In a market like the current one, increasingly oriented towards service and Customer Centricity, emoticons are increasingly spreading as a valid Instant Survey tool to measure customer satisfaction.
The reason lies in the fact that being able to provide the customer with a positive experience, an impeccable, memorable service, ensures companies a fundamental competitive advantage which, in addition to guaranteeing customer satisfaction, also ensures customer loyalty. An element of fundamental strategic importance, especially for those activities that are very attentive to optimizing the customer Journey, in the case of commercial activities, or the Patient Journey, if we think of the healthcare context.
Emoticons, also called smileys, with their iconic synthesis, can easily symbolize the satisfaction rating perceived by the customer.
Thanks to the use of detection systems such as Kiosk Emoticon, today customers can easily and precisely express their appreciation of the service received by choosing the smiley that best expresses it with a simple touch: 4 colored smileys ready to collect and represent an appreciation that can be high, medium, low or insufficient.
Their strength lies in the ability to give voice to momentary dissatisfaction and to gather disappointments which, if left unexpressed, would end up making the customer leave or lose.
And we all know very well how important it is to keep your customers loyal. The emotional contract that binds a customer to a company, a brand, a sign is made up of many small experiences that today, thanks to technology, it is possible to collect, monitor, take into due consideration and act.
If it is true that from a statistical point of view the use of emoticons may seem scarcely relevant, because the average is easily falsifiable, it is also true that their interest does not lie in the resulting average satisfaction, but in analyzing the reasons for disappointment they generate in the customer the choice of the red smiley.
Therefore, being able to accurately count the number of dissatisfied customers, and above all identify the reason, is a decisive element in the analysis of Customer Satisfaction .
It can therefore be said that the use of emoticons or smileys is of great value in a strategy to improve customer satisfaction.
Among the tools available on the market, Kiosk Emoticon is extremely easy to implement and allows you to conduct surveys on kiosks, tablets, mobile or web devices in just a few clicks and collect CX at every point of the customer journey.
It is a rental solution, cheap and can be activated in no time. Non-negligible elements, which combined with the features, make Kiosk Emoticon a simple and effective software at the same time.
The possibility of being able to apply different points of detection and independently package the survey, makes the analysis truly significant for marketers who have to deal with customer satisfaction.
Flexibility, data collection and their analysis are the cornerstones of Kiosk Emoticon, as they allow you to apply improvement strategies based on data, leaving less room for improvisation.
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