FeedBox is a digital feedback management solution that allows retailers to efficiently collect, analyze, and respond to customer feedback in real-time. It was developed by TechJini to help businesses better understand customer needs and improve the customer experience. FeedBox provides analytics and reports on feedback that help identify issues, compare store performance, and monitor customer sentiment over time. The solution was piloted successfully at two retail stores, resulting in a significant increase in daily feedback and more efficient resolution of customer concerns.

1. Case Study | Feedback Management Solution for Retailers
FeedBox is a digital feedback console aimed at
empowering retailers to absorb customer insights and
address them in an organised, automated and effortless
fashion.
FeedBox, conceptualized and developed by TechJini Inc., headquartered out of
Bangalore with offices in New Jersey and Tokyo, is powerful Android tablet­based
feedback management solution with real time feedback and analytics that provides
invaluable insight to a consumer­focused business.
The ideation of this product revolves around the concept of being customer­driven
which is core to any business. In a heterogeneous and competitive market like ours,
the strategy that makes the most sense is customer retention. Indeed, the aim in all
businesses should be to keep your profitable customers with you for a very long
period of time. The best way of ensuring your customers stay with you for the long
haul is to become customer driven.
With this in mind, FeedBox makes it convenient for organizations to reach out to
customers within minutes of the brand experience ­ thank customers for
appreciating the brand, making them feel special; else, address their concerns,
letting them know their opinion matters . This makes feedback more actionable and
relevant to both the brand and its customer.
Innovative set of tools
Increasing number of customer insights by enabling interesting features like
voice­based feedback input instead of just text make the application more inviting
for users. Intelligent UI drives customers towards giving feedback about their area
of interest, engaging them to delve into specifics. These prove to be priceless inputs
for any business to deliver what the customer wishes to buy as opposed to what
your brand is selling. Successful businesses understand the value their customers
are seeking and FeedBox ably pulls in systematically all criteria associated with
likeness for a brand – be it service, quality, variety, value­add or experience.
Additionally, businesses can leverage Feedbox to customize and configure multiple
feedback forms on the go. This feature could be deployed to conduct surveys,

2. gather responses during sale period, learn how customers perceive promotional
campaigns and more.
Analytics that turn around customer pain points/
Analytics that point to specific action­items
Powerful analytics from the cloud that provides an edge to extract meaningful
information from the large data that multiplies daily. Insights from customers are
automatically comprehended and categorized by the system suggesting the
organization specific inputs to better the customer experience.
Reports that are time­sensitive, keeping in mind different industry sectors ­Retail,
Healthcare, Hospitality and Lifestyle experience traffic at varied hours across the
timeline, helps understand how store operations can alter customer
response/behaviour during peak against slack periods.
Reports focused on response given by customers charting out the happiness trend.
Detailed reports that compare different outlets of the same brand, which may help
study company owned outlet vs. franchised outlet experience.

3.
Sentiment Analysis is a unique that helps capture what’s being most talked about by
customers. It is built on the tag cloud visual representation design where keywords
metadata are highlighted.
As in the case show below, for a major global retailer with over 65 stores in India,
FeedBox dynamically displayed what customers feel is need of the hour – this being
generated from data received at each store, hence customised to that outlet. The
tags and be individually analysed further to understand the action to be taken.
Escalation made efficient
In order to make the feedback process actionable and transparent within any
organization, the onus would need to be defined at various levels/roles. FeedBox
allows ease of interaction across the escalation matrix shared by the organization.
Task completion, in­progress, assign to other, or resolved updates are visible to
respective department heads in real time. This greatly contributes to the cause of
ensuring that customer voice doesn’t go unheard.

4. It further ensures a quick response to customers making them feel valued and
important, hence earning loyalty for the brand.
Background
● FeedBox – Digital feedback management application was deployed for a POC
with a leading retail chain.
● The pilot was for duration of two months across two stores. One at a mall, the
other being standalone.
● We worked with the brand to get increasing number of feedback by sorting
operational and technical pitfalls.
●
Challenge
● Tradition paper feedback forms misplaced by staff, does not reach
management.
● Customers perceive paper feedback as unattractive and boring.
● Tedious collation process.
● Associated time delay makes CRM team inefficient to take action
● Time lag may leave customers feel unimportant and drift to other competitive
brands.
●
Goals
● To increase number of feedback received per day by each outlet. Target set to
25 customer feedback daily.
● To define an efficient process for store­level teams and central CRM team to
take action on feedback.
● Work with the brand to evolve FeedBox into a customer engagement device
rather than just a feedback tool.
Approach
● Installed FeedBox device near the POS counter. Customers gives feedback
while items are billed.
● Forms and UI designed to enable speedy feedback within 20 secs on an
average, to ensure billing queue is not disturbed.
● Training of billing staff to acquaint customers with device and usage.

5. ● Train store manager to handle instant alerts on alarming feedback and use of
backend system.
● CRM team given guidelines on how to enable outlets and store managers to
make most out of FeedBox
Results
● FeeddBox captures over 35+ feedback an hour as against the target of 25 per
day.
● We work with store manager to send a day­end summary report instead of
instant alerts, owing to the high traffic of feedback.
● Store managers are able to resolve customer concerns at their level of
intervention. Rest at escalated to higher levels.
● CRM team can view real­time feedback irrespective of location. Access to how
feedback is being resolved by store teams.
● Comparison of stores, Customer response to seasonal changes and more are
effortlessly tracked.