Customer Feedback Management Solution

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™ customer feedback platform aims to gather vital customer data to better measure customer experience success and service performance. Intuitive and user-friendly, feedback is submitted with minimum effort.

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.

SMARTSURVEYSTM can be implemented through 2 different methods: • On-Premises: Wireless tablet or self-service kiosk within the business premises • Off-Premises: Cloud-based version that can be accessed off the business premises

The Main Features
of Customer Feedback Solutions

Hardware Agnostic

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

SMARTSURVEYSTM 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

The SMARTSURVEYS™  Customer Feedback Solutions has 2 versions that provide a multitude of options for customers to submit their feedback.

  1. 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.
  1. 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.
SMARTSURVEYSTM

Personalised Design

SMARTSURVEYS™ Customer Feedback Solutions is designed with your corporate logo, colour and identity to enables consistent corporate branding across touch points.

Specified Surveys

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.

SMARTSURVEYSTM Customer Feedback Solutions
Centralised Comprehensive Report Ultimately, SMARTSURVEYSTM 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.

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.

The Main Benefits
of Customer Feedback Solutions

Highly efficient digital surveys that offers flexibility of methods and applications
Highly efficient digital surveys that offers flexibility of methods and applications
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Faster and accurate identification of areas of improvement with real time result of service-based surveys
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Enhanced customer experience with continuous improvements based on accurate surveys

Customer Feedback Management Solution
is Suitable For

Bank And Financial

Banks & Financial Institutions

Public Services

Public Service Institutions

Goverment

Government Institutions

healthcareicon

Healthcare Centres

Embassy

Embassies

Education

Education Centres

insuranceicon

Insurance

Service Provider

Service providers

agenccies

Agencies

your-industry

Your Industry

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