Unlocking the Power of In-the-Moment Feedback with Press'nXPress

Customer and employee feedback provides invaluable insights for organizations seeking to improve products, services, and experiences. However, the traditional survey methods used to collect such feedback have some inherent limitations. Surveys are intermittent, limited in scope, depend on memory recall, and provide delayed insights.

In contrast, in-the-moment feedback tools like Press'nXPress offer a more dynamic, real-time approach to gathering authentic feedback across the entire customer and employee journey and provide real-time insights.

The Essence of In-the-Moment Feedback

In-the-moment or point-of-experience feedback involves collecting feedback immediately following an interaction or experience. This eliminates recall bias as customers and employees can provide reactions based on their fresh experience rather than try to remember how they felt days or weeks later.

The immediacy of in-the-moment feedback provides a snapshot into the customer or employee state of mind right after key touchpoints and interactions. Feedback is based on their latest tangible engagement rather than an attempt to summarize general sentiments across past experiences.

This level of specific, experience-based feedback can help uncover pain points, delights, and opportunities that organizations can address promptly to enhance engagement.

How In-the-Moment Feedback Differs from Surveys

While surveys have long been a staple for feedback collection, they have some core differences from in-the-moment approaches:

• Intermittent cadence - Surveys are typically conducted periodically such as annually or quarterly rather than continually.
• Generalized focus - Questions seek to gather overall sentiments rather than feedback tied to specific interactions.
• Recall bias - Survey questions rely on customers remembering past experiences rather than recent tangible engagements.
• Delayed insights - The time lag between survey distribution, completion, and analysis delays potential responses.
• Survey fatigue - Customers get overloaded by frequent surveys leading to survey fatigue and lower response rates.

In contrast, in-the-moment feedback is designed for:

• Ongoing cadence - Feedback can be gathered continually across all interactions.
• Specific focus - Feedback is centered around distinct touchpoints and micro-interactions.
• No recall bias - Customers provide reactions based on their immediate experience.
• Prompt insights - Data is available promptly to enable agile responses.
• Engaged respondents - The ease of feedback keeps customers engaged rather than fatigued.

The Power of In-the-Moment Feedback

Press'nXPress exemplifies the power of in-the-moment feedback through innovative and versatile solutions. The core offering is the touchless feedback terminal – an easy way for customers and employees to share quantitative and qualitative feedback immediately after an interaction.

Respondents simply hover their hand over the terminal to make a selection from options that reflect their satisfaction or choose from other descriptive choices. The instantaneous response provides a clear emotional sentiment.

Press'nXPress complements feedback collection at other interaction points with additional channels like digital widgets, email, SMS, QR codes, post-call IVR surveys, and review sites.

All the collected data is available immediately through a cloud-based insights dashboard and mobile apps for real-time tracking, analysis, and response.

The Benefits of In-the-Moment Feedback with Press'nXPress

Leveraging in-the-moment feedback from solutions like Press'nXPress provides several advantages over traditional surveys and feedback methods:

Immediacy of Feedback

The real-time nature of the feedback allows issues to be identified rapidly and addressed promptly before escalation. Trends can be tracked continually rather than in periodic snapshots.

High Participation Rates

The simplicity and ease of smiley terminals encourage higher response rates across all demographics. The instant response to relevant interaction points right after the service requires minimal time and effort for customers.

Ongoing Feedback Loop

Continual pulses create a feedback loop where organizations can implement changes, track impact, and make further refinements quickly based on reactions.

Applicability Across Industries

Smiley feedback terminals provide a versatile feedback mechanism applicable across diverse industries including retail, facility services, healthcare, government, hospitality, dining services, events, education, and more.

Comprehensive Coverage

Press'nXPress allows the collection of feedback across every touchpoint – physical locations, websites, apps, call centers, and more – for 360-degree insights.

Prioritization and Root Cause Analysis

The data highlights priority areas for improvement and helps drill down to uncover root causes rather than just symptoms.

Integration with Operational Data

Linking feedback data with operational metrics allows better identification of drivers behind customer and employee sentiment.

Optimization of Resources

Spotting trends and priority areas ensures resources are allocated efficiently towards initiatives that will maximize impact.

Evidence-based Decision Making

Real-time, experience-based feedback enables data-driven strategic decisions rather than guesses.

Monitoring Every Interaction through Omnichannel Feedback

A key advantage of Press'nXPress is the ability to deploy feedback channels across multiple interaction points. Customers and employees can provide reactions across channels including:

• In-location – Smiley terminals and QR at physical Points of Service
• Digital – Feedback buttons embedded on websites, apps, and portals
• Voice – Phone surveys immediately after call center contacts
• Email - Feedback question sent via email after a transaction
• SMS - Feedback question sent via text message after a transaction
• Video – Emotion recognition through facial analysis of video feeds

This omnichannel approach to in-the-moment feedback provides a comprehensive view of the customer and employee journey across every touchpoint. Decision makers gain visibility into how channel-specific interactions are performing, rather than just general perceptions with the insights available on the Emotion Journey Map.

The Future is In-the-Moment

Customers today expect personalization, convenience, and agile responses from organizations seeking their continued business and loyalty. Likewise, employees need to feel heard and have their needs addressed promptly to stay motivated and engaged.

In-the-moment feedback systems like Press'nXPress are purpose-built to help organizations achieve these goals through responsive, data-driven interactions. The future of customer and employee experience will be defined by listening continuously and responding instantly based on feedback gathered across the entire journey.