Q-Rating Customer Feedback
Q-Rating is a powerful tool for conducting customer surveys and collecting customer feedback.
The solution can be implemented as an integrated part of a CJM system or as a stand-alone system.
There are two main alternatives of deployment;
- installation of tablets at each service point where the customer can interact with the system during the service process, or
- sms/push message to the customer after the service process.
In the case tablets are installed at the service points the system can also be used for displaying targeted publicity or other information to the customer during the service process.
Different scenarios of questions and alternative answers are created and deployed according to the needs of the organizations. The different scenarios can be related to;
- different branches,
- different date & time,
- different services provided.
There are no limitations regarding number of different scenarios that can be deployed by Q-rating.
The scenarios can be designed as a “straight line” of questions and answers, or as a “tree structure” where upcoming questions are dependent of previous answers.
Statistics is either collected in a separate database for Q-Rating, or integrated in the database of the CJM system. In the case of full integration with a CJM system, Q-Rating can relate customer feedback to the service provided, the staff member etc.
The front end of the system can be either a standard web browser (sms/push deployment) or a native Android application (tablet deployment).