In this blog we will discuss 5 techniques to integrate customer satisfaction survey with the queue management system. The queue management system and customer satisfactions surveys and feedback system both are very powerful tools used to improve customer journey to increase customer retention. However, these days both systems are integrated to improve the efficiency. The customer satisfaction survey and queue management system plays an important role in improving customer satisfaction and happiness. There has been so many studies and researches which suggested that a bad experience can have devastating long term impact on the business growth. Almost 75% to 80% customer switch to other service providers after having a bad customer experience. That is the reason businesses in Dubai and all around the UAE are eagerly seeking best practices and techniques to effectively collect customer feedback to prevent bad customer experiences.
A customer satisfaction survey is a set of questions that businesses ask to their customers to understand their opinion about various steps of the customer journey. This will help them highlighting the areas of improvement and also help them to rectify such problems which are hampering the smooth customer journey. A queue management system is used to manage control and improve customer flow and customer journey. It allow businesses to control and manage various touch points and also capable of capturing different type of data which also help businesses to identify and rectify customer journey problems.
When both customer satisfaction survey system and a queue management system is integrated, it can improve the efficiency of the both and it provides more accurate and precise data which help business in making decisions and taking steps to improve customer experience and customer journey. Here are 5 techniques to Integrate customer satisfaction survey with queue management system:
1. Integrate Customer Satisfaction Survey with Queue Management System via Tablet & Touch Screen Kiosks
Integrating customer satisfaction survey with queue management system is very beneficial. It help businesses gather better customer feedback and business intelligence. In Dubai and all around the UAE the most common method used to integrate customer satisfaction survey with queue management system is tablet and touch screen kiosks. Tablets and touchscreen kiosks are very cost-efficient and easy to deploy and manage. The integration is done by a web-based interface or an application. The tablet kiosk or tablet stands are usually made up of an Android or Apple tablets. The customer satisfaction survey includes applications for these two platforms. These applications provide a customer satisfaction survey interface where the customers can submit their feedback and then the apps store the feedback data on the customer satisfaction server.
The work flow is very simple. For other touch screens such as Windows OS based industrial grade touch screens usually a web-based interface is used to offer customer satisfaction survey which directly communicate with the server. There are dedicated customer satisfaction survey systems and some modern queue management systems also comes with an in-built customer satisfaction survey module. For any case the system can take feedbacks from various devices and then store it on the server.
2. Integrate Customer Satisfaction Survey with Queue Management System via SMS and Email
Integrating a customer satisfaction survey with a queue management system via SMS and Emails is also very simple and very popular technique. As all modern queue management systems are already integrated with the central information center so it can have access to the customer’s mobile number and email. The alternate method is when a customer sign-up for the queue the ticket dispensing interface can request them to provide their Email or SMS as per the system’s configurations. In either case the queue management system link the customer with the ticket number, when a ticket got open at a counter, the queue management system relay that information to the customer satisfaction survey system or the module and when the ticket is closed by the agent, the customer satisfaction survey system/module can automatically push an online survey link to the SMS or Email of the customer.
For the emails, either a link for an online survey is sent. From that link the system can identify the customer hence no need to ask them to fill in their data again, so they directly starts from the questions. Once they are done with the feedback, the system store the feedback and the customer details in the system. In case of a SMS either a link for the online survey is shared via SMS which also work exactly the same as that of the email link. Another method is to take feedback via the SMS itself. For example the SMS sent to the customer is with a short question and a set of answers and the customer replies with the desired answer number. The system automatically store the answer and customer details in the system.
3. Integrate Customer Satisfaction Survey with the Queue Management System via QR Code
Integrating customer satisfaction survey with queue management system via QR code is a slightly new trend. The QR Codes, the Customer Satisfaction Survey and the Queue Management System all three are completely independent applications. However, the QR Codes can easily be used to work with other IT solutions. A QR Code actually contains a small chunk of data which is in the forms of bits, these days, almost all modern smartphones have in-built QR code scanning feature, the QR codes are scanned with a smartphone camera and the smartphone can extract the instructions from the QR code, in our case the information will be a link to an online customer satisfaction survey. The customer can submit their feedback and the system can store the feedback to the system with all required details such as the customer details, the agent/server details and the service details which the customer have availed.
All these information are required to process customer satisfaction survey feedback data and extract actionable reports from that data. The QR code is pasted on each counter, and each counter have different QR code, which contains the information of the counter and the agent who is working on the counter at the time of accessing the survey. The customer information and the service details can also be pulled out of the queue management system. Usually for QR Code based customer feedback systems, the customer details are being asked again when the customer go the survey, as the time of the service and ticket closing could differ from the time of submitting the survey. The QR code based customer satisfaction surveys are usually slighter longer than usual and contains a few more questions to get more details.
4. Integrate Customer Satisfaction Survey with the Queue Management System via Smartphone Apps
Here in UAE the smartphone apps are very popular, people love to access various services online via smartphone applications. Everyone has at least one smartphone and access to the high-speed internet. Which makes the smartphone applications an ideal medium for communication and digital services. Several researches shows that people use smartphone more than traditional computers/laptops. Which makes them even more important for businesses. These days all sort of businesses and enterprises even SMEs are offering smartphone applications to their customers. The modern day queue management system comes with in-built support for smartphone applications. The smartphone applications are a great medium for personalized communication with your customer. These days virtual queuing is also gaining popularity and almost all virtual queue management systems come with a smartphone application.
When a customer sign-up for the queue they are being asked about the service they want to avail, then in the next step when they arrived at the counter, the agent pull all their details into the agent dashboard, which can be linked to the customer satisfaction survey system or module. Later when the ticket got closed the system automatically match those details, identify the customer and the service they have availed, it also identify the agent/server who served the customer and then for that customer in their smartphone application a customer satisfaction survey appears. The customers can be encouraged to submit the feedback by in-app alerts and notifications too. Once a customer submit a feedback then it can be stored in the system with all the required information linked to it which can be captured from the agent dashboard, queue management system and central information center of the enterprise.
5. Integrate Customer Satisfaction Survey with Queue Management System via Customer Portal
Online Customer Portals are not a new thing, they are being used by the businesses to enable a very personalized communication channel for their customers where they can manage a lot many business processes. Customers frequently visits their portals to either perform a task or to learn about the updates or to check the status of various things. Online customer portals are a great medium for customer satisfaction feedback as well. Businesses can link the queue management system with the online customer portals and the customer satisfaction survey to make a very personalized customer experience. Such setup boosts the survey completion rates. Customer feedback coupled with inputs from various other systems could be a great source of valuable business intelligence data.
Whenever a customer sign-up for the queue, and then get served on the counter, the queue management system can collect various information such as customer details, agent details, service details and various other parameters and after that it enables a customer satisfaction survey link in online customer portal dashboard via the in-built module or a third party customer survey system. When the customer submit their feedback it get stored on the server along with all required parameters coming from queue management system and various touch points of customer journey.
What are the Advantages of Integrating a Customer Satisfaction Survey with the Queue Management System?
There are certain behavior and trends for the customer satisfaction survey. People mostly don’t like to spend more time on such things. Which is why all the marketers seeks methods and techniques to reduce the customer satisfaction survey size. The businesses should always have to be very creative and innovative to ask setup customer satisfaction surveys in a way that it require very less time to submit the feedback but it return more data for them to have better understanding of their subject. This is the reason when customers are asked to fill in their contact details and other information before submitting a customer feedback, most of the customer leave without completing it. Only a few customers will take time to submit their feedback with such a long process and most of them would be due to a very bad experience. This completely defies the purpose of the feedback and business can only get a limited vision of their business processes.
However, when a customer satisfaction survey is integrated with a queue management system, business don’t have to ask their customers to fill in long forms and their details before attempting the survey. The customers can directly sent to the question page, and the remaining information can be collected automatically from integrated systems. The businesses can easily get following data automatically:
- Customer Identity & Customer Contact Details
- Service Details
- Agent/Server Information
- Date and Time of the Service
- Queuing Data
- Customer Journey KPIs
If the business, marketer and the system providers are creative they can even link other inputs with the feedback data, for example, if it was their first negative feedback, or the same question got negative response in past, or if the same agent/server is getting negative feedback for a particular service and so many more details. Such details further refine the business intelligence and provide the management a broader and wider prospective of the customer interaction with their brand. The businesses can take more discrete and impactful decisions, form policies and make new strategies to improve everything.
Conclusion
Businesses in Dubai and all around the UAE are using customer satisfaction surveys and queue management systems but very few knows the importance of integrating the two systems. However, the latest queue management systems are coming with in-built customer satisfaction survey module and the queue management systems can also be configured easily with the customer satisfaction survey system. The main idea to integrate the two systems is to increase the completion rate and to collect more in-depth business intelligence. The precise and detailed data collected from such system can be utilized to easily identify the areas of improvements. And business can also rely on the feedback data and business intelligence for improving future policies and making new strategies to improve customer happiness and customer retention which aid continuous business growth. The above mentioned integration techniques will help you understand the integration process and its benefits. If you want to integrate a customer satisfaction survey system with queue management system, feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you.
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