04 February 2016

Instant customer feedback






 Instant customer feedback

Instant customer service feedback is becoming more and more common. With the emergence of IoT (Internet of Things) and the billions of connected objects, this is contributing to the production of tons of data which will be extremely helpful to companies in assessing workload, staff performance and overall quality of service against a very large number of parameters such as time, throughput, seasonality and many others. More efforts however must be put in for the customers who give feedback. Some of them will press the green button and will never want to be contacted again. Others will press red, because they waited too long for example, but nothing else can be done. A large number though will leave the service area with frustration as their problem will not have been resolved. They hit red (sometimes so hard that the button collapses as shown on the above picture) and then what?! 



It is refreshing to see that the most modern feedback station include some interaction capabilities. Not everybody will want it as it will require time investment and patience by customers to give more detailed feedback and explain their grievance but at least not all the red-faced ones will be left slamming their hands into buttons and stamping the ground without an option to put things right.

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