The document outlines a customer satisfaction survey system designed to capture real-time feedback to enhance customer retention by measuring service quality. It details how feedback is collected, reported, and analyzed, emphasizing the importance of addressing customer concerns to improve service and maintain competitiveness. The system aims to provide actionable insights that help businesses understand customer perceptions and enhance their offerings effectively.

1. Maximizing Customer
Retention through
Customer Satisfaction
Survey system

2. Real-Time Customer Feedback
• Customers are the best source of information about how a company’s
products and services are perceived in the market place in relation to
competitors. Continuous growth requires continuous measurement of
the value that is delivered to customers compared to competitors.
Companies rely on customer feedback to
understand how well they meet
customers’ expectations. Successful
customer satisfaction surveys maximize
the retention of current customers, and
help enterprises to better position
themselves among prospective clients.

3. How Service Performance Drive
Customer Retention?
Good Happy Customer
Service Customer Retention
Bad Unhappy Customer
Service Customer Lost

4. How to measure Service Quality?

5. Customer Survey/ Feedback System
1. Customer provides feedback 3. Report are produced and emailed
2. The feedback send to backend via Wi-Fi/ LAN 4. Identify the areas for improvements

6. Customer Survey/ Feedback System
• We are committed to providing you with a turn-key
system that will fulfil all of your customer feedback needs
and give you the report you need…in real-time.

7. How It works?
The system shows one simple question with 5 rating.
If Poor or Bad rating is given, an option appear.

8. How It works?
Identify the reason for unhappy experience.
Management take necessary action to improve the quality of service.

9. How It works?
A thank you message appears after the rating. The system continues play
advertisements until next customer touches the screen to start a new rating.

10. Report
Responses are automatically tabulated and presented in an easy to read
graphical format in real time. The report can be exported in Ms Excel Format
and is set up to be delivered direct via email, providing key performance
indicator (KPI) information straight to management.

11. Measurable ROI
Customer feedback system can provide a positive return on
investment. The sources of the ROI include:
• Improvement in customer retention
• Increases in customer referrals
• Identification of improvements in services and products
• Increases in the share of products that a customer buys from
your company versus your competitors

12. Hardware Option
Size: 4.3” to 7” Size: 7” – 19”
Cost-effective series with Advanced series with
Windows CE Windows XPE

13. How to collect more feedback?
Giveaway the following after customer completed the survey:
• Souvenir
• Lucky draw
• Voucher

14. Conclusion
• Once customer feedback on that metric has been gathered and
analyzed, the next step is to share survey results with employees.
With guidance from management, employees proceed to make
changes that will help boost the metric.
When you customers happy with your
service, your customers keep returning.
Our comprehensive survey solution
help you capture feedback, measure
and monitor the level of customer
satisfaction and identify the areas for
improvements.

15. Conclusion
Happy customer Unhappy customer will
keep returning switch to a competitor that
will exceed their expectations
Customer Retention
Lost Customer

16. Thank You