Real-time surveys are on the rise, and as you know, we, at Zonka Feedback, are staunch believers that on-premise feedback capture is the surest way to know your customers actual experience. However, a lot of businesses either don't have the staff to take individual feedback from guests, or wish to remain completely non-intrusive. Imagine a take-away restaurant or a hotel reception where handing over feedback tablets to customers may be interfering, or very cumbersome. For businesses with such structures and way of working, setting up kiosk-based surveys is ideal.
Touch-screen survey kiosks are gaining great traction for healthcare industry, clinics, retail sector, quick service restaurants, in-room feedback in hotels, event lead capture and feedback, and even market research survey setup. Tablet-based feedback kiosks are convenient, easy to set up and help capture customer experience and data on-premises, in real-time.
We're sharing some of our top tips for creating the perfect kiosk feedback survey set up for your customers.
Keep it short
A big problem with most businesses is that they like to capture a lot of information. When designing your kiosk survey, please be thoughtful that the shorter the time a customer will take to fill a survey, the happier he would be. While collecting information may be vital to your business, your customer’s convenience is equally important to be mindful of. Prioritize what you want to capture in the survey. And keep it short.
And keep it simple
There is no need to present your customers with a brain teasing quiz while seeking their feedback. Questions framed in an easy language with short words that can be answered on the basis of 'gut instincts' will go a long way in ensuring that most of your customers complete the surveys, allowing you more data to analyze. Remember, it's a feedback form, not a contest :) (of course unless it actually is!).
Limit open-ended questions
Again, when your customers are hunched over the touchscreen, the last thing they want to see is a question asking them to write an essay on their experiences. Multiple-choice rating questions serve their intended purpose by getting you the data and go easy on your customers by letting them get through the survey quickly. Keep open-ended questions and comments to the minimal.
Keep it somewhere noticeable
See your kiosk not just as an investment in customer feedback, but one in customer experience and ambience as well. Place the tablet feedback kiosk somewhere noticeable, easily accessible and well-fitting the surroundings. It is absolutely vital that the kiosk be placed in a high-footfall area within the business. With a kiosk, you are essentially putting your feedback survey on display for everyone. Unlike handing each of your customers with a tablet, which ensures maximum data collection, customers will choose to answer your survey only when they get to see your kiosk! Hence, your feedback kiosk must be placed in such a way that it is the first (and the last) thing your customers see upon entering and exiting your business.
Keep it protected
Ensure adequate tamper-proofing for your touchscreen kiosk. After all, they are going to be handled by hundreds of frustrated customers everyday! A glazed screen that does not retain smudges may also be in order. If the kiosk is being planned for outdoors, weather-proofing is a must.
Kiosk surveys are an attractive way of collecting feedbacks from your customers. They're bespoke, can be easily customised, look great and can be placed almost anywhere! They come with options of having more solid and permanent setups and kiosks that can easily be moved around. Most importantly, they help you capture information and customer experience crucial to your business. Just keep our top tips in mind and you're good to go!