Customer survey system for retail stores
Description of customer survey system for retail stores
SensMax customer survey system is designed for collecting feedback from visitors or customers in retail stores. A customer survey system helps you understand your customers' opinions and determine problematic retail stores where it is needed to improve customer experience or increase loyalty to your brand, services, or products. SensMax customer survey system records customer feedback and monitors customer satisfaction trends in every store with centralized and automated reporting. The reporting software displays statistical data within a daily summary or per 5-minute time span, depending on the customer survey button model.
A wireless client survey button is easy to install everywhere you need - on a table, on a wall, or on a pillar. It has a placeholder for a printed question and three types of smileys. Customer feedback statistics are delivered to the server using SensMax SMX gateways via LAN/Internet or WiFi Internet connection. One gateway serves many wireless buttons. Each customer can leave his feedback by pressing a dedicated smiley. A built-in filtering system helps to avoid spam pressings. There is an option to check to see per-store customer replies statistics and NPS index calculation reports in the SensWeb cloud portal or install reporting software on your servers.
How customer survey system works
The customer survey system consists of three components – wireless feedback buttons with smileys, a data gateway, and reporting software that displays statistical data gathered from the buttons. Wireless customer survey buttons work from standard AA batteries for up to 2 years. Question holder made from transparent plastics included in device kit. The buttons and data gateway are presented in different models, with a connectivity range of 50m, 150m, and 800m. The SensMax SMX data gateway delivers statistics from the buttons to the central server via LAN/Internet or WiFi Internet connections. Wireless survey devices are easy to installon a cash desk, on a table, on a wall, or any other place using two-sided adhesive tape.
Customer replies are displayed in the reporting application SensMax Easy report. You can check it in graphical and tabular reports for every store. You can see statistical data as a daily summary for a standard version of customer survey buttons and per 5-minute time spans for real-time feedback buttons. For your convenience, there is Network Promoter Score index calculation report per every store as well as per group of stores. Customer survey system software is compatible with people counting system data, so you can combine people visiting statistics and their feedback within combined reports. There is an option to export data from the customer survey system to any 3rd party reporting software via API or MQTT.
Net Promoter Score index calculation
Statistical data from the SensMax client satisfaction metering system are displayed in various reports per day, month, quarter, and year. You can see sort of diagrams or switch to data tables view, as well as export all data in PDF, XLS or CSV data formats. SensMax Easy report software provides automatic Net Promoter Score reporting. The Net Promoter Score is a customer loyalty metric. It determines a clear and easily countable customer satisfaction score as a coefficient between people who promote and detract from your company. The NPS is a powerful tool to understand customer satisfaction and indicate the potential growth of information spreading about your company's services or products.
The NPS shows how likely a respondent would recommend your company's services or products to his friends or colleagues. The NPS index is calculated by the formula NPS = Promoters (%) - Detractors (%).
Promoters are all persons who respond with the highest marks, Detractors – are persons who respond negatively or behind neutral, and Neutral persons are not counted in the NPS. The bigger the NPS you have the more likely customers will share positive feedback with their relatives, and if NPS is low or negative, then you have to call to action to improve your company processes, staff work quality, and service quality.
