applications?

When a feedback mechanism is built in the customer’s work flows, the customers are tend to be more inclined about sharing their experience, opinion, ideas and highlighting problems. However, the customers are less likely to provide a feedback afterwards. As it is difficult to find a feedback link, or to go to your website to complete the feedback survey after their experience. That is why the conversion rate of mobile phone applications’ feedback is also much higher. The mobile phone application feedback can help you acquire understanding about many important aspects of customer journey such as:

Evaluate the usability of the applications, work-flows and processes
Get creative ideas and customer recommendations to make improvements
Get valuable feedback data and suggestions from the customers who are familiar with your features and processes and already using them
Get higher conversion and benefits of real-time customer feedback
The 24/7 availability of the feedback channel makes it easier for customers to provide feedback
Get highly accurate feedback data to improve product development process
The in-app feedback prompt always have higher response rate
The easy and instant feedback help improving e-services and digital customer experience

The in-app customer feedback help tackling several challenges and improve the quality of the feedback data and it also help increasing the customer response rate.

Why it is Important to Collect Customer Feedback via Mobile Phone Applications?

How to Collect In-App Customer Feedback via Mobile Phone Applications?

The in-app customer feedback is a very valuable data. There usually two major categories of the in-app customer feedback, the general feedback and the contextual feedback. Both feedback types serve different organizational goals. It is important to understand when and what type should be utilized in order to maximize the outcome of the customer feedback campaign. The general feedback is usually used to evaluate the entire customer experience using the mobile phone applications. Most of the times businesses use a popup window to gather a single or multiple questions based feedback. The popup surveys are more convenient and can be managed easily. Businesses can utilize a single or multiple question based popup survey at an appropriate place in the workflow or customer journey to collect valuable feedback data.

Asking customers to provide their feedback during a process or workflow can greatly improve the quality of the feedback data. However, the contextual feedback is slightly different and it usually concerns a single aspect or a very specific feature of the mobile phone application, process, or regarding the updates and bugs, etc. The contextual feedback survey appears right after the customer complete a desired task, work-flow or process on the mobile phone application. There are various methods to collect customer feedback data via mobile phone applications. It is important to understand them and use a balanced mixture of different methods to achieve better results.

How to Collect In-App Customer Feedback via Mobile Phone Applications?

How to Collect In-App Customer Feedback: Customer Satisfaction Feedback

The customer satisfaction feedback is one of the most common survey type. When gathering customer feedback data via mobile phone application the customer satisfaction surveys can be designed both as general or contextual surveys. The customer satisfaction feedback surveys can be made mandatory, optional or automatic based on the requirements. The customer satisfaction surveys usually follow the CSAT Score framework. The CSAT Score or customer satisfaction score surveys tend to produce high quality customer feedback data and have higher response rate. Basically a CSAT Score or customer satisfaction score survey is a 1 to 5 rating scale or happiness meter with clear labels can also be used.

This is what makes them simpler and easier for the customers. It is very quick and ask a general question which is why it has higher response rate and help businesses understand the customer satisfaction level. More in-depth surveys can help businesses acquire a better understanding of customer experience and help them identify the areas of improvement. It also help businesses segregate the unsatisfied customers which can be later follow-up for longer surveys to acquire a better understanding of their experience.

How to Collect In-App Customer Feedback: Customer Satisfaction Feedback

How to Collect In-App Customer Feedback: Open-Ended Feedback

Usually the open-ended customer feedback is done via a dedicated widget which capture general feedback, suggestions and opinion of the customer. The open-ended customer feedback widgets are usually optional and can be accessed by a link, button or icon from within the mobile phone application’s user interface. Usually the icons and buttons are placed in the header or footer of the application which make them more visible and highly accessible.

The open-ended customer feedback widget could have a general question or it can be specific but usually a general question performs well. Usually businesses ask three types of generic questions:

Ask for suggestions for new features or improvement in the apps, processes and services, etc.
Allowing customers to report issues or bugs is also a great option
Asking customers about what feature they liked or what is good about the app or service, etc.

The best way to make the feedback widget more visible is to keep it at an easy-to-reach place either in the footer or header. It can be added in menu as a menu item but always-visible icon or button tend to have higher response rate. While setting up automatic prompt or popup widget, it is important to consider that there is only one feedback prompt at a time. Sometimes businesses are collecting other feedback such as contextual or generic surveys, and at the same time they also enable open-ended feedback which can annoy your customers and reduce the response rate.

How to Collect In-App Customer Feedback: Open-Ended Feedback

How to Collect In-App Customer Feedback: Net Promoter Score (NPS) Survey

The NPS score or net promoter score are the most common type of customer surveys businesses use to gauge the customer loyalty. The customer satisfaction score surveys are different from the NPS score because not all happy customer can be loyal. The NPS surveys are the only measure of customer loyalty. The customer satisfaction can based on smaller factors such as they might like the new e-service process that you have updated recently or they might like the new payment method which made them happy, however, it is not necessary that they will remain loyal. They might leave you if they found another mobile application which is offering better or even same features.

However, the net promoter score will tell you how many of your customers are truly loyal. The NPS score is a simple 1 to 10 scale survey and the question asked customers if they would like to recommend your mobile application to others or not. The NPS score is measured on a 1 to 10 scale where the customers with feedback of 9 and 10 only are considered loyal customers. The customers with a response of 7 to 8 are happy and satisfied but will need more nurturing before becoming a loyal customer however rest of all the responses (1 to 6) will never recommend your app to others. The best way is to ask only 1 question and give an optional open-ended feedback space. The NPS surveys always work best with a closed-loop customer feedback management methods.

How to Collect In-App Customer Feedback: Net Promoter Score (NPS) Survey

How to Collect In-App Customer Feedback: Shake-to-Send Feedback

The mobile phone application technology have become very sophisticated and advanced which paved the way of very innovative and convenient features which can help enhancing user experience. The shake-to-send feedback is also a similar feature. It means that the customers can shake their mobile phone anytime while they are on the mobile app and the feedback popup or widget will appear. The biggest advantage of shake-to-send feedback is that it doesn’t impact any work flow or doesn’t interrupt what customer is doing on the application. In fact after submitting the feedback the app resume to where the user left before shaking their phone.

This feature is great for various types of customer feedback surveys, mostly businesses use it to collect customer effort score (CES) data but other feedback data types can also be gathered through shake-to-send method. It is important that you highlight somewhere in the mobile application and tell users that they can shake their phone anytime to open up the feedback widget. Furthermore it is also important to keep other feedback buttons or icons so if the user doesn’t know shake-to-send feature or if their smartphone has disabled the permission to access the hardware that is required for this feature, they still be able to submit their feedback.

How to Collect In-App Customer Feedback: Shake-to-Send Feedback

How to Collect In-App Customer Feedback: App Ratings and Analytical Data

The mobile phone applications are designed for Android and Apple iOS based smartphones. Both platform have their dedicated application store and each one have a rating mechanism at the store. This rate-my-app feature help you gain trust of the new visitors. Most of the time when customers install a new mobile phone application they explore its screenshots, videos, description and more importantly the feedback by other users. This will also help you building a better first impression of your mobile phone application. The mobile phone application developer can utilize the rate-my-app mechanism of both platforms to manage and control the design and frequency of the rate-my-app prompts to some extent.

This will help you improve customer experience. Too many request will bother your customers and too less requests will have less response rate. You will have to maintain a balance of the rate-my-app requests to make sure you won’t annoy your customers and you also get better response rate. Furthermore the analytical data of the mobile phone application is also available by third-party analytical tools. This data can be very helpful and it can provide you app usage stats, time-spend on the app, user drop offs, conversion rate, and much more. This analytical feedback is also very helpful in improving user experience and understanding customer behavior.

How to Collect In-App Customer Feedback: App Ratings and Analytical Data

How to Improve the Outcome of In-App Customer Feedback Management Process?

The customer feedback management process is a very important and crucial process with many stakeholders involved. Any customer feedback management process starts with setting up a good feedback management strategy. Any customer feedback strategy gather customer feedback data from multiple channels and sources such as website, mobile phone applications, interactive kiosks, touchscreens or tablets, social media, email, and many more. It is important to understand that before starting your mobile phone application customer feedback campaign you know exactly what data you want to acquire and what you will do with that data.

Here are a few key components of a good customer feedback management strategy which will help you improve the outcome and impact of the in-app or mobile phone application customer feedback campaign:

Data Integration: The best enterprise tool to manage customer feedback is the CRM (customer relationship management) software. It can integrate with mobile phone application tools, other feedback channels and it can provide more in-depth analytical tools which will help you generate actionable reports from your customer feedback data.
Setup Feedback Campaign: Setting up customer feedback campaign means planning and executing the customer feedback strategy. Businesses can get excellent quality feedback data if they ask right questions at the right time. You should incorporate your feedback process in customer experience and make sure your feedback frequency is appropriate enough to let your customers think and understand the subject before sharing their feedback.
Close the Loop: By closing the loop means deploying a closed-loop customer feedback campaign. The closed loop feedback campaign means you take customer feedback and follow up with appropriate response to let them know their voice matters and you take actions according to their suggestion, opinion or complaints.

The customer feedback management is not a simple task. Most of the time businesses set up brilliant campaign get high response and gather high quality customer feedback data. But they failed to produce the desired outcome. Obviously the desired outcome of any customer feedback campaign is to align your products/services, mobile phone apps, processes, and everything else with your customers’ desires, needs, and expectations. This can be done only by adopting best practices, performing great analysis of the data and then producing actionable reports for the decision makers and stakeholders.

Closing the feedback loop is also extremely important. Your follow up will tell your customers that their voice is heard, their opinion matters and appropriate actions are taken as per their complaints or suggestions. Think of an unhappy customer who is on the verge of churning and give a negative feedback. Your appropriate follow up can not only help retaining them but will also help you to nurture them in future to convert them into a loyal customer. That is why it is very important to set up a proper strategy and make a plan before starting the mobile phone application based customer feedback campaign.

How to Improve the Outcome of In-App Customer Feedback Management Process?

Conclusion

Any business’s primary goal is to grow and progress. For that businesses adopt various methods and implement several technological solution to maximize their performance, productivity, profitability and brand image. In order to improve brand perception and growth businesses need to align themselves with the customer’s desires, needs and expectations. Businesses need to project their unique value proposition and brand message through their communication and marketing. They have to improve their products and services and they have to boost their performance. The customer feedback is a great tool to understand your customers their experience and their needs.

Businesses can evaluate their internal and external processes, employees, services, products and brand perception with customer feedback. The customer feedback management is not an easy task. The customer feedback is usually managed by a customer experience manager or a senior manager who set up a strategy, make plans and utilize resources to execute the feedback campaign. The mobile phone applications are a great channel to collect valuable customer feedback data. Often businesses in Dubai and all around the UAE overlooked the importance of collecting customer feedback data via mobile phone applications.

However, that is one of the most effective customer feedback channel. In this blog we have discussed different methods and best practices to collect customer feedback data via mobile phone applications. If you want to learn more about the subject or if you want our help to set up or prepare your mobile phone applications for your next customer feedback campaign, please 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 Customer Feedback System | Tagged App feedback questions, Customer feedback mobile app, How to give app feedback, In-app survey best practices, Mobile app feedback examples, Mobile App Surveys | Leave a comment

Importance of Customer Feedback Tool for Small Business Owners

Posted on January 3, 2023 by admin

Importance of Customer Feedback Tool for Small Business Owners

Small businesses in Dubai and all around the UAE are rapidly growing, the average rate of small startups is rising every year in the country. The markets are stable, the economy is growing steadily and the buying power of an average consumer is increasing gradually. Such circumstances are great for small businesses. However, tougher competition demands more efforts to improve quality and experience. The small business owners always face challenges when it comes to resources whether human resources or non-human resources.

This means aligning all your available resources with the customers’ needs, demands and desires is crucial to achieve customer happiness and satisfaction. The small businesses have limited audience and limited marketing budget, it is important to align your marketing and communication with your audience. Customer satisfaction and happiness plays a crucial role in business’s success. The small businesses are always eager to grow and for growth the loyal customer base act as a strong foundation. That is why it is crucial to focus on customer loyalty and customer satisfaction.

Importance of Customer Feedback Tool for Small Business Owners

Every small business owner and stakeholders do market research, keep an eye on their competitors and what other key players are doing in the market. However, the one thing that is usually not focused by the small businesses is the customer feedback. Small businesses usually have very weak or no customer feedback collection strategy. In fact most of the policies and strategic decisions are taken on the bases of expert opinion by the stakeholders and the management, this means most of the decisions are based on guessing or following other businesses.

The customer feedback on the other hand can provide a great insight to customers’ mindset and provide highly accurate data which help small business owners to take informed decision and increase the success rate. When it comes to collect customer feedback the small business owners can easily overwhelmed by the sheer number of feedback collection methods and channels. Which is why a dedicated customer feedback collection tool can greatly help small business owners to acquire highly accurate and precise insight. In this blog we will discuss how a customer feedback tool can help small businesses achieve their goals and objectives.

Importance of Customer Feedback Tool for Small Business Owners

Why Small Business Owners Need to Collect Customer Feedback?

The customer feedback is the customer’s opinion, suggestion and their perception of the brand. The customer feedback can provide insights into each and every business function whether it is directly facing the customers or whether it is an internal process which have indirect impact on customer experience. The customer feedback provide a highly accurate and deeper understanding of what customers like about your products and services and what they don’t admire much or what they don’t want to see. This will help small business owners to develop products/services which are more aligned with customers’ needs.

Furthermore the customer feedback also provide valuable information about your customer persona and help you understand your audience which is great for future developments and strategies. The customer feedback also help evaluating the performance of your sales and service teams and will provide a full guide of customer experience and their perception about your brand. The customer feedback data is great source of business intelligence upon which a business can base its future goals and objectives.

Why Small Business Owners Need to Collect Customer Feedback?

Why Customer Feedback Tool is Important for Small Business Owners?

As s small business owner you knows very well that you have limited human resource at your disposal. Collecting customer feedback is a very time and effort consuming task which require businesses to deploy dedicated staff to collect customer feedback from all the visitors. Then the feedback should be converted to digital formats for further processing and analysis. Even afterwards if you want to close the feedback loop you will be needing more resources to follow up with your customers.

For a customer feedback campaign hiring new staff would be very expensive for a small business and appointing someone from the existing staff will definitely impact the operations. That is why the customer feedback collection campaign could become very expensive for a small business owner. However, a customer feedback tool can solve all these problems, it not only help you collect customer feedback via various communication channels but it is very much capable of collecting and analyzing the feedback data autonomously.

Why Customer Feedback Tool is Important for Small Business Owners?

The customer feedback tool is a software application that can be linked with multiple digital channels to reach out to your targeted audience and collect customer feedback data in a highly structured format. Which makes it easier to integrate the customer feedback data in the decision making processes. Here are some key advantages of using a customer feedback tool.

Customer Feedback Tool Digitalize the Process

The customer feedback tool is a software which digitalize the customer feedback collection process. The customer feedback forms are very difficult to manage and process. The data collection is difficult as the business will have to appoint a person who should be asking customers to provide their feedback and share their opinion via feedback forms. The conversion rate is less, as when the customers are done with their business they are most likely to leave immediately, when someone stopped them and ask them for their 10, 15 minutes, some of the people can get annoyed and refuse to share their opinion.

Furthermore when people are conversing with a staff they tend to take a softer tone, most of the time they try to give only positive answers, and in case of open ended questions they try to sugarcoat their responses. Which is another big cause of poor data quality. Furthermore the staff who is assigned for the feedback collection must have to do the data entry to convert these paper forms into digital formats, then the data has to be analyzed and processed in order to generate actionable reports, which usually cause further deterioration in the data quality due to human errors, duplications or such other problems.

Customer Feedback Tool Digitalize the Process

However, the digital customer feedback tool is a software application which enable businesses to leverage digital technologies to collect customer feedback. They can simply put touch screens or tablets at their counter to collect customer feedback while they are dealing with the customer service agent or cashier. This makes feedback process simple and very convenient for the customers. There is no manual process involve, the entire process remains digital from the get go. All the data that is being collected will be stored directly on the server, there is no separate data entry required, so the data quality up lift significantly. The businesses can also use digital interactive kiosks at the entrances/exits to allow customers to provide their feedback and share their opinion freely.

The digital customer feedback tool is basically a server side application which have smart algorithms and analytical tools to process customer feedback data. All this process is autonomous and there is no manual work involved. The data collection, analysis and reports are fully autonomous and these reports can be distributed to the relevant personals automatically. Above all the small business owners can extract the data and apply their own analytical tools or processes to generate customized reports. All this automation make the feedback collection process very simple and highly accurate and also boost the conversion rate.

Customer Feedback Tool Digitalize the Process

Customer Feedback Tool Help Reducing the Cost of the Campaign

The customer feedback campaign is not as that simple as it might look. The small businesses often don’t realize that and this is one of the main reason of failure of such campaigns. Traditionally a CX (customer experience) office or manager conduct the campaign. However, in small businesses usually business owner or the manager manages the campaign. Whatever the case is they business also need staff to collect the feedback. For smaller spaces two persons are enough but for larger spaces up to 5 person could be needed to collect the feedback.

Another important thing is that on an average a short questionnaire could take up to 10 minutes sometime even more. Which means for those 10 minutes the staff cannot engage with other visitors. That is why more staff is needed. More staff means more cost, if a business doesn’t hire new staff then they will have to take existing staff which will definitely put load on their peers and could cause more issues. However, with the customer feedback tool only one person is enough to setup and execute the campaign which not only make process more efficient but also reduce the cost.

Customer Feedback Tool Help Reducing the Cost of the Campaign

Customer Feedback Tool Help Targeting the Right Audience

For any customer feedback campaign targeting the right audience is always a challenge. Businesses cannot get the high quality feedback data if they don’t target the right audience. The customer feedback is all about asking customers about your products, services and their experience, but what you should ask and to whom you should ask will make the real difference. Sometimes the customers just fill in the survey as they don’t want to be rude or really want to express their opinion, however, the questionnaire might not be relevant to them.

For example, if a customer visit your store and purchased an electronic item, they might not purchase the item you are enquiring for but they will still provide the feedback. This is the problem with the manual feedback. However, with the digital feedback you can easily identify which customer purchased what from you or you can also categorize them on the bases of various perimeters that you are interested in and then share the right questionnaire with them to collect highly accurate data from the most relevant customer strata. Targeting different audience groups for different feedback will provide you the most relevant and highly accurate feedback data.

Customer Feedback Tool Help Targeting the Right Audience

Customer Feedback Tool Offers Multiple Channels to Share Surveys

Traditionally the customer feedback is collected only in premises when the customers come to visit a business. However, earlier businesses were also hiring survey teams who were going to people’s home to conduct surveys and collect feedback, later on phone calls replaced it, but for small businesses these two options are not practical. That is why they only do in-premises surveys. A digital customer feedback tool allow small business owners to reach out to the farthest of their territories using digital communication channels. The modern customer feedback tools can be integrated with the SMS, WhatsApp, websites, customer portals, online surveys, Email, smartphone apps, and a variety of social media platforms.

This can significantly expand the reach and allow small business owners to target and categorize and reach to the right targeted audience group with literally no or very less cost. Furthermore the businesses can use the customer feedback surveys for market research purposes and by reaching out to the non-customer audiences. The digital customer feedback tool also allow small business owners to integrate and deploy a variety of devices such as interactive touch screens, tablets, self-service kiosks and digital signage to collect the customer feedback data from the customers and visitors.

Customer Feedback Tool Significantly Improves the Feedback Data Quality

The primary goal of a customer feedback campaign is to collect valuable business intelligence data, this data is crucial for a business as the future business decisions will be based on this data. Any inaccuracy or poor quality of the feedback data could lead to wrong decisions which could have significant impact on the business’s success and growth. The quality of the customer feedback data depends on various things such as:

Targeted Audience
Right Time to ask for Feedback
Quantity of the Feedbacks
Analytical Processes

The small business owners should be careful of what they are asking to whom they are asking and when they are asking. For example, the post-sale satisfaction survey is perfect to share with customers within a day or two of their purchase, the NPS or net promoter score question should be asked during or immediately after serving the customer, the product development surveys should be shared with the existing customers and non-customers or with other stakeholders to maximize the quantity of the feedback and so on. There are so many different types of the customer feedback surveys but all should have right timing and right audience in order to generate high quality feedback.

Customer Feedback Tool Significantly Improves the Feedback Data Quality

Furthermore there are several other factors that affect the quality of the customer feedback data. For example, too long survey tend to produce less accurate date, especially the last questions. It is due to a psychological phenomenon which suggest if we start something our brain got compelled to complete it. That is why too long surveys produce low quality results, because when a customer starts a survey after 8 to 10 questions they got bored, and start stressing out, so they want to complete it as quickly as possible and they start focusing less on the questions and their answers which deteriorate the quality of the data.

However, if such surveys are shared with only highly interested customers then you can produce significantly accurate data. The customer feedback tool help you share the surveys to the right audience to improve the quality of the data. Furthermore when people are answering to a question asked by an employee, they get more generous and start giving positive feedback, which could also impact the results. However, when the customer feedback surveys are shared via emails, smartphone apps, or website, they customer doesn’t have to feel any pressure and they tend to be more honest. It also gives them more time to think about the answer which also improve the quality of the feedback data.

Customer Feedback Tool Significantly Improves the Feedback Data Quality

Customer Feedback Tool Help Increasing Customer Engagement

The customer engagement is always good for a business, more engaging customers are tend to be more loyal and loyal customers are considered to be the backbone of a business. The loyal customers are a valuable asset and help small businesses reduce their marketing and onboarding expenses, according to several studies selling to an existing customer is 5 to 25 times less expensive than acquiring a new customer. Communication is a key to building a long term relationship with your customers.

Businesses conduct different types of customer feedback campaigns, some are to assess customer experience or product/service quality and some are to increase customer engagement. The customer feedback survey tool allow small business owners to effortlessly set various survey campaigns, these campaigns can be fully or partially automated. For example, a business can schedule a regular NPS score survey to its all customers via email. Hence every 3 months or by the end of the month a simple net promoter score survey will be shared with all the customers via the email. Such tools help increasing the customer engagement and keep reminding them about your brand.

Customer Feedback Tool Help Increasing Customer Engagement

Customer Feedback Tool Help Closing the Feedback Loop and Build Trust

The customer feedback loop is a very important aspect of collecting and utilizing the customer feedback data. The customer feedback loop means a business collect customer feedback data, analyze it and then make changes either to its product or service or internal processes in order to rectify the issues or complaints a customer might have about anything. Then the business will have to notify the customer that on the behalf of their opinion/suggestion we have made this and that changes in our business. This process is called closing the customer feedback loop. The customer feedback loop is a great tool to gain customers’ trust and build strong relationship with them. When the customers know the business is eager to listen to their say and they just not only listen but also act on it this shows them how important they are for the business.

The sense of importance and the knowledge that business is taking actions as per their suggestions and feedback will strengthen the bond between the business and the customers. A small business needs to have strong bond with its customers, as it will help them generate more business. A small business owner can easily do that with the help of a digital customer feedback tool. The communication is also simple, as they can send emails to the selective group who were involved in the feedback regarding that particular aspect of the business. That is why closing the feedback loop is very important to build trust among customers.

Customer Feedback Tool Help Closing the Feedback Loop and Build Trust

Customer Feedback Tool Offers Flexible Integration and Central Control

Whether small or large businesses utilize a variety of digital tools to improve their operational capabilities and to work flows. Especially the small business who have limited human resource they utilize digital tools and business solutions to drive efficiency in their processes. A digital customer feedback tool is built using highly advanced technologies which enable it to offer flexible integration with other business tools and third-party databases. This features enables the customer feedback tool to communicate with other systems and fetch or push data to those systems. For example, if the small business owner wants to share an online survey link via email to all the customers who have purchased a particular product or acquired a particular service.

For that they will be needing the email database of those customers, which might be stored in their customer relationship management software or sales system. The system integration allow them to automatically fetch that data from the corresponding system and send them the survey email within a few clicks. Furthermore the digital customer feedback tool is usually hosted on online server or cloud which enables it to offer central control and administration. The small business owner can access the feedback data of all connected branches from head office or main branch through the customer feedback tool’s administrative dashboard and make management more convenient and easier.

Customer Feedback Tool Offers Flexible Integration and Central Control

Conclusion

The small business owners knows very well that they have limited resources, hence they need efficiency in all their internal and external processes. For that they tend to leverage various digital systems and software tools. The customer feedback is a very important function. Whether you own a local or small business with limited territory or whether you are small business on the path of growth and seeking to expand your areas of operations. Whether you want to analyze your current products or services or whether you want to evaluate your employee performance. The customer feedback data plays important role in all these decisions.

That is why it is crucial for small businesses to collect highly accurate customer feedback data which can amplify the success rate of their future decisions and help them highlighting their strengths and weaknesses. The customer feedback data also help business to understand their customers and targeted audience and provide them a better understanding of their perception in customers’ minds. That is why small business owners are usually very active in collecting customer feedback.

The traditional customer feedback collection process is very lengthy, time taking, and requires a lot of resources which are difficult for a small business to manage. On top of that the traditional customer feedback collection methods can’t offer high levels of accuracy and quality of the feedback data. That is why the small business owners often look up to acquire a digital customer feedback tool to aid them with their customer feedback campaigns. In this blog we have listed several key advantages of a digital customer feedback tool.

RSI Concepts is offering bespoke customer feedback systems to small businesses and large organizations in Dubai and all around the UAE. If you want to learn more about the subject or if you want us to help you implement a highly cost-effective and customized customer feedback tool for your small business, please 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 Customer Feedback System | Tagged Customer Feedback, Customer feedback examples, Customer Feedback System, Customer Feedback System Dubai, Feedback for small business examples, Methods of obtaining customer feedback, types of customer feedback | Leave a comment

How Self-Service Kiosk Improves Customer Experience?

Posted on December 21, 2022 by admin

How Self-Service Kiosk Improves Customer Experience?

Businesses in Dubai and all around the UAE faces tough competition and skyrocketing customer demands. Since the past few years the businesses are transforming their basic business model from business oriented to customer oriented. This transition is very significant it is completely changing the markets. In the present day, the customer experience have become a crucial part of a business’s success strategy. Especially for service-based industry the customer experience is even more important.

There are several studies conducted all around the world which suggest that the customers are willing to pay extra or high price if they are assured they will going to have a better and more satisfactory experience. For some industry sectors the customers place experience equal to the quality of the product/service. Which is why more and more businesses are investing heavily in customer satisfaction solutions. The customer experience can have huge impact on customer happiness and customer satisfaction.

How Self-Service Kiosk Improves Customer Experience?

The customer happiness and satisfaction is considered to be a key to long term sustainable success and growth. The satisfied customers tend to be more loyal and the customer loyalty is important for growth and profitability. Studies have shown that it is 5 to 25 times more expensive to acquire a new customer than to selling to an existing customer. Although this figure differs from industry to industry but still it can make a huge difference.

Furthermore the happy and satisfied customers also spread positive words about the business which help attracting more customers. According to several studies a happy customer might tell 8 or 9 other people about the business and their satisfactory experience, and an unhappy customer might share their negative experience with 14 or 15 people. So the customer experience also have significant impact on brand image and perception in the market. In this blog we will discuss how self-service kiosk can improve your customer experience.

What is a Self-Service Kiosk?

A self-service kiosk is an interactive digital signage/touch screen computer or tablet which allow customers to access to the information or avail a service without needing any help from the staff or service agents. The self-service kiosk consists of two major components the software and the hardware. The hardware is usually a touch screen based on Windows OS, Android OS or any tablet such as Apple iPads. The software part is a bit complicated, it is not just a small app, but in fact it is a very smart application sometimes the interactive self-service kiosks are powered by AI (artificial intelligence) based smart algorithms and tools in order to deliver an excellent customer experience.

The interactive self-service kiosk software is usually a server side application which can be hosted in online, cloud or even in local/in-premises data centers. The purpose of the self-service kiosk software is to let users interact with the system to acquire information or to avail a service via the self-service kiosk. This is done by digitalizing the services and information. The self-service kiosk software can also be integrated with other enterprise tools, databases and central information center.

What is a Self-Service Kiosk?

How Self-Service Kiosk can Help Businesses in Improving Customer Experience?

There are several advantages of interactive self-service kiosk which can be very beneficial for the customers and businesses too. The businesses can easily scale or expand their operations in the unexplored or targeted territories with very less cost and efficiency while on the same time they don’t have to compromise on customer experience or service quality, in fact the interactive self-service kiosks tend to enhance customer experience and increase their satisfaction. When it comes to the customer experience there are several factors that can improve it.

First of all we should think what problems a customer might be facing at your service centers? The first thing that came to mind is the long queues and waiting time. However, there are several more factors that can help improving customer experience such as offering them more freedom and control over their interaction, offering them personalized experience and providing them well-structured and organized information are some of the few features that are always admired by the customers. In this blog we will list the features of an interactive self-service kiosk that can help you enhance customer experience and increase their satisfaction.

How Self-Service Kiosk can Help Businesses in Improving Customer Experience?

Features of Interactive Self-Service Kiosk: 1. Less/No Wait Time

One of the major factor that hurt customer experience is the wait time. If the customers will have to wait for longer period of time, they will get stressed, frustrated and annoyed. This means that when the customers will reach to the service counter, they will be in hurry and frustrated, which reduce their tolerance and acceptability. When a customer arrive at a counter with stress on their head, it becomes much harder for the service agents to satisfy them. Which means that the customers are more likely to leave unhappy and unsatisfied. An interactive self-service kiosk can reduce the customer wait time and service delays. As there is no waiting involved the customers instantly get served.

Furthermore the service deliver itself is much quicker and the customers can get more information instantly which also help improving their experience and eliminate the customer wait time from the process. The interactive self-service kiosks can operate 24/7 hence the service is available to the customers all the time, they can approach the kiosk whenever they want and they can get the service or information without any involvement of the staff which also improve customer experience and customer happiness.

Features of Interactive Self-Service Kiosk: 1. Less/No Wait Time

Features of Interactive Self-Service Kiosk:2. More Freedom

Another thing that the customers admire the most is the freedom. When customers visit the service center they opt for the queues, then they reached to the counter, first they already waited and want to shorten their interaction as much as possible, second they know there are more customers behind them waiting in the queue. Under such scenarios most of the people feel shy or reluctant in asking too many questions, instead they tend to finish their business as quickly as they could. However, with the interactive self-service kiosk there is no such pressure on the customers.

The customers feel absolutely free, as they are not worried about anyone waiting behind, they can explore the entire information center if they want, they can get information about the service they are opting for or they can also checkout other services, etc. This gives them more freedom. Furthermore the customer service centers have strict working hours, they usually don’t entertain you if you reached late. However, with the interactive self-service kiosk the customers can access to the services and information any time they want, 24/7. The freedom to access the services anytime can significantly enhance the customer experience.

See Also: What is HRMS Self Service Kiosk?

Features of Interactive Self-Service Kiosk:2. More Freedom

Features of Interactive Self-Service Kiosk:3. Personalized Experience

With the rise of technology and too much use of digital media have drastically changed the customer behavior and several market trends. This lead to a highly personalized digital experience which can also be a great competitive advantage. The customers love personalized experience, and when a business start offering a personalized experience the customers feel more appreciated, connected and valued by the business. When the customers realize that the business is offering them a personalized experience they tend to become more loyal and attached to the brand.

The interactive self-service kiosk comes with a smart software which can be integrated to other enterprise systems, databases and central information center which enables it to check for the past interactions of the customers, their purchase patterns and much more. This allow the interactive self-service kiosk to provide the most relevant information, promotions, and other content on the kiosk, which is aligned with customer’s preferences and their needs. The interactive self-kiosk can also integrate with other communication channels such as website, customer portals, mobile apps, and it can utilize the information from these channels to personalize the customer experience which add value to customer experience and increase their loyalty.

Features of Interactive Self-Service Kiosk:3. Personalized Experience

Features of Interactive Self-Service Kiosk:4. Intuitive UIs

Another great feature of the interactive self-service kiosk is that it offers intuitive UIs (user interfaces). The touch screen make interaction simpler and quicker. The UIs are designed to perform certain actions, hence the navigation is very simple and easy-to-understand. As there are multiple user groups in the targeted audience based on their demographic, education level or understanding of the digital systems, hence the UI is designed by targeting the lowest user group with minimum technology understanding which makes it super user-friendly for the entire audience. Above all the UIs of an interactive self-service kiosk offer multi-lingual support.

As in Dubai and all around the UAE there is a huge expat population, so the UIs are designed in multiple languages which further make the interaction easier for a common user. The users can select their preferred language at the beginning and then the system will automatically push the content in that language, all the on-screen instructions, buttons, functions and the entire UI is translated in the selected language which can help enhancing the customer experience and it also improve their level of satisfaction.

Features of Interactive Self-Service Kiosk:4. Intuitive UIs

Features of Interactive Self-Service Kiosk:5. Multiple Hardware Accessories

Apart from the software features the interactive self-service kiosk also offers a multitude of hardware features, peripherals and accessories which can be very helpful in improving customer experience. Different businesses offer different services, different services require different service delivery processes, in some cases the customer might have to provide some documents, in some cases they must have to provide their ID card or Passport, etc. There are multi-counter or stepped services as well, which require the customers to visit multiple counters to get a full service and some services also involve payments, etc.

The interactive self-service kiosk offer a variety of hardware features such as document scanning and printing, Emirates ID card scanning, Passport Scanner, Barcode/QR Code Reader, cash acceptor, online payment, payment POS (credit/debit card payment), other digital payment, RFID scanners, facial recognition cameras, IRIS scanners, and much more. All these hardware accessories help customer provide all information, payment, documents at a single counter, which is kiosk and minimize their efforts which significantly simplify the customer journey and improve their experience.

Features of Interactive Self-Service Kiosk:5. Multiple Hardware Accessories

Features of Interactive Self-Service Kiosk: 6. Gather Business Intelligence Data

The present day businesses are heavily data driven, the information technology and data is the backbone of the modern business models. The business intelligence data is basically the insight to internal processes, customers, external processes, market trends, and much more. The interactive self-service kiosk is a powerful digital tool which can gather a wealth of business intelligence data and insight. For example, the self-service kiosk can record the system usage details such as how many people are using it, what is the usage frequency and what are busy hours, etc. It can also collect the demographic data of the users along with their behavior and system usage insights.

The interactive self-service kiosk also provide the details of the users who quit halfway and it also identify the steps where they left the process which help management to identify the problems in the process and make improvements. Furthermore the system can also collect the information about the services that are most used, it can capture the information that are most accessed and so on. All such details and many other like that provide management a complete understanding of customer interaction at the kiosk and help them further improve it to align it with the customers’ needs to enhance customer experience.

Features of Interactive Self-Service Kiosk: 6. Gather Business Intelligence Data

Conclusion

The businesses in Dubai and all around the UAE are well-aware of the rising customer demands and rapidly changing market trends. On top of that the UAE is a very competitive market which further make require businesses to perform well and establish a unique brand identity in order to attract more customers. It is 5 to 25 times more expensive to acquire a new customer comparing to selling to an existing customer which makes customer retention crucial for any business’s success and long term sustainable growth.

The customer retention is purely based on the customer satisfaction, only happy and satisfied customers will do more business with the brand. The customer satisfaction heavily relies on the experience the customer have with your products and services. Especially for the service based industry the customer happiness depends on the experience they got at the service centers. Businesses invest heavily in customer satisfaction solutions. The interactive self-service kiosk is a modern solution for present day problems. The interactive self-service kiosks help customers acquire information and avail services at their own without requiring any help or assistance from the staff.

The interactive self-service kiosks are available 24/7 and they provide customers more freedom than the traditional in-person interaction which greatly helps improving the customer experience and raise their happiness level. In this blog we have discussed the key features of an interactive self-service kiosk which will help you enhancing customer experience and raising their happiness.

If you want to learn more about the subject of if you want our help to design and implement a bespoke interactive self-service kiosk solution for your business, please 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 Customer Self Service Kiosks, disadvantages of self service kiosk, interactive self-service kiosks, Self Service Kiosk, What is self-service kiosk | Leave a comment

How to Collect Customer Feedback Using Corporate Website?

Posted on December 20, 2022 by admin

How to Collect Customer Feedback Using Corporate Website

A corporate website is an essential for a modern day business. Especially in Dubai and in fact all around the UAE businesses must have to have a presentable corporate website. In UAE the internet penetration is 99% which means that almost all of your customers and prospects can search your business online. This means that your corporate website plays crucial role in your online business identity and brand image. Furthermore your corporate website add value to brand’s image and credibility, people now a days expect from the businesses to offer some digital experience and information via online.

When it comes to customer feedback, it is the most crucial information a business needs to understand its customers and their needs. The customer feedback provide great insight to customers’ minds and it help businesses identify the areas of improvement. It also help in product development and customer experience management. That is why the customer feedback is the most crucial data which help businesses make informed decisions and increase the success rate of those decisions and business strategies.

How to Collect Customer Feedback Using Corporate Website

The Dubai and in fact the entire UAE is a very competitive market, businesses are adopting more customer-centric strategies in order to attract more customers. The customer happiness and satisfaction have become extremely important. Which means that the businesses should know customer’s needs, their expectations and their liking/disliking. Regardless of industry or business model, the customer feedback is a vital component of a successful growth strategy. Collecting customer feedback is relatively easier than before, thanks to the digital technologies and customer feedback systems the customer feedback collection have become much easier.

However, when the customer experience managers or any other team decide to collect customer feedback the biggest challenge is to choose the right channel. Your corporate website is one of the best place to begin with. Usually corporate websites have huge traffic, most of the customers visit your website and a majority of prospects look up in the internet and will eventually land on your web pages. That is why the website can be a great tool to start collecting valuable customer feedback. In this blog we will discuss how businesses can collect high-quality customer feedback data using their corporate website.

How to Collect Customer Feedback Using Corporate Website

Methods to Collect Customer Feedback from a Corporate Website

The technology and programming techniques that are used to design and develop websites have become very advanced and rich in features. There was a time when businesses were having simple static pages just to publish basic information about their business and what they do. Now a days, the websites have transformed into a highly dynamic and very powerful platform which is used for communication and digital marketing purposes. Collecting customer feedback or integrating a customer feedback system in to your corporate website have become very easy today. There are several customer feedback system which are providing embedded widgets which can be installed to a web page to collect customer feedback and capture other analytical data.

Furthermore these days almost 95% websites are dynamic which means that they are running on some kind of content management system or CMS software. Whether you are using a customized CMS or any other popular COTS CMS, there are ways to integrate customer feedback system’s features in the CMS which can help businesses to collect the feedback data from their corporate website. Here are the most popular and effective methods to collect feedback from your website.

See Also: 5 Types of Customer Feedback

Methods to Collect Customer Feedback from a Corporate Website

Customer Feedback Collection via Popups

The popups are the most common method to display important content on a website. Businesses can easily put a customer feedback survey in a popup at their corporate website. It is important to understand that you should ask the right thing at the right time. Usually we see popups appearing instantly as we land on a website, in fact before we can see the content of the web page the popup appears. These popups are not good for the customer feedback. Because you want to learn about customer experience, their opinion and thoughts about your business, without letting them a chance to explore your website you cannot expect them to have an opinion about your brand.

That is why if you are taking customer feedback through a popup you should let customer explore the page and its content first and then ask them about their feedback. This can be achieved easily, you can put a timer on the popup. For example, if customer spends 80 seconds on a page then the popup appears. You can also set a trigger at the bottom or near bottom area of your corporate website, which means that when the customer reach to a certain areas of the web page the popup should appear.

Customer Feedback Collection via Popups

For example, you have a homepage which require customers to scroll several time, which means there would be several sections of the web page, you can put the trigger at the last section or at the second last section. It means that by the time your customer will reached to that section they have already consumed a reasonable amount of content of your web page. You can use a combination of trigger and timer method to show the popup. Furthermore it is important to keep your feedback form or survey simple, shorter and easy-to-understand, as by that time most of the customer might not want to spend any more time on your web page.

If you will ask too many questions then the chances are people might leave without submitting their feedback. The best and most effective method is to ask 1 to 3 questions in a popup survey. It is better to use rating scales, happiness meter, or simple multi-choice responses. The open-ended questions are a great way to get more detailed and in-depth response. If your corporate website support multiple languages then the survey must also support those languages and it should automatically aligned with the customer’s selected language on the web page. These tips will help you increase the conversion rate of the survey and will provide you high quality data.

Customer Feedback Collection via Popups

Customer Feedback Collection via Dedicated Feedback Buttons

In order to obtain actionable results from a customer feedback campaign it is important that the quality and quantity of the data is good. The quality of the feedback data is always a bigger challenge, furthermore the quality doesn’t only depends on the quantity, and in fact the questions you asked will have huge impact on the quantity of the feedback. The primary purpose of conducting a feedback campaign is to understand a particular aspect of customer experience.

For example the purpose of product development survey is to understand what features customers like, what they don’t appreciate and what they expect from business to offer or what they would love to see in future products. This can be achieved only by adding more questions to the survey, however, more questions means less conversion rate. Most of the time when a customer or visitors sees more than 5 questions, they either quit or try to complete it quickly which in some cases also result in poor feedback quality. The feedback button at a website is the best solution to this problem.

Customer Feedback Collection via Dedicated Feedback Buttons

The Zeigarnik Effect is a psychological phenomenon which says the one who started an action is most likely to complete it. That is why the feedback button have higher conversion rate and can produce much higher quality customer feedback data. These buttons can be placed in the bottom of the web page, in the footer area or can be placed on any other strategically important section of the web page. The button should be highlighted and the text should be appealing. You can use a tagline such as, Submit Your Feedback, Share your Opinion, Talk to Us, etc.

Anything which appeals the customer and also tell them what this button will do. Businesses can use a variety of different surveys via Feedback Button. The ideal situation is to have less than 10 questions, but based on the industry, web page and other aspects you can add more questions too. The data can be collected in the website CMS or can be integrated with the dedicated customer feedback system along with the analytical data which help you further understand who your visitors are and integrating analytical data will also help you reduce the demographic questions in the survey and make it short. The feedback button is ideal for medium sized surveys.

Customer Feedback Collection via Dedicated Feedback Buttons

Use Live Chat to Collect Customer Feedback

Here in Dubai and all around the UAE we have witnessed that the online chat, whether live chat or chat bots are gaining popularity, every other site have chat bots and most of the medium and large size enterprises are offering live chat features. The live chat is a great way to improve customer experience and simplify customer journey and it help businesses generate huge revenue. According to several studies businesses have witnessed huge increase in sales for up to 35% by adding live chat feature on their website or mobile apps. That is why the live chat is gaining so much popularity among both businesses and the customers.

The live chat feature can be used to collect valuable customer feedback data. The live chat button or interface can be placed at many places at a web page, the ideal is the pricing page/area and the checkout page which are the steps where the customers ask more questions. The support agents can be trained to collect structured feedback via live chat which can be processed further by analytical tools to generate conclusive reports. The live chat help you understand customers’ concerns which is important to address in the marketing and communication material. That is why it is a great tool to collect valuable customer feedback data.

Use Live Chat to Collect Customer Feedback

Use Lead Magnets to Collect Customer Feedback

As I mentioned earlier that the short surveys are not the answers to all your questions, in some cases businesses will have to conduct long surveys to get a better and clear understanding of the customer point of view. However, traditionally the conversion rate for long surveys is very less. That is why business use more innovative ways to attract customers and visitors to fill out long surveys. The lead magnet method is one of the most successful method to do so. Basically the lead magnet method is used to collect customer lead data, usually a business offers a free resource, online tool, e-Book, discount voucher or any such incentive to attract more customers to provide lead data, usually it is email and sometimes businesses also collect customer mobile numbers.

These contact details can be later utilized for marketing purposes to generate more leads and sales. For the customer feedback the lead magnet method is also very successful, businesses can offer any free incentive in return of submitting a customer feedback or survey form. The lead magnets are highly cost-efficient, mostly free, informative and very attractive. Customers often see them as high-value offerings that is why when a business use lead magnet method to collect customer feedback data the results are great.

Use Lead Magnets to Collect Customer Feedback

Collect Customer Feedback using Quick Polls and Happiness Meter

According to several studies most of the website visitors leave a website if they think the information is not relevant, worth spending time or too complex. Here it is important to understand how your audience is landing on your website. Most of the website traffic comes from search engine, particularly Google. The visitors who are landing on your website through Google search must be seeking something that is totally relevant to your page’s subject otherwise the search engine will not show your website in the results. The user that are coming from social media or other digital platforms must be landing on a special landing page or a product page.

Even with proper targeting most of the visitors left very soon or left without converting, this is because they either might not find the relevant information or the couldn’t understand your brand message. Apart from product pages or landing pages this effect is more prominent on blogs, FAQs, and helping content. In order to make your webpage content resonate with your audience you must have to know if what you are offering is serving the purpose or not. For that businesses can put customer feedback polls and happiness meters on such pages. It can be very helpful to measure the customer happiness and effectiveness of the content.

Collect Customer Feedback using Quick Polls and Happiness Meter

Collect Page-Specific Customer Feedback

A corporate website always have multiple pages, usually it a homepage which is the main page, all other pages are called internal pages. The internal pages have some must have pages or types with very standardized information format such as about pages always have company details, management, mission, vision, etc. There are some pages which are used to publish content, such as blogs, media center, FAQs, etc. There are also dedicated pages for products and services which you are offering. These all different types of pages which serve different purpose and offer different type of information.

The page-specific customer feedback is a concept of asking only a certain group of audience to provide their feedback who happened to visit certain pages. For example, if you have FAQs page, you can ask the reader if the information was helpful or not. Similarly if it is a product or service page you can ask them if they found the solution to their problem or the product/service they were looking for, etc. matches their requirements or not, etc. That is what is called page-specific customer feedback it is very helpful in improving that page, its content, or the product/service you are offering.

Collect Page-Specific Customer Feedback

Conclusion

In the modern markets businesses need to align their offerings with the customers’ interests. This help them beat the competition and make them more desirable for the customers. In Dubai and all around the UAE the markets are very competitive, regardless of the industry the businesses will have to perform excellent in order to gain a competitive advantage. All this is making businesses more customer-centric which raise the importance of customer desires, demands, needs and expectations. In order to understand what your customers’ needs, what they will like/dislike, what they will expect from you and what could make them happy and satisfied, businesses need to acquire in-depth knowledge and understanding of customer behavior and their mindset.

And this knowledge can’t be acquired from anywhere else but your customers. The voice of your customer is the only place which can provide with the most accurate and highly impactful information. The businesses who based their decision on their customers’ opinion and say are tend to do well in the long term. That is why the customer feedback have become more crucial for the modern day success strategy. When it comes to collecting customer feedback data the businesses could easily overwhelmed with the sheer volume of channels and methods to collect the customer feedback.

Here in Dubai and all across the UAE businesses might adopt various modern ways and methods to collect customer feedback but they often neglect their corporate websites. Your corporate website can be a great source of high-quality and most effective customer feedback and business intelligence data. In this blog we have listed several methods of collecting customer feedback using your corporate website. If you want to learn more about the subject of if you want our help to implement a customer feedback collection system on your website, please feel free to contact us anytime 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, Customer Feedback System Dubai, Customer Feedback System UAE, How to ask for feedback from customers, How to use customer feedback to improve service, Methods of obtaining customer feedback, types of customer feedback | Leave a comment

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What is Customer Feedback Management (CFM)?

Best Practices of Collecting Customer Feedback

Customer Feedback Best Practices: Set Goals and Objectives

Customer Feedback Best Practices: Customize the Process as Per the Objectives

Customer Feedback Best Practices: Integrate Multiple Channels

Customer Feedback Best Practices: Close the Feedback Loop

Customer Feedback Best Practices: Make it a Continuous Process

Conclusion

Collecting HR Customer Feedback Data

HR Customer Feedback: 360 Degree Performance Reviews

HR Customer Feedback: One-on-One (1:1) Meetings

HR Customer Feedback: Skip-Level Meetings and Reviews

HR Customer Feedback: General Employee Feedback Surveys

HR Customer Feedback: Onboarding/Off-boarding Interviews

Conclusion

Customer are Preferring Self-Service Kiosks Instead of Regular Service Counters

Customer are Purchasing More from Self-Service Kiosks

Customers Feel More Freedom and Less Social Pressure when Purchasing from a Self-Service Kiosk

Customers are Accessing Services More Frequently via Self-Service Kiosk than Service Center

Customer Happiness and Satisfaction is Higher at Interactive Self-Service Kiosk

Conclusion

Why Feedback is So Important & Why a Business Needs a Customer Feedback Tool?

How to Collect Customer Feedback with a Customer Feedback Tool

Collect Customer Feedback Data Regularly

Collect High-Quality Product Development Feedback Data

Collect High-Quality Customer Service Feedback Data

Quickly Create and Share Long-Form Based Surveys with a Large Audience

Easily Collect Customer Feedback Data from Multiple Channels

Utilize Fully Automatic Customer Feedback Collection Features

How Customer Feedback Tool Helps Analyzing the Customer Feedback Data

Conclusion

What is Performance Management and HR Customer Feedback?

What is Custom HR Customer Feedback Tool?

How to Develop a Custom HR Customer Feedback Tool for Businesses in Dubai?

Key Components of Custom HR Customer Feedback Tool for Business in Dubai

Employee Feedback Forms and Surveys

One-on-One Meetings

360 Degree Feedback Reviews Management

Goal Tracking and Management Feedbacks

Recognition and Appreciation Feedbacks

In-Built Analytical and Reporting Features

Conclusion

Why Self-Service Solutions are so Important?

How Video Conferencing can Enhance Customer Experience at Self-Service Kiosk?

The Need and Importance of Human Interaction

Conclusion

Why it is Important to Collect Customer Feedback via Mobile Phone Applications?

How to Collect In-App Customer Feedback via Mobile Phone Applications?

How to Collect In-App Customer Feedback: Customer Satisfaction Feedback

How to Collect In-App Customer Feedback: Open-Ended Feedback

How to Collect In-App Customer Feedback: Net Promoter Score (NPS) Survey

How to Collect In-App Customer Feedback: Shake-to-Send Feedback

How to Collect In-App Customer Feedback: App Ratings and Analytical Data

How to Improve the Outcome of In-App Customer Feedback Management Process?

Conclusion

Why Small Business Owners Need to Collect Customer Feedback?

Why Customer Feedback Tool is Important for Small Business Owners?

Customer Feedback Tool Digitalize the Process

Customer Feedback Tool Help Reducing the Cost of the Campaign

Customer Feedback Tool Help Targeting the Right Audience

Customer Feedback Tool Offers Multiple Channels to Share Surveys

Customer Feedback Tool Significantly Improves the Feedback Data Quality

Customer Feedback Tool Help Increasing Customer Engagement

Customer Feedback Tool Help Closing the Feedback Loop and Build Trust

Customer Feedback Tool Offers Flexible Integration and Central Control

Conclusion

What is a Self-Service Kiosk?

How Self-Service Kiosk can Help Businesses in Improving Customer Experience?

Features of Interactive Self-Service Kiosk: 1. Less/No Wait Time

Features of Interactive Self-Service Kiosk:2. More Freedom

Features of Interactive Self-Service Kiosk:3. Personalized Experience

Features of Interactive Self-Service Kiosk:4. Intuitive UIs

Features of Interactive Self-Service Kiosk:5. Multiple Hardware Accessories

Features of Interactive Self-Service Kiosk: 6. Gather Business Intelligence Data

Conclusion

Methods to Collect Customer Feedback from a Corporate Website