Page 13 - Office of Information technology Technology-Enabled Services Catalogue
P. 13
Office of Information Technology
Catalogue of Technology Enabled
Services
Overall On-site Visit Satisfaction
Service Number and Title
201 Overall On-site Visit Satisfaction
Service Description
One touch survey kiosks provide the quickest and easiest way to capture customers’ on-site overall
perceptions or feelings about overall service experiences.
Freestanding kiosks operate software that displays three face symbols in different colors and
expressions. At any time, during a customer’s visit, the customer can express emotion concerning how
they believe their visit is going by simply tapping on the face that best expresses their own feelings. The
kiosks provide a vehicle for customers to express feelings and share feedback, instantaneously.
The information provided serves as a unique metric reflecting real time feedback of the integrated
service experience. This method of collection surpasses individual resource experience, post-visit text
survey links and email surveying.
Information collection is achieved quickly and easily the moment the customer selects an image on the
kiosk.
• The happy face (green) represents the customer is happy at that the time of the tap, with the
overall visit experience.
• The sad face (red) represents the customer’s dissatisfaction with one or more aspects of the
service, at the time of the tap.
• The neutral face (yellow) represents the customer was neither happy nor unhappy with aspects
of the visit, at the time of the tap.
The information collected by the kiosks is available for reports on satisfaction at any time. Reports can
be, automatically, sent to recipients at predetermined times. The service provides for scheduled
reports, and analytics. Data can also be provided, hourly, easily. The service further provides the
capability of alerting and notifying management of changes in satisfaction.
The satisfaction data collected follows the principle of collecting an immediate overall metric that can be
used to drill down or look at more detailed metrics depending on the overall data picture.
