July 11, 2020
The COVID-19 pandemic has made it essential to allow contactless interactions with customers. Sentiment now meets that need with the optional ability to use QR codes alongside the traditional terminal.
Sentiment was designed to make to as easy and stress-free for customers to give feedback as possible. Up to now that involved a physical terminal with 3 buttons to touch. And it works great, making it effortless for customers.
Obviously the COVID-19 pandemic has made people a bit more uncomfortable with touching things unnecessarily. So we introduce QR codes.
It is now possible for customers to simply hold up their phone to the code and be brought directly to the same 3 buttons. There’s nothing to install or download.
Use a QR code alongside a terminal or as a replacement. Which you choose is up to you and will depend on circumstance.
Pro’s and Con’s
As with all things in life there are positives and negatives about choosing a QR code.
- People may be more amenable to choosing a non-contact method.
- You can simply put the QR code on a poster or signage, making it cheaper and more flexible than a terminal.
- QR code readers are now built into all the phone systems so they are convenient.
- People have seen QR codes and are familiar with them.
- QR codes can reach people in different places such as at home.
- Most people have not used a QR code so may need some explanation on how to use it.
- It is easier for people to reload the page and give multiple ratings.
- It is extra steps to take out a phone, scan and then give a rating.
- Some people may worry they can be tracked if they use their own phone. It might take a little more effort to persuade them we collect feedback anonymously.
So as you can see a QR code is not an automatic decision. In general a terminal is faster and more convenient for most people so use that where possible.
But having the QR code as an option can help extend your reach or help you get sentiment from additional people. For instance you can include it with a flyer in deliveries or takeaways.
How Do I Get My Code?
Each premises will have a QR code generated automatically when their account is created. This is now included in the welcome email you receive when you create an account.
Existing customers will start receiving their QR code over the next couple of days.
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