Customer Feedback
Integrating customer feedback collection into a queuing system provides a seamless and efficient way to measure service satisfaction at the point of interaction. This solution enables organizations to gather real-time feedback from customers immediately after their service is completed, helping improve service quality, staff performance, and the overall customer experience.
This can be done in two ways:
1- Using SMS and Email:
When using SMS and Email, the system integrates with the customer satisfaction survey module via the Central Information Center, which provides secure access to the customer’s mobile number and email address.
If direct access is not available, the ticket dispensing kiosk interface can be configured to request the customer’s mobile number at the time sign-up.
In both cases, the system intelligently links the customer’s contact details with their ticket number. Once the ticket is called at a counter, the queue system automatically communicates this event to the feedback module. After the service is completed and the ticket is closed, the feedback module instantly sends a survey link to the customer via SMS or Email.
2- Using an Interactive Screen located at the branch
Typically placed at the counter, exit point, or integrated into ticket kiosks, the feedback interface allows customers to rate their experience using simple inputs such as:
- Smiley buttons (Very Satisfied to Very Dissatisfied)
- Touchscreens with custom survey questions
- QR codes for mobile feedback submission
Features:
- Fully Integrated into the queue flow – feedback is prompted immediately after service ends.
- Supports various formats: smiley terminals, star ratings, yes/no questions, or short surveys.
- Automatically links data to the specific counter, staff member, and time of service.
- Real-time reporting and analytics to monitor trends and identify areas for improvement.
- Optional alerts for low satisfaction ratings, enabling immediate management action.
Benefits:
- Collects immediate and honest feedback while the experience is still fresh
- Achieves higher response rates than traditional post-visit surveys
- Enables continuous improvement of service operations
- Builds customer trust by demonstrating commitment to service quality
By combining queuing and feedback into one streamlined solution, Wissam transforms a standard queue management system into a powerful service improvement tool, giving management direct insight into customer satisfaction and operational performance.
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