Whatever business you are in, there is no denying that reviews and feedback matter enormously — especially online, where a negative review or a customer sharing a bad experience can sway a new customer's decision.
So gathering feedback, and understanding it well enough to act on it, is important. If your business does not change and improve to keep customers happy, you may well lose out to a competitor. The question is how to collect that feedback so you can be confident you have everything you need and can put it to good use.
There are plenty of ways to collect feedback from customers — a written satisfaction questionnaire, or questions answered by email. Those methods can be slow, though, and the answers may not be current enough to tell you what the customer experience is really like. A POS system that can take feedback makes this far more convenient.
But is it genuinely convenient, and how does it help? Let's take a look.
How can a POS be used to collect customer satisfaction surveys?
A satisfaction survey feature is usually built into the POS system and appears once the sale is done. After the customer has paid and the receipt is issued, a simple question comes up for them — a satisfaction survey, a rating, or a yes-or-no question. Because it is part of the POS, the whole purchase stays smooth and fuss-free, which makes customers far more willing to take part.
Once the customer has given their answer, it is stored securely and confidentially so the outlet can analyse it and use it to improve the business.
The benefits of using customer satisfaction data from your POS
Real-time customer insight – the moment something needs putting right you know about it, which lets your business identify and fix problems quickly and leaves customers happier.
A better customer experience – the feedback from a survey gives you valuable insight into what your customers want, which you can then turn into promotions or services that suit them.
Changes to how you operate – if the same feedback keeps coming back, you can weigh it up and change the way you run things — more staff on shift, a different layout for the shop, or special offers.
Building the customer relationship – acknowledging what customers say and acting on it makes them feel valued and connected. That builds the relationship, and it leads to brand loyalty and more repeat custom.
Which businesses benefit from a POS satisfaction survey?
– High-volume retailers, such as supermarkets
– Service and hospitality businesses, such as restaurants and hotels
– The beauty industry, such as spas and salons
– Health and fitness centres
– Small and medium businesses (SMEs)
Challenges and things to think about
A POS satisfaction survey has plenty going for it, but there are challenges too — getting customers to take part in the first place, and handling a large volume of feedback. Some customers simply will not want to, or have neither the time nor the interest, so a business should make the process as quick and easy as it possibly can.
Managing and analysing a large volume of data is the other challenge to deal with: sorting it into categories and interpreting it takes both time and expertise. That said, a capable POS system with features built for handling that data takes a good deal of the pain out of it.
Take your satisfaction surveys further with Qashier POS
Qashier POS is a shop management system for businesses of many kinds. Among its many features is a customer survey that appears for the customer to tap once they have paid, with simple options to choose from. Outlets using Qashier POS can also view the reports and data in the QashierHQ back office, broken down by the hours worked or by the member of staff who served the customer.
Start running your shop better with Qashier today
If you would like Qashier to be the helper your business needs, do get in touch for more information. We are ready to support you with both POS terminals for restaurants and retail, capable POS software, and support from our team 7 days a week.
For more details, contact us on Line Official: @qashier.th or call 02 544 0267