Local Measure, a location-based customer experience platform, has launched Pulse, a new real-time feedback tool for the hospitality, tourism and retail industries.
The product is designed to help businesses collect feedback from on-site customers so that businesses can immediately act on issues, and consequently improve bottom line metrics like NPS and thwarting negative reviews.
According to Local Measure, Pulse allows businesses to trigger a customer feedback request at specific moments during their journey. These moments can include when customers log-in to Wi-Fi, in the hours after arrival, or when presented with a feedback link/QR code. Pulse’s interface is unobtrusive, and provides the customers with the opportunity to submit a single five-point rating that represents their current level of satisfaction. Customer details and comments are then requested so that issues can be resolved immediately by staff on the ground.
The Local Measure mobile app allows front-line staff to be notified of customer responses as they come, and to mark each response as actioned once resolved to boost customer experience and fast service from the staff.
Currently, in the UAE, businesses like Yas Island Abu Dhabi and Dubai Parks have taken to incorporating Pulse in their business feddbacks, according to the company.
Commenting on the launch, Local Measure CEO Jonathan Barouch says Pulse addresses feedback response time which is often times a problem for most businesses.
He said: “By the time a business has sent a post-visit customer survey, it’s simply too late to make a difference for that customer or to shape their impression. Pulse gives control back to front-line teams to take action on feedback in the moment and drive a better experience for the customer.”
Local Measure partners with Cisco’s wireless technologies, as well as IBM Watson Customer Engagement and Salesforce to provide end-to-end customer experience solutions for its clients. The company’s integration capabilities mean that customer feedback can be used intelligently by organisations and shared at an enterprise level.