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Understanding Customer Sentiments by Implementing a Modern Customer Feedback System

Dubai is a central hub for business activities in the region and providing a doorway to access Africa, Middle East, Asia and European markets. Major cities in UAE like Dubai, Abu Dhabi, Sharjah and other emirates are home to international commerce, trade and businesses. It is due to the super business-friendly government policies, world-class infrastructure and dynamic business landscape which is attracting thousands of investors every year. This makes UAE a great business hub, thus also raising the competition.

In general the customers have higher purchase power, they are more tech savvy and highly demanding. Every increasing customer needs and highly competitive markets demand businesses to be more aligned with customers by acquiring deeper understanding of customer sentiments. Offering high-quality products and services alone is not enough for success, businesses must have to align themselves with customer needs, desires, and expectations. Businesses often invest huge amount of resources in improving internal processes, adding features to their products, introducing new services and enhancing customer experience.

However, most of the time businesses are making such decisions on the bases of experts’ opinion, competitive market research and various other factors, while totally undermining the customer sentiments. Which sometime could cause huge failures too. In this blog we will discuss how businesses can understand customer sentiments by implementing a good customer feedback system.

Understanding Customer Sentiments by Implementing a Modern Customer Feedback System
Understanding Customer Sentiments by Implementing a Modern Customer Feedback System

What is Customer Sentiment Analysis?

A customer sentiment analysis is a systematic approach of understanding and interpreting the customer attitude, emotions and opinions a customer shared or expressed towards your brand, employees, products, services or his/her overall experience with your business. It is a much deeper understanding of customer feedback than that of what we usually do. When it comes to customer feedback businesses often thinks of collecting feedback data using various manual or digital channels such as printed feedback forms, happiness meter, NPS Score, social media polls, or rating at a website.

However, the customer sentiment analysis is collecting all that data, running it through a system and understanding how the customer actually feels while sharing a certain opinion. The primary objective of performing a customer sentiment analysis is to understand how your customers feel about a particular aspect of your business such as new product features, customer wait time, service quality, online self-service channel, etc. Thus the customer sentiment analysis goes beyond tradition categorization of customer feedback such as positive, negative or neutral and offers a much deeper, accurate and better understanding of customer sentiments, enabling businesses to make more informed decisions and raise their chances of success.

See Also: 10 Ways to Collect Customer Feedback

What is Customer Sentiment Analysis?
What is Customer Sentiment Analysis?

How Customer Sentiment Analysis is Different from Traditional Customer Feedback?

The customer feedback collection is a common practice, businesses regularly ask customers about their feedback, suggestions or opinion. Usually a customer experience manager is in charge of executing the customer feedback drive. Business often go for a closed-loop customer feedback collection method which is much better at building relationship and increasing customer engagements.

However, all traditional customer feedback methods lack in providing a deeper understanding of customer sentiments. This doesn’t mean the customer sentiment analysis is a completely different process, no, it is same as collecting customer feedback, but the major difference is at how you process the feedback data. Here are some key components of customer sentiment analysis which distinguish it from traditional customer feedback management processes:

  1. Text Mining: This is the most common sentiment analysis method, it enables businesses to collect valuable insights from textual feedbacks, such as survey responses, suggestions, customer reviews, social media interactions, and all other textual forms of customer feedback.
  2. Natural Language Processing or NLP Analysis: That is a modern and one of the most complex form of analysis, it uses modern AI (artificial intelligence) and smart algorithms to analyze written or spoken feedback and provide context, sentiments, and semantics of the feedback data.
  3. Contextual Analysis: A contextual analysis is done using advanced analysis tools and certain feedback techniques which enable businesses to understand the actual context in which the customer has expressed certain sentiments to avoid misinterpretation.
  4. Sentiment Classifications: Once collecting customer feedback data and analyzing it to identify different sentiments, we must classify them in certain pre-define categories. These categories are more granular then just positive, negative or neutral and help taking right decisions.
  5. Machine Learning (ML): This is one of the most modern sentiment analysis technique, usually medium and large sized businesses implement it. An AI model is used for this analysis which is trained to identify patterns and sentiment indicators from a large feedback database.

In simple words, understanding customer sentiments is crucial for a business to acquire actionable insights that effectively aligns their strategic decisions with the customer needs, expectations, and desires. Businesses can leverage customer sentiment analysis to improve their products, services, customer experience, brand perception and reputation and for predictive insights. This is what makes customer sentiment analysis far more effective than traditional customer feedback management.

See Also: 5 Techniques to Integrate Customer Satisfaction Survey with Queue Management System

How Customer Sentiment Analysis is Different form Tradition Customer Feedback?
How Customer Sentiment Analysis is Different form Tradition Customer Feedback?

The Transformation of Customer Feedback Systems

The customer feedback systems have completely transformed over the time, starting from a paper-pen based printed feedback forms it has now become a more comprehensive and complex digital platform. Which not only enhance customer feedback system but also offer a more engaging and seamless customer experience. Primarily the customer feedback systems were designed to monitor and measure customer satisfaction, however, over the course of time, the customer feedback management itself have transformed into a more complex and comprehensive business process.

Therefore businesses took advantage of digitalization and automation by implementing modern customer feedback system, which are providing more detailed customer feedback data, with highest level of accuracy and convenience. In past the customer feedback was collected through the paper forms, which were then processed, and the data was digitalized, mostly excel sheets were used. The customer experience manager or relevant person had to perform the analysis manually in excel or any other program of their choice. This means from collecting the feedback to converting it into actionable insights, it could take weeks or even months if the data is large enough.

See Also: 10 impacts of Queue System with Customer Feedback System

The Transformation of Customer Feedback Systems
The Transformation of Customer Feedback Systems

However, with the advancement of technology the modern customer feedback systems are able to collect, store, process and analyze the customer feedback data in real-time. All branches or touch points can be connected through a centralized customer feedback management system. This also allow integrating more digital channels such as touchscreens and tablets, emails, online surveys, SMS, WhatsApp, web forms and even social media and several other online channels. It is this ability to integrate the customer interaction from many channels into a single cohesive and centralized platform, makes modern customer feedback systems superior.

Furthermore the rise of digital communication channels and ever-changing customer preferences also encourage businesses to adopt to a multi-dimensional and diverse feedback management system. The ability to collect customer feedback data and provide real-time analysis, reports and insight is incredible. Businesses can leverage it to greatly improve customer relationship and gain their trust. Real-time customer feedback data and reporting can greatly enhance visibility and provide management more time and room to take effective actions. Therefore a modern customer feedback system is essential for customer feedback management and customer sentiment analysis.

See Also: Brand for Less Group Have Acquired RSI Customer Feedback System

The ability to collect customer feedback data and provide real-time analysis, reports and insight is incredible.
The ability to collect customer feedback data and provide real-time analysis, reports and insight is incredible.

Why Customer Feedback System is Essential for Customer Sentiment Analysis?

Think of reading out hundreds of customer comments on social media, or emails, or think of reading out hundreds of feedback forms, and then analyzing the data to get accurate understanding of customer sentiments. Will it be possible, no, it won’t. One can only read and comprehend handful of feedbacks by just reading them, but if your feedback dataset consists of hundreds if not thousands of feedbacks and as many are coming from two different channels, or even it could be from 8 to 10 different channels, it is absolutely impossible for a human being to read out all those feedbacks and understand the insight. That can only be done with the aid of a computer or specialized program.

A modern customer feedback system does the same. It is capable of collecting thousands of feedbacks from various different sources, classifying and categorizing them automatically using smart algorithms, performing several analysis on the feedback data and producing actionable reports within blink of an eye. That is why a customer feedback system is absolutely essential for modern customer feedback management and understanding customer sentiments analysis. It is not only about the size of the data, but different communication channels offer different types of feedback and different levels of details and context which is why a comprehensive framework is necessary which can systematically process the feedback data and provide valuable insight for strategic decision making.

See Also: Harmony Medical Center Acquire Customer Feedback Kiosk Stand from RSI Concepts

Why Customer Feedback System is Essential for Customer Sentiment Analysis?
Why Customer Feedback System is Essential for Customer Sentiment Analysis?

Conclusion

In the modern business landscape, especially in competitive markets like of Dubai, Sharjah, Abu Dhabi and other UAE regions, a business must have to have a deeper and accurate understanding of customer sentiments in order to align its strategic decisions with customer needs, desires and expectations. The traditional customer feedback management methods have lost their significance, although they could still be valuable to some extent but fall short on providing deeper understanding of customer sentiments. Businesses must have to understand what customer likes, what they don’t like, what their pain points are and what they are expecting. Therefore businesses need a comprehensive framework to manage customer feedback which can collect feedback data from various channels, consolidate it into a single database, and allow management to perform analysis and produce intuitive reports to actively include customer feedback in their decision making processes.

The evolution of customer feedback system from a simple printed feedback forms to a sophisticated digital and smart software-based platform indicates the importance and value of customer sentiments. In this blog we have briefly discussed why business need to understand customer sentiments and why a digital customer feedback system is the only tool to achieve that. If you want to learn more about the subject or if you want our help to implement a bespoke customer feedback system for your business, please feel free to contact us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.

Brand for Less Group Have Acquired RSI Customer Feedback System

Brand for Less Group Have Acquired RSI Customer Feedback System

RSI Concepts have completed deployment of customer feedback system and QR code based surveys for the customers and visitors for Brand for Less Group. The customer feedback system is installed at all major branches in UAE (25 branches till date) with an aim to collect valuable customer insights which will help BFL Group to further improve their customer’s experience and happiness. The rapid growth and long term success of the Brand for Less Group is due to their policies and strategies to satisfy their customers and to offer them the best products and services. The Brand for Less Group was established in 1996 in Lebanon and later entered into UAE market by 2000. Since then the popularity and operations of the BFL Group have increased rapidly. If you are living in UAE you must have heard or visited Brand for Less store at least once, it is very popular across the country. The quality products, exceptionally discounted prices and wide range of popular brands make BFL the best choice for families and regular shoppers. The Brand for Less offers up to 80% off from the original retail price of the products, but the price is not the only reason of attracting such a large scale audience. In fact it is product’s quality, the level of customer service and customer satisfaction along with exceptional prices which keep BFL growing at such a rapid pace.

In order to step up their customer happiness strategy the Brand for Less Group has decided to implement a system to collect customer feedback across several branches in UAE. The primary goal of the customer feedback system was to deliver the required feedback data with utmost quality and in large quantity. For any customer feedback collection campaign the feedback data quality and quantity determines its success. For that the Brand for Less have approached several top rated custom software development companies in Dubai, RSI Concepts was one of them. Thankfully due to over experience in the field and our strong clientele, we have earned the trust of such a prestigious organization. The Brand for Less management conducted intense scrutiny of all the vendors who were submitting their bids, and finally RSI Concepts was selected for the project. The initial stages and requirement gathering phase were done quickly followed by a rapid pace development for the customer feedback system.

The system was fully customized to meet the very specific needs of BFL Group. The Customer Feedback System was designed to utilize two major channels, in-store tablets/touch screen and QR Code based online surveys with ability to scale up in future if needed. The visitors and customers can instantly provide their feedback about their experience by a single tap on the touch screen. This makes the feedback collection process quick and customer-friendly. The QR Code module was also designed to simplify the feedback submission process for the customers to boost the quality and quantity of the customer feedback data. Customers can easily scan the QR Code pasted on strategic locations at the branches, where they are taken instantly to a feedback submission page. The customers can submit their opinion about various subjects and in case if a negative or unhappy feedback is detected the system can request the customers to provide additional information for later follow ups. Everything is done and managed through our Centralized Customer Feedback System and there is no need of any assistance or support from the staff for feedback submission. There are tons of in-built features that further simplify to analyze and process the feedback data for the management and head-office.

Here are the remarks of our Sales and Marketing Manager, Ms. Maheen Waheed. Who was the leading the project and done a remarkable job in delivering such a great customized feedback solution:

“Brands for Less Group is a very popular and prestigious business group in UAE and also in GCC. The project management team was highly professional and very cooperative at each stage of the project. This enabled us to deliver the project in a very short deadline. The initial response after the UAT was very satisfactory, everyone in the team loved the functionality and features of the customer feedback system. We will look forward for a long term partnership with BFL Group.”

RSI Team is always craving for customer satisfaction. Our customer’s happiness is our top priority which we achieve by delivery the best products and solutions. The Brand for Less Group was looking for a customized solution for their customer feedback collection needs. Our customer feedback system is already trusted by top-notch businesses and brands in UAE and all across the GCC. Our experience in the relevant projects and our highly skilled team enabled us to deliver the best solution for our customer’s needs. We will look forward to expand our partnership with Brand for Less Group in future and we will keep up our hard work to delivery best customer satisfaction solutions for our customers.

Check out this: How to Reduce Queues in Banks?

Al Shams Media City Freezone acquired UAE’s leading QMS & Feedback System from RSI Concepts

Sharjah Media City (Shams) Free Zone is one of the newest free zones and was established in early 2017 to particularly support and facilitate media businesses. The Sharjah Media City (Shams) Free Zone is also known as Shams Free Zone, and since day one it is enabling hundreds and thousands of entrepreneurs to grow and thrive. The Sharjah Media City Free Zone is also popular due to its super-fast and super-convenient business setup process and excellent customer support. The Sharjah Media City Free Zone made the business setup process super convenient and very customer-friendly. The free zone has great customer support and online services to further improve customer experience. The Sharjah Media City (Shams) Free Zone is a customer-centric organization and it is always actively seeking ways to further improve the customer journey and customer experience. Very recently Sharjah Media City (Shams) Free Zone has decided to commission a queue management system to streamline their customer flow and to obtain some feedback from their customer and visitors.

Queue Management System

RSI Concepts was being contacted to provide a very efficient and effective queuing solution and customer feedback system. The requirements were very clear and the objective was to achieve the highest possible customer satisfaction by providing them the most convenient customer journey and an excellent customer experience. The complete solution consists of two parts, one is RSI Queue Management System and the second component is RSI Customer Survey and Feedback System. RSI Queue Management System (QMS) is a state-of-the-art customer flow management system with advanced features and tools. The system enabled Sharjah Media City (Shams) Free Zone to significantly improve their customer experience by reducing the customer wait time and improving the customer flow management. Our Queuing System also helps improving employee efficiency by reducing their efforts for customer flow management along with capabilities to integrate with other systems and corporate tools.

RSI Customer Feedback and Survey System is designed to allow the organizations and businesses to measure as per the NPS Standards. The NPS or Net Promoter Score is known to be the best indicator of performance and quality. Moreover, the customer feedback system has the capabilities to customize the questionnaire which further enables the management to collect various different types of feedback from customers and gather valuable business intelligence. Direct customer feedback is very crucial along with other indicators to measure the quality and performance. Businesses are investing heavily in implementing systems and solutions to improve customer experience and customer satisfaction. But there should be a mechanism to monitor and measure the impact of those all efforts, the customer feedback, and in-built queue management system statistical and analytical data collection tools are a great way to measure the usefulness of all the efforts to improve customer experience and customer journey.

Sharjah Media City (Shams) Free Zone is using Zoho CRM (Customer Relationship Management Software) to track and identify a business or company along with features to create sales and leads. The data synchronization and integration can significantly improve the work efficiency of a system or software. It allows businesses to innovate new ideas and to achieve specific goals.

Here are the remarks of our Project Manager, Mr. Shehzad Asghar:

“The Sharjah Media City (Shams) Free Zone is such a great organization with highly professional and disciplined staff. The complete project execution was seamless, in-time, and very smooth. Thanks to the management and team at the Sharjah Media City (Shams) Free Zone, due to their support and cooperation the entire project execution was done very smoothly. The final testing reveals that the outcome may surpass the expectation in a year or two. Overall the Queue Management System and Customer Feedback Systems are very effective in improving customer experience and gathering business intelligence.”

Indeed Sharjah Media City (Shams) Free Zone is a huge contributor in supporting local businesses and entrepreneurs. The free zone is adopting high-tech solutions to meet the ever-changing needs of the customers. Implementing RSI Queue Management System and RSI Customer Survey and Feedback System is another leap forward. We will hope to expect more such collaborations with Sharjah Media City (Shams) Free Zone in near future.

Check out this blog: Qualities of a Good Mobile App for Queue Management System

How to Collect Customer Feedback in 2021 and why it matters?

As 2020 have dramatically changed everything, the basic business practices and norms are changed, moreover, the service delivery mechanisms are completely changed. People are expecting a whole new eco-system. Businesses have immediately adopted this change and did whatever they could do to satisfy their customers by improving the customer journey and overall customer experience. Let us say you made huge changes and invested a lot to facilitate your customers, but how would you know your strategies are working and the customers are truly happy? What is the impact of all those investments on your customers experience and how did those upgrades improve customer satisfaction level? The answer is a super-efficient customer feedback system!

How-to-Collect-Customer-Feedback-in-2021-and-why-it-matters

Why Customer Feedback Matters?

Why-Customer-Feedback-Matters

A customer feedback system will let you understand the impact of your current upgrades and changes that you have made to meet the new demands of the customers. Their feedback will help you further improving the process and evaluating your current setup. By gathering customer feedback you will be able to understand their perceptions and their thoughts, and of course their demands. This customer feedback not only allows you to take vital decision to improve customer experience and customer journey, but it will also help you to evaluate your existing service delivery mechanisms and customer journey. As there are a lot many feedback collection methods, so you also have to choose which method is suitable for you and can ensure good results. The year 2021 will be a completely new era in the service industry and in this blog we will elaborate on different methods to gather customer feedback in the year 2021.

Here are a few benefits of collecting customer feedback:

  1. Chance to understand customer’s preferences, their likes/dislikes
  2. Customers will feel that your care for them and their suggestions matters a lot for you
  3. Build trust in your brand, improve your reputation and enhance your brand identity
  4. Understand the new market trends, demands and people’s expectations
  5. Take vital decisions to improve your services/products and service delivery mechanism
  6. KPIs will help to improve the customer journey and evaluating the agent’s efficiency
  7. Help to retain the existing customers and also maintaining a steady growth
  8. Help in the decision making for future investments and innovating new ideas to improve customer satisfaction and service delivery mechanisms

These are just a few major benefits you can get by collecting customer feedback. In short collecting customer feedback will help you a lot in keeping up with the new trends of 2021 and gaining a competitive edge.

Read also: 10 impacts of Queue System with Customer Feedback System

How to Collect Customer Feedback in the Year 2021?

How-to-Collect-Customer-Feedback-in-the-Year-2021

Well 2021 will be a completely new landscape for the service-based industry, not only the behaviour of the customers/visitors will impact your growth but it could also directly impact your reputation and brand identity in the market. So, it is very important that you collect comprehensive feedbacks and conduct surveys, do follow-ups with the customers and request them to share their experiences and thoughts about their last visit to your branch.

Here are the most popular and most effective methods to collect customer feedback in the year 2021:

1. Customer Happiness Meters

Customer-Happiness-Meter

Customer Happiness Meters are the most simplified form of collecting customer feedback. Usually, the feedback is taken in the form of a happiness scale which indicates how was the customer’s experience at the branch. The meter could range from 3 to 5 simple icons or emoticons or buttons. These inputs range from a visual representation of worst experience to great experience and in between usually followed up by a simple question such as “How was your experience today?” or “How well you were served today?” This type of feedback has the highest attempt rate.

To further improve the interaction you can also link your customer feedback system with your digital queue management system or CRM software to link the feedback to the customer who is providing the feedback and in case of negative feedback, your support staff could later contact them to learn more about their experience and to take more suggestions. Another simpler method is to request customers to input their contact details after submitting negative feedback, though this will reduce the feedback rate still it is a very effective method.

Usually, the customer happiness meter is installed in touch screens and tablets and placed on all counters, or at the entrance or exit points, where the customer can easily access it. Different businesses require different solutions.

Read also: Customer Feedback System with QR Code for each property – DAMAC Properties

2. Customer Feedback Surveys

Customer-Feedback-Surveys

Traditional surveys are always the best approach to get a deeper understanding of your customers experience and their expectations. But in today’s busy life who has time to conduct 30 minutes or 45 minutes long customer feedback survey? It requires a certain strategy to make people conduct such a long survey. However, these days single slide, or a few slide surveys are the most popular form. It also depends on which platform you are conducting the survey through. As usually on the website a popup with basic or no personal info and a one or two slide survey is the most efficient way to collect the feedback on a large scale from a very large audience.

Some surveys are targeted such as they are designed for a particular product or service and catered to a specific audience. Either through emails, SMS, social media, QR codes, etc. Such surveys have a lower rate but can provide very specific information. If you want to improve or evaluate a particular product or service you can use such surveys to collect feedback.

Of course, when it comes to the survey you might have tons of questions that you want to ask your customers, but you must have to make your survey short and precise. Here are a few tips you should consider while designing a customer feedback survey:

  1. The first and very important point is to have a clear goal and objective of the survey
  2. Ask only those questions which can help you with your goal
  3. Avoid irrelevant and suggestive/leading questions
  4. Use open-ended questions
  5. Try to maintain a flow in the questions and arrange them with great care
  6. Use very simple and easy-to-understand language
  7. Avoid technical questions or complicated questions
  8. Choose the answers wisely
  9. Create interesting graphics for the slides
  10. Create a closing slide or thanks message at the end of the survey

The customer feedback surveys can be transmitted on various communication channels, so sign-in or collecting the identification/personal information should be short and easy, also allow anonymous sign-ins for online surveys, this will ensure your audience that they can bluntly describe their emotions without any fear of being identified for the negative feedback.

3. Smartphone Applications

Smartphone-Applications

Smartphones are already surpassing the numbers of traditional computing. Especially in Dubai, UAE and all across the GCC, people often have high-end smartphones with internet connectivity. In UAE almost 90% of the population is using smartphones and have internet access. This lead to an entirely different trend, people tend to look up in the smartphone for everything from groceries to buying properties, everything is available on the internet just a few taps away in your mobile screen. People also tend to search for their common problems on the internet from let say their cat is not eating to headaches and illnesses symptoms, people are searching for everything through their smartphones.

This is the reason more than 90% of the businesses are also offering different services through their smartphone applications. As the year 2020 lead to a whole new online era, the market is also shifting its focus from more traditional to smart and online approaches. Smartphones applications are providing ease-of-access, comfort, convenience and they save a lot of time. You can offer small surveys on your mobile phone applications, let say if a customer is performing a certain task, at the end of that task you can ask them for their feedback, as the customer has recently used a specific feature so the chances are very high that they will also do the survey or feedback related to that.

4. Transactional Emails

Transactional-Emails

This is also a great method to collect very precise and targeted customer feedback. The transactional emails are the emails that you send to your customers after doing any transaction or performing a certain task, such as I have visited my bank to update my contact details, after a day or two when the new information got registered they will also send me an email. Or for example, I have recently purchased a watch from Amazon and they sent me an email after the delivery. Did they ask me how where the product and my overall experience? Such emails are called transactional emails. They have a very good rate and people tend to do such surveys more often than any other email surveys. You can use such emails to ask them a few simple questions about their experience at the branch, bout the service agent’s behaviour, about the product or service itself or any such questions. But ask only relevant questions that will help you with your survey goal, do not make it complex or complicated, otherwise, people will not attempt it or even left it after a few slides.

5. Phone Calls

Phone-Calls

Although this is a bit traditional way to collect the feedback and it also involves multiple variables, but still the data we can collect is quite useful. You can utilize your existing call centre or support staff with a little bit of training to start calling customers and asking them for their opinions, try a little bit research, sort out all the customers as per their occupations, choose a suitable time accordingly to make the calls, avoid calls in the off hours, or weekends, or early morning. Ask your customers for their consent first before shooting out the questions, choose questions wisely, make them easy-to-understand, small, and subjective. Do not ask for personal information, just confirm the name and their visit schedule and ask them about their experience. It is always the best approach to call a customer on the very next day of their visit to your branch. If you will call them after some time, they might not respond well, or chances are you might fail to get their actual opinion, they might try to escape from the call and give you an only positive or neutral response.

6. Social Media Polls and Voting

Social-Media-Polls-and-Voting

Social Media platforms have completely transformed the marketing and communication landscape in Dubai, UAE. Everyone spends multiple hours on social media platforms in a single day. People get connected to their friends and relatives through social media platforms, they share their opinions, view news and consume all sort of information from these platforms. Usually, people feel more comfortable in giving their honest opinion and expressing their thoughts on social media platforms. If you utilize social media platforms you might be able to collect valuable customer feedback data from there.

But in social media there are certain things that you must understand before starting any campaign, the first and foremost important thing is that you should have to understand the particular social media platform which you are using let say, Facebook, Instagram, Twitter or LinkedIn are the most popular social media platforms, all businesses have their presence there. People often do short polls and ask for other’s opinion through voting, or short questions with multiple options, single question surveys, etc. These are the most popular and most effective methods to collect customer feedback from these social media platforms in Dubai, UAE.

Read also: 10 Ways to Collect Customer Feedback

Conclusion

Before starting a customer feedback collection campaign you should determine the clear objectives and the goals of the data collection. Then choose the most appropriate method to collect your customers’ feedback. Prepare the questions and answers carefully, use open-ended questions, avoid suggestive or leading questions. Make it short and less time-consuming. Then gather all the feedbacks and sort them out accordingly, generate reports from the data you have collected either by a single channel or multiple channels. Then evaluate your current service delivery systems, mechanisms, queue management systems, customer flow and service delivery efficiency. In short, evaluate the entire customer journey and customer experience to determine how customer satisfaction can be further improved.

Take actions to improve every aspect which could impact customer satisfaction. The year 2020 was totally unprecedented, the marketing research agencies and academics are still analyzing the impact on the service industry. RSI Concepts being a leading IT consultant and service provider in Dubai, UAE, we have already introduced a lot of innovations in our existing products and services along with many new solutions to meet and greet the new market trends in Dubai, UAE. You are welcome to reach us through our Contact Us page or through the below comment box.

Check this out: Sharjah Library acquired Customer Feedback and Survey System from RSI Concepts

Zayed University Acquired RSI Queue Management System and Customer Feedback System

Zayed University Abu Dhabi campus has acquired RSI Queue Management System and Customer Feedback System. The systems are integrated with the student portal for identification. Zayed University is one of the three higher educational institutions sponsored by the Government of the United Arab Emirates. Zayed University is contributing in providing a constant stream of professionals in a variety of fields who are contributing in the progress of the nation. The university is not only acknowledged on a national level but has gained a great reputation all across the GCC. Zayed University is known for its innovative methods and technological advancements in the academia of GCC.

RSI Concepts has been approached to propose a sophisticated queue management system solution with the objective to make the service delivery easier and quicker than ever before. A customer feedback system was also part of the project. Both the systems are designed to link with the university’s internal information centre to automatically verify the identification of the students/users. A wide range on interactive services is provided through the dedicatedly designed interactive self-service kiosk machines. Both the queue management system and the customer feedback system are installed in the Student Enrollment department in Abu Dhabi campus.

The system also features an online appointment module related to the appointment for the Student Enrollment department. Students, faculty or staff can initiate a query or sign-up for the queue remotely. Once their turn comes, the system automatically generates a notification in advance to notify them about the time and the counter they will be served. The customer feedback system allows them to provide feedback about their experience in service delivery and they can also give feedback about the server/agents.

The students or any visitor can also sign-up from the self-service interactive kiosk at the department. The kiosk can verify the identification through the Emirates ID Card and will automatically update the system with the relevant data. The main objective is to automate most of the service to reduce the overall service delivery time. Another advantage is that the students won’t have to wait in long queues during their classes and can get the service delivered in the shortest possible time period. The statistical and usage data from the queue management system and the customer feedback system is collected and processed in our powerful software engine which can be viewed in comprehensive reports for download and later use.

Here are the remarks of our Product Manager, Mr Shehzad Asghar:

“This project is a fine example of our technological innovation and experience in the field. The overall performance of the system is more than satisfactory. The customer’s experience has been improved drastically and the wait time has been reduced significantly. It was a great experience working with the Zayed University teams.”

Such great experiences always help us with improving our products and services. Our Queue Management System and the Customer Feedback System are the products of constant improvement and fine-tuning which we have gained over the past decade. We always try to provide futuristic solutions to our customers to keep them ahead of their competition with a great return over their investments rates. We will look forward to more future collaboration with Zayed University.

Check this out: Abu Dhabi University Acquired RSI Concepts QMS and Feedback System

Abu Dhabi University Acquired RSI Concepts QMS and Feedback System

Abu Dhabi University has acquired the Queue Management System (QMS) and Customer Feedback System from RSI Concepts. Abu Dhabi University is one of the largest private university in the UAE and currently accelerating on the route to become not only the largest institution in UAE but all across the GCC. The most recent achievement is the opening of a new campus in the heart of the Emirates of Al Ain. The campus is purposely-built to facilitate thousands of student for a variety of undergraduate and postgraduate programs. The campus was built in accordance with the Islamic and Cultural norms of the region by providing separate spaces for male and female students. Not only that the campus is well equipped with international level laboratories, gyms, aerobic studios and cafeterias, etc.

The objective was to have a high-tech smart feedback and queue management system. RSI Concepts’ have mastered in the same niche by countless implementations of the system not only in UAE but all across the GCC. Our Queue Management System is built on state of the art smart processing engine and artificial intelligence (AI) based powerful software. The statistical and analytical engine is built on advance algorithms to process and analyze the inputs of the system. This helps management get a deeper understanding and insight of the system usage. Which is vital for the management to take decisions in order to improve the customer experience.

The system consists of Kiosk Machines, Smart TVs/Digital Signage, Counter Plates and Feedback units to collect customer feedback in real-time. The system is built on a centralized information centre which helps data management and integration easier and more effective. Our queue management system is integrated with the university’s student identification and verification system as well. The student identification can be done by both the Emirates ID and the Student ID cards as well. The system maintains logs for all the signups and stores the customer feedback in the database. The feedback system is built in full compliance with the NPS standards for customer satisfaction measurements.

The QMS or queue management system facilitates the students and the visitors by providing the facility of the SMS and smartphone mobile applications for both Android OS and Apple iOS platform. The smartphone applications allow the users to issue tokens, get notifications via push notifications and the users can also submit feedback from their smartphone applications. The advantage of our Queue Management System and Customer Feedback System is its user-friendly back-office and reporting module. Along with easy operation with less IT resources and automation facility.

Here are the remarks of our Product Manager, Mr Shehzad Asghar:

“It was a great experience working with the professional team from Abu Dhabi University. The main thing is this project was the requirement gathering. Each and Every minute details were taken into account and was thought over many times to come up with the final idea to achieve the objectives of the queue management system and the customer feedback system. The Abu Dhabi University management is pleased to see the results of the system which not only met their requirements but is also providing additional value to the system’s operational capabilities.”

At RSI Concepts we not just provide ‘a solution’ for our customers but we strive to provide them with the best possible solution which not only meets their requirements but also add value to the overall system utility. This is the reason over the past decade RSI Concepts have proven to be one of the leading Queue Management System and Customer Feedback System providers in the UAE.

Check this out: Tailor Made Queue Management System Dubai, UAE

Sharjah Library acquired Customer Feedback and Survey System from RSI Concepts

Sharjah Library has acquired Customer Feedback and Survey System from RSI Concepts for their 12 different areas. The system comprises of advance customer feedback and survey software with tablet stand and touch screen kiosks. The Sharjah Library is considered to be one of the oldest libraries in the region and it is almost 100 years old now. Over the decades the Sharjah Library has gone through a lot many upgrades and constant developments, which resulted in a remarkable collection of books and a wonderful space for modern book lovers. The Sharjah Library management is focusing a lot on the readers and their experience in the library and continuously working to improve it.

The Sharjah Library required a solution to collect customer feedback and record their experience through the customer survey system. We have been awarded the tender to develop and design the customer feedback and survey system for the Sharjah Library which should be accessible from all areas of the library, in total the facility to conduct the survey and give feedback was introduced to 12 different areas of the library premises.

The main feature of our customer feedback and survey system is that it is very simple and easy to manage from the back-office control panel. The front-end of the feedback submission and the surveys are completely customizable. The system is equipped with a powerful analytical and statistical data management tool. Which produces automated reports as well as on-demand reports of the system usage and the customer feedback. The survey results and the feedback can be exported in multiple convenient digital formats. The reporting module provides an enriched graphical interface and graphical data stats for better understanding as well as in-depth analysis and reporting as per the requirements.

The user interface is designed on tablets and kiosk machines which are placed on strategic points for maximum exposure. The interactive and appealing user interface encourages visitors to conduct more surveys and give their feedback on the system. The technical management and the overall operation is fully automated and require very less monitoring or management. The overall installation cost and the operational cost is very minimal due to the high-end hardware and intelligent software engine used to build the customer feedback and survey system.

These are some of the distinguishing features that make our customer feedback and survey system superior to any other solution available in the market to date. Moreover, the system is also capable of customization and expansion. More interactive points can be added whenever required without any modification in the core of the software of our customer feedback and survey system.

Here are the remarks of our Sales and Marketing Manager, Ms Maheen Waheed:

“It was a quite learned experience in dealing with the professional team of the Sharjah Library. The requirement gathering, system analysis and proposal, everything went very smooth due to the professionalism and robust communication of the Sharjah Library team. The Sharjah Library really admired the results and data collected by our customer feedback and survey system. We are aiming to extend our services to the Sharjah Library in various sectors by ensuring to maintain the current quality standards and professional support.”

RSI Concepts Customer Feedback and Survey System is a great tool for the communication team to assess and improve the customer experience. The overall data management and reporting module are equipped with exclusively designed tools for the higher management which help them to take vital decisions to improve customer experience.

Check this out: 10 impacts of Queue System with Customer Feedback System

10 Ways to Collect Customer Feedback

In this blog, we will talk about 10 ways to collect customer feedback. Customer feedback is a very important aspect of maintaining a better customer experience. Rather than indirect indicators and signs what could be better than asking your customers directly about their opinion on your products/services and overall brand. If you have the following questions:

  1. What my customers want?
  2. What we can offer to help them?
  3. How should we improve the customer experience?
  4. How should we sustain a long-lasting clientele?
  5. What is repelling our customers?

Then you must seriously think about having a mechanism to ask those questions directly to your customers. I came across a lot of misleading information on this subject which is why I compelled to write this blog.

10 Ways-to-Collect-Customer-Feedback

The human beings are a very sophisticated species. Customers often tend to sugar coat their criticism when asked directly or face to face. Sometimes people don’t want to be rude to the sales staff. Some customers get annoyed because either they are in hurry or either they simply don’t want to have a direct conversation at the moment. There could be so many reasons why people don’t give feedback or avoid one on one conversations about their experience at your branch. Which makes it even more difficult to extract precise information which a business can utilize to improve their customer experience.

By the evolution of the online and digital mediums, it is surprisingly simple to extract valuable information from your customers. People use to spend hours surfing online in a single day. This opens up a new frontier for the communication department. In order to measure the effectiveness and usefulness of your products and services, the single most valuable asset is customer feedback. And for that, the online domain could serve the purpose very well.

Here are the 10 ways to collect customer feedback:

1. Conduct Online Surveys

Conduct-Online-Surveys

The online surveys are a very effective way to communicate with your customers. In order to make them more effective, the businesses should make them small, easy-to-do and if there could be some award for the customers who are conducting the survey, which will encourage people to do the surveys.

2. Tablets and Kiosks

Tablets-and-Kiosks

Business can place small tablets and kiosks on strategic locations on the premises to gather customer feedback. The rule again is to make the process simple, short, and easy-to-do. Maybe just a few MCQs on the touchscreen of the kiosk or a Happiness Meter on the tablet could let the businesses gather basic information and let them conduct comprehensive surveys when needed.

3. Active Social Media Channels

Active-Social-Media-Channels

Businesses should hire full-time social media managers to engage with audiences over various social media channels. Sharing helpful and engaging content on social media, engage with the customers and gather their opinion.

4. Online Poles

Online-Poles

Online poles are a popular way to get instant feedback from the customers and large audiences. Set up your questions to be specific or to be indirect, whether it is a critical issue or a lighter question, people tends to do online poles more than anything else on social media.

5. Personalized Emails and Email Shots

Personalized-Emails-and-Email-Shots

Mass emailing is the most cost-effective online communication channel. But in case if you are interested in gathering the customer feedback then you should use only a few questions and encourage the customers to answer them. Personalized emails often get more response than mass email campaigns. Send an email on the same day when the customer visits you or make a purchase or utilize a service and ask them about their personal experience.

6. Website Reviews and Rating Mechanisms

Website-Reviews-and-Rating-Mechanisms

Website reviews and rating mechanisms are also very helpful in collecting customer feedback. There should be a rating and review facility on each product/service web page. Especially in the case of digital products and services the online rating and review mechanisms is very convenient for the customers to express their feelings about their experience.

7. Online Sign-ups and Customer Portals

Online-Sign-ups-and-Customer-Portals

Online sign-ups and customer portals could be very effective in gathering customer feedback. As customers usually log in to their customer portal to search for the information about their subscriptions and purchases. So, having a mechanism to gather customer feedback in the customer portals can really help you gather valuable feedback from the customers.

8. Smart Phone Applications

Smart-Phone-Applications

As the information technology rapidly evolves from the on-desk to in-pocket. Smartphones and smartphone applications have become the major source of information for most of the customers and prospects. Integrating customer feedback modules within your smartphone application could let you gather a lot of data about the customers, their behaviour and their experience without even any additional cost.

9. Custom Feedback Short URL via SMS

Custom-Feedback-Short-URL-via-SMS

Sending a custom feedback short URL via SMS is also a great approach to collect customer feedback through online mediums. As SMS are cheap and instant, so we can automate the SMS through the system and request the customers to follow the short URL to give feedback. The collection of feedback through short URL via SMS is a much better way than many other digital mediums.

10. Customer Feedback by QR Code

Customer-Feedback-by-QR-Code

As smartphones are getting more sophisticated and technologically advanced, they are also opening up new opportunities for marketers. Such as in modern-day smartphones whether you are using Apple iPhone or Android Phones, all of these devices are capable of scanning QR codes, so we can use QR codes to let the customer access the feedback survey. This not only looks modern but it is also very simple and easy for the customers.

Read also: Customer Feedback System with QR Code for each property – DAMAC Properties

Conclusion

The customer feedback and their opinion about your brand, your products and services are very critical. The businesses should also consider the online domain for their communication purposes. The digital mediums look a bit tricky but in reality due to the advancements of the analytical tools, and social media platforms the online channels of communication have become more effective than the traditional communication mediums.

Do let us know of your thoughts in the comments box below.

Check this out: 10 impacts of Queue System with Customer Feedback System

10 impacts of Queue System with Customer Feedback System

People don’t usually like to wait in line. It might feel like a waste of time and effort and customers might just leave a retail environment if they are kept waiting for too long. This is especially true for a country like the UAE, where the metropolitan lifestyle is fast-paced. A Queue Management System will help to eliminate long and tiring queues and enhance the customer experience. What’s even better is to integrate a customer feedback system in the Queue Management System UAE that you have implemented so that customer satisfaction can be measured and improved upon.

10-impacts-of-Queue-System-with-Customer-Feedback-System

We will take a look at some advantages of a queuing system and customer feedback combination which will give you an idea about the importance of a queuing system.

1. Get rid of wait times

Get-rid-of-wait-times

The most obvious, and perhaps the most important impact of a queue management system is to reduce the time to wait for your clients and customers. Customers get frustrated quickly, and with no idea about when long wait times will be over, it leads to an overall poor experience. A Queue management UAE will provide an efficient queuing procedure that can significantly shorten wait times and increase positive feedback in the customer feedback system.

2. Increase customer loyalty

Increase-customer-loyalty

If you have a poor queue system in place, customers will decide not to return to your organization for availing your services. This might be the worst outcome if proper queue management is not implemented. The advantage of a good queue management system is that when combined with a customer feedback system Dubai, it improves customer loyalty as they will feel that you are open to their feedback and care about their happiness.

3. Improve staff productivity and efficiency 

Improve-staff-productivity-and-efficiency 

The life of an organization’s staff becomes much easier with a queuing system. It will eliminate the chaos of unmanaged queues that will need to be manually handled. This will enable staff to spend less time waiting around to do their tasks and focus their energies on ensuring customer satisfaction. The advantages of multiple queues is that staff workload can be evenly distributed and it becomes much easier for them to collect feedback via the customer feedback system.

4. Reduce the chances of queuing clash 

Reduce-the-chances-of-queuing-clash 

Improperly managed queues will lead to some queues being over-utilized and some being under-utilized. A smart queue management system will ensure that queues are not overcrowded or congested by analysing data in real-time and assigning customers efficiently to queues. This also stresses the advantages of multiple queues in a queue management system UAE as it will help with faster service along with the customer feedback system.

5. Segment your customers easily

Segment-your-customers-easily

A major advantage of having a queue system and customer feedback system combination is that it enables to identify and segment clients. This has many applications, like providing personalized queuing services, and target marketing or sales campaigns effectively. If you have a customer feedback system implemented at the kiosk or online, it can automatically capture relevant information about a customer and improve the overall efficiency of marketing efforts.

6. Utilize data and gain valuable insight

Utilize-data-and-gain-valuable-insight

A queue management system Dubai will always collect data through its tracking and reporting feature. If a customer feedback system is combined with the queue management onsite, online, or via email, then it will also collect information about the customer. This gives valuable insight into the daily operations of your organization and enables you to turn every transaction into an opportunity. It becomes easier to identify areas that are bottlenecks or slow down productivity and help you maximize efficiency.

7. Improve staff satisfaction 

Improve-staff-satisfaction 

The advantages of a queuing system combined with customer feedback also extend to keeping your staff happy and motivated. With no angry customers or long queues to deal with, staff will be able to work in a relaxed environment and this will directly impact productivity. Combining a customer feedback system Dubai removes the need for face-to-face feedback collection.

8. Better communication between staff and customers 

Better-communication-between-staff-and-customers 

Combining a queuing system and customer feedback will enable you to streamline communication. Enhanced communication via text, email or third-party apps gives customers the flexibility to utilize the queue management better and also be a part of the feedback.

9. Refocus jobs and floor space to improve revenue

Refocus-jobs-and-floor-space-to-improve-revenue

A Queue system UAE will eliminate overcrowding in your organization. For example, without queue management, a retail store might need to invest in a lot of check-out counters that can take up unnecessary floor space. With the proper queue system, this space could be reorganized for other activities that can generate revenue. If a customer feedback system is integrated with queue management, there is no need for extra staff to be placed to manually collect customer feedback.

10. Reduce operational costs

Reduce-operational-costs

The importance of the queuing system is quite apparent in the fact that it can result in significant cost savings. A queue system and customer feedback combination will remove systemic and human inefficiencies that can cost a business in the long run. The advantages of multiple queues like eliminating wasted time and a customer feedback system Dubai that can create highly efficient operational procedures gives you a chance to cut costs and drive profitable operation of the organization.

Checkout: Complete guide to Queue Management Systems in Dubai, UAE

Customer Feedback System with QR Code for each property – DAMAC Properties

Customer Feedback System for Damac Properties is designed and developed by RSI Concepts. DAMAC Properties is a name that needs no introduction in Dubai, UAE and GCC. DAMAC Properties has developed thousands of projects till last year and many in progress. The luxury property developer has established a brand name in the market by providing some of the most luxurious homes, apartments, buildings, resorts and hotels all over the UAE.

Customer-Feedback-System-with-QR-Code-for-each-property–DAMAC-Properties

When it comes to customer happiness and satisfaction, DAMAC compromises on nothing, they have implemented international quality standards and even beyond. DAMAC is providing its customers with the best support and customer service. DAMAC is a high customer-centric organization and they are investing a lot of resources in customer happiness sector, which is a reason DAMAC has been awarded more than 100 global awards for the civil marvels they have built over the time. No matter if you take a look at their high-rise buildings, homes, apartments, interior, exterior, or whatever, everything that has DAMAC’s name will also have unmatchable quality and standards.

This is the reason DAMAC have decided to collect feedback from their customers and people whoever are visiting the DAMAC properties. This is when RSI Concepts have been provided with an opportunity to submit their bid for the DAMAC Customer Feedback System tender. The competition was tough but we have won the bid based upon our intelligent and smart feedback collecting solution. We have provided the QR Codes for each property which makes the Customer Feedback System more accessible and easy to use with a smartphone too.

Our customer feedback system is built on a very simple and basic rule, which is “easy-to-use”. At RSI Concepts we have more than a decade of experience in Customer Feedback and Survey solutions. Which enables us to provide our customer with a solution no one else can offer in Dubai, UAE.RSI Customer Feedback System is equipped with a smart statistical engine, which does most of the statistical analysis and provides completely customized reports. RSI Customer Feedback System is a result of a decade long experience and knowledge which we have gathered from our hundreds and thousands of implementations all over the UAE.

QR Code Based Survey and Customer Feedback

The unique and new thing in this system was the introduction of a QR code-based mechanism. Each DAMAC property was tagged with a unique QR code, which is pasted on a very prominent place. The tenant/customer and visitors can scan those QR codes with their smartphones and do the survey within a few taps or they can do the survey from the interactive devices also, which are installed on each property. The system will monitor and update the admin panel in real-time, and whenever negative feedback is submitted, the system notified the concerned staff immediately along with that, an SMS and Email will be sent to the customer as well. Later the staff can rectify the problem and notify the customer accordingly. This feature builds a sense of connectivity and the customer/visitors will also feel comfortable by knowing that they are important and DAMAC is taking their valuable feedbacks very seriously.

The system is very flexible and completely customized to fulfil the needs of the DAMAC. Above all our system provides provisions of customizing the surveys for each property and a very deep statistical analysis mechanism which no one else is providing. This was the reason DAMAC selected us over so many other vendors.

Here is what our Sales and Marketing Manager, Ms. Maheen Waheed stated when I asked her about her experience with this project:

“This was quite a challenging task dealing with so many technicalities and implementation of the system on such a large scale within such a short time. The DAMAC team was wonderful and very cooperative, which helped us to complete the project as per the given deadlines. Overall it was a quit learned experience, not only for me but my team as well. We are very much positive that this project is a gateway for more upcoming projects with DAMAC and we are proud to have them in our portfolio. Here I would also like to thank my technical team, who did a remarkable job and made everything possible. DAMAC management is much excited to see the results of the system and they are very satisfied with the performance of our customer feedback system.”

RSI Concepts hosts multi-cultural employees and carefully picked only the wonderful mind who love their work, and this is the reason we have accomplished so many achievements this far.

Want to learn more about our feedback and survey system? Visit our product page: RSI Concepts Customer Feedback System.

Checkout: Capital Health Screening Center for Customer Feedback

 

 

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