opiniator is a customer feedback and recovery platform for brick and mortar businesses that captures on-the-spot ratings, comments and feedback from real customers using their own mobile phone – at any time throughout their experience, then tracks the issues until resolution.
This means the business can respond and connect, before they take their business elsewhere, and worse yet, take their friends with them.
Benefits
Closes the Feedback Loop
Track customer issues and all staff actions until they are resolved.
Protects Business from Complaints
Reduce unexpected online complaints – too late for the business to intervene.
Grows Customer Retention
Unhappy customers are contacted immediately – recovered and retained.
Improves Safety and Maintenance
Find and fix HSE or maintenance issues before they impact customers.
How It Works
ASK
Customer sees request to give feedback – via on-site poster, table talker, or postcard
ANSWER
Customer provides feedback – using SMS, Voice or Web via a quick survey. No app needed.
ACT
Business sees feedback via a dashboard, receives immediate staff alerts and takes action
AUDIT
Business responds to issue, tracks all actions until completion and recovers customer
Features
Immediate Staff Alerts
Staff are alerted via email or SMS if the customer is unhappy or an issue needs fixing.
Smart Social Media Connect
Only happy customers are nudged to social media for a testimonial.
Multiple Survey Inputs
Customers choose feedback method from Web, QR Code, SMS, Phone Call or Email.
Net Promoter Score (NPS)
The Net Promoter Question can be used to measure loyalty
Alert Tracking
Alerts are tracked until resolution. Staff are reminded until actions are completed.
Photo Upload
Customers can upload a photo for increased detail and insight.
English and Spanish
Feedback convenience is increased by supporting English and Spanish.
Benchmarking
An online leader-board shows the gap between best and worst in class
Customer Connect
The business can connect with the customer within seconds – still at the location.
Online Dashboard
Private dashboard updated in real-time to show location(s) performance.
Smileys / Icons
Any icon set can be used for a question eg. smileys, stars, or thumbs up
Survey Design Help
We help to design and manage the whole feedback process.
Designed for Maximum Convenience
Improves Facility Performance
With Opiniator, the contractor and the FDOT contract manager will get an email immediately from the system when the visitor gives a low rating, or requests to be contacted. Because the feedback is in real time via the visitor’s own cellphone, any concerns, maintenance or safety issues can immediately trigger an alert to DOT staff so they can fix the issue and connect with the visitor well before the issue affects others. Opiniator replaced our old comment card system.
Kirk HutchisonTrusted by Leading Brands
Close the Feedback Loop
Know what your customers are thinking and track what you are doing to respond.
Improve location service, safety, and maintenance.
Prevent your customers from defecting or complaining online.
Increase customer satisfaction, and take back control of customer feedback.