Why touchless feedback?
Just as contactless payments are emerging as a big-ticket trend of 2020, so too is touchless feedback.
In an age where times is of the essence, physical contact is at a minimum, and social distancing remains a priority, touchless feedback allows business and organisations to continue gaining an insight into patron sentiment.
At a time when the experience is now more important than ever, touchless feedback is proving an essential tool.
So, let’s look at the trends driving the push to touchless feedback and how business and organisations can quickly, easily and affordable accommodate that shift.
The push to touchless
2020 has delivered a lot of change – not least of which is the shift in our relationship with the environment around us.
Where once we would have touched things without a second thought, a global pandemic has caused us to reconsider the surfaces we touch and how we interact with people.
That’s resulted in a major shift to a touchless world – whether it be contactless payments, curbside pick-up in retail, or even working from home.
Now that trend is playing out in the world of feedback as well, with touchless options becoming the preference.
Although 2020 might have proved the turning point, long before this year touchless feedback was emerging as a convenient, viable, and efficient way to seek insight from customers or staff.
We’ve been going contactless for a while
This year we’ve all turned our attention to hygiene, washing our hands before and after entering public spaces and becoming increasingly aware of the things we come into contact with.
In our workplaces, our educational facilities and our homes, sanitisation has become a priority. Everything is wiped down at regular intervals. Constant hand washing is part of the routine.
We now longer touch surfaces as we once did, amidst concern germs may linger, and that’s causing us to go touchless wherever possible.
This year alone, contactless payments (tap and go) surged 44 per cent in Australia, but long before that the trend was rising.
In 2019, the Reserve Bank of Australia (RBA) reported 83 per cent of point-of-sale card transactions were contactless, signifying a rise of almost 20 per cent in three years.
2020 has of course been the year the phrase ‘social distancing’. We no longer gather or interact like we used to and throughout the year many have worked from home.
Truth is, in a time poor society the drive for convenience was also altering many of our daily interactions long before Covid-19.
By way of example, just consider the rise in buy online pick-up in store (BOPIS) in retail, or same day delivery.
The faster we can achieve a simple task, the more time is made available in our day. In terms of feedback that has seen in-person surveys decline over recent years, and as OMBEA reflects this trend has only been accelerated by Covid-19.
“With COVID lockdowns, response rates have plummeted. For safety reasons, consumers that need to make purchases physically are hyper-focused on getting through their to-do list and go back home later — meaning no time to talk to on-site survey personnel,” they note.
Pen and paper are out
In world where technology is rapidly evolving across all spheres of business and lifestyle, pen and paper are proving almost passe.
Digital is far more efficient and convenient, alleviating the need for collation, data input and double handling.
In terms of feedback, pen and paper surveys simple don’t elicit the responses they used to. Patrons are looking for a far more convenient way to make themselves heard.
Meanwhile, this year pen and paper have proved just another set of items that people are reticent to touch, meaning engagement with physical pen and paper feedback forms has dropped even further.
The need for feedback
Although some of the traditional ways of seeking feedback may have fallen by the wayside, the need to gauge customer, employee, or student sentiment remains.
In the current climate this insight is now more important than ever. As patrons shy away from entering physical environments, retailers, business, hospitality providers and educational institutions need to make every experience count.
To achieve this, they need to intimately understand exactly what their customer or patron is thinking, in that moment they interact with a brand.
Moodly touchless feedback
Long before Covid changed the landscape, touchless feedback technology was available and effective, and its one of the standout differentiators of Moodly ExpressPods.
Our kiosks facilitate touchless feedback, where a survey respondent simply hovers their finger over their desired response.
Critically, this feedback can occur in the moment when the customer is engaging with a business or institution, offering a more accurate reflection of their true sentiment.
Meanwhile, these affordable, mobile terminals can be positioned wherever you choose.
You can learn more about Moodly ExpressPods and the touchless feedback features here.