Customer Feedback Management Solution
Identify customer opinions, concerns, needs, interests, and preferences in real-time and incorporate them into your customer experience and business strategy.
Customer service is often reactive; communication only occurs when customers reach out to complain about their negative experiences. And, in competitive market like nowadays, when customer experience is compromised, customers tend to go elsewhere.
Today’s customers are more demanding; they know what they want and they have high expectation on how a service should be. Therefore, it is important for businesses to be proactive by understanding customer’s concern and addressing any issue even before it occurs.
SMARTSURVEYS™ can be implemented through 2 different methods:
- On-Premises: Wireless tablet or self-service kiosk within the business premises
- Off-Premises: Cloud version accessible off-premise through a mobile device with internet connection
The module allows you to capture feedback and obtain your customers suggestions and opinions on:
- Rating of service quality provided by each staff or overall quality
- Type of information, products and services customers are interested in
- Constructive feedback on service provision, procedure, ambience, and many more
SMARTSURVEYS™ Customer Feedback Solutions makes it easier than ever to create polls and survey questionnaires to learn more about anything, from customer satisfaction to market demand. This feedback capture solution will help you enhance customer service and find ways to boost your revenue.
The Main Features
of Customer Feedback Solutions
SMARTSURVEYS™ on-premises Customer Feedback Solution can be applied on any tablet device or self-service kiosks while the cloud version can be accessed through any cellular device that is connected to the internet, to be able to issue the SMS that contains the feedback link, and to open
Flexible Survey Methods
The SMARTSURVEYS™ Customer Feedback Solutions has 2 versions that provide a multitude of options for customers to submit their feedback.
- On-premise Customers can link their feedback to the service they have just received by entering their ticket number or scanning a barcode/QR code provided on their ticket. Alternatively, customers can provide feedback anonymously at the kiosk.
- Off-premise A timed and automated SMS will be sent to customers post-service, with a link leading to a site where they are able to provide feedback. Similar to the on-premises version, customers are able to link their feedback to their service by entering their ticket number, or provide the feedback anonymously.
Various Formats of Questions
SMARTSURVEYS™ Customer Feedback Solutions comes with various question formats you can choose based on the context of the question:
- Single/multiple questions
- Smiley face selection
- Thumbs up/down selection
- Satisfaction scale, or
- Free form response, etc.
SMARTSURVEYS™ Customer Feedback Solutions is designed with your corporate logo, colour and identity to enables consistent corporate branding across touch points.
SMARTSURVEYS™ Customer Feedback Solutions allows you to define the necessity of the survey; whether it is a generic survey that can be filled anonymously or must be linked to the service taken. Meanwhile, you can also define questions as obligatory of optional which enables customers to skip the questions.
Centralised Comprehensive Report
SMARTSURVEYS™ Customer Feedback Solutions generates comprehensive reports which enable you to identify customer experience accurately. With centralised solution, you can even obtain branch-to-branch comparison on customer feedback to be used in identification of integrated improvement.