The argument for customer feedback has long been made. We don’t need to convince you of its importance. However, Covid-19 arrived and blew most of what we know about customer behaviour out of the water. The result of this means retailers need to quickly understand the “new normal” so that they can adapt to these changes in real-time.
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As a result of these changing times, retailers need to obtain precious feedback from their customers and employees more than ever before. Feedback is most valuable when it is acted on quickly and that is why in-store feedback has been so popular for years – till receipt links and email requests simply take too long to process. Managers need to be able to react to the day to day conditions of their own in-store environment quickly.
The introduction of touchless feedback is giving businesses the opportunity to collect this essential feedback, in more locations than ever before. Using gesture recognition, touchless feedback devices can be located in-store to capture your customers’ views on their experience as they pass – and, critically right now, they can do it without touching anything.
4 Reasons to Use Touchless In-The-Moment Feedback
1) You need the insight
You need to know what has changed now more than ever. The effects of Covid reach far and wide. You need to focus on what matters to your customers and find ways to combat problems or concerns. Often this doesn’t come from strategy meetings but from tactical insights littered in the free text comments of your customers’ feedback.
2) You want to make feedback easy to leave
For customers to expend their energy on your business it needs to be really simple. And what could be simpler than a wave over a device? Add in simple graphical buttons and short punchy questions and answers, and you have an easy to use intuitive solution. Feedback will simply flood in.
3) You need to know now
In-the-moment feedback is more accurate. In a Gartner study, they reported that in-the-moment feedback is up to 40% more accurate than feedback received just 24 hours later. And you know you want to be reacting to the most accurate feedback you can.
4) You need to be able to rely on it
You are making important decisions on the back of it, so it needs to be reliable! Anonymous feedback is more honest. Customers and employees feel more in control and less fearful of come-back when they can leave their feedback anonymously. What’s more, if you do want to offer a personal follow up you can include the option for them to leave their details. Some will. Some won’t – but you’ll get their thoughts regardless.
ViewPoint has released its unique touchless technology, which enables retailers to gain this insight from customers safely. In-the-Moment surveys yield information about how safe customers feel, what barriers they face, and their enjoyment of the in-store experience. This critical information will enable retail bosses to focus their attention on areas of the experience that cause the greatest concern. Thus creating customer experiences fit for the present time.