How to Increase Client Engagement with Survey Kiosks
There are a few ways to help increase engagement with your kiosks.
You've done it. You've created a survey for your organization, one that measures satisfaction, keeps it short, and allows for client input. You have your kiosks ready, all technical issues tested and resolved. But even the perfect survey is useless without enough responses to measure results and actually get the feedback you need.
Sometimes getting feedback can be tricky. Not everyone wants to take time out of their day to respond to a survey, especially if they feel they will not be personally affected by changes or if their experience wasn't especially negative. However, there are a few ways to help increase engagement with your kiosks.
Place your kiosks somewhere visible
This first tip might sound like a no-brainer, but some locations are better than others. Placing kiosks near an entrance or service counter will make it more convenient for clients to stop and fill them out. Try to place kiosks somewhere that clients will have to pass by either on their way out or after receiving service.
Remind visitors about the survey
If your employees ask the client to take a brief survey, they are more likely to agree than to take the initiative on their own. Make sure your employees are familiar with the survey and understand its importance and how results help create change within the organization. If your kiosks are placed nearby, where clients have the ability to take the survey immediately after being asked, even better.
This may not apply to all situations, but in cases where it's possible, providing some sort of incentive to take the survey can be one of the most persuasive methods. Things like coupons or extra services can help stress the importance of your survey and also give clients a reason to take the time to fill it out.
Keep it short and sweet
If it seems like you're doing everything right, but you still aren't getting the survey responses you want, it may be time to take a look at the survey itself and make sure it follows the basic rules of good survey making. One of the most important factors of survey engagement is length, so make sure your survey is short enough that clients can easily fill it out without taking too much time out of their day,
Make changes visible
At the end of the day, surveys are meant to provide feedback that will lead to improvement. Clients take surveys in good faith that the organization will take their feedback and make changes. As an organization, it is important to show the steps you are taking to integrate client feedback and take action. You might want to create a display to show your current initiatives based on client feedback and stress that the survey responses you receive are actually viewed and used to make organizational decisions. This, more than anything, makes clients feel like taking the time to take your kiosks surveys will be worthwhile.