Whether in the business and retail worlds, or in the more altruistic field of healthcare, user feedback is a valuable resource to help improve service quality and increase the value of your output over time. Ultimately, every business, retailer and healthcare institution is engaged in the service of a group of individuals, so it’s important that you’re able to turn to their feedback in order to determine the effectiveness of your service and identify areas for improvement. There’s more than one way to achieve victory, however, and there are certainly many ways to gather user feedback for use in an internal audit or performance survey. Take a look at just some of the user feedback tools on offer for your company; which will prove most effective for engaging with your customers or patients?
Paper questionnaires / online forms
Very much the ‘traditional’ approach to user feedback is to offer your patients and customers paper questionnaires to fill out. While this approach can still prove effective today, there are disadvantages that mean paper questionnaires have begun to fall out of favour in recent years: response levels can be low, answers terse and disinterested while some customers or patients may not even be physically capable of producing written responses. Most paper questionnaires have now migrated to the digital age and become online forms instead. These are often easier to access, faster to fill out and easier to promote to your patients and customers than their paper equivalents, as well as being better for the environment.
Downloadable feedback software
Besides the more traditional ‘questionnaire’ style of feedback form, there are now many downloadable varieties of user feedback tools you can adapt for use in your own business or healthcare institution. While some of these will take the form of a recognisable question-and-answer interface, others will act as plugins you can use within your website itself. That way, visitors will be exposed to your user feedback outreach every time they navigate to your site, giving you greater response rates than ever before.
Kiosk / mobile interfaces
Pen-and-paper or keyboard-and-mouse interfaces are not the only means of engaging with your customers and patients, however. Some of your users may be physically prevented from using these kinds of interface, so you may find that other solutions are necessary to obtain the engagement and response rates you’re looking for. Kiosk and mobile data capture can be an ideal way of interacting with your users, and the immediacy of such interfaces can often encourage more honest, instinctive responses than the rigmarole of writing answers by hand.
Text recognition tools / natural language processing
Your users aren’t guaranteed to respond to your surveys and questions in easily analysed, one word sentences, however. Processing the long-winded, descriptive and emotive responses of your patients and customers would be a time-consuming process if it weren’t for user feedback tools such as text analytics and natural language processing. Text analytics allows computers to recognise and interpret human handwriting, while natural language processing can be used to automatically glean the meaning from even the most complex sentences, saving you time and money when it comes to analysing your users’ written responses.
All of these user feedback tools can help you to gather accurate data based on the thoughts and feelings of your patients and customers, so why not contact us today and arrange a free, no-obligation workshop to find out more about how our services can help?