Quick Tap Feedback is 40% More Accurate
Research shows that point-of-experience feedback is 40% more accurate than feedback collected 24 hours later. Email, phone, and online surveys also require extra time and extra steps to fill out, which can sometimes be a hurdle to getting responses at all. After your customer, patient, student, or employee gets on with their day, your survey will be the last thing on their mind.
Many organisations overlook quick tap surveys as a powerful alternative to other survey methods since on the surface, they seem simple. Yet they can actually give you complex and valuable insights into how other people experience your services. Here’s a primer on quick tap surveys, and how to use them to get the information you need.
What is a Quick Tap Survey?
First, it’s important to understand what sets quick tap surveys apart. They’re short surveys, usually one question (but no longer than five) that clients can respond to in real-time, directly after they receive service. ViewPoint kiosks offer quick tap solutions in a variety of different formats, letting clients answer simple questions with the tap of a finger or with our touchless solution by hovering their finger over their selection.
Quick tap surveys are popular in a variety of settings: retail shops, airports, universities, clinics and hospitals, conferences, and hotels. In general, they’re useful in any setting where collecting feedback about client experience matters. Regardless of setting, there are a few common practices that are essential to getting the best results.
How to Use Quick Tap Surveys
One of the key advantages to using quick tap surveys is that they give you real-time data, so you can act quickly. Unlike other survey methods, there’s no lag time between when people use a kiosk and when you get the feedback. That means they work well whether you use them on their own, or in tandem with longer, more in-depth surveys.
On their own, they can help you collect general feedback to pinpoint what issues to investigate further. For example, if general satisfaction surveys in one location were particularly low, you can modify the surveys at that location to add more specific questions. If you need feedback from guests about how well a specific event at your business went, you can modify the questions for one day. In part, it’s their versatility that makes them effective.
The digital versatility of quick tap surveys also makes them a great tool for leveraging the feedback you get from other sources. For example, managers can use information from longer, annual employee surveys to inform what questions are on quick tap surveys. If annual employee surveys indicated that employees worked too much overtime, you could use quick tap surveys to investigate when and why this was happening.
It’s a good idea to choose 1 to 3 questions to feature on your survey, to keep it easy to complete. Below are the three steps involved in setting up any survey, with more detail on how to optimise each step.
Setting up Your Quick Tap Survey
Setting up quick tap surveys is easy if you remember two things: first, they’re ideal for quick feedback, but don’t work as well for long questionnaires. Second, they need to catch the eye of your respondents at the point-of-experience in question. ViewPoint’s quick tap kiosks are highly portable, making them easy to transport to different areas, such as sites for special events. You can also use this portability to your advantage by experimenting with how different kiosk placement affects the volume of your survey results.
Another attention-grabbing tactic is using smiley-face emoji feedback. These colourful faces represent a 5-point Likert Scale for an optimised feedback strategy, but they also catch the eye of survey respondents. They’re a natural, intuitive shorthand for satisfaction levels that are recognisable to everyone, regardless of language or reading ability. This can be especially important in environments like hospitals, where more complex questionnaires can risk overlooking some patient populations.
Quick tap solutions are unique in that they can identify both immediate problems and larger structural issues with the same data. As you’re collecting data, ViewPoint kiosks can send live alerts to key personnel about immediate problems that come up in surveys. These can be issues like unclean facilities or problems that employees are facing that need to be dealt with sooner rather than later.
Data about larger issues will show up as aggregated totals on an intuitive dashboard, so you can monitor feedback as it comes in. This gives you the option to decide when you have enough feedback to act on. Since the kiosk feedback shows up on an intuitive dashboard, you don’t need to spend time or money on administrators to analyse it.
Acting on Data
When you’re ready to act, you can modify the dashboard to drill down to the most important questions, display your data to the management team via a live feed, or download your reports to PDF format. Having instant, easy-to-read data means you can also post the results of the survey publicly and let your clients know how you’re taking action.
What data you’ll collect and act on will look different depending on your business environment. Below are a few examples of the ways quick tap surveys can help in a few specific environments: a corporate office and a retail store.
Quick Tap Surveys for Employees
Even if you already have an employee engagement survey, quick tap solutions can add value by drilling down into more specific issues. With quick tap surveys running continuously collecting employee feedback, you can keep your finger on the pulse of important initiatives throughout the year.
Feedback can also be useful in large organisations with retail or warehouse departments. Quick tap surveys can give employees an efficient, anonymous avenue to express concerns, bridging the disconnect between corporate offices and employees on the ground. Surveys in multiple locations can help you determine where potential issues may be brewing.
Quick Tap Surveys for Customers
Customer experience has risen over recent years as one of the most important cornerstones of brand identity. In the new feedback economy where online customer reviews can make or break sales, smart business owners use quick tap solutions to keep a close eye on in-store customer feedback.
Having feedback kiosks is also a signal that your company cares about the customer experience. Customers who walk away from your store feeling heard will be less likely to leave a bad review, even if they had an issue with their in-store experience.
Streamline your Surveys with Quick Tap Feedback
Collecting feedback doesn’t have to be a hassle for you or for your clients. Instead of cold calling, emailing, or maintaining post experience surveys, you can leave feedback kiosks out and ready to gather data effortlessly. Once you have a quick tap solution in place, the insights you want will be at your fingertips—and you can use them to deliver a truly client-centric experience.
About ViewPoint Quick Tap Survey Solutions
ViewPoint helps organisations to radically improve the quality of their services. Our interactive feedback technology engages with customers, employees and stakeholders to understand their satisfaction or dissatisfaction with the experience they encountered.
Our unique smiley face surveys attract, engage, and encourage users to leave their thoughts. Four reasons feedback kiosks are the preferred feedback collection method:
- Lower cost customer survey solution
- Suitable for all environments
- Reliable and always on
- Highly accurate insights
Find out more about how real-time surveys can help you assess customer and staffing issues, monitor improvements, and compare departments to deliver the best service possible.