Customer Feedback Management Solution
Show that you care about your customers by incorporating their feedback into your business improvements.
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™ is a customer feedback platform specifically designed to capture opinions, concerns, needs, interests and preferences, enabling you to measure customer experience and your service performance accurately. Intuitive and user-friendly, it allows customer to leave a comment or feedback with the least possible effort.
Accessible on wireless devices, this portable customer feedback solution supports convenient, and, therefore, effective information gathering. It 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, and 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™ Customer Feedback Solutions can be applied on any touch screen devices, including Apple iPad, Android tablets, Windows tablets, and other self-service kiosks.
Flexible Survey Methods
SMARTSURVEYS™ Customer Feedback Solutions enables customers to select their preferred methods in submitting their feedback. To link the feedback to the service they have just received, they can enter their ticket number or scan barcode/ QR code on their ticket. Alternatively, they can also provide feedback anonymously at the kiosk or online.
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.