Closed Loop Customer Feedback - Features

Location staff are immediately notified (via email or SMS) of any negative feedback – and given the information needed to fix the problem and connect with the customer. The customer can even upload a photo.

Alerts are tracked until resolution. All actions taken to rectify an issue or dissatisfied customer are documented and reminders are sent until completion – so ensuring action is taken and closing the feedback loop.

The customer can include contact information in their communication. Location staff use this information to connect with the customer. Direct SMS chat also available.

opiniator survey tool reviews business survey data in real-time and invites just the satisfied customers to provide a testimonial on social media sites.

In addition to feedback scores and ideas, customers can also upload a photo via their mobile phone to provide more detail. This upload becomes part of the staff alert.

As part of a feedback session (or standalone), customers can request to chat to the business via SMS, in real-time. The business uses any web enabled device for this guest messaging.

The business sees all the feedback via a private online dashboard, with data updated in real-time. The business can see if customers are satisfied and how it is performing at any location or group of locations.

Customer convenience increases when they can choose from delivering feedback via SMS, Phone call, Web / QR Code. We include all phones, not just smartphones, and cover all demographics and preferences.

Feedback can be delivered in English or Spanish. This means more convenience for the customer and higher response rates for the business. More languages to follow.

1 click icons including Smileys and Stars can be used for certain questions. This is very convenient for customer and often leads to higher response rates.

The Net Promoter Score (NPS) is standard question across many industries that  asks customers for the likelihood they would recommend the product or service to a friend.

Ranking the location performance for any feedback question shows the best in class and the rest. This leaderboard is the foundation for operational improvement.

You are not on your own. We help with survey design, question creation, staff training, feedback implementation, and analysis review. We’re here to help in an ongoing process as you fine tune your surveys and gather the information you need.