Feedback at the Point of Experience

Transcription

1 Feedback at the Point of Experience The digital way to reach your customers Listen to your customers Increase loyalty Boost turnover

2 INTRO Feedback at the Moment of Truth Decades of enthusiastic customers SayWay founders Boris von Heesen and Frank Kleinert Trust your customers Digitalization in our everyday lives maximizes market transparency and consequently creates the impression that products and services are interchangeable. More and more companies are trying to counter this development with a systematic and holistic customer-centric strategy. Special services, monitoring customer satisfaction and solving problems quickly are now seen as differentiation criteria. Simple customer loyalty alone is no longer sufficient. The ideal is now customer enthusiasm. SayWay GmbH offers chain enterprises the perfect tool to achieve this aim. Our holistic feedback system, consisting of hardware, software and online real time reporting, helps businesses to focus on customer opinion in all their entrepreneurial activities. All our feedback solutions are developed individually so that corporate management have a clear and direct understanding of what the customers really feel. We create interfaces, record digital customer opinions via every available channel and present the results to all hierarchical levels clearly and ready for action. Get to know your customers even better. With SayWay. 3

3 OVERVIEW 5 reasons for SayWay The standard for digital feedback SayWay the feedback system. Customer proximity at the point of experience. Using the feedback solution from the market leaders. 1. Transparency SayWay offers a tablet-based feedback system so that your SayWay transports the level of customers can give their feedback directly at the point of experience. Robust hardware satisfaction from the branches to headquarters, creating maximum With SayWay you can systematically chart customer satis- Flexible questionnaire software transparency and customer proximity. faction using one simple system: Modern hardware, flexible feedback software and reporting that is easy to evaluate. State-of-the-art reporting 2. Quality management SayWay online real time reporting delivers information about negative developments at an early stage. This guarantees that quality is maintained and increased. 3. Marketing On-site feedback increases customer satisfaction HARDWARE Our elegant, high-quality tablet system can be integrated into every conceivable feedback environment. SayWay sends a message to your Mobile or stationary, we always come customers: Your opinion is import- up with the right solution. ant to us!. It is also a way of advertising products and implementing direct marketing campaigns. 4. Customer loyalty SOFTWARE With our extremely flexible questionnaire software, virtually all the customers wishes can be fulfilled. SayWay helps you to get to know The surveys run on all standard tab- your customers and respond to let PC screen sizes. their wishes, ideas and criticisms quickly. This type of active customer proximity generates a higher degree of loyalty. REPORTING Real time reporting and alerts are 5. Boost turnover an efficient way of evaluating results anywhere and everywhere, and help you to recognize risks and potential More transparency about satis- as quickly as possible. faction at the point of experience, reliable quality standards as well as respect and customer loyalty through the feedback enhance corporate success in the long run. 5

4 SOLUTIONS Individual feedback solutions One SayWay is not like the other Every company has different customer groups, structures and KPIs. SayWay works with an individual toolbox that takes this into account. If the feedback data has to be fed into an existing dashboard, we build the necessary interface. If customers are to take part in an online survey after the service experience rather than giving their feedback directly, we programme an automatic event-based survey. If you need individual hardware solutions for particular challenges at the POS, we will find a solution. Picture questionnaire for ENI Germany Individual questionnaire solutions SayWay realizes your ideas visually and methodically. We consult with you so that an online questionnaire can be compiled that collects exactly the information you want without overtaxing the customers. The questionnaires can be run easily on the relevant digital channels (online, QR code or tablet PC), achieving maximum coverage. Customized hardware We will develop the perfect hardware solution for your point of experience in collaboration with you. Whether you want advertising toppers based on the company s CI, the covers painted in the company s colours or even fully customized feedback stations, SayWay is there to help and advise. POS hardware at checkouts Hardware design and planning in Cologne Action-based reporting When developing and integrating on-site feedback solutions, SayWay consistently adheres to the closed loop principle. The results must always be passed on to management, right down to the level of branch management, together with concrete (action-based) recommendations. Feedback must never be collected as an end in itself. SayWay prepares PDF reports containing concrete recommendations which are sent to the different hierarchical levels. REGION Bereichsreport REPORT WO REGION STEHT PERFORMANCE DER BEREICH? Filialbericht BRANCH REPORT 100% BRANCH WO STEHT PERFORMANCE DER BEREICH? 75 Fans 75% Quartalsbericht QUARTERLY REPORT +12% 65% Vgl. zu Q2 15 Neutrale 15% NPS 75 Fans 75% WO REGION STEHT PERFORMANCE DER BEREICH? 100% 100 Feedbacks +12% 10 Kritiker 10% 50% 65% Vgl. zu Q2 15 Neutrale 15% NPS 75 Promoters Fans 75% 100% vgl. Douglas NPS 65% Kritiker Neutrale Fans 100 Feedbacks +12% 10 Kritiker 10% 50% 65% Vgl. zu Q2 15 Neutrals Neutrale 15% Deutschland NPS Vertriebsbereich A vgl. Douglas NPS 65% Vertriebsbereich B Kritiker Neutrale Fans 0% 100 Feedbacks Detractors Kritiker J F M 10% A M 50% J J A S O Deuts N Vertri vgl. Douglas NPS 65% Vertri Kritiker Detractors Neutrale Neutrals Promoters Fans 0% WIE REGION PERFORMEN PERFORMANCE 0 DIE 0 FILIALEN? J F M A M J J A Düsseldorf # % - 2% 7. Bonn # % - 5% 13. Köln # % 0% 2. Köln #1589 REGION WIE PERFORMEN PERFORMANCE 75% 0 DIE 0 + FILIALEN? 1% Mettmann 1 2# % % Neuss #1543 J F M62% A M 3. Wuppertal # % + 3% 9. Leverkusen # % + 4% 15. Wuppertal # % 1. Düsseldorf # Neuss # % 77% - 5% - 2% 7. Bonn # Leverkusen # % 69% - 5% - 5% 13. Köln # Düsseldorf # % 2. Köln #1589 WIE BRANCH PERFORMEN PERFORMANCE 75% DIE + FILIALEN? 1% 8. Mettmann # Solingen # % + 1% 11. Köln # % 68% + 1% + 1% 14. Neuss # Bonn # % 3. Wuppertal # % + 3% 9. Leverkusen # % + 4% 15. Wuppertal # Köln # % + 3% 12. Düsseldorf # % + 1% 18. Leverkusen # % 1. Düsseldorf # % - 2% 7. Bonn # % - 5% 13. Köln #15 4. Neuss # % - 5% 10. Leverkusen # % - 5% 16. Düsseldorf # Köln # Solingen # % 75% + 1% + 1% 8. Mettmann # Köln # % 68% + 1% + 1% 14. Neuss # 17. Bonn # Wuppertal # Köln # % 74% + 3% + 3% 9. Leverkusen # Düsseldorf # % 67% + 1% + 4% 15. Wupper 18. Leverkusen # Neuss # % - 5% 10. Leverkusen # % - 5% 16. Düsseld Examples of our best selling product, the floor-standing system 5. Solingen # % + 1% 11. Köln # % + 1% 17. Bonn #1 6. Köln # % + 3% 12. Düsseldorf # % + 1% 18. Leverku Customized PDF reports 7

5 HARDWARE SayWay Hardware Flexible use at your point of experience Unpack, set up, finished Autostart simple and uncomplicated SayWay hardware is available in a lot of different designs. As a floor-standing system, counter-top solution or fixed to the wall. The advertising display, customized in line with your CI, attracts maximum attention, creating an added incentive for customers to share their opinions. All systems have a mains connection. If no socket is available, the tablets can also be equipped with a powerful battery with a guaranteed run-time of up to 20 hours. Our feedback system is pre-assembled and delivered in the special SayWay Safe Box. Start the feedback process in two easy steps: Unbox... Open the box and set up the feedback terminal plug in... Connect the feedback terminal to the mains supply Counter-top system go... Feedback terminal ready to send Floor-standing system Mobile system Wall system The system sends the feedback data to a secure online reporting system via 3G or WLAN. If there is no network connection, data is stored safely on the tablet. Data will be transmitted fully automatically as soon as the system recognizes that a connection has been set up. 9

6 SOFTWARE SayWay Software Flexible and future-oriented Our questionnaires offer lots of possibilities for individual design and content. The layout can easily be adapted to match your corporate identity. SayWay is also ideal for international use since it is very easy to integrate different languages and characters. Thanks to flexible rating scales, the possibility to enter text and the many different types of questions, SayWay software can extract the maximum amount of information with minimum time and effort on the part of the customers. Different types of questions in the customer CI Big attractive buttons Even when developing the software, we always bear your customers point of view in mind. Big buttons, attractive rating scales and an optimally designed screen arrangement are all intended to motivate as many customers as possible to participate and generally give them a positive feeling. The so-called responsive design of the SayWay software ensures that the questionnaires are optimally presented no matter what screen size. This means that our surveys can also be sent via a link and filled in online or called up via a QR code. Test it live: qr-retail.sayway.com You want to conduct different types of surveys during the field phase? No problem! Questionnaires can be swapped easily and automatically by remote-control in order to obtain feedback from campaigns on specific dates, for example. Remote-controlled content change at the terminals 11

7 REPORTING SayWay Reporting Easy and efficient Online reporting Real time evaluation Online reporting optimized for real-time feedback Dashboard Our clear dashboard shows up deviations at a glance and allows you to trace the causes in a few clicks. Alert function This function enables you to send s automatically to as many people as you want if certain words appear in the text. This means that managers can respond directly on site. Benchmarking Raw data export With SayWay you can compare one branch (in a specific district, area or country) with similar units, either anonymously or openly. This creates transparency and is motivating. All data can be exported directly from the reporting system in the standard format *.CSV and then processed flexibly using special analysis programmes. Roles and access rights Interfaces We will advise you in depth when developing a feedback concept and preparing the questionnaires. We also attach great importance to an uncomplicated and intuitive presentation of the data collected. One of our chief motivations for developing a modern and future-oriented reporting system was to be able to present results clearly and comprehensibly. Not all branch or area managers should have access to all feedback data. The system of roles and access rights makes it possible for you to restrict access flexibly to specific hierarchical levels. SayWay provides standard interfaces so that the data can be presented clearly on external dashboards. If necessary, we can also create individual solutions for the integration of SayWay data into your platforms. SayWay online reporting provides you with a variety of possibilities and tools for evaluating the customer feedback easily. The management dashboard facilitates the evaluation of feedback data in real time. On request we also produce tailor-made management reports for your company which can be sent as individualized PDF files to the various hierarchical levels. 13

8 AT WORK Use in chain organizations Action-based feedback solutions SayWay transfers the feelings experienced in the branches directly to the headquarters. Surveys, satisfaction levels and relevant areas of action are made transparent for decision-makers on the various hierarchical levels at one single glance. Group headquarters Global change of questionnaire (price campaign survey) other countries Germany France Employee survey after 8 p.m. (following preceding automatic change of questionnaire) New survey is transferred to the systems with possibility to scan customer card and transfer to CRM Region North Region South Region West Region East Branch 9 starts today with spe- Alert mail due to a high deviation New alert mail concerning fruit cial survey after checkouts have Complaints about unfriendly per- from the company benchmark and vegetables been reorganized sonnel at the fresh foods counter Branch 1 Branch 7 Branch 9 Branch 12 15

9 SayWay GmbH Holbeinstr Cologne Germany T: +49.(0) F: +49.(0) info@sayway.com