Customer satisfaction surveys have historically been poor at providing Operations Teams with the insights required to drive service performance and customer loyalty. By collecting customer feedback in real time, through tools such as feedback kiosks and survey apps, actionable data and insights can be delivered to the right people at the right time. This presentation provides additional information on the concept of real time feedback and available survey and reporting solutions. It also highlights and how both operations and marketing teams can use real time or "point of experience" feedback to develop the customer experience

1. Real Time Customer Feedback
Software & Solutions
Supporting Service Improvement and
Customer Loyalty Development

2. Customer Feedback at the Point of Experience
-The missing link for operations
management
- Providing vital insight for
marketing & customer insight/
experience teams

3. Solutions
• Multi-Mode Online and Offline Survey Management Platform;
 Customer Feedback Kiosks
 Tablet Surveys
 Mobile Survey Apps;
iOS, Android, Windows
Online or offline survey completion
 Mobile web surveys/online surveys (HTML4&5)
• Distributed by weblink, email, QR code, Tiny URL
 Paper based surveys
 Survey creation and reporting within one main platform
 From single location to multi-tier enterprise structure

4. Applications
• Customer Satisfaction and Insight
– Retail, Hospitality, Leisure, Services, Products..
• Patient Experience
– NHS/Health Trusts, GPs & Dentists, Pharmacies..
• Public & Visitor Engagement
– Public Services, Education, Conferences/Exhibitions..
• Employee Feedback
– All sectors: Attitudes, Buy in to Organisational Objectives, etc..
• Site Inspections - Automated Data Collection & Reporting
– Utilities, Surveyors, Inspectors, Management, Mystery Shopping..
Organisations can use Opinionmeter for multiple applications, e.g. customer
feedback, site inspections, employee feedback – all within one platform

5. Supporting Operational Teams
Traditional surveys rarely provide operations teams
with the insight to deliver service improvements, and
negative reports can lead to resentment & distrust of
the whole survey process
• Opinionmeter’s continuous real time feedback
software and tools support rapid process
improvement by providing the insight to identify
root causes of service and quality issues
• Real-time service alerts provide an opportunity for
instant service recovery, delivering immediate
improvements in the customer experience
• Daily and weekly scheduled service reports
provide the information required to discuss issues
in team briefings AND an opportunity to praise
good performance

6. Supporting Operational Teams
• KPIs for senior management review
• Benchmarking of units, locations, etc
• Employee Feedback – attitudes and
buy in to core objectives
• Site inspections – streamlined and
automated data collection
• Highly visible solutions such as feedback kiosks reinforce
the organisation’s service ethos to staff - which can have an
immediate impact on performance

7. Supporting CEX/Marketing Teams
• Generate valuable insights from
customers when they are actively
engaging with the company’s products
or services and are best placed to
provide quality feedback
• Capture the opinions of the “silent
majority” who don’t normally have the
time or inclination to provide
feedback once the touchpoint with the
business has passed
• Conduct targeted strategic surveys on
a new range of products or services,
store refit, etc
• Supports Net Promoter Score
customer loyalty measurement

8. Supporting CEX/Marketing Teams
• Use the platform to collaborate with operational teams on
developing the customer experience
• Demonstrate the company’s service commitment to
customers with highly visible and simple feedback tools
• Manage negative feedback at source rather than on social
media, e.g. ask if they would like to be contacted
regarding their issue
• Capture contact information with invitations to sign up for
special offers, newsletters, etc

9. Survey Design
• Author once, distribute remotely to multiple survey modes
• Advanced survey design options including;
• Branching and skip capability
• Multi-media question capability, e.g. smileys
• Many question types including Net Promoter Score, radio
buttons, sliders, matrix, open ended, multi-media capture
(photo, video, voice)
• Multi-language capability
• Easy GPS survey completion capture
• White label with own logo & colours
• Multi mode survey preview option within the SurveyManager

10. Survey Design Examples

11. Real-time Reporting and Data Delivery
• Run up to the moment reports on-demand or schedule automatic
delivery of your customized reports.
• Advanced user management to ensure reports are only
accessed by relevant staff (online or scheduled)
• Break down results however you wish: by facility, department,
branch, etc.
• Reports exportable in multiple formats inc PDF and
Powerpoint
• Raw data available to export in Excel, CSV, SPSS
• Data exchange API also available

12. Survey Report Options
Simple report creation tool for
multiple reporting types;
• Summary & Analysis reports
(cross tabulation, trend
analysis, compare locations,
service scores)
• Net Promoter Score
• Presentation Reports
• Respondent Level Reports
• Customisable Dashboards
• Wide seclection of graph
and chart options
• Advanced text analytics

13. Pioneers in point-of-experience
polling / surveying
• Awarded patent for inventing
the original Survey Kiosk
• Introduced the first cross-
platform, mixed-mode survey
management system.
• Ongoing product development
• Experienced UK Team

14. The Way We Work
• Flexible model to meet your current and future needs in full.
- Self service
- Fully managed and supported
- Or a combination of the above
- “Out of the box” solutions with hardware available
• Scaleable solutions – our services can adapt to your requirements
• Nimble and agile in meeting our clients’ needs. Technical agility
possible because we have developed the platform 100%.
• Offer a broader marketing and operations mindset to support clients

15. Selected Testimonials
“They’re brilliant, it’s amazing how simple life can be made with one piece
of software… they save an enormous amount of time… data entry is cut
down to almost nothing… and it saves trees!”
Julie Cassidy, West Lothian Healthcare
“Allocating staff time to conduct surveys has always been a costly solution
for us. With Opinionmeter, the device can be left unattended to gather
information for as long a period as you wish. Analyzing is a snip, either
uploading to the Survey Manager or directly inside Excel.
Keith Woodhouse, Southampton City Council
“Opinionmeters are used to measure customer feedback on very local and
tactical issues. These are issues which we could not always previously
research as the more traditional methods were not cost effective. The
beauty of the Opinionmeters is they are fairly economical, easy to use and
portable, so they can be moved from station to station.”
Jim Muir, London Underground
“We have found Opinionmeter to be extremely useful in supporting us with
customer survey data in our client presentations. The client’s perception of
the system has been very positive. Opinionmeter provides us with the
precise customer survey information we need in a short space of time. The
fact that we can display this customer satisfaction survey feedback in easy
to understand graphs adds real value.”
Roger Groocock, Serco Leisure

16. Real time Customer Feedback
Get in touch to find out more;
Opinionmeter UK
0115 971 1957
sales@opinionmeter.co.uk
www.opinionmeter.co.uk