Frequently Asked Questions

Do you have any questions about the Press'nXPress Feedback Management solution? We've compiled a list of some of the most important questions on this page. If you can't find the answer you're looking for, feel free to reach out to us without any hesitation!

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How does the Press'nXPress Solution work?

PXP is a comprehensive customer feedback solution that consists of hardware, software, and service. We help you boost customer satisfaction and revenue by making data-driven operational decisions. The process is simple:

  1. Collect a vast amount of instant feedback with our XPressApp.
  2. Learn how to enhance your service with user-friendly Analytics.
  3. Make well-informed decisions and resolve issues based on customer feedback data, and repeat!

Read more about PXP Solution.

What is the ROI of Feedback Management on my business?

Implementing PXP can result in significant returns on investment (ROI) for your business. While the exact ROI will vary depending on your specific use case, on average, our customers see a 30% reduction in unhappy customers in their first year of using PXP.

This reduction in unhappy customers is crucial because studies have shown that 50% of customers will switch to a competitor after just one negative experience. On the other hand, businesses with excellent customer experiences can charge up to 86% more than their competitors. Moreover, companies that prioritize customer experience are 60% more profitable than those that don't.

In addition to these benefits, PXP also provides businesses with valuable contextual data, such as date, time, and location, that can help identify trends and areas for improvement. In digital channels, PXP can collect any additional information the business wants to add, such as the total purchase amount, list of products, and customer ID.

By prioritizing customer-centric decisions, you can increase customer satisfaction, retention, and lifetime value, while also improving operational efficiency and reducing costs. Our team at PXP is always available to discuss your specific use case and how PXP can help you achieve a positive ROI, so please don't hesitate to contact us!

How is the survey question displayed on an XPressKiosk?

The unique question of each touchpoint is visible on a digital screen which enables to easily change the question from server and remotely anytime for any XPressKiosk.

Does every XPress product come with PXP Insights?

Yes, all XPress feedback products share the same easy-to-use, insightful PXP Insights Dashboard, and it's included in every package.

Does the feedback data update in real-time?

Yes, the feedback data in PXP Insights Dashboard updates as the feedback flows in, so you can check the performance throughout the day and always be up-to-date. You can also set alerts to be notified automatically of a certain amount of negative feedback at a feedback collector.

How do I know who the feedback comes from?

PXP data collected with XPressKiosk is anonymous to ensure the person giving feedback can give their opinion freely. It is also frictionless to collect high volume response. Digital feedback collectors such as XPressQR and XPressDigital offer users the possibility to leave their contact details in case they would like to be contacted. This is configurable and can be made mandatory or optional for the user.

XPressEmail and XPressSMS feedback collectors need at minimum mobile number or email address to send the feedback request.

Besides rating what other information is collected from customers?

In addition to collecting feedback from customers, PXP platform collects the date, time, and location of the feedback. This information can help businesses to identify patterns and trends in customer feedback over time and across different locations.

In digital channels such as XPressApp, XPressSMS, XPressEmail, and XPressDigital, businesses can also connect additional contextual information that they choose to attach with the feedback request, such as total purchase amount, list of products, customer ID, or any other relevant data points. This can help businesses to further contextualize the feedback they receive and better understand the customer experience across different touchpoints.

Does Press'nXPress support NPS?

Net Promoter Score®, or NPS®, is a widely used and recognized customer experience measurement system. It is calculated by using the answer to a key question, using a 0-10 scale and the NPS score range is between -100 and 100 (percentage of happy - percentage of sad responses). PXP Promoter Index is compatible with the Net Promoter Score® system normalized with a range from 0 to 10. Read more about the compatibility here.

How is the XPressScore calculated?

The XPressScore is a performance score that is calculated as a weighted average of the feedback data. It is more comprehensive than NPS as it includes all ratings: happy, meh, and sad. It ranges from 0 to 10 and provides an easy way to measure overall customer satisfaction. Read more

Does XPressKiosk need a Wi-Fi connection?

No, XPressKiosk uses a built-in SIM card to automatically send feedback data to PXP Analytics, without the need for a Wi-Fi connection.

Which languages are supported and is it possible to add custom ones?

Feedback collectors currently support 17 different language options However, it is possible to set up a survey in other languages with character support.

PXP Analytics is currently available in 5 different language options.

Can Press'nXPress integrate with other systems?

Yes, Press'nXPress can be integrated with other systems through APIs and webhooks. Our open API allows for seamless integration with your existing systems such as CRM, help desk, and POS. This enables you to automate feedback collection, trigger actions based on feedback, and improve customer experience by making data-driven decisions.

We also offer integrations with several popular platforms such as Zapier and Slack. Our team is always ready to help you integrate PXP with your existing systems and provide guidance on the best practices to make the most of your data.

To learn more about our integrations and API, please visit our developer portal.

How can I access the Press'nXPress Insights Dashboard?

To access the Press'nXPress Insights Dashboard, you need to log in to your PXP account. Once you're logged in, you'll be able to view your real-time customer feedback data, customize your reports, and analyze your results. If you're not sure how to access your account or need additional assistance, you can contact the PXP support team for help.

Does PXP have mobile application?

Yes, PXP has a mobile application called PXP which allows you to access your feedback data and insights on the go. With PXP app, you can monitor your performance, view feedback in real-time, set up alerts, and access reports all from your mobile device. It is available for download on both the App Store and Google Play Store. Additionally, you can also access PXP's platform on any web-enabled device by logging in to your account through the web portal.

PXP Feedback Collectors and Channels

What feedback collectors and channels does PXP offer?

Press'nXPress offers a diverse range of feedback collectors and channels to cater to the unique needs of businesses and their customers. Each method is designed to provide an accessible and engaging experience for users, ensuring comprehensive and accurate feedback data.

By utilizing a combination of these feedback collectors and channels, businesses can ensure they gather comprehensive, accurate, and actionable customer feedback to drive continuous improvement and enhance the overall customer experience.

  • XPressKiosk: A physical terminal designed for quick, in-person feedback collection. This user-friendly kiosk allows customers to provide their input with just a few taps, helping businesses gather real-time feedback on their services and customer experiences.
  • XPressApp: A mobile application that provides an interactive and seamless feedback experience. With its customizable interface and engaging design, the app makes it easy for customers to share their thoughts and opinions on the go.
  • XPressSMS: A text messaging-based feedback channel, allowing businesses to gather customer insights via SMS. This method is particularly effective in reaching customers who may not have access to a smartphone or prefer text-based communication.
  • XPressEmail: Enables businesses to collect feedback through email surveys. This channel is useful for reaching customers who prefer online communication and can be customized to align with the company's branding and messaging.
  • XPressDigital: A versatile feedback collection method that can be easily integrated into websites, social media platforms, and other digital channels. By providing a seamless online experience, XPressDigital makes it convenient for customers to share their feedback, no matter the platform.
  • XPressIVR: An Interactive Voice Response phone-based feedback collection system that allows customers to provide their input through voice prompts. This channel is particularly useful for customers who prefer phone communication or have limited access to digital platforms.
  • XPressSignature: An innovative feedback collection method that integrates into digital signature pads. As customers sign for their purchases or services, they're prompted to provide feedback on their experience, making it easy for businesses to capture real-time insights.

Which feedback collector should I choose?

Choosing the right feedback terminal depends on your unique use case, such as location, footfall, and the duration of a typical visit. Our team will assist you in selecting the ideal solution, which might involve a combination of different XPress products to meet your needs. We offer the most comprehensive set of seamlessly connected products to cover the full range of interaction points.

For physical locations we suggest using XPressKiosk that ensures high volume response and compliment it with XPressQR to get comments.

Depending on your business and customer touchpoints, utilize other feedback channels such as XPressEmail, XPressSMS for 2-way SMS feedback, or XPressIVR to capture customer feedback after the call in call centers.

Can PXP feedback collectors be integrated into apps or other platforms?

Yes, XPressApp can be integrated into selected commonly used platforms, such as web pages or mobile applications. In addition it can be integrated in any digital screen to collect customer feedback.

What's Press'nXPress feedback collection flow?

For Feedback Kiosks it is one simple question at a time. Customers answer to the question that is displayed on the screen. If customers what to provide additional comment, they can scan the QR code which is available on all PXP Feedback Kiosks.

For all other feedback collectors the standard flow is: a) main question, b) an optional follow-up why category selection (single choice), and c) optional open feedback, followed by an optional contact collection and redirect to a web page of choice e.g. google reviews. Besides the standard flow, all feedback collectors can be attached to surveys which have multiple questions if needed.

Can I Use PXP to Create Surveys with Multiple Questions?

Yes, PXP allows you to create surveys with multiple questions. With PXP's feedback management system, you can customize surveys to include as many questions as you need, tailored to the specific insights you want to gather.

In addition to multiple questions, PXP also allows you to customize the look and feel of your surveys with your branding, select the feedback channels that work best for your business, and track your results in real-time using the comprehensive analytics dashboard.

Whether you're looking to gather feedback on specific areas of your business or seeking to understand the overall customer experience, PXP provides the flexibility and functionality to create customized surveys that deliver actionable insights.

Collecting Feedback with Press'nXPress

What Questions Should I Ask for Effective Feedback?

When selecting questions for your customer feedback survey, focus on aspects of your service that you want to measure. For example, if you ask, "How did you find our coffee?" you'll only receive feedback about your coffee, not other beverages or unrelated aspects like waiting time or staff attitude.

Don't worry, we've compiled a list of best practices and commonly used questions which are available as question library in the dashboard.

How Can I Ensure High Feedback Volume with PXP?

PXP feedback terminals, including XPressKiosk and XPressApp, are designed for ease of use, encouraging customers to provide quick and engaging feedback. Capturing feedback in the moment increases response rates. Our commitment to simplicity and user-friendly design leads to high feedback volumes, as proven by our customers' results.

We also offer support and learning opportunities to help our customers succeed where we discuss strategies for effectively measuring customer experiences.

Can I Avoid Repetitive or Misleading Feedback with PXP?

PXP products, such as XPressKiosk, XPressApp, and XPressQR, feature misuse protection algorithm that detect suspicious button presses and unwanted feedback (e.g., children playing with devices). This ensures the data you receive is trustworthy. Although misuse is statistically rare, it's important to consider additional measures in certain settings.

With XPressKiosk, you can set a response interval (e.g., 5 seconds) to filter out repeated button presses. The response interval determines the minimum amount of time before the next button press is included in the results.

XPressApp allows you to adjust the survey's navigation speed and filter out spam in the feedback results, while XPressQR enables you to control how frequently a person can respond to the same survey. Other measures to prevent misuse include strategic placement of devices and clear communication about their purpose.

Can I Schedule Different Questions for Different Times of Day?

If needed, you can set up multiple surveys for specific experience points, each active at different times of the day. For instance, you could have one survey during breakfast and another during lunch.

Can I create Traditional Surveys with Multiple Questions?

By utilizing PXP Survey module, you can create traditional multi-question surveys that cater to your unique feedback requirements. These solutions are designed to provide a seamless experience for customers, ensuring you receive valuable insights to improve your service offerings. The survey can be connected to any feedback collector such as XPressQR, XPressEmail, XPressSMS.

You can update the design to meet your organization branding.

PXP Insights Dashboard and Text Analytics

PXP offers a powerful and user-friendly analytics dashboard that allows businesses to gain valuable insights from the customer feedback collected across various channels. The dashboard is designed to provide a comprehensive view of customer experiences, enabling businesses to make data-driven decisions and improve their services.

Key Features of the PXP Insights Dashboard

PXP Insights Dashboard is a powerful tool designed to provide businesses with deep insights into their customer feedback data. Here are some of its key features:

  • Real-time feedback data: The dashboard provides real-time updates on feedback data, allowing businesses to monitor their performance throughout the day and react quickly to any negative feedback.

  • Customizable reports: Businesses can create custom reports based on their specific needs and goals, enabling them to focus on the metrics that matter most to their business.

  • Multiple filter options: The dashboard offers multiple filter options, allowing businesses to view feedback data by location, date range, and other relevant parameters.

  • Ranking and compare: The dashboard allows businesses to compare their performance across different locations, time periods, and customer segments.

  • Text analytics: PXP's text analytics feature uses natural language processing to analyze customer feedback text and identify key themes and sentiments.

  • Integration capabilities: PXP Insights Dashboard can be integrated with other business tools, such as CRM systems and marketing automation platforms, to provide a more comprehensive view of customer feedback data.

  • Mobile compatibility: The dashboard is responsive, enabling businesses to access their feedback data on-the-go. Also the PXP Insights mobile app is available for iOS and Android.

Overall, PXP Insights Dashboard provides businesses with powerful tools to gain insights into their customer feedback data and make data-driven decisions to improve their customer experience.

Does Press'nXPress provide text analytics?

Yes, Press'nXPress provides text analytics to help businesses gain deeper insights into their customers' feedback. Our text analytics feature uses advanced natural language processing (NLP) algorithms to analyze the text comments left by customers and classify them into different categories such as positive, negative, or neutral.

With PXP text analytics, you can quickly identify common themes and issues that customers are experiencing and take action to address them. You can also track the sentiment of your customers over time and monitor changes in customer feedback.

Our text analytics feature is available in PXP Analytics, our easy-to-use and insightful reporting tool. It provides a powerful way to analyze customer feedback and understand the root cause of issues affecting your customers.

In addition to text analytics, PXP also provides a range of other features to help businesses collect, analyze, and act on customer feedback. To learn more about our features and how they can benefit your business, please contact us.

PXP Security and Privacy

How does Press'nXPress ensure data security?

PXP takes data security seriously and has implemented a range of measures to protect customer data which adheres to data security regulations and security standards.

Is two-factor authentication available for PXP?

Yes, two-factor authentication is available for PXP. It adds an extra layer of security to your account by requiring a code generated and sent via SMS to be entered in addition to your password.

What security measures are implemented to protect feedback data privacy?

PXP takes data security and privacy very seriously. We use advanced encryption technologies to protect feedback data in transit and at rest. Our servers are located in secure data centers and access is strictly controlled and monitored.

How is data transferred and secured between the feedback collectors, server, and reports?

All data is encrypted during transit between the feedback collectors, server, and reports using SSL/TLS protocols. We also use firewalls, intrusion detection systems, and other security measures to ensure the security of data at all times.

How is confidentiality of feedback data ensured?

Feedback data is kept anonymous by default, and we have strict policies and procedures in place to ensure that confidentiality is maintained. We also adhere to all relevant data protection regulations.

What measures are in place to protect personally identifiable information of feedback providers?

Personally identifiable information is kept confidential and is not shared with third parties without explicit consent. We have strict policies and procedures in place to ensure that all data is handled in compliance with relevant regulations. See our privacy policy for more detail.

How is data integrity and availability ensured for PXP?

We use redundant data storage and backup systems to ensure that data is always available, and we have strict quality control measures in place to ensure data integrity.

Does PXP have a plan for business continuity in the event of a disaster?

Yes, we have comprehensive disaster recovery plans in place to ensure business continuity in the event of a disaster. Our plans are regularly tested and updated to ensure that they remain effective.

What are Press'nXPress's data retention and removal policies?

Press'nXPress's data retention and removal policies are in compliance with relevant regulations. We retain data only for as long as it is needed for business purposes, and we have strict procedures in place for the secure deletion of data when it is no longer needed.

PXP Pricing

How does PXP pricing work?

PXP is a software-as-a-service (SaaS) solution, which means that pricing is based on a subscription model. The pricing is customized to each customer's unique needs and is determined based on factors such as the number of feedback terminals, the amount of data collected, and the level of support required.

Is there a free trial or demo available?

Yes, PXP offers a free demo to interested customers. The demo provides a hands-on experience of the platform's features and functionalities. Contact the Press'nXPress team to schedule a demo. contact.

Are there any hidden fees with PXP pricing?

No, there are no hidden fees with PXP pricing. The subscription fee covers all features and services included in the chosen package. Please check the Pricing & Features.

How does PXP pricing compare to competitors in the market?

PXP pricing is competitive and offers a great value for the features and services provided. The pricing is tailored to each customer's unique needs, making it a cost-effective solution for businesses of all sizes.Please check the Pricing & Features.

How can I get a quote for PXP pricing?

To get a quote for PXP pricing, simply fill out the contact form on the PXP website or contact the PXP team directly. The team will work with you to create a customized pricing package based on your specific needs and requirements.

Press'nXPress Customer Support and Training

What kind of customer support is available for PXP users?

PXP offers a range of customer support options to ensure that users have access to the help they need, including email support and phone support when needed. Customers can also access an extensive knowledge base, tutorials, and guides to help troubleshoot issues and answer common questions.

How can I access training for PXP?

Users can access training through the PXP support team, who can provide information on training options and schedule training sessions. Online training resources are also available through the PXP dashboard portal.

Is there an additional cost for customer support and training?

Basic customer support and training are included with PXP subscriptions. However, additional training and support options may be available for an additional cost, depending on the specific needs of the user.

What kind of response time can I expect for customer support inquiries?

Press'nXPress aims to provide prompt and efficient customer support to all users. Response times may vary depending on the nature of the inquiry and the support channel used, but PXP strives to respond to all inquiries as quickly as possible.

What kind of support is available for technical issues?

PXP offers technical support to help users troubleshoot any issues they may encounter. Technical support is available through the PXP support team and can be accessed via email or support help desk.

Can PXP provide assistance with integrating the platform with other business systems?

Yes, PXP offers integration support to help users seamlessly integrate the platform with their existing business systems. In addition, PXP provides documentation and help resources to ensure users can easily navigate and utilize the platform's features. Whether it's through online resources, user guides, or direct customer support, PXP is committed to providing the necessary assistance to ensure users get the most out of the platform.

Why PXP?

Why should I choose Press'nXPress instead of another feedback management solution?

Press'nXPress is the ideal solution for businesses looking for a powerful, versatile, and user-friendly customer feedback platform. Our solution provides numerous benefits, including:

  • Multiple feedback collection channels to suit the unique needs of each business
  • Real-time analytics with pre-built dashboard to facilitate informed decision-making
  • Customizable surveys and reports to align with the company's branding and messaging
  • Integration with existing business systems for a seamless user experience
  • High data security and privacy standards to protect sensitive information

Who can benefit from the Press'nXPress Solution?

Press'nXPress is suitable for businesses of all sizes and industries looking to enhance the customer experience, drive continuous improvement, and increase revenue. Our solution is particularly useful for:

  • Retailers, restaurants, and hospitality businesses looking to improve service quality and customer satisfaction
  • Healthcare providers and facilities seeking to improve patient experience and satisfaction
  • Event organizers and venues seeking to gather feedback from attendees
  • Educational institutions looking to improve student satisfaction and engagement

Regardless of the industry, PXP provides a comprehensive and user-friendly solution to gather and analyze customer feedback.

If you have further questions about Press'nXPress Platform and offerings please contact us or book a demo.

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