On location, point of experience visitor feedback via their own cell phone.
Replaces comment cards.
Delivers lower maintenance costs, improved HSE, happier visitors – and no nasty surprises on social media.
Florida Rest Areas – A GovTech Case Study
Feedback via The Cell Phone – The Process
The visitor feedback software uses signage to request a response eg. posters, table-talkers.
The visitor feedback platform allows the visitor to respond immediately via their own cell phone or on-site tablet.
Low scores from unhappy visitors trigger immediate SMS / Email alerts to staff.
Alerts tracked until completion – true closed loop feedback.
Requesting Feedback via Signage
On location signage prompts visitor feedback. They choose QR code, Web, Phone call or SMS.
No app needed. It works immediately on any cell phone or tablet.
Multiple Device Inputs
More convenient for the Visitor – More responses for the business.
Cell Phone
Kiosk
Land Line
Tablet
Email
1-Click Staff Alerts
Low scores, specific answers, even certain keywords trigger an alert to staff in seconds.
This means….
- The right staff get an alert in seconds
- So can fix the issue
- Connect with the visitor
- Close the feedback loop with 1-click
- For improved operating standards
- Happier visitors
- …And no nasty surprises on social media
Private, Online Dashboard
Updated in real-time, shows location performance and leaderboardds
Data populates a dashboard
- The right staff get to see the dashboard
- For any location, group or total
- Through interactive, drill down charts
- …..including a leader-board
- And tracks the progress of all alerts until they are closed out
Visitor Feedback – The Return on Investment
The ROI is an aggregate of:
- Increase in visitor satisfaction and retention
- Improvement in operational standards
- Reduction of existing feedback costs
- Elimination of feedback analysis
- Improvement in maintenance cost
- Decrease in HSE exposure
- Reduction in online complaints
- Ready made ticketing and performance contract system