Why is customer experience so important?
It’s important to measure customer satisfaction, as half of them will likely go to a competitor store after even a single bad experience. The competition is not always about the lower price or better product. Nowadays, customer experience is the ultimate differentiator between retail brands.
Improving customer experience is a long continuous cycle of collecting high amounts of feedback and taking action.
Customer satisfaction survey solutions
The SensMax client satisfaction survey system allows you to gather customer feedback about your service or product quality. Customer satisfaction measurement data helps you improve processes, service quality, and user experience to make customers happier and loyal.
You can know when, where, and why your clients are satisfied, optimize your operations, and increase revenue.
- See instant feedback of your customers’ emotions at the exact moment and experience point.
- Analyze and learn together with your staff what works well and what doesn’t work at all.
- Empower your team to use the collected survey information and best practices to increase customer loyalty.
Survey systems for retail stores
SensMax has developed the customer satisfaction measurement solution to enable retail store owners to collect visitors’ feedback using fun and friendly smiley terminal. It consists of a placeholder board to display a survey question and three smiley buttons: Happy, Neutral, Unhappy.
This system is quick to assemble, activate, and become ready to use in minutes. It is entirely wireless, so you can place it anywhere you want without annoying cables. Powered by standard AA-type batteries, the survey terminal can work autonomously for up to 2 years.
There are currently three models that differ in connectivity range: 50m, 150m, 800m.
The terminal transmits the collected data to the central server over LAN/Internet or Wifi using the SensMax gateways, which can serve multiple survey terminals.
Customers leave their feedback by simply pressing one of the smiley buttons. This information is collected and displayed in the SensMax Easy Report online software. You can learn the statistical data in either graphical or table reports for each store as a daily summary for standard survey buttons and in 5-minute spans for real-time survey buttons.
This software also works with people counting systems information to gather and combine the number of customers visiting the retail store and their feedback.
SensMax Customer Survey Buttons Key Features
- Wireless device that powered by standard AA batteries
- Quick and easy installation without cabling works
- Up to 2 years of autonomous work
- Install the reporting software on your servers or use the SensMax cloud
- Intelligent digital algorithm filters out spam pressings to any of emotions
Net Promoter Score Index
Net Promoter Score index (NPS) is one of the most common customer experience metrics companies use.
It is an index that measures customers’ loyalty to the brand and recommends a company’s products or services. Based on their feedback, customers are classified into three categories: detractors, neutrals, and promoters. NPS index is calculated by subtracting the percentage of customers who are detractors from the percentage who are promoters.
Higher NPS means that more customers are likely to share their positive experiences with others. In contrast, negative NPS means you need to improve your retail store operations, staff productivity, and service quality.
Determining NPS is an opening point to learn more about the well-being of your company and finally produce the income you need.
SensMax customer survey solution helps you learn the experiences leading to promoters, neutrals, and detractors to drive your retail business to action.