The voice of the customer project involved more than 500 tabsurvey kiosk solutions installed. One customer experience management solution included: an iPad; an iPad floor or table stand; and tabsurvey software.
The participating countries included: Austria; Croatia; Czech Republic; Denmark; Germany; France; Hungary; Ireland; Poland; Portugal; Romania; Serbia; Slovenia; Spain; the UK and the US.
The bundle solutions were placed in designated areas within the stores, eg. by the cash register or the dressing room. This allowed the Client to collect more than 4.8M responses from customers in total.
Because the project time frame was 16 months, this allowed the stores to be able to compare data over time. As a result they were able to take into consideration the seasonal variations.
For the customer experience management solution, tabsurvey delivered the hardware, software and services for the project:
The hardware included an iPad floor stand with a secure iPad case. The accessories included a cover plate for the home button and also a sheet holder for communicating with customers.
The software included the tabsurvey iPad app and a reporting website. The reporting website ensured that each store manager and area manager would be able to access responses in real-time.
Services covered roll-out support, hardware and software support as well as special reporting needs.
On the other side, the Client was responsible for buying iPads and rolling out the tabsurvey app through their own app store. Furthermore, the Client took care of internet connectivity in the stores and the in-store installation and related logistics.
The basic idea was to measure the same key metrics over longer periods of time. Hence, the Client built a baseline customer experience management survey including the following key areas:
The online reports captured all the feedback in real-time, and leveraged the metrics to key stakeholders in the organization. Consequently, this insight would allow them to translate the data into specific actions. The stakeholders included store managers, area managers, country managers and colleagues within business operations and HR.