Distributing Customer Surveys by QR code

Description

This video discusses how you distribute mobile market research surveys via QR code. Using Opinionmeter’s survey platform, you have the option of linking QR codes to mobile surveys for real-time customer satisfaction feedback in service or hospitality locations.

Transcript

So, we're here in the survey manager sample account. I'm in the survey module. We've already created a survey named In-room Hospitality Survey. This survey would be used for the hospitality industry on any kind of printed collateral or welcome kit that's in each hotel room where there's a QR code that can be scanned by any mobile phone to trigger.

Why don't we go over here and take a look. I'm going to click the edit icon so we can take a look at this survey. It's a brief seven question survey with some skip patterns. We can also create satisfaction alerts based on how the survey's responded to by the customer. That will enable real-time alerts to go to on-site management who then can respond in real-time to that customer.

Let's see. We've entered, please enter your room number, as question number one. This will also be up here in the sat alert that goes by SMS or e-mail to the hotel management staff. Then we have some skip patterns. So, we have, please rate the check in process. I believe we've set the trigger to be poor. If they answer poor it will trigger to question three, otherwise it will skip and go to question four. Likewise, question four has to do with satisfaction with the room. If they answer poor to question four it will then followup with an open ended question asking them to elaborate on why, which will then obviously be part of that satisfaction alert to help staff respond appropriately.

These skip patterns that we've set can be changed to anything. If you wanted an alert to go to anyone who answered less than excellent that could obviously be set and programmed that way.

Finally, we have,would you like to be contacted to discuss your hotel experience. This has a skip or branching logic, because if they answer yes then they will see the final question in the survey asking for their contact details. Otherwise, they will skip right to the end of the survey and the thank you screen.

So, that's the survey instrument that we have created. This is the five step wizard for creating a survey, and I'm not going to go through these details since it's covered in other tutorials. I'm going to actually jump to the end to how we distribute this particular survey.

As you know, with online surveys or mobile web surveys we can distribute in numerous ways. One way is private surveys distributed through an e-mail list. Or, a public survey as a URL or a button placed on a web page, or a tiny URL. Or, in this case, we've selected generate QR code. It says here right click on the QR code to save. You right click, you go save picture as, and save this to your hard drive. Then you can print it wherever on whatever customer facing collateral you wish so that your customers can then scan this bar code with their mobile phone and launch this survey. That's the process of creating the survey.

Why don't we jump down here. I'm going to open up a Word document with some screenshots from my iPhone in which I scanned the QR code and took this mobile web survey. Here's the welcome page. Again, this is branded by default with our corporate ID, logo, colors, and font type - all of which can be customized to your own organization's needs.

Question number one is please enter your room number. Question two, if you select poor on question two you then will branch and display question three asking you to elaborate on why you were dissatisfied. This particular customer said wait time. Question number four, likewise, has branching logic, so if they select poor it will then skip to question five, please tell us why you were dissatisfied with your room. Question six, would you like to be contacted. If you say yes then you would see question seven, as we do here. Otherwise, you would then be directed to the end of the survey to the thank you page.

That's how the mobile web version of this survey when triggered by a QR code appears. I'm going to jump back to the survey manager now and show you quickly the satisfaction alert, how you can set up a satisfaction alert for this survey so that in this case your hospitality staff can be responding to unhappy customers in real-time. I'm going to select that survey in-room hospitality, click next, and it will display the entire survey instrument here. I can select different response options to trigger alert. I'm going to select poor here, I'm going to select poor here, and I'm going to select yes that I want to be contacted.

So, if any of these responses are selected then a real-time alert will be triggered by SMS or e-mail to whoever you wish to be contacted. It could be multiple people throughout the chain of command in your organization. I can also include any of the open ended. Obviously, I want to include the room number so I know who the customer was in the event they didn't answer yes to question six and enter their contact details. At least I know what hotel room number they were staying in. Let's say I always want to include their contact details as well. Click next, and this is where I can indicate how I want my distribution to go, by SMS and/or e-mail. I can put in however many e-mail addresses as I wish, and I can even customize the form that is sent by e-mail or SMS for these real-time alerts.

Okay, that covers quite a bit, but the primary effort was to focus on how to distribute mobile web surveys via QR code and set up your satisfaction alerts so you have real-time alerts that your staff can respond to.

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