Surveys are an excellent way for organizations to collect customer feedback. Customer surveys allow brands to measure customer satisfaction, identify areas of improvement, or allow annoyed clients to vent their frustrations. Several kinds of survey methods help brands collect different types of information or insights they seek, from paper-based surveys to online surveys.
But customers often complain of survey fatigue. A common belief is that survey fatigue is driven by the number of requests to complete a survey. Collecting surveys when customers interact with brands at the point of purchase using survey kiosks can increase survey participation and get customers to respond more favorably.
What is a Kiosk Survey?
A kiosk survey is deployed on touchscreen kiosk devices for customers to act on. Kiosk surveys aim to collect feedback immediately after a customer has interacted with the brand.
Benefits of Kiosk Survey
- No pressure on customers. Kiosk surveys are a passive experience. A big benefit here is that kiosk surveys reduce the need for person-to-person interaction. Similar to on-demand delivery, where you get to make your order and wait for it to be delivered without any interactions and wasting time. Companies should be mindful to keep the survey detailed but easy enough to not require any in-person support.
- High volume of responses. Kiosks get high-volume feedback from customers. They can use kiosks to fill out survey forms while waiting for an order at a quick-service restaurant or while shopping at a retail store. By the time the staff at the billing counter process the customer’s invoice, companies can take this opportunity to collect feedback, when the in-store experience is fresh in the customers’ minds.
- Easy Implementation. Kiosks are easy to implement and maintain. These passive devices are connected to the internet to dispatch regular software updates and hardware alerts. Kiosk surveys can be replaced or updated remotely by the IT staff.
How to Use Kiosk Mode to Collect Customer Feedback?
Organizations can lock devices into a single-app kiosk mode to turn kiosk devices into survey stations. The kiosk mode can run the survey in a loop–so every time a customer completes sharing feedback, the screen will go back to the beginning of the questionnaire.
Single App Kiosk Lockdown for Android Devices
Step 1 – Creating a profile for a kiosk survey
1. Navigate to the Device Profile & Policies tab on the Scalefusion portal
2. Choose an existing profile or create a new profile by clicking New Profile
3. Select Kiosk/Agent option > Enter a relevant profile name > Click the Submit option
4. Navigate to Select Apps
5. Select Set Scalefusion as Launcher option
6. Under App Name, select the enable FileDock and the Brew Survey app (or any survey app of choice by clicking on Add Application)
7. Navigate to the Kiosk/Launcher Settings tab > Select Single App Mode > Select the survey app from the dropdown list
8. Navigate to the Restrictions > Display Settings
9. Select the Display tab to configure the screen timeout and other display settings
10. Click Create Profile to complete configuring the single app kiosk mode for conducting surveys
Step 2 – Enroll all Android devices.
Scalefusion offers several methods to enroll Android devices. You can find them here:
Learn More: Scalefusion Enrollment MethodStep 3 (Optional) – Display screensaver/promotional messages on kiosk devices.
During the idle time between surveys, businesses can use the content management feature to activate the screensaver function. Use the screensaver function to display promotions.
1. Navigate to the Content Management tab on the dashboard
2. Select Content > Click Upload File
3. Under Content Management, select Presentations
4. Enter the name of the screensaver and click Save
5. Select the screensaver files available under the Content tab
| Note: If the kiosk device is placed in a landscape orientation, turn on the Enforce Landscape Mode button Select the Touching/Clicking the screen ends screensaver mode for exiting the screensaver mode when customers take the survey |
6. Click Update
7. Navigate to the Kebab Menu or Three dots under Actions
8. Click Publish > Select Devices > Click Submit
This will enable the screensaver in Android Kiosk mode to display advertising messages.
Single App Kiosk Lockdown for iOS Devices
Step 1 – Creating a profile for a kiosk survey
1. Navigate to the Device Profile & Policies tab on the Scalefusion portal
2. Choose an existing profile or create a new profile by clicking on New Profile
3. Click the iOS tab
4. Select Kiosk/Agent option > Enter a relevant profile name > Click the Submit option
5. Under Select Apps, select Allowed App List (Supervised only)
6. Enable the survey app of choice
| Note – Use the App Management Feature to configure the survey app |
7. Select the Restrictions tab > Select Single App Mode
8. Select the survey app from the Default Application dropdown list
9. Check the Enable Touch and Enable Device Rotation to activate touch and screen orientation
10. Click Create Profile to complete configuring the single app kiosk mode for iOS devices.
Step 2 – Enroll all iOS devices.
Scalefusion offers several methods to enroll iOS devices. You can find them here:
Learn More: Scalefusion iOS Device EnrollmentSingle App Kiosk Lockdown for Windows Devices
Step 1 – Creating a profile for a kiosk survey
1. Navigate to the Device Profile & Policies tab on the Scalefusion portal
2. Choose an existing profile or create a new profile by clicking New Profile
3. Click the Windows tab > Click the Submit option.
4. Navigate to Select Apps > Select Multi-App Kiosk Mode
5. Under Select Mode, configure the profile based on the Windows OS on devices
6. Under Add User Info > Select Auto-create Kiosk User Account.
7. Enter the Account Name.
8. Under Select Apps, enable the kiosk survey and FileDock app.
9. Under Select Settings, select the survey app to run in the single-app mode.
10. Navigate to Settings > Select Single/Kiosk App Mode > Select the type of application
11. Navigate to Advanced Settings > Select General Settings > Configure Display Settings.
Wrapping Up
Kiosk surveys are a powerful way to capture customer sentiment in real-time, without requiring any staff intervention. For businesses, the customer feedback shared instantly after they experience a product or a service is of high data quality and always actionable.
Schedule a live demo with our product experts to explore more about Scalefusion’s Kiosk mode capabilities and how it will help you to collect customer feedback and reviews.
Please visit https://scalefusion.com/book-a-demo
