Customer satisfaction is still and always the holy grail for companies. Why that ? Simply because who says satisfaction potentially says customer loyalty and additional income! One question then remains… how to boost customer satisfaction?
Let the consumer express themselves to improve customer satisfaction
In order to improve the satisfaction of your customers, you must obviously know what does not make them happy on your e-commerce site or with regard to your products for example. To do this, you must listen to them and let them speak.
In stores, a possible solution considered to be fun is an interactive terminal which will ask questions about reception in the store, the availability of products, the advice obtained, etc. These terminals are a particularly useful source of information in order to collect customer reviews directly during the shopping experience.
The installation of this type of bollard is easy and inexpensive in view of the advantages obtained. Collecting reviews is simple and does not require dedicated staff. Customer satisfaction indicators can then be monitored very regularly and corrective actions can be implemented immediately.
What type of interactive kiosk should you choose to place in your physical store?
There are two main types of terminals for measuring customer satisfaction. The first device is very simple: it is a box with 4 smileys (ranging from the very happy smiley to the very unhappy smiley) on which it is possible to “buzzer”. These smileys are placed next to a question concerning a specific theme of satisfaction (reception, cleanliness, etc.).
This type of terminal makes it possible to have a rather limited return concerning the satisfaction or the non-satisfaction of customers. This is why the second type of kiosks is much more interesting: touch pads.
The tablets make it possible to consider more specific questions, mixing images, text, etc. The response methods can be varied (single choices, open questions, smiley questions, etc.). The answers obtained are therefore much richer for marketers and allow them to implement specific corrective actions. Be careful not to want to make a complete and too long questionnaire, which will harm your strategy! This much more precise type of questionnaire could instead be the subject of an emailing campaign.
Customer satisfaction must be constantly questioned within your business. All sectors of activity are concerned. Give your consumers a voice, learn from their feedback and continually improve!
