Once upon a time existed a company that didn’t pay attention to customer feedback. Unfortunately, it doesn’t exist anymore.
Where is your organization headed? If you’re in the hospitality industry, you are aware that customer feedbacks have played a pivotal role in the growth of businesses. So, how do you look at feedback? Do you have separate mechanisms in place for different feedbacks? How quickly does the voice of customers reach you? How many customers actually care to express their views? The quicker the feedback, the better can be the critical assessment of whether you're going in the right direction.
Simplifying the process of collecting feedback means customers don’t find it a tedious job to evaluate your services. Let there be no reminiscence of the stone age – it’s time to take feedback without pen and paper. Web and tablet feedback are the two most common ways through which you can reach out to customers. But, which one should you implement and why? Read on to find out.
Web Feedback Surveys and forms help gauge the general mood of your customers.
A source that customers increasingly look to, web surveys are handy when it comes to recording feedback from customers. Email surveys are often emailed to guests by airlines, online shopping portals, hotels and restaurants, among others.
Advantages of capturing feedbacks through Web Surveys
So, why do companies invest in it? The reasons are logical.
- It allows customers to give feedback as per their convenience.
- It is easier to build and roll out surveys.
- The process is faster and wouldn’t require much man power.
- It is fairly inexpensive to implement.
- The process of implementing and collecting feedback isn't resource – intensive either.
Most often, customers report feedbacks on their own when they experience the extreme emotions of happiness or sadness. Web surveys help to measure everything in between.
Drawbacks of collecting Web feedbacks
A coin has two sides, and this medium of collecting feedback has its fair share of disadvantages.
- Your customers might either ignore your mails or forget to give their feedback.
- It isn't very accurate as customers respond after days or even weeks.
- There is a high risk of complaints reaching social media or consumer forums.
- Failure to immediately resolve the issue.
The other popular way is collecting feedback from tablets. With a customer base that’s often mobile and gadget friendly, you might want to tap onto them while they are on-premises. It's a smart way to engage them and impress them.
When you deploy a feedback management system on-site, the response rate is considerably high. You manage to portray a friendly brand image that cares for its customers, truly interested in improving your services. Regardless of whether you're taking feedback on Android Tablets or taking feedbacks on iPads, it is important that you ask the right questions that relate directly to your business and ways in which it can be improved.
Also, recording customer feedback on iPads or Android tablets offers an upmarket feel to your business set-up.
What gives tablet surveys an edge over web surveys?
While tablet feedback systems certainly take all the positives from web surveys, they also address the negative aspects with ease.
- Customers respond in real time and also get personal attention.
- Higher response rate.
- Because there is very little time between consumption of service and recording the feedback, the rate of accuracy is pretty high.
- The issues can be resolved in lesser time.
- Once you’ve picked the right ecosystem, building surveys is just a matter of a few clicks and taps.
We wouldn’t suggest you to completely obliterate yourself from trying to gather credible web feedbacks. Instead, a two-fold strategy can help you reach more customers and improve on customer satisfaction and brand loyalty.