Choosenick. Notes and observations on service design, as well as other interesting things/thinking. By Nick Marsh.

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Co-op uses chip and pin pads to gather customer feedback

At a workshop yesterday somebody mentioned that the co-op has started using the chip and pin pads used for debit card payments to gather customer feedback. What a good idea.

Lawrence Freeman, the Co-operative groups development manager tells us "Extending the functionality on our POS payment terminals to gather customer feedback has been an extremely successful and satisfying project. Low cost and high impact, it's delivered all you could hope for from a project."

The system is super flexible, and they can now quickly deploy different questions across their network (the basic questions, I assume, is 'did you have good service today?') - allowing them to ask seasonally relevant questions, integrate promotions and so on. Because its the co-op, and they do well by doing good, they'll soon be using the system to ask customers which good causes their customers would like them to support. Love it. It reminds me of an even simpler, lower cost, quicker win, better value version of the Frogmetrics survey tool.
November 22nd, 2008 / Trackback / Comments