SMARTFEEDBACK™: Customer Feedback Management Solution

Customer Feedback Management Solution

Identify customer opinions, concerns, needs, interests, and preferences in real-time and incorporate them into your customer experience and business strategy.

Customer service is often reactive; communication only occurs when customers reach out to complain about their negative experiences. And, in competitive market like nowadays, when customer experience is compromised, customers tend to go elsewhere.

Today’s customers are more demanding; they know what they want and they have high expectation on how a service should be. Therefore, it is important for businesses to be proactive by understanding customer’s concern and addressing any issue even before it occurs.

SMARTFEEDBACK™ customer feedback platform aims to gather vital customer data to better measure customer experience success and service performance. Intuitive and user-friendly, feedback is submitted with minimum effort. SMARTFEEDBACK™ can be implemented through 2 different methods:

On-Premises: Wireless tablet or self-service kiosk within the business premises
Off-Premises: Cloud version accessible off-premise through a mobile device with internet connection

The module allows you to capture feedback and obtain your customers suggestions and opinions on:

Rating of service quality provided by each staff or overall quality
Type of information, products and services customers are interested in
Constructive feedback on service provision, procedure, ambience, and many more

SMARTFEEDBACK™ Customer Feedback Solutions makes it easier than ever to create polls and survey questionnaires to learn more about anything, from customer satisfaction to market demand. This feedback capture solution will help you enhance customer service and find ways to boost your revenue.

The Main Features
of Customer Feedback Solutions

SMARTFEEDBACK™ on-premises Customer Feedback Solution can be applied on any tablet device or self-service kiosks while the cloud version can be accessed through any cellular device that is connected to the internet, to be able to issue the SMS that contains the feedback link, and to open

Flexible Survey Methods

The SMARTFEEDBACK™ Customer Feedback Solutions has 2 versions that provide a multitude of options for customers to submit their feedback.

On-premise Customers can link their feedback to the service they have just received by entering their ticket number or scanning a barcode/QR code provided on their ticket. Alternatively, customers can provide feedback anonymously at the kiosk.

Off-premise A timed and automated SMS will be sent to customers post-service, with a link leading to a site where they are able to provide feedback. Similar to the on-premises version, customers are able to link their feedback to their service by entering their ticket number, or provide the feedback anonymously.

Various Formats of Questions

SMARTFEEDBACK™ Customer Feedback Solutions comes with various question formats you can choose based on the context of the question:

Single/multiple questions
Smiley face selection
Thumbs up/down selection
Satisfaction scale, or
Free form response, etc.

Personalised Design

SMARTFEEDBACK™ Customer Feedback Solutions is designed with your corporate logo, colour and identity to enables consistent corporate branding across touch points.

Specified Surveys

SMARTFEEDBACK™ Customer Feedback Solutions allows you to define the necessity of the survey; whether it is a generic survey that can be filled anonymously or must be linked to the service taken. Meanwhile, you can also define questions as obligatory of optional which enables customers to skip the questions.

Centralised Comprehensive Report

SMARTFEEDBACK™ Customer Feedback Solutions generates comprehensive reports which enable you to identify customer experience accurately. With centralised solution, you can even obtain branch-to-branch comparison on customer feedback to be used in identification of integrated improvement.