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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

The best Self-service Kiosk Software for Hotels

Posted on December 13, 2022 by admin

The best Self-service Kiosk Software for Hotels

The hotel and hospitality industry is very sensitive about customer experience and service quality. The Dubai and the entire UAE is well-known for their tourist attraction and business activities. The hotel and hospitality industry is booming in the country. The industry is divided into several segments such as chain hotels, independent hotels, service apartments, mid-class luxury hotels, high-class luxury hotel, motels, etc. The industry is witnessing a steady growth and is projected to witness the same for several coming years.

That means the competition is very high and in order to remain relevant in the market, the hotel must have to offer the high quality service and excellent customer experience. The customer experience is a very complex and sophisticated phenomenon, it is not fixed, it keep changing, and sometimes those changes are subtle and very quick that it become very difficult to keep up with. That is why the hotels and hospitality businesses always invest huge resources in customer experience.

The best Self-service Kiosk Software for Hotels

The hotels and hospitality sector all around the world is changing, in fact evolving into a much better and advanced industry by adopting modern technological solutions and innovation. The digital customer experience is one of the most popular trends all around the world. It is not only limited to hotels and hospitality sector, but the offering digital customer experience is very common all across consumer markets. Here in Dubai and all around the UAE the digital customer experience is considered to most important and crucial to raise customer satisfaction.

The websites, smartphone apps and self-service kiosks are considered to be the most popular methods to offer a satisfactory digital customer experience. Here in Dubai and all around the UAE the government sector, the private sector and service industry in particular are focusing more on making digital offerings to delight their customers. In this blog we will discuss what the self-service kiosk is and what are the features of a good quality self-service kiosk software.

What is Interactive Self-Service Kiosk?

An interactive self-service kiosk system consists of two major parts, one is the hardware components and the other is the interactive self-service kiosk software. The hardware components include a digital interactive kiosk, which usually have touch screen, some peripherals and a few hardware accessories enclosed in a body which can be placed on floor or desk and it can also be mounted on walls. The interactive self-service kiosks can be further classified in two main categories, indoor and outdoor. The indoor self-service kiosks are the most common and widely popular since more than a decade now, however, the outdoor kiosks are also gaining popularity since past few years.

The biggest difference between the indoor and outdoor kiosks is their technical specification. The outdoor kiosks are made weather proof, have special cooling solutions, and the displays are made brighter than the indoor kiosks. Furthermore the interactive self-service kiosks hardware comes in two configurations, one is based on Android OS and the other is based on Windows OS. The kiosk category, class and platform depends on the software requirements.

What is Interactive Self-Service Kiosk Software?

The interactive self-service kiosk software is the actual brain of the system. All the source codes, programing and algorithms are part of the main software which is usually hosted on a server. The interactive self-service kiosk software can be hosted on online hosting, cloud or even at local in-premises data center. It can be divided into three main parts, the server side application, the administrative dashboard and the user interface (UIs) or client. The UI runs on the interactive self-service kiosk unit which also act as a client to the server. The administrative dashboard is basically the back office of the entire system.

It allows system admins to perform several tasks such as viewing the customer data, add/remove or modify the services offered through the system and collect analytical data from the system. The interactive self-service kiosk software’s server application is basically the main software engine which perform all the processes through its algorithms and process all the data and instruction from different users of the system. The interactive self-service software can be integrated with other enterprise tools, databases and central information center to synchronize data.

What is Interactive Self-Service Kiosk Software?

Features of a Best Self-Service Kiosk Software for Hotels

For any interactive self-service kiosk solution both the software and hardware are important, but the software plays the main role. There are tons of features that are completely independent of the hardware. Hence the software is far more important and complicated too. The interactive kiosk software make sure the customers get the service they want, if the software is not efficient, the customer experience would be bad. When it comes to the interactive self-service kiosk software, the businesses will have to decide between commercial off-the-shelf software and the custom software development.

The commercial off-the-shelf software (COTS) are quicker to deploy, have comparatively less initial cost, but have very limited functionality and most of the time the customization is not available. However, the custom software development take more time, has slightly higher initial cost, but offer exclusively build solution as per the business needs. The customized software offer more control, flexibility and freedom when it comes to customization, scalability and upgrades. In this blog we will list the key features of an interactive self-service kiosk software that are must to have for better efficiency and satisfactory customer experience.

Features of a Best Self-Service Kiosk Software for Hotels

Reduce Customer Wait Time and Improve Customer Experience

The common problem at a hotel or hospitality businesses is the customer wait time for the check-ins. Imagine a customer had a 6 hours flight, and they reached at the hotel and they will have to wait in a queue just to check in. That would be very stressful and frustrating. The interactive self-service check kiosk enable businesses to effectively manage customer footfall and reduce the waiting time. The customers can easily check-in from the self-service kiosk. The self-service kiosk software can be integrated with the booking management system and the property management systems which enables it to facilitate the self-check in process.

Usually the customers do online booking via a portal or hotel’s website. They can be issued with a unique serial number which serves as their booking number and in some cases the customers are also provided with a barcode. The interactive self-service check in kiosk can take the booking number and verify it from the relevant system to let the customer check in. In case of the barcode, the self-service kiosk can scan it and authenticate it from the relevant system.

Reduce Customer Wait Time and Improve Customer Experience

The customers then can either proceed to the counter to get the room key, or they can be issued with mobile-enabled electronic room key which usually works with NFC. The interactive self-service hotel kiosk can also have digital lockers which can have they physical key or they can be linked to a separate digital locker which holds the keys. This makes the entire check in process fully self-service and automated and the hotel doesn’t have to assign an employee for that. The complete interaction is a digital experience, which is fast, convenient and simply.

The interactive self-service hotel kiosk comes with an intuitive user interface (UI) which offers a multi-lingual dashboard to the customers with on-screen instructions and help customers go through the simple steps of self-check in. The freedom and control over the check in process improve customer experience. Furthermore the customers who doesn’t have prior booking can also use the interactive self-service hotel kiosk for self-check in.

Reduce Customer Wait Time and Improve Customer Experience

Most of the time the customers feel hesitant in enquiring from the customer service agents. There are several factors that cause this such as there could be another customer or a queue behind them, they are in hurry, the language barrier could be a problem and sometimes the customers don’t want to engage in lengthy conversations, hence they try to choose in hurry. However, with the interactive self-service hotel kiosk the customer can get all the relevant information on the screen and there is no pressure on them, they can check and recheck same option many times, they can compare several options side by side and they can add more add-ons in their plan.

At the interactive self-service hotel kiosk the customers can choose the language of their preference and all the information can be provided in their preferred language which also makes things easier for them to understand. Hence the customers end up selecting the best deal which raise their happiness and satisfaction. The freedom and control offered by the interactive self-service hotel kiosk is unmatched. That is the reason the customer experience can be significantly enhanced.

Offer Multiple Payment Methods

The interactive self-service hotel kiosk software can be integrated with several payment methods such as credit/debit card payment, online payment gateway, Apple Pay, Google Pay, and even cash also. This allow the customers to choose the most convenient payment method for them and add value to their experience. Furthermore the interactive self-service hotel kiosk software can also be integrated with online booking system, third-party booking systems, airlines, online and e-Commerce platforms, etc. Which enables it to link with promotions, discounts, vouchers, and packages market through different channels.

That is a very helpful feature, because in the modern marketplace the hotels and hospitality industry is utilizing several unorthodox techniques and engaging through multiple channels to maximize the sales and to attract different audience groups. The ability to accept different payment mode and to integrate different booking/selling channels in one system can significantly reduce the check in steps, effort and time. This helps hotels to significantly improve customer check in experience.

Offer Multiple Payment Methods

Push Promotions and Marketing Directly to the Customers

For any marketing campaign the customer reach is crucial, you should be able to reach to the right audience at the right time to maximize the outcome. Here in Dubai and all around the UAE the hotels and the hospitality industry always make attractive offers and launch promotional campaigns to attract more customers. The interactive self-service hotel kiosk have an intuitive and very attractive UI. It allow customers to navigate through available information very easily and let them find the best match for their requirements. Furthermore for any business it is important to maximize the size of the average sale.

The interactive self-service hotel kiosk comes with a large size touch screen display, which have enough real estate to display interactive features and promotional content side by side. This help hotel management to increase the size of an average sale and let customers add more add-ons, features, offers, etc. to their purchase. Which help generating more revenue and increase the profitability of the business. Furthermore the multimedia marketing content also help increasing communication and customer engagement and help hotels understand the response of their campaigns for improvements.

Push Promotions and Marketing Directly to the Customers

Personalized Experience Increase Customer Royalty

Another great feature of the interactive self-service hotel kiosk is that it can be integrated with the customer relationship management system which enables it to access the complete details of the past interactions with the same customer. This allow management to build more personalize customer experience while they are interacting with the kiosk. For example sometimes customers want to stay in the same room they stayed in past, but when they made booking they didn’t select that, so while check in if that room is still vacant the interactive self-service hotel kiosk software can prompt a message to inform them if they want to check in to that same room or not.

Sometimes the customers may have availed particular services which can be offered again or sometimes similar services are at discount they can be offered to the customer. Sometimes customers have some complaints, the interactive self-service kiosk can highlight that they will not face that again, or it can tell them how those particular issues had been addressed, etc. All these features help offering a personalized customer experience which tells customers that the business value them and help gaining their trust. The customer trust increase customer loyalty and help hotels get repeated business from those customers.

Personalized Experience Increase Customer Royalty

Centralized Management Boost Efficiency and Productivity

The interactive self-service kiosk software is hosted at a server and it can integrate with other third-party tools, enterprise solutions, databases and systems which enable it to offer a fully centralized management system. The head office can have full control over all connected branches, they can monitor interactive self-service hotel kiosk in real-time. All the check-ins, customer interactions, feedbacks, etc. is registered at the central information center which allow head office, branch or facility manager to get live updates from the system at their administrative dashboard.

Furthermore the centralized management structure also allow the head office to make changes all across the network in real-time such as if the policy got updated, if new promotional campaigns are launched, if the rates got changed, or any announcement or news can be pushed to all connected kiosks or to selective kiosks if needed. These updates are immediate, as all of the interactive self-service hotel kiosks are connected to the same network. Moreover the head office can monitor and track the performance of each branch and can analyze the business intelligence data collected from each kiosk to boost the performance and productivity.

Centralized Management Boost Efficiency and Productivity

Better Checkout Experience, Customer Feedback & Business Intelligence Data

The check ins are crucial but the checkout experience is also important too. Any unnecessary delay in checkout could completely ruin the customer experience. The interactive self-service hotel kiosk offers self-checkout 24/7. The customers can instantly checkout using the interactive self-service hotel kiosk. Furthermore the hotel can offer them some discount vouchers at the check out to encourage them to come back again, etc. They can request them to sign-up for the newsletter to get future promotions and communications, etc. All these things help improving the relationship with the customer.

The hotel management can effectively collect customer feedback at the checkout or even at the check in process. Which can help them understand the customer behavior, their preferences, their liking/disliking, needs, expectations and demands. The customer feedback data is very helpful in improving the customer experience and services. The interactive self-service hotel kiosk software is a very capable digital tool, it can collect in-depth businesses intelligence data which includes analytical data, system usage stats and customer feedback. The business intelligence data help hotels evaluate their current processes, strategies and customer experience.

Better Checkout Experience, Customer Feedback & Business Intelligence Data

Balanced Workload Improve Employee Performance

The hotel check in is usually the first human interaction with the hotel employees. At the check in counters, the service agents welcome the customers. If the footfall is high then queue formation is inevitable and in hospitality industry the queues are one of the major cause that effects the customer experience. The queues not only increase customer wait time but also cause several other problems. No one wants to stand in waiting lines, thus people got irritated and stressed when they face queues. Which further makes it difficult for the employee to satisfy them. The interactive self-service hotel kiosk help management reduce the workload of the employees and service staff by directing some of the customers to the self-service kiosks.

When the employee and service agents got engaged in queuing tasks, their performance declines as they can’t fully focus on their primary tasks. However with the balanced workload they can easily focus on their primary tasks which improve their efficiency and the service quality. The interactive self-service hotel kiosks help hotels and hospitality businesses make better resource planning and management strategies to maximize the performance of the employees and the quality of the service.

Balanced Workload Improve Employee Performance

Scalability, Upgrade and Future Readiness

One of the biggest advantage of the interactive self-service hotel kiosk is that it is very flexible towards customization and upgrades. Since it is a customized and tailor-made solution which is exclusively build for the hotel, the ownership rights belongs to the hotel/business and not the custom software development company. This provide hotels complete independence from the vendor, they can setup in-house team manage and maintain the system or they can outsource it to any vendor they want. This also save them from unnecessary scaling and upgrade cost.

The hotel can issue as many licenses as they want, they can redistribute the interactive self-service kiosk software to their partners or subsidiaries or anyone else. They will have full ownership of the software and the hardware. On top of that the customized interactive self-service kiosk software and hardware are built using widely available technologies which means the maintenance, further customization and upgrade cost will be low. Hotels can easily find experts to customize or maintain the system for them.

Scalability, Upgrade and Future Readiness

This also increase their future readiness, because the technology evolves very quickly, a new technology implementation at a department could impact the entire digital infrastructure. The compatibility and integration issues are very common whenever a business implement a new technology. Furthermore the market trends, business practices and methodologies are also subjected to gradual changes and sometimes major revamps. All these factors could impact any system or digital tool a hotel is using, however, with the customized interactive self-service kiosk software, all these changes, needs and demands can be handled very conveniently.

Establishing new integrations with the new systems and sorting out compatibility issues is fairly easier with the customized interactive self-service hotel kiosk software comparing to any commercial off-the-shelf solution. Since the customized software are owned by the business who uses them, it is easier to customize them in any way possible. There is no restriction, additional licensing cost, or any such thing involve. Which increase the future readiness and also help increasing the lifecycle of the system which is why customized software always have better ROI comparing to the commercial off-the-shelf solutions.

Scalability, Upgrade and Future Readiness

See More: Best Customer Feedback Strategy in 2022

Conclusion

For hotels and hospitality businesses maintaining satisfactory customer experience is a big challenge, especially in a competitive market like UAE. Here in Dubai and all around the UAE the hospitality industry is rapidly growing which is inviting more businesses to the market. Competitive markets always led to high standards, which obviously means more running expense. However, businesses keep looking for solution which can reduce or optimize their operational cost without compromising the quality of work they produce. The interactive self-service hotel kiosk is one of the modern solution to deal with this problem, it not only minimize the operational cost and help businesses save some cost, but it also significantly enhance the customer experience. It help hotels offer excellent service via self-service kiosks which help reduce the workload of the employees and also help improving their performance.

The interactive self-service kiosk software is a modern AI (artificial intelligence) based smart software, which offers several innovative features to enhance the customer experience and to maximize the efficiency. The integrated software also help management have more visibility on the operations and provide them with intensive business intelligence data which help them evaluate their processes, policies, strategies and work flows. Businesses can aim for much higher goals by implementing modern technological solutions. RSI Concepts is a leading interactive self-service solution provider, if you want to learn more about interactive self-service hotel kiosks or if you want our help to implement a most productive and cost-efficient 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.

Posted in Self Service Kiosk | Tagged Hotel self check-in app, Hotel self check-in technology, hotels with self check-in kiosks, Self-service hotel, Square self-service kiosk | Leave a comment

Top 10 Self-Service Technologies

Posted on December 12, 2022 by admin

Top 10 Self-Service Technologies

The customer experience and customer satisfaction is crucial for any business’s success. If a business failed to deliver good customer experience and satisfactory service, they are most likely to fail. In Dubai and all around the UAE the businesses across all industries are very eager to improve just that. Business invest a lot of resources and efforts to enhance customer experience and to increase customer satisfaction. The customer satisfaction and happiness help businesses gain customer trust and let them build strong relationships with the customers.

The customer loyalty is one of the most important factor in the success. Loyal customers tend to stick with their favorite brand, they do repeated business, they have higher tolerance for negative interactions, and they spread good words about the business which also help attracting more customers. The customer retention is crucial to maximize the profitability and to ensure a steady growth. In the pursuit of customer happiness, business started adopting technology based solutions to improve both customer experience and internal work flows.

Top 10 Self-Service Technologies

The self-service technology is a great tool to enhance customer experience and to improve internal processes. Basically the self-service is method of delivering a service which doesn’t require any staff intervention. The customers are provided with a technology which enables them to avail the service without requiring any staff assistance. The marketplace have changed drastically in past few decades, in fact the past few years had profound impact on the market trends and customer behavior.

The self-service is not as that new, however, the rapid adaptation of self-service solutions are fairly new and we have witnessed in past few years that the self-service solutions are getting more common than ever before. Especially if you are living in Dubai or anywhere else in UAE you must have seen the very common mobile top up kiosks, which offer a variety of services through intuitive user interfaces and enable easy access to those payment services for millions of users on daily bases. In this blog we will discuss top 10 self-service technologies which can help businesses achieve their goals.

1. Automated Teller Machines (ATMs)

The automated teller machines or ATMs are the most common interactive self-service technology and in fact it is the very first self-service technology that has been introduced in 1967 in United Kingdom. The ATMs are one of the best example of self-service technology and are commonly available all around the world. Without the ATMs the customers will have to visit the bank branch to withdraw and deposit money. The customers will have to take time to visit to the bank, they usually had to face long waiting lines, and then the process was manual too, which also take time.

All these factors was not only harming the customer experience but also putting pressure on the banks. Furthermore the each bank have limited resources, they only had limited number of branches which was also another reason for large footfall. This was also limiting the market reach of the banks. However, with the ATMs, bans can now reach out to much wider audience without bearing huge cost. The ATMs are very cost-efficient and can offer a number of services to the customers without any delay or interruption, they operate 24/7 and customers can always find an ATM closer to their home or work.

Automated Teller Machines (ATMs)

2. Self-Service Food Ordering Kiosks

The self-service food ordering kiosks are also very common in the country. Many popular food chains and different small and medium size restaurants and food businesses are using self-service food ordering kiosks. The biggest advantage of the self-service food ordering kiosk is that it can provide instant service, it help reducing the workload of the employee during the peak hours and help improving the customer experience. Furthermore the self-service food ordering kiosks can greatly enhance the customer experience by providing them more freedom and control over their order. Traditionally when a customer arrives at a sales counter, they are pressured by the queue behind them, they sometime feel shy in asking too many questions, and sometimes they just don’t want to extend their interaction.

All such problems can be eliminated through the self-service food ordering kiosk. The self-ordering kiosk help customers by providing them more information and enable them to make the payment via their preferred payment method such as cash, debit/credit card, Apple Pay, Google Pay, etc. The self-ordering kiosk is also very beneficial for the business, it improve the branch efficiency, help businesses increasing per sale volume and enable them to effectively promote their latest offers and high value items which help generating more revenue.

Self-Service Food Ordering Kiosks

3. Interactive Hotel Self-Check In/Checkout Kiosk

The Dubai and in fact the entire UAE is a hotspot for tourist and business activities in the region. The hotels and hospitality industry is booming and showing steady growth. That is the reason the industry is also very competitive and the industry standards are slightly higher. In such circumstances it is crucial for a business to offer satisfactory experience. The check-ins and checkouts are the most crucial part of customer journey. It is important for the hotels to make sure the customers get a happy interaction at these points. The hotel self-service check-in and checkout kiosk help improving customer experience. As it offers instant service and let customers avoid the waiting time at the reception.

Furthermore the hotel self-check in and checkout kiosk can offer multiple services such as the customers can interact with the system via multi-lingual intuitive user interface (UI). The customers can make payment, confirm their bookings and make changes to their package and plan right at the self-service hotel kiosk. Furthermore it help reducing the traffic at the receptions and also help hotels to offer promotions, add-on services and much more at the kiosk which attract more customers and help increasing average transaction size. The hotels can also collect customer feedback and offer them a personalized experience via the intelligent self-service hotel kiosk software. It help them offer excellent experience, generate more revenue, collect business intelligence data and in resource planning processes.

Interactive Hotel Self-Check In/Checkout Kiosk

4. Self-Service Information Kiosk

The self-service information kiosks starts gaining the momentum since past few years, especially at public areas where larger footfalls are expected. The information kiosk help businesses to provide useful information to the customers and visitors without engaging the employees. Usually some businesses have dedicated information counters, or in some cases the customers and visitors ask the service agents to provide them with the required information which not only put extra workload on the employees but also cause inconvenience for both the customers and the employees. Sometimes businesses will have to hire additional staff to meet such needs.

However, a self-service interactive information kiosk not only provide information to the customers and visitors. The customers can check for the pre-requisites for the services such as the list of the attachments with the form/file, the information about registration process or the information about the service itself. While using an interactive self-service information kiosks the customers can interact in any preferred language they want, and they can also share the information to their smartphones or email, if they want. Similarly the information kiosks help businesses improving the customer experience and also help them reducing the resource and expenses.

Self-Service Information Kiosk

5. Self-Service Wayfinding Kiosk

The self-service wayfinding kiosks are common sighting at shopping malls and large facilities. These kiosks are very helpful for the customers and visitors at the shopping malls, restaurants, public offices, government facilities, educational institutes, healthcare facilities and for outdoor venues. The main reason to use the self-service wayfinding kiosks is to enhance the customer experience. It is always difficult to navigate through large facilities. That is why customers keep arriving at the information counters and keep asking employees for directions, etc.

However, an interactive self-service wayfinding kiosk can help customers and visitors to easily find their destination. The businesses can provide all the relevant information through the self-service wayfinding kiosk. There are two major navigation types, 2D and the 3D. Now a days the virtual tours are also gaining some momentum. Whatever the case is the self-service wayfinding kiosks are very helpful for the customers and visitors. The businesses can also provide the complete contact directory along with the other materials that improve customer experience. Businesses can also publish marketing content and communication at the self-service wayfinding kiosk. The interactive self-service wayfinding kiosks are a great tool to improve customer experience.

Self-Service Wayfinding Kiosk

6. Self-Registration Kiosk

The self-registration kiosk is a great tool to facilitate large footfall at exhibitions, events and other such activities. The self0registrastion kiosk is an integrated solution however, it can also work as a standalone system. The customers and visitors can reach to the self-registration kiosk and register for the event, exhibition, or any other purpose. As the name suggest the self-registration kiosk is used to facilitate the registration process. The kiosk is usually equipped with the required features that allow the customers to complete the sign up process. For example, the physical keyboard and track pads are common, however, the modern kiosks also utilize on-screen key-boards.

The self-registration kiosk can use multiple methods to validate the user data by integrating with the Emirates ID Card Reader, Passport Scanners, Barcode/QR Code scanners, etc. The self-registration kiosks are integrated with the customer data base or any other business tool. It can be integrated with the centralized information center to further improve the registration process. The self-registration kiosks are very good to help reducing the queues and the crowed formation at such events. It also help reducing the workload of the employees and improve their performance which enables businesses to reduce the cost and improve profitability.

Self-Registration Kiosk

7. Self-Service Airport Kiosks

The airports and mass transit facilities are with the high footfall and the crowed formation is common in such places. The crowed formation at airports cause several problems for the management and also harm the customer experience. For airports the customer experience and performance are the most crucial aspects of their progress and growth. Another big problem the airport management face is the efficient resource management. Everyone knows the airports experience could be frustrating for an average traveler, there could be delays, crowded waiting areas, too many formalities and multiple queues. This all add up to the traveler’s frustration and ruin their experience.

The self-service airport kiosk can help both airport and travelers to expedite the processes and help improving the customer experience. The travelers can utilize a self-service airport kiosk for boarding process. The kiosk can also dispense the boarding passes and can be very helpful in immigration process and other steps. The self-service airport kiosk are also compatible with other hardware and software accessories such as passport and ID card verification and authentication tools and they can be integrated with airline systems, booking services, and airport systems to improve the functionality and customer experience.

Self-Service Airport Kiosks

8. Self-Service Retail Checkout Kiosk

The retail industry is one of the most competitive industries in Dubai and in fact in the entire UAE the retail marketplace is very competitive, dynamic and evolving at a rapid pace. The purpose of self-service retail checkout kiosk is to provide customers instant service and improve their experience. The biggest cause of customer churn in the retail sector is the longer queues at the service counters which cause sales loss and also impact business reputation. The self-service retail checkout kiosk offer multi-lingual intuitive user interface which is also integrated with multiple payment methods and the reward programs. The retail kiosk comes with some basic hardware accessories such as barcode reader, QR Code scanner, RFID Scanner, weighing scale, etc.

The self-service retail kiosk allow customers to checkout without requiring any help from the cashiers. This can speed up the checkout process and it also gives customer more freedom and control. The self-service retail checkout kiosk is also linked with the inventory management system and POS system and automatically update the required databases. The self-service retail kiosks is a fully integrated solution which allow customers to print and scan the discount vouchers and access reward program easily. Furthermore the retail businesses can also run promotions and make announcements at the self-service kiosk to improve the communication with the customers.

Self-Service Retail Checkout Kiosk

9. Self-Service HR Kiosk

The human resource (HR) is one of the most crucial business function. Its responsibility is to ensure the business have the right skills and technical workforce all the time. Their major tasks are hiring right talent, employee retention and better performance. The employee retention depends on the employee happiness and employee satisfaction. The HR offers a variety of services to the employees, for that the employees have to visit the HR office. Usually the footfall at HR offices is high, there is a lot of paper work involved in day-to-day tasks, and the employees have to wait a lot even for very basic services. That is why the HR departments utilize the interactive self-service HR kiosks to offer quick services to the employees and to make the service delivery mechanisms easy and convenient for employees.

In fact the self-service HR kiosk is equally beneficial for the HR staff as well. It help businesses digitalize most of the HR operations, reduce the footfall at HR offices, minimize the paper work and automate several services. The employees can print their salary slips, they can check their bonuses, over time, etc. Employees can update their documents, they can book appointment for the HR, they can apply for leaves, and they can manage their loans and much more. The self-service HR kiosk is the most efficient way to provide HR services to the employees who are working off campus and it also help employees who are visiting the HR office.

See Also: What is HRMS Self Service Kiosk?

Self-Service HR Kiosk

10. Self-Service Kiosks for Government & Public Offices

The government and public offices in Dubai and all around the UAE have literally transformed the administration in the region with intensive integration of digital solutions and offerings of e-Services. However, the government and public offices are the organization who still have very high footfall. This means that during peak hours an average customer might have to wait for extended period of time which have very negative impact on customer experience and happiness. The Government of the UAE focus a lot on customer happiness and satisfaction. The government is offering a variety of e-Services through online channels since more than a decade now.

The existing IT infrastructure of the UAE governments enabled them to immediately implement a vast variety of online services during the 2020 pandemic. In a few recent years we have also noticed a huge increase in the self-service kiosks at government and public offices. The government organizations are offering a multitude of services which include document processing, online registrations, payment, printing and scanning of documents, and much more. All these services are available to the customers without any delay, the self-service kiosks at government and public offices are offering instant services through multi-lingual interactive self-service kiosks which is also helping in reducing the workload of the service teams, and improving their performance.

Self-Service Kiosks for Government & Public Offices

Emerging Online Self-Service Technologies

We have already discussed the most important and effective self-service technologies but here are a few more emerging online self-service technologies that are also gaining momentum. The online self-service platforms and channels are gaining popularity due to their more convenient and easier access and more flexibility. Here are a few top online self-service technologies:

Self-Service via Mobile Apps: The smartphone apps have proven to be the most successful channel in delivering customer services. The smartphone apps can offer a variety of features to the customers and help organizations and businesses offer a personalized experience to maximize the efficiency of the apps and customer satisfaction.
Online Customer Portals: The online customer portals are designed to organize and improve the communication and customer experience. The customer portals are usually online web-pages or web-apps that allow customers to interact with the business. Businesses can offer a variety of services via online customer portals with ease of access and convenience.
Chatbots and Auto-Answer: The chatbots and auto-answering call centers are a great self-service tools for modern customer service centers. Most of the time the customers have small enquiries and it is far more convenient for the customers to get support through these AI (artificial intelligence) based support tools and it also help improving the efficiency of the customer center.
Websites and FAQs: Obviously the websites and FAQs are not a new thing, however in past few years these channels emerged as a very efficient self-service technology. The gen-z and the most of the customers are very familiar with websites and online channels, they prefer to look up to the internet to find a solution before reaching out to a customer support/service center.

There are a lot of other self-service technologies that are also gaining popularity around the world. No matter what technology or platform businesses use but one thing is for sure they must have to focus on the digital customer experience and especially the self-service channels in 2023 and for many more coming years.

Emerging Online Self-Service Technologies

Conclusion

The markets are evolving rapidly not only in the UAE but around the globe. The customer behavior is changing, their demands are increasing, and the market trends are also rapidly changing. In such circumstances the continuous evolution and the growth puts extra pressure on the businesses. The competitive markets and the skyrocketing customer demands increase the importance of the customer satisfaction. Businesses adopt and implement several technologies to achieve their short term and long term goals. The self-service technology is one of the most rapidly growing industry in Dubai and all around the UAE. The self-service technologies offer easy access and more freedom to the customers which help improving their experience and raise their satisfaction.

The self-service technologies also improve internal processes with the help of digitalization and automation. The self-service technologies are inexpensive, easy to design and deploy, have longer lifecycle and are easy to operate and maintain. That is why more and more businesses are adopting self-service technologies. RSI Concepts is a leading self-service solution provider in Dubai, UAE. If you want to learn more about the subject or if you want our help to design a customized self-service solution for you, 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 technology, Benefits of self-service technology, Disadvantages of self-service technology, impact of self-service technology on consumer satisfaction, What is self-service technology | Leave a comment

Best Features of People Counting Software

Posted on December 10, 2022 by admin

Best Features of People Counting Software

The people counting solutions are not new to the retail and service industry. Majorly it is the retail sector who utilize people counting solutions, however, public offices, mass transit, exhibitions and events management, facility managements, and government offices also utilize people counting solutions. In the beginning the people counting solutions were started as a manual processes, later replaced by basic technology devices which calculate the people entering or leaving a premises. Then over the time the technology have become more complex and the data become more accurate.

However, with the traditional people counting sensors and devices such as IR Sensors, Ultra Sonic Sensors, Thermal Cameras and dedicated people counting cameras have very low accuracy rate of around 80% to 90%. The biggest problems with the dedicated people counting sensors and cameras devices is that they have to be installed separately and require maintenance and management and on top of everything the deployment cost is also very high.

Best Features of People Counting Software

What is People Counting Software?

The people counting software is unlike any traditional people counting solution as it doesn’t require any dedicated hardware device. The people counting software is built on AI (artificial intelligence) based smart image processing algorithms which enables it to get direct video feeds from the CCTV surveillance cameras and process them to extract people counting, customer behavior and other analytical data. The biggest advantage of the people counting software is that it doesn’t require any additional hardware, which significantly reduce the initial cost and furthermore it is based on smart object identification algorithms which can distinguishes between the human and non-human objects and increase the system accuracy to up to 96%.

The highly accurate data and additional features make people counting software superior than any other existing people counting solution. Moreover the businesses can also link all branches and integrate the people counting software with any other third-party tool or database.

What is People Counting Software?

Here are the Best Features of People Counting Software

The businesses in Dubai and all around the UAE are rapidly adopting people counting software. There are several different solutions available in the market, however, only a few of them are offering great value in terms of cost and features. Here are some key features of people counting software that are very helpful for businesses:

Real-Time Footfall Count and Analytics

The AI (artificial intelligence) powered people counting software has highly sophisticated and smart image processing algorithms which enables it to collect customer footfall data from the live feeds of the CCTV security cameras. The smart software engine has highly advanced object identification mechanisms which enables it to distinguish between human and non-human objects. All these features help increase the accuracy, in fact the people counting software is proven to be the most accurate people counting solution ever.

Traditionally the people counting systems significantly reduce the accuracy of the data when the footfall increase. This is due to the limitation of the hardware sensors that are used to measure the people count, furthermore the calibration for such dedicated sensors could also affect accuracy. The occupancy level or the footfall count data of a people counting software is highly accurate with the accuracy of around 95% to 98% with a much wider coverage area and better capabilities to handle the large influx. All this people counting analytical data is available in real-time and also stored in the system for later use.

Real-Time Footfall Count and Analytics

No Need of Dedicated Devices and Sensors

One of the biggest advantage of the people counting software is that it doesn’t require any dedicated hardware device or sensor. That is very important for both small and large businesses, as installing new hardware devices is a complicated task, it has additional cost, it requires additional maintenance and management. Traditionally the people counting solutions requires different types of sensors and hardware devices, each technology have different coverage areas and different installation protocols, sometimes businesses have to install multiple devices in order to meet the coverage needs.

Furthermore it is not just the people count that is important for a modern business, in fact it needs a lot more to effectively improve its product positioning, marketing campaigns and overall operations. The people counting software doesn’t require any additional device or dedicated sensor, in fact it can be integrated with the existing CCTV security network and it turns all cameras into very powerful and accurate sensors for the system which enables it to collect a wealth of analytical data for businesses.

No Need of Dedicated Devices and Sensors

Collect Visitors’ Demographic Data

Collecting visitors’ demographic data is one of the best feature of the people counting software. No other traditional people counting solution can collect customers’ demographic data. The people counting software’s AI based advanced image processing algorithms can process the CCTV feed in real-time and can easily identify a visitor’s age group and gender such as kids, adults, elderly people, male, female, etc. This data is a treasure trove, especially for modern retail industry.

Businesses and organizations can gain a great competitive advantage with having visitors’ demographic data. This data help them catering the customers’ needs by offering them better products, services and it also help improving the marketing campaigns. The demographics data help businesses acquire a better understanding of their visitors and help them build their future strategies accordingly. Businesses can also base their marketing campaign, inventory management, resource planning and other operational activities based on the visitors’ demographic data.

Collect Visitors’ Demographic Data

Get Heat Map Analysis Data

The heat map analysis data is one of the crucial part of a modern AI based people counting software. The heat map is basically a full record of customer movement within the premises, it highlights how the customers and visitors are moving within the premises. The customer movement is tracked and recorded in a very intuitive way which is called heat mapping, the heat map shows different concentration of people in different colors and overlay that information on a floor plan of the premises which enable the management to understand the customers’ movement within the premises.

The data is highly accurate and tells management how customers and visitors are moving, which routes they are taking and which areas are getting more customer attentions, etc. It help management identify the popular and unpopular sections of the retail store or the premises and help them improve their inventory management strategy. The heat map data is also helpful in resource planning and help improving the marketing campaigns and overall operation of the business.

Get Heat Map Analysis Data

Monitor Customer Dwell Time

Another remarkable feature of a modern AI based people counting software is the ability to monitor customer dwell time. The customer dwell time is the time that any customer spent in any particular region or spot within the premises. The dwell time is a very crucial matric it tells management which products, areas or spots are popular among the customers and let them understand why people are spending more time in those areas and regions. The customer dwell time is calculated continuously and it is visually overlapped the floor plan of the premises which further help the management to easily understand it.

The management can improve their marketing strategies, inventory management, internal arrangements, resource planning and the entire operation based on this data. For large premises and even open venues the customer dwell time is a very crucial matric to understand customer behavior. Customer tend to spend more time in places or in front of products which they find interesting or appealing, and vice versa. The customer dwell time can significantly improve the understanding of the customer behavior.

Monitor Customer Dwell Time

Monitor Customer Churn Rate

The customer churn rate is one of the most important matric for the businesses. Because the customer churn could also cause a huge sales loss. The customer churn rate is basically the measurement of the number of customers who visited the businesses but left without making any transaction. There could be several reasons, such as they might not find what they were looking for, they were just window shoppers, or they felt the counters are too busy. Usually it is the queue at the counter which cause the rise in customer churn and it is due to poor resource management or simply too much customer influx.

It is important to understand and address the actual cause of the customer churn because these customers are genuine opportunities that a business is missing out and these opportunities can have a huge impact on the overall sales. The people counting software help businesses understand the customer churn rate. It can be integrated with the POS or the financial/sales system and the number of people arrived can be compared with the number of sales to measure the customer churn. Furthermore the heat map analysis and customer dwell time also help understanding the causes of the customer churn.

Monitor Customer Churn Rate

Improve Marketing Campaigns

The marketing is one of the most crucial aspect of any business. It assures the success and failure and could have huge impact on the overall performance of the business. Businesses use a variety of different methods for marketing. Some businesses place digital signs, offers and promotions at their premises along with digital marketing and other traditional marketing campaigns. Basically the purpose of each marketing effort is to increase the customer footfall.

The customer footfall tend to be directly proportion to the sales. As many visitors a business will have as much sales they will make. That is why businesses invest huge amount of resources and revenue in the marketing efforts. The people counting software can help businesses evaluate and asses the success of their marketing efforts. Businesses can easily identify a slight increase or decrease in the footfall and they can compare it with the sales data to understand the actual impact of the marketing campaign.

Improve Marketing Campaigns

The in store efforts can be scrutinized by analyzing customer behavior and interest in the content and the digital or other traditional marketing campaigns can be evaluated by measuring the increase in the sales and footfall. Businesses can closely monitor the people counting software data while making changes and fine tuning their marketing campaigns to maximize the efficiency. The customer footfall count, the customer dwell time and the heat map analysis can offer a wealth of valuable business intelligence data which not only help businesses evaluating the existing marketing campaigns but also help them build their future marketing campaigns.

For example, if a digital sign is installed, businesses can monitor how many people spend time in front of it, or how many people take a different route to approach that digital sign. If the business have started a social media marketing campaign, they can monitor the campaign’s impact on the footfall and sales. Thus the people counting software is also very helpful in making your marketing campaigns more effective and impactful.

Improve Marketing Campaigns

Monitor and Improve Employee Performance

It is important for businesses and organizations to ensure excellent customer experience. Which is impossible without efficient resource management and optimum employee performance. The people counting software is capable to distinguishing the employees from visitors, it can detect and identify employees with 100% accuracy. The people counting software monitor and track employee movements within the premises. It capture their dwell time and also provide heat map analysis. This enable the management to understand which employee is spending how much time in most productive areas and what can be done to improve the productivity.

Businesses can compare their employee positions during the peak hours and drive better strategies to improve employee performance throughout the day. Furthermore the business management can also make future plan to improve resource management strategies which results in better employee performance. The management can also plan service and other activities accordingly to further enhance employee performance during the peak hours and normal day to day operations.

Monitor and Improve Employee Performance

Have a Centralized Monitoring System

The people counting software is a very powerful tool. It comes with a main server side core application, which is hosted on a server, either online or in local data center. This allow the businesses to connect all the branches with the people counting system. Furthermore the people counting system comes with intuitive dashboard interface to monitor and view analytical data of the system. The head office can view all the connected branches and it can also assign local branch managers for each branch with limited visibility. It means that the branch manager will be able to view the data from their branch only or if more than one branches are under that manager they will be able to view that data too.

However, the head office management will be able to view the data form all connected branches. This help establishing a centralized monitoring and management structure which not only increase the effectiveness of the system but also improve the decision making capabilities of the senior management.

Have a Centralized Monitoring System

Easy Deployment and Scalability

The people counting software is a server based application which means that all its algorithms and processes are done on a server. All the source code is deployed on a server which allow businesses to deploy the system in their local data center or at a cloud or at an online hosting platform. This also enable the people counting software to offer centralized management system and also offer better security and performance. The initial cost of the system is also relatively lower as the system doesn’t require any additional hardware to install and also doesn’t require IT infrastructure at each branch. The people counting software doesn’t require much maintenance in fact and if is hosted in a hosting or at a cloud, then most of the maintenance is taken care by the service provider.

Furthermore adding more system users, branches and increasing the coverage area is also simple and doesn’t have any additional cost. Once the business acquire the system they are free to connect more branches only just a small cost of integrating more branches might be applied. That is why the operational and maintenance cost of the people counting software is very low and the ROI is excellent.

Easy Deployment and Scalability

Conclusion

The modern day marketplace is heavily driven by the data and information. The business who can collect valuable business intelligence data tend to outperform businesses who are still following traditional practices. For businesses the customer experience is a crucial aspect of their day to day operations. A happy customer experience means the customers will return and if they are more satisfied they will recommend your brand to others as well. An unhappy experience means the customer might never return to your business and they could also share negative remarks about your brand.

Although the digital marketing have taken over the traditional marketing but the word of mouth is still a key component for brand image building. Although with the digital channels and platforms such as social media and the online reviews the customers can still share their opinion about the brand in the online world. The people counting software is one of the most effective technological solution for the modern problems and needs of a business.

The people counting software is far superior to any traditional footfall counting technology. It doesn’t require any additional hardware device or sensor, in fact it convert your existing CCTV security cameras into very powerful sensors. The AI (artificial intelligence) based algorithms and the powerful software engine can not only accurately measure the footfall but it can also collect a wealth of analytical data that can help business identify the problems in the customer journey, help them understand customer behavior, demographics and much more.

It also help them in improving many processes such as the marketing, inventory management, resource planning and the entire operations of the business. RSI Concepts is a leading people counting software provider in Dubai, UAE. If you want to learn more about the subject or if you want us to deploy a highly effective and cost-efficient people counting software 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 People Counting Software | Tagged Camera counting software, Footfall counter for retail, People Counting, People counting camera, People Counting Software, People Counting Systems | Leave a comment

Best Customer Feedback Strategy in 2022

Posted on December 9, 2022 by admin

Best Customer Feedback Strategy in 2022

The customer feedback is an extremely important part of a business strategy. It is absolutely essential for customer satisfaction and customer happiness. The customer satisfaction drives customer loyalty, and the customer loyalty is crucial for customer retention. The customer retention helps business grow. Studies have shown that acquiring a new customers can be 5 to 25 times more expensive than selling to an existing customer. Obviously different industries have different dynamics, but one thing is certain that acquiring a new customers is much more expensive than selling to an existing customer.

A customer will only make a purchase again if their previous experience was satisfactory. The businesses who tend to grow each year are most likely to have an excellent strategy to listen to the voice of the customers. Because the customers understand your products and services better than you. Getting their opinion will help you understand what customers are liking and what they are not appreciating about your products and services. That is why the customer feedback plays a crucial role in improving customer satisfaction.

Best Customer Feedback Strategy in 2022

When it comes to the customer feedback business in Dubai and all around the UAE are well-aware of its importance, however, some of the business take it more seriously than the rest. There are several methods and techniques that are used to integrate the customer feedback in the decision making process. Whenever a business requires to collect customer feedback they appoint a manager for the project. Usually it is customer experience manager who take responsibility to building a customer feedback strategy and executing the plan.

However, not each campaign produce equal results for all businesses. This is due to the difference between the methodologies and practices that a business follow to execute a customer feedback campaign. Obviously each business is different from the other, different methods and techniques produce different results in different industries. In this blog we will discuss the key component of a customer feedback campaign which are universal across all industries and can greatly help the customer experience manager to produce the desired results from the campaign.

What is Customer Feedback in 2022?

By definition the customer feedback is listening to their voice or taking their opinion about the business, its products/services and every interaction which can help the businesses to understand the strength of their relationship with the customer and help them identifying the causes that can improve or weaken this relationship. Basically the customer feedback is the customer’s prospective of the business. The customer feedback is technically the same thing in 2022 as it was from the time of beginning. However, there are some fundamental differences in a modern day feedback which have completely evolved the customer feedback in 2022.

Now a day’s business have to have a better plan and strategy to achieve the goals of the customer feedback collection campaign. Another huge difference between the old-school or traditional customer feedback and the modern customer feedback is the digitalization and it expands to both internal and external audiences. Furthermore the traditional customer feedback campaign was a manual process, however, the modern customer feedback campaign is a semi-automatic and highly efficient digital process.

What is Customer Feedback in 2022?

How to Develop a Customer Feedback Strategy in 2022?

The customer feedback strategy involves research, planning and execution of collecting customer feedback data and then integrating it in decision making processes to take appropriate actions. This may sound simple but it is not. Every business strives for the best, the evaluation and improvement is a continuous process in healthy business environments. The businesses in Dubai and all around the UAE conduct two distinguished types of feedback campaigns, the internal feedback and the external feedback. The internal feedback is a major part of the performance management strategy and it is a completely different topic altogether.

In this blog we will only discuss the customer feedback which comes under external feedback however, in case of service-based industries the customer feedback also includes feedback about employee performance, which is majorly related to their interaction with the customers. Before we jump into steps of making a customer feedback strategy it is important to understand what are the purposes of collecting customer feedback? Because the objectives and goals of the customer feedback will largely determine the customer feedback strategy.

How to Develop a Customer Feedback Strategy in 2022?

Make Improvements: No matter how good your sales are and how many subscribers your services have, there would always be a room for improvements. The marketplace is rapidly changing in Dubai and all around UAE. The customer feedback will tell you how well your products and services serve your customers and what else can be done to increase their satisfaction.
Gain Competitive Advantage: If a business managed to align its decisions and strategies with its customers, it can gain a great competitive advantage. All competitors offer relevant solutions, the competitive analysis is a great strategy but it is the customer feedback which can tell you what you are offering or can offer to be better than the other competitors.
Make Informed Decisions: Sometimes the managers and stakeholders make decisions based on their own experience and they make assumptions or take guesses of what the customer might be wanting. The success rate of such decisions is relatively low and the risk is too high. However, the customer feedback data help businesses make informed decisions.
Be More Reactive: The market trends change very quickly, this demand businesses to be more reactive to keep up with the changes in the market trends and customer behavior. The customer feedback will keep you informed such as if certain features of your products are outdated, or has been replaced with more advanced features, of if there is defect in the product, etc.
Improve Product Development: Estimated the ROI for any new product or service is crucial for a business. The customer feedback can help businesses build customer-friendly and most desirable products and services. Businesses can get customer response about several features they are considering to propose in the new product to make the product development process effective.
Improve Service Quality: The service quality is one of the most important aspect of the customer satisfaction. The customer feedback provide an in-depth understanding of the customer service and help businesses identifying the causes of negative customer feedback. Which can be rectified gradually to improve the customer service quality.
Improve Customer Experience: The customer journey and customer experience have huge impact on business’s sales. The customer feedback data help businesses highlight the areas of improvements and enable them to enhance the customer experience. A good customer experience means more customer satisfaction and higher loyalty.
Improve Customer Relationship: When businesses ask customers about their opinion the customers feel more connected and feel how important they are for the business. The closed-loop customer feedback strengthen the customer relationship as it tells customers that the business take actions on their suggestions and feedback.

How to Develop a Customer Feedback Strategy in 2022?

The customer feedback can be very helpful in improving almost all business functions and help them achieve higher efficiency. The customer feedback strategy starts with a goal in mind, the goal could be new product development, product feature feedback, customer service improvement, customer journey and customer experience improvement, etc. The business first have to understand what they want to achieve with the customer feedback.

For example, their one of the most popular product’s sales start declining, then they must have to evaluate that product to understand what are the causes of the reduction in sales. If they have implemented a new method for customer service, but their sales start declining, then they must have to evaluate what went bad with their new method and so on. This is how the business should set a goal and purpose of collecting customer feedback data. Hence the customer feedback strategy starts with setting up goals.

Here are the key component of the customer feedback strategy:

Setting up goals and objectives of the customer feedback campaign
Determine what information do you need to acquire from the customers
Define the targeted audience who will provide you that information
Chose right channels to conduct customer feedback campaign
Select an appropriate digital customer feedback system
Develop analysis and reporting mechanisms to get an actionable outcome of the feedback data
Plan and implement the closed-loop customer feedback collection process

How to Develop a Customer Feedback Strategy in 2022?

The customer feedback strategy is incomplete without discussing the different types of customer feedback. The customer feedback types are defined on the bases of data it can collect. The raw customer feedback data is analyzed by several analytical methods which help determining the conclusive results of the customer feedback data. It is important that the customer feedback data is both quantitative and qualitative. The quantity of the feedback will provide in-depth understanding and the quality of the data will increase the success rate of the decisions made using the data.

For example, you have 1000 customers, if you collect feedback from 30 or 40 customers only, you might not be able to understand how all of the customers might think, however, if you manage to collect customer feedback from at least 300 to 400 customers out of 1000, than the quality of the data would be significantly high. That is why the quantity of the feedback is so important. Furthermore the quality of the data depends not only on quantity but also on the questionnaire you design and the analysis you perform. For example, too long surveys led to incorrect responses as the customers want to complete it as quickly as possible.

How to Develop a Customer Feedback Strategy in 2022?

Here are some commonly used types of customer feedback surveys in Dubai and all around the UAE.

Customer Loyalty or NPS Score: The customer loyalty surveys or NPS Score (net promoter score) is a measurement of the customer loyalty. It basically asks customer how likely they are to recommend your business, products or services to others and their response provide the customer loyalty measurement.
Customer Satisfaction or CSAT Score: The customer satisfaction feedback or CSAT Score is a measurement of customer satisfaction. These surveys ask questions about how happy or satisfied customers are about the products, services they use or the experience and the interaction they had with the business.
Demographics Data: The customer demographic data is crucial to understand customer persona. Most of the time businesses doesn’t focus much on the demographic data but it is critically important. It help businesses categorize different audience groups and target communication to maximize the customer happiness.
Customer Effort or CES Score: The customer effort score or CES score is a simple measurement of the efforts a customer put to complete a task. The CES Score is used normally to assess the customer journey or a particular interaction. For example, how easy or difficult is was to upload the documents via self-service kiosk?
Customer Service Feedback: The customer service feedback is aimed to evaluate the sales, service and support teams. When a customer have an interaction with the staff the surveys is designed to understand how it was and how the interaction can be improved for future. It is a great way to evaluate employee performance.

These surveys are most common as they produce the highly accurate and organized data which help businesses to take informed decision and make improvements which help them gain higher customer satisfaction, enable them to strengthen the relationship with the customers and help them to grow.

How to Develop a Customer Feedback Strategy in 2022?

Collecting the customer feedback data will help you understand the perception of your customers about your brand and it will help you evaluate your business practices, processes, products/services and much more. However, that is just the half part of it, the other half is to analyze the feedback, extract actionable reports from it and then take action. Taking action on the customer feedback means you make changes, adopt to new practices and methodologies or you develop new products and services or make changes to existing products and services to ensure maximum customer satisfaction.

The original purpose of the customer feedback is to make changes, identify problem and areas of improvements and improve to align your business with customer’s demands, needs, desires and expectations. Most of the time businesses reached to this point, however, a majority of the businesses never follow up or inform customers about the actions they took by inspiring from their suggestions and feedback. That is what is called closing the loop. Collecting customer feedback, analyzing and categorizing it, taking action on the bases of the customer feedback data and then informing the customers about those actions.

How to Develop a Customer Feedback Strategy in 2022?

One of the most important part of customer feedback strategy is the selection of right channels to reach out to the targeted audience. There are several ways businesses can reach out to the customers and targeted audience groups to ask them about their opinion. Traditionally businesses assign some staff to ask all customers and visitors to fill-in customer feedback forms. However, in Dubai and all around the UAE the lifestyle is very fast-paced, in fact all around the world an average consumer wants to leave the business as quickly as they have finished their transaction/purchase.

Then there are other problems with traditional practices such as manual feedback results in a lot of bugs during the data upload, on top of that the analysis becomes difficult and the overall quality of the data is reduced. That is why the digital customer feedback surveys are used, they offer multiple channels to reach out to the customers and help gathering high quality, well-organized and structured customer feedback data. Furthermore the quantity of the data is also high as it is way easier to attempt a survey via digital mediums than doing it on a printed feedback form.

How to Develop a Customer Feedback Strategy in 2022?

The modern day customer feedback campaigns are managed by a digital customer feedback system. The digital customer feedback system is software tool which can be linked to multiple channels such as interactive touch screens, tablets, self-service kiosks, corporate website, customer portals, emails, SMS, QR Code based links, social media, etc. The digital customer feedback system collects customer feedback and automatically store it in the database, which allow managers to perform several analysis with in-built analytical tools and prepare customized reports.

The modern customer feedback system can be integrated with several other internal databases, business tools and central information center and make the entire process digital and semi-autonomous. This help reducing the efforts and resources for the customer feedback campaign and reduce the cost. Furthermore the ability to link multiple channels help businesses get a better insight. The customers also feel more comfortable while sharing their opinion through a digital channel.

Traditionally the customers try to sugarcoat their responses as they are directly interacting with the staff, however, with the digital customer feedback system the customers tend to be more honest and blunt which raise the quality of the data.

How to Develop a Customer Feedback Strategy in 2022?

The digital customer feedback system offers several benefits such as:

It reduce the time, efforts and cost to set up and execute a customer feedback campaign
It collects data in highly organized and structured formats which make analysis easier
It offers in-built analysis tools and customizable reporting formats as per the needs, business can learn customer and market trends with in-built tools and the reports can automatically be shared to the relevant personal via email along with dashboard notifications and alerts
Businesses can easily modify the customer feedback survey questions remotely via administrative control panel and all the changes can be pushed to all or selective touch points
It can integrate multiple channels to collect customer feedback
It offers freedom and comfort hence the customers tend to be more honest with their opinion
Businesses can launch multiple different surveys simultaneously
A central management administrative module allow head office to monitor all connected branches and it also provide different administrative hierarchies and support internal work flows
The customer feedback system can be linked with sales system, customer database, customer relationship management system, complaint portal and any other system to automatically send customer feedback surveys to the customers after their interaction
Businesses can trigger alerts and notifications on any particular event, such as if the daily feedback got more than 10% negative feedbacks the branch manager and head office should be notified, etc.
The customer feedback system help businesses closing the feedback loop by providing dedicated features and follow up facilities within the system

How to Develop a Customer Feedback Strategy in 2022?

These are the key advantages of using a digital customer feedback system. When it comes to the customer feedback system there are two major categories of feedback systems, one is the commercial off-the-shelf software or COTS and the other is the customized software development. The COTS are easy to deploy, slightly less initial cost, but mostly couldn’t fulfill the 100% needs of the business. The customized software development on the other hand is a very flexible approach to design and deploy a customer feedback system.

The customized customer feedback systems are tailor-made as per the business needs and offer high flexibility. The initial cost is slightly higher thou but the overall ROI is much better comparing to the commercial off-the-shelf customer feedback system solutions. That is why most of the businesses in Dubai and all around the UAE prefer to have a customized customer feedback system. The customized software development also offer more freedom and control over the software and make scalability, integration and upgrade much simpler and cost-efficient which is why its ROI is higher than the COTS.

How to Develop a Customer Feedback Strategy in 2022?

Conclusion

The customer feedback is extremely important for any business to survive and grow in the modern day marketplace. The Dubai and all around the UAE the markets are very dynamic, vibrant and fast-paced. The customer trends can shift over the night and the tougher competition is also a big challenge. The customer feedback provides business with the required information that help them deal with such circumstances. It offers a window to the customers’ minds and help businesses understand their needs, demands, desires and expectations. Furthermore the customer feedback is also a great tool to analyze and evaluate business practices, methodologies and performance of the customer facing processes and resources.

An effective customer feedback campaign is impossible without an effective customer feedback strategy. In this blog we have briefly discussed the customer feedback strategy and all important aspects of a successful customer feedback collection campaign. RSI Concepts is a leading customer feedback system provider in Dubai, UAE. If you want to learn more about the subject or if you want our help to develop a highly cost-efficient and effective customer feedback system for you, please feel free to contact us through our Contact Us page or leave a comment in the below comment box and we will get in touch with you soon.

Posted in Customer Feedback System | Tagged Customer feedback channels, Customer feedback examples, Customer Feedback Strategy, Voice of the customer best practices, What is Qualtrics feedback request | Leave a comment

How Small Businesses Can Utilize People Counting Solutions?

Posted on November 30, 2022 by admin

The small businesses and medium size enterprises are always the lifeline of any economy. Here in UAE the SMEs account for 94% of the total operations and generate 60% of the GDP. That shows the small and medium size businesses are flourishing in the country. The small businesses are also important for a country as they are majorly responsible for producing the workforce for the country. The UAE government is very supportive for SMEs and have favorable policies for small and local businesses which is one of the main reason of such a staggering growth. The 73% of the SMEs in the country operate in retail and wholesale sector according to The United Arab Emirates’ Government Portal.

The Dubai, Sharjah, Abu Dhabi and in fact the entire UAE is a very favorable market landscape for the small businesses operating in the retail sector. This means there is a lot of room to grow which also means that the market would be very competitive. The favorable market conditions always attract more investors which raise the competition. Small businesses can beat the competition by improving the customer experience and happiness and by making smart strategies for their sales and marketing campaigns.

How Small Businesses Can Utilize People Counting Solutions?

The retail industry has become very complex over the time, the market trends have been changed, the customer behavior and expectations got changed, the e-Commerce industry is rapidly growing in the UAE and the competition is also increasing day by day. This demand retail businesses to find innovative ways to improve the customer experience, raise customer satisfaction, upgrade their sales and marketing strategies and take a proactive approach to manage their operations. The modern age business environment is heavily digitalized and driven by analytical data.

Businesses who made informed decisions tend to have higher success rate than the businesses who are still following the traditional methods to operate. The people counting solution is a very powerful analytical tool which can make a huge difference and provide businesses with enough data and information at which they can form innovative strategies and improve their productivity and performance to yield higher profitability. In this blog we will discuss what a people counting solution is and how it can be a game changer for small businesses.

How Small Businesses Can Utilize People Counting Solutions?

What is a People Counting Solution?

The people counting solution is basically a technological solution to count the footfall at any venue. The people counting technology was introduced by the retail sector, as it is very important for the businesses to understand the customer behavior and footfall counts. The beginning of the people counting solution was manual but sooner technology is added to improve the efficiency. The earlier people counting solutions were based on laser light or infrared sensors, which were installed at the entrances of the retail store. As soon as someone enters the continuity of the laser light disrupted which indicates one entry in the store.

However, these sensors were not accurate enough. Later on as the technology progressed, we witnessed more and much better people counting sensing technologies such as ultrasonic sensors, infrared cameras with higher resolution and a few other. The modern day people counting system is an AI (artificial intelligence) powered smart software based system which can take the CCTV camera feeds as inputs and process the video in real-time to compute the footfall with higher accuracy. It not only calculate the footfall but it also collects a wealth of valuable analytical data which can help retail businesses to improve their operations, sales and marketing tactics.

What is a People Counting Solution?

What are the Benefits of People Counting Solution for Small Businesses?

For any small business or medium size retail outlet the customer happiness is the top priority. They are eager to find ways to improve customer experience and service quality at their retail stores. Another bigger problem that most retail stores and small businesses face is the customer churn rate. It is majorly due to the long waiting lines and the second reason is people can’t easily navigate within the premises to reach to the right product they need. All these factors cause unhappiness and stress among your customers. If customers failed to find the relevant product, or if they will have to wait for long at the counters, they are most likely to avoid such business in future. Which could deprive you from valuable sales and revenue.

The retail stores and small businesses must understand the natural people flow within their premises and they need to understand the behavior and needs of preferences of the customers in order to cater their needs and expectations. In this blog we will discuss how a modern people counting solution can help retail sector and small businesses to deal with the most common and damaging problems they face.

What are the Benefits of People Counting Solution for Small Businesses?

People Counting Solution Accurately Calculates Customer Footfall

The customer footfall data is very important it provide small businesses a chance to relate it with their sales and understand the impact of strategies and actions they are taking to improve the operations of the business. The traditional people counting solutions are not accurate, they can get overwhelmed easily when the footfall increases and they provide very limited data. However, a modern AI (artificial intelligence) based people counting solution is far more accurate and it can capture tons of other details which help small businesses to based their strategies and planning upon accurate analytical data and matrices.

The people counting solution is based on smart image processing algorithms which can integrate with any CCTV camera feeds and process the video input in real-time to collect a wealth of analytical data and count footfall with almost 99% of accuracy. The smart image processing and object identification algorithms can accurately distinguishes between human and non-human objects. Moreover the modern AI based people counting solution can also identify the gender and age group of the customers with high accuracy. This data is very helpful in planning and strategy making processes.

People Counting Solution Accurately Calculates Customer Footfall

People Counting Solution Offers Heat Map Analysis

One of the biggest advantage of the modern people counting system is its heat amp analysis. The AI based algorithms process the CCTV camera feed in real-time. This enables the system to track the movements of the customers within the premises. The smart software engine is capable of monitoring the customer flow all the time and it can process it into analytical data which can be overlapped on a 2D/3D floor plan to show visual representation of the customer flow with standard heat map color code, where the red shows the most traffic and the blue shows the least traffic or no traffic.

This might sound complicated but the retail store manager or branch manager can understand the entire customers flow with just one glance on the dashboard. Tracking the customer movement within the premises allow the branch managers to clearly understand which areas are the most visited and which areas failed to attract customers. This allow them to further analyze the reasons of customer attraction and help them build strategies to maximize the customer interest throughout the store and help them boost sales.

People Counting Solution Offers Heat Map Analysis

People Counting Solution Monitor Customer Dwell Time

The customer dwell time is a measurement of time spend by any customer in a particular area. The customer dwell time monitoring is crucial for the small businesses and retails stores. It help management understand where customers like to spend more time and which areas or zones of their premises are more captivating than others. The people counting solution has in-built AI based smart image processing and object tracking algorithms which enables it to detect the movements of the customers within the premises and also enable it to accurately calculate the dwell time of the customers in any particular region.

The customer dwell time data can also be displayed in visual representation which makes it more understandable. The people counting solution can show the customer dwell time data on the 2D/3D floor plan of the business premises. This data help businesses understand how customers are responding to different products, brands, offers, and inventory management strategies. This understanding enable businesses to rectify problems and fine tune their strategies to maximize the outcome.

People Counting Solution Monitor Customer Dwell Time

People Counting Solution Help Improving the Marketing Outcome

For any small business or retail store the marketing is a key factor that contributes to its success. Businesses tend to utilize several different marketing channels along with in-store marketing techniques to boost the revenue. For example a small business have installed a new digital signage which is running adverts, promotions and offers to attract more customers. With the help of people counting system the management can understand how effective that move was. They can compare the footfall before and after installing the signage.

Furthermore if they have installed a signage inside the store to attract customers to particular areas, the heat map can help them understand its effectiveness. Similarly businesses also use digital marketing and other traditional marketing techniques to increase the footfall. For example the businesses started a digital marketing campaign and they are monitoring the campaign analytics as well as the footfall, they can easily understand the effectiveness of the campaign. The people counting solution can provide highly accurate data which help businesses maximize the outcome of their marketing campaigns.

People Counting Solution Help Improving the Marketing Outcome

People Counting Solution Help Understanding Customer Persona

For any business it is extremely important to understand who their customers are? What they like? What they don’t like? What they expect from the business? And so on. The customer persona by definition means a profile or characterization of a particular user group. For example, all males from the age of 20 to 40 preferred to buy a particular shoe type. That is a persona or a group who is buying a particular shoe type and they are also most likely to buy more similar shoe designs in future. That is just an example, for a small business or retail store the customer persona is a much deeper understanding of customers, their behavior, purchase pattern and more.

The people counting solution is based or highly advanced AI based image processing algorithms which allow it to accurately identify the gender of the customers and visitors along with their age group. It can easily distinguishes between kids, young adults and elderly people. This information help small businesses and retails stores to understand the behavior, preferences and purchase patters of different customer groups and enable them to target each group differently to produce better results.

People Counting Solution Help Understanding Customer Persona

People Counting Solution Help Improving Employee Performance

Another great advantage of the people counting solution is that it can also track and monitor employee performance. For any small business or retail store the employee performance and better resource planning is crucial. The employee happiness and satisfaction depends on employee performance. That is why the management is always eager to improve it. The people counting system can identify the employees and it can distinguishes between the employee and other visitors/customers. This allow it to compile separate analytical reports and data for the employees.

It can track employees’ movements, it can accurately record their dwell time at any location in store and it can generate a full heat map of their entire movements of the day. Such information help the management to understand how the employees are behaving, where they are spending more time, how they were handling different levels of footfall and much more. Thus the management can build a better resource planning strategy to maximize the employee performance and engagement.

See Also: What is HRMS Self Service Kiosk?

People Counting Solution Help Improving Employee Performance

People Counting Solution Offers Centralized Management

Most of the small businesses and retail stores can have several branches at several different locations. However, the top management usually resides at the head-office or main branch. The people counting solution offer centralized management which enables the businesses to connect all the branches and monitor the real-time data at a centralized location, whether the head-office or main branch. This help the higher management to get quick updates about any branch and allow them to take instant actions to improve the performance. Furthermore the centralized management also allow businesses to integrate the people counting solution with other third-party system, business tools or ERP solutions.

This is achieved using secure APIs which enable the people counting solution to communicate with the other system and send or receive data to and from that system. This allow the people counting solution to provide analytical data to other systems. For example, if the business is using an ERP and they want to have all the data at the ERP, they can have it by integrating the people counting system with the ERP via API integration methods. This improve management’s visibility, vision, control and management capabilities.

People Counting Solution Offers Centralized Management

Conclusion

Here in Dubai and all around the UAE the small businesses and retail sector is rapidly growing which is good for businesses, but the rapid growth also caused tougher competition. Now a days the customers have tons of options, if a small business or retail store failed to satisfy them then the customers will leave and they might never come back. That is why it is extremely important that the business cater to their needs. For that businesses need to gather important business intelligence data which can provide them better understanding of the customer behavior, customer journey, their inventory management strategy, employee performance and other matrices.

The people counting solution is a best companion for small businesses and retail stores. It can accurately measure the footfall count, it provides heat map analysis, it can track customer journey and movement within the premises and it can also monitor employees. The data gathered from a people counting solution helps improving strategies and management which results in better customer experience and efficient operation.

RSI Concepts is a leading people counting solution provider in Dubai, UAE. If you want to learn more about the subject or if you want us to help you deploy a highly cost-efficient and customized people counting solution at 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 People Counting Software | Tagged Benefits of small business to the community, Counter System, Counting sensor, People Counting Solutions, People counting system | Leave a comment

How to create Customer Feedback Surveys for Product Development?

Posted on November 21, 2022 by admin

For any business it is extremely important to delight its customer with its products, services and customer experience. Businesses in Dubai and all around the UAE know very well how important it is to satisfy your customers. Happy and satisfied customers start trusting the brand and become loyal to it. The customer loyalty have many perks, such as loyal customers tend to be a good brand advocates. Customer loyalty also helps establishing good relationship with your customers, loyal customers tend to have high tolerance towards negative experiences. Moreover it is 5 to 25 times more expensive to acquire a new customer than selling to an existing customer.

That could have a huge impact on the cost, especially marketing and onboarding cost. That is why the customer loyalty is considered to be so important. For increasing customer loyalty business made several offerings, one of them is the most relevant products that resonate with your customers. The products that customer like, want and need. In order to understand customer persona, their preferences, and their interest, businesses take several approaches. One of the most effective approach is to acquire and analyze the customer feedback data.

How to create Customer Feedback Surveys for Product Development

The customer feedback can provide a great wealth of business intelligence data that can be utilized to improve customer experience, products/services, internal processes, employee training programs and communication. In fact the customer feedback can impact each and every aspect of your business. The businesses in Dubai and all around the UAE have started transitioning from a sale oriented to customer-centric business models since more than a decade now. Most of the large scale enterprises, SMEs, and local businesses have already transformed into a customer-centric business. That means they put customer first in every strategy, policy, plan and company goals.

The customer-centric business approach helped businesses gain customer trust, drive customer loyalty and increase profitability and support sustainable long term growth. When it comes to customer-centric approach, businesses have to understand what their customers think, feel, want and need. The intense implementation of digital solutions enable businesses to capture a ton of business intelligence data. Which mostly comprises of analytical data and customer feedback. The customer feedback enables businesses to align themselves with the customers and market trends.

How to create Customer Feedback Surveys for Product Development

What is Product Development and Why is it Important?

By definition the product development is a processes which comprises of series of steps including market research and analysis, concept and idea creation, design, prototyping, production, marketing and support. The purpose of product development is to replace outdated products, or the products that are not performing well, rebrand existing products, or to create new products to increase the market share and to obtain more customer satisfaction. Furthermore the growth is a continuous process for any business, and not every product will appeal all the audience groups, if a business wants to reach out to more targeted groups they might have to develop new products that cater the needs and demands of their targeted audience.

The product development is a very crucial process. It have huge impact on business, it costs a lot, and it requires a lot of efforts. That is why the businesses need highly accurate and comprehensive analytical data and customer feedback data at each step of the product development process to make sure the final product will produce the desired/expected outcomes from the business’s standpoint. In this blog we will discuss how business should use customer feedback to maximize the efficiency and efficacy of their product development process.

What is Product Development and Why is it Important?

Why Customer Feedback is Important for Product Development?

Collecting regular customer feedback is a very common strategy among the businesses in Dubai and all around the UAE. The customer feedback helps strengthening the relationship with customers, increase customer retention, strengthen customer loyalty, and increase customer engagements. However, most of the businesses do not integrate customer feedback in their product development process. Mostly in case of manual feedback collection businesses failed to make sense of the customer feedback data and doesn’t pay much attention to it. That is why the best way to collect customer feedback data is to utilize a digital customer feedback system.

The customer feedback system helps businesses collect highly accurate customer feedback data. Furthermore it have in-built analytical tools which help businesses to perform different analysis and let them generate customized reports which can be utilized in decision making process. The new products are designed to offer better value and functionalities which attract your existing customers and also help you to expand your market share. The customer feedback data can precisely tell you what your customers want and expect from you and this can also save a lot of cost of adding unwanted features and make product development process more effective and efficient.

Why Customer Feedback is Important for Product Development?

Here is how to create Customer Feedback Surveys for Product Development

A product manager is responsible for creating the product development surveys. The product development process is also known as product management process. It is important to have a very precise and clear objective before you start preparing your survey and questionnaire. Whether you are developing a completely new product or you want to upgrade an existing product or your aim is rebranding, you must ask yourself the following questions:

What information do you need?
What will be your plan of action?
What do you want to learn from the final reports?
Who is your targeted audience?

The answers to these questions will guide you to set the objectives and goal of the survey. This will provide you a better understanding of what your customers will like and what they might not appreciate much. Without this knowledge if a product is developed and launched, then it could be a financial disaster, as it is the customers who will decide if your product will be a hit or a flop. During the research businesses can also estimate how much the product will cost them and whether they will be able to compete in the market or not. Ultimately the business would want to make profit from the product, so it is important that you know if the features you might be planning to offer, are doable within the competitive price range.

Here is how to create Customer Feedback Surveys for Product Development

What are Different Types of Product Development Surveys?

The product success entirely depends on customers, whether they are satisfied with the product, its features, price and experience matters a lot. Businesses not only rely on customer feedback they do detailed market research, competitive analysis, customer behavior and several other information. However, when a product manager initiate the product development process they have to made several assumptions too. It is the product development surveys and customer feedback that validate these assumptions and let the product manager estimate the success or failure levels. There are several different types of product development surveys, some of the most commonly used surveys are:

Idea Validation: This is the most basic product development survey type. When a product manager have an idea, they ask the targeted audience questions about this idea. This will tell them if their idea of the product or new features will be able to solve the problems of the customers or not, whether they will be willing to spend for that idea or not, etc.
Concept Testing: Once the product manager have an idea and identified the needs of the customers, now is the time to test several different solutions which can solve the problems and fulfill the needs of the customers.
Customer Satisfaction: After developing a product the product manager ask customers if they are happy and satisfied with the product or service. The customer satisfaction surveys are designed to measure the level of customer satisfaction.
Customer Experience or Product Feedback: The customer experience or product feedback surveys are a detailed survey which let product manager analyze the customer experience in more depth to understand the customer satisfaction level.

The product manager can conduct several different types of surveys to acquire the needed information at any stage of the product development. It is important to utilize a structured framework to organize all the surveys and the responses. This will help you to extract the actionable data from the customer feedback with much better accuracy and authenticity.

What are Different Types of Product Development Surveys?

How to Create the Questionnaire for the Product Development Surveys?

For customer feedback survey the most important thing is the questions, sometimes product managers invest a lot of efforts and resources in planning the campaign, selecting the channels and means to propagate the questionnaires to the right audience, but still failed to get the required information. There are two things that will legitimize the information, first is the quantity of the feedback data, and the second is the quality of the feedback data.

Businesses often invest a lot in channels and mediums by which they will reach out to the targeted audience, however, the questionnaire is extremely important, if the questionnaire is too long, complex, use ambiguous language or ask irrelevant questions, then people might not attempt it, and most of the time people left halfway through due to these reasons. Here are a few key factors that you should consider while creating the customer feedback survey:

Set Clear Goals: Setting up the goals and objectives of a customer feedback survey means the product manager should know what they want to ask and to whom they will ask. They should decide what data they will collect and what information they need to acquire from this campaign. The goals and objectives tend to keep the product manager focused on the important things, and enable them to writer a better questionnaire which can produce required information.
Simple Language: It is important that you use a plain and simple language while creating your survey questions. Difficult language or ambiguous wording will result in low conversion rate, people often leave the survey without completing it. Avoid technical terms, lengthy sentence and use the language your audience speak and understand. Multi-lingual surveys tend to produce better results in terms of quality and quantity.
Specific Questions: It is extremely important that all of your survey questions are focused on the goal of the survey. Avoid including any question that produces unwanted information. Keep your questions specific and ask only about one topic, if you will keep asking many things, the accuracy and quality of the data will be reduced. It could confuse the audience and people might not take it or leave it incomplete.
Avoid Biased Questions: One of the biggest reason that reduce the quality of the customer feedback data is biased questions and leading questions or words in the questions. These are the questions and words that can influence the response. The suggestive statements or biased questions are most likely to confine the customers’ thought process and produce low quality data. Most often customers just lose interest in such surveys which also impact the data quality.

These some of the very basic rules you should follow while creating a product development related customer feedback surveys. Obviously each survey would be different, some would be long some would be short, but these rules are applicable to all.

How to Create the Questionnaire for the Product Development Surveys?

Basic Ingredients of a Product Development Customer Feedback Survey

The customer feedback surveys for product development target different audience groups, sometimes it is just a random strata from a large pool of customers, sometimes businesses might want to reach out to a wider audience and so on. Another important thing to understand is that the objectives of each survey would be different, some surveys might be intended to learn about the customers’ expectations, or features they might want to see.

Some surveys will be designed to evaluate your products’ existing features and some might be to build a completely new product. Whatever the case is here are some basic ingredients that would help you to maximize the outcome in terms of both the quality and quantity of the feedback data:

Introduction: Most of the time the product managers don’t pay much attention to the introduction of the survey, some even don’t include it at all. The introduction is the very first impression of your customer feedback survey. It has to be good, it should explain the purpose of the survey, what customers should expect and how does it will help the customers in future.
Rating Scale/Happiness Meter: The rating scale or happiness meter is one of the most common and simplest form of questions. Usually there is a question or statement and the users are asked to rate their opinion via a rating scale, happiness meter or likert scale. This makes the feedback quicker and simpler and the feedback data is also easy to analyze.
Multiple Choice Questions: The multiple choice questions have a question or statement with multiple answers listed underneath. The user can either chose only one answer or they can select many from the given choices. The data generated is highly accurate and well-structured which makes analysis and reporting more convenient and easier.
Yes/No Questions: The yes/no questions are a great way to segment your audience, for example, you can put a statement asking if the user is already your customer or not and by the response they select you can provide them a separate series of follow-up questions. The closed-ended question (yes/no question) is a great way to organize your customer feedback data.
Open-ended Question: The open-ended questions are vital for a product development survey, it allow the customers/users to respond in their own words. They don’t have to choose any answer from a pre-set value, in fact they can freely express themselves. Although it is harder to quantify the open-ended feedback but it can be a great help for product development.
Thank You Message: It is always good to appreciate the customers and people for their efforts and time to complete the survey. The thanks you not should thank the users in a great and very warm way, then add a statement assuring them that their feedback will be utilized in product development process and to make improvement for the sake of customers.

A good customer feedback survey should be able to produce both qualitative and quantitative data. If you focus on a smaller group to get more in-depth insight, you might miss out a larger audience. So, it is important to prepare your surveys with the aim to target a larger audience. In order to generate actionable reports the quality and quantity of the customer feedback data both are important.

Basic Ingredients of a Product Development Customer Feedback Survey

Examples of Product Development Customer Feedback Survey Questions

While creating a customer feedback survey it is extremely important to ask the right question and in a right way. The product manager should consider each tiny bit of detail and think twice before adding a question. First of all it is crucial that you prepare your questions to get the information aligned with your goals.

There is no hard and fast rule or set of questions that you must use, but there are some principles that you should follow in order to make your survey more productive. Here are some examples of the questions that are generic and can work in almost all different scenarios:

Question: How frequently you use our product [product name]?

Answer: The answers should give customer a frame of reference, such as daily, weekly, monthly or a few time in last six months, etc.

Question: Which features do you use the most or more frequently?

Answer: The answer should have the list of the features and the customer should be allowed to choose multiple options.

Question: What more features would you like to see in this product [product name]?

Answer: It can be an open-ended question or you can list down some features that you might want to evaluate.

Question: How happy or satisfied are you with this product [product name] or how was your experience with this product [product name]?

Answer: The answer should be a rating scale from 1 to 10 or a happiness meter with 3/5 emoticons representing different levels of satisfaction/happiness.

Question: How easy of difficult it is to use our product [product name]?

Answer: The answer is usually a likert scale with 7 possible answers ranging from very difficult, difficult, somewhat difficult, neutral, somewhat easy, easy till very easy.

Question: What is the one thing that we should add to improve this product [product name]?

Answer: It is better to keep it an open-ended question but you can also offer them some options to choose from.

Question: How likely are you to recommend this product [product name] to you friends, family and colleagues?

Answer: The answer is usually from 1 to 10 rating scale and the analysis is also very simple.

Question: Do you think the price of the product [product name] justifies the features and value it offers?

Answer: The answer is usually a 1 to 10 scale but happiness meter (3/5 emoticons) and a 1 to 5 rating can also be used.

Question: Any other suggestion or though you want to share with us which can help us develop better products in future or help us improve this product [product name]?

Answer: That should be the last question and it is always open-ended, it allow customers to express their thoughts, allow them to describe their opinion in their own words.

The product development customer feedback survey doesn’t have a pre-defined set of questions, all of the above mentioned questions are generic questions. The product manager can be more specific about the product and its features, they can enquire about the features they are planning to add in the product. This will provide you a deeper understanding of what your customers want from you and what do they think about what you are already offering them.

Examples of Product Development Customer Feedback Survey Questions

See More: People Counting System: Heatmap Analysis & Customer Churn Rate

Conclusion

The product development is one of the most crucial process of any business, it is a time consuming process, require a lot of resources and it is expensive. On top of that if a product development goes bad it could have devastating effects on the business’s growth and success. That is why the product development process is taken very seriously by the businesses in Dubai and all around the UAE. In this blog we have discussed several aspects of the product development customer feedback surveys, including the basic principles and methods to create the surveys. If a product development manager or product manager follow these steps they can create highly efficiency and productive customer feedback surveys.

The customer feedback is an essential part of business intelligence data that help businesses to take informed decisions and avoid repercussions of making assumption or following the market trends blindly. The product development customer feedback surveys give you a deeper insight to the customer’s mind and help product managers understand what their customer wants, needs, or like/dislike. It will enable them to understand what customers are expecting and what they think about the existing products. Integrating customer feedback surveys in the product development process can result in excellent products and help reducing the risks. The customer feedback data should be collected and processed to product actionable reports. Which is extremely difficult with the traditional customer feedback collection methods and tools.

A professional customer feedback system or software is a great tool to collect customer feedback and analyze it with accuracy and ease. RSI Concepts offers a wide range of standard customer feedback systems along with customization which is helping businesses achieve their goals since more than a decade. If you want to learn more about the subject or if you want our help to build a tailor-made customized customer feedback system for you, 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.

See More: How Can Businesses Benefit From Self-Service Kiosks

Posted in Customer Feedback System | Tagged Customer Feedback, Customer feedback product development, Customer Feedback System Dubai, Customer Feedback System UAE | Leave a comment

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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

Customer Feedback Collection via Popups

Customer Feedback Collection via Dedicated Feedback Buttons

Use Live Chat to Collect Customer Feedback

Use Lead Magnets to Collect Customer Feedback

Collect Customer Feedback using Quick Polls and Happiness Meter

Collect Page-Specific Customer Feedback

Conclusion

What is Interactive Self-Service Kiosk?

What is Interactive Self-Service Kiosk Software?

Features of a Best Self-Service Kiosk Software for Hotels

Reduce Customer Wait Time and Improve Customer Experience

Offer Multiple Payment Methods

Push Promotions and Marketing Directly to the Customers

Personalized Experience Increase Customer Royalty

Centralized Management Boost Efficiency and Productivity

Better Checkout Experience, Customer Feedback & Business Intelligence Data

Balanced Workload Improve Employee Performance

Scalability, Upgrade and Future Readiness

Conclusion

1. Automated Teller Machines (ATMs)

2. Self-Service Food Ordering Kiosks

3. Interactive Hotel Self-Check In/Checkout Kiosk

4. Self-Service Information Kiosk

5. Self-Service Wayfinding Kiosk

6. Self-Registration Kiosk

7. Self-Service Airport Kiosks

8. Self-Service Retail Checkout Kiosk

9. Self-Service HR Kiosk

10. Self-Service Kiosks for Government & Public Offices

Emerging Online Self-Service Technologies

Conclusion

What is People Counting Software?

Here are the Best Features of People Counting Software

Real-Time Footfall Count and Analytics

No Need of Dedicated Devices and Sensors

Collect Visitors’ Demographic Data

Get Heat Map Analysis Data

Monitor Customer Dwell Time

Monitor Customer Churn Rate

Improve Marketing Campaigns

Monitor and Improve Employee Performance

Have a Centralized Monitoring System

Easy Deployment and Scalability

Conclusion

What is Customer Feedback in 2022?

How to Develop a Customer Feedback Strategy in 2022?