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Challenges in Delivering a Great Customer Experience

How much do you know about your customers? Knowing personal tastes, preferences, income bracket and birthdays of your customers forms just the beginning of understanding customer needs. Often, the challenge is to study the data properly to understand what is effective and what does not make any sense.

While the right data helps, it also boils down to how you collect the data.

Formulating an effective customer feedback management system isn’t an easy job. It requires in-depth understanding of what your customers are looking for and what you can do to meet their expectations. With increasing competition across all the major domains, it is essential that you deliver a great customer experience to have a profitable run on the market.

Despite having everything right, you might be experiencing difficulty in meeting the expectations of your customers. By finding out the issues and then resolving them, you’d not only win over the confidence of your existing customers but also get new ones, thanks to word of mouth.

 

Here is a list of some of the major challenges businesses face that hinders customer experience.

Delivering consistent customer experience across multiple channels: Customers no longer evaluate your services based on individual touch-points. Instead, they look at the service, on the whole, as a single entity. Regardless of whether you’re interacting with the customer in the store, via email or through a phone call, they should receive a consistently good experience.

Systemizing the ‘customer feedback process’: Customer feedback is an essential component of any business that can help you in providing a better customer experience. Voice of the customer is important in finding out issues and helping you find a solution. Experts suggest implementation of three feedback loops that can help gather opinions of customers.

Choosing the right technology: With the help of modern technology, not only can feedback be collected faster but also escalated to the concerned departments without any delay. However, if you’re looking to make the most of this technology, you’d have to decipher a new plan that makes the process of gathering feedback and then processing it a lot easier.

 

How can Zonka Feedback come to your rescue?

Zonka Feedback is a tablet – based feedback that is capable of performing in-depth analysis of feedbacks that have been given by customers. From customer satisfaction measurement to customer satisfaction analytics, this single app is competent to handle everything by itself. Once you’ve registered your business with this app, all you need to do is login to your account and hand over the tablet to a customer.

 

Features offered by Zonka that can boost your customer experience

  • Capture on-premise feedback: By placing touchscreen tablets with Zonka Feedback capture app at all major checkpoints, you’d be able to collect customer feedback in real time.
  • Maintain detailed records: Zonka Feedback would also allow you to maintain a detailed record comprising of your customer information and their preferences.
  • Issue escalation: The Zonka feedback management app allows business owners to filter feedback on the basis of complaints. You can also assign tasks depending on this feedback.
  • Manage your teams efficiently: This app can help all your teams collaborate and collaborate better from multiple locations.
  • Accountability: Your staff members would no longer be able to hide their incapability or no good effort will go unseen if feedback is captured using a tablet device.

 

Challenges in collecting genuine feedback

Customer experience cannot be improved if there is no way by which you’re collecting feedback. Here are some of the problems that companies face, which prove to be a hindrance in offering great customer experience.

  • Lack of tools: When there is no system in place that is capable of gathering authentic customer feedback.
  • Lack of a unified way of maintaining customer data: You wouldn’t be able to maintain customer information and sales trends, owing to lack of a management system.
  • Difficulties in an escalation of issues: When you wouldn’t get to know about critical issues, how would you raise a ticket and find a solution to it?
  • Issues being hidden by staff: Your employees might hide complaints that highlight their incompetence.
  • No customer satisfaction analytics: How would you assess customer satisfaction analytics when there is no data to begin with, in the first place?

 

An ineffective feedback management system is as good as not having one at all. Zonka Feedback is a one-stop solution to all your needs about customer feedbacks and analytics. With information obtained from this, you’d certainly be able to address all the critical issues and provide timely solutions.

 

To know, reach out to us at hello@zonkafeedback.com. Time to change the way you take feedback.

 

Web Feedbacks vs Tablet Feedbacks – Which one should you opt for?

Web Feedbacks vs Tablet Feedbacks – Which one should you opt for?

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 Feedbacks

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.

Tablet Feedback

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.

Top tips for touch-screen survey kiosks

Top tips for touch-screen survey kiosks

kioskReal-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-based 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!

Paper Feedback Forms vs Feedback Forms on Tablets

Paper Feedback Forms vs Feedback Forms on Tablets

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Collecting customer feedbacks is an essential part of running a healthy service-oriented business. It is the one activity that results in actionable insights for the business, letting the managers know which parts of their service demands correction and which parts need to be promoted and set as an example for boosting employee morale and establishing benchmarks. Hence, any business serious about improving their customer service must collect as many feedbacks from their customers as possible, and supplement this with thorough and accurate data analysis.

 

When choosing the proper mechanism for collecting feedback from customers, business managers must keep the above in mind. The popular channels for feedback collection are – paper and digital (through tablets). Here are the advantages that are present only in the digital feedback collection mode:

 

Novelty

Let’s face it. Paper based feedback forms are passé. Presenting a shiny new tablet to your customer for collecting their feedback provides a novel new way of capturing their attention. Not only will they feel that you really care about their opinion (hence the investment on tablets), they will also feel a lot more encouraged in voicing out their opinion, letting you collect far more feedbacks, yielding much more actionable insights for your business, compared to paper forms sitting quietly in a corner.

 

Ease of maintenance

Paper based forms are much more “permanent” in nature in the sense that once printed, they cannot be modified very often. In fact, one has to wait till they run out (which can be quite a while since they are not filled that regularly!). In contrast, a feedback survey designed on a tablet is virtual in nature; it can be modified at the click of a button.

 

Data security

Feedback forms filled out on paper run the risk of getting lost, or worse, being tampered with. But all feedbacks collected on a tablet will get stored securely in cloud servers, accessible only through a password decided by a manager. The business manager can also decide which participants get what kinds of access – including what they view and how much can they modify.

 

Reporting

Reporting- Analyzing the vast data collected via paper-based forms can be excruciatingly tedious. But when you add the processing capabilities of even a modest modern-day computer, analyzing reports becomes a pleasure that managers will look forward to. The collected data is presented in the form of interactive graphs and charts showing trends at a glance and telling the business owners what they need to do to improve their performance.

 

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Instant alerts

Any digital feedback collection tool that is worth its salt has the feature to send in automatic SMS alerts on negative feedbacks to the manager-in-charge. This can help them solve the issue then and there, ensuring all customers go back happy and satisfied

 

Continuity of Reports 

The tremendous effort involved in carrying forward reports from paper-based forms from one period (month/ year) to another almost makes it a fruitless exercise. With digitally recorded information, it is done by default. Managers can view their reports carried forward since the beginning of the business and ascertain the trend created by their actions. The reports get updated as soon as the data is captured, maintaining the latest data trends.

 

Intelligent Insights 

Services are rated on many parameters- price, timeliness, politeness of the server and of course the quality delivered. Each of these may have a different impact on the overall “score” thus calculated. Few of these parameters may even have conflicting results, e.g. price versus quality. With interactive reports, managers can control for the effect of one particular parameter while keeping all other constant, and slowly narrow down to the “real” problem a business may be facing.

 

Multi-location

Electronic forms are particularly suited for chain franchises. Collecting and analyzing data collected on paper is tedious enough for a single location, leave alone a large chain with 100+ locations around the world (or even in a city for that matter). But with automatic, real-time updating of data of electronically collected data, analyzing location-wise reports becomes simplified to an extent one can’t stress enough.

 

Easy access to reports 

The reports are store on a cloud based server and can be accessed from any device having a web browser – a smartphone, computer or tablet. Managers can view their reports even while on-the-go.

 

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Performance 

When servers know they will be rated on their politeness and speed, they will make efforts to ensure the same. There is also a metric to determine the number of responses collected by a server, thus incentivizing more data collection and hence, better performance.

Ambience

Last but certainly not the least. Not only does the presence of a tablet in vastly improves the ambience, it also tells the customers something about the company – it’s dynamic and changes with the times. This conveys the message of modernity to the customers and raises the morale of the employees.

 

That is quite a long list to be ignored. The point here is clear – feedbacks collected on tablets offer advantages that paper-based forms cannot match. It is in the best interest of a business to extract the maximum value out of digital forms before its competitors do.

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