Intercept Visitor Satisfaction Surveys:

Capturing a person’s feeling about their experience as a customer at the time the service has been delivered provides the richest form of feedback.  There are two reasons for this:

There are two reasons for this:

1. The memory is fresh and the details are most accurate.
2. Active, or intercept, sampling that allows you to ask someone for their opinion rather than merely rely on them to volunteer it helps you avoid the inaccuracies that inevitably occur when you use measurement systems based on self-selection. Self-selection systems tend to be biased towards capturing the opinions of people who have had a less than satisfactory customer experience. Thus, the results they yield are not representative of the experience of your total customer population. Active sampling captures opinions from the highly satisfied to the highly dissatisfied customers, and all of the opinions in-between.

Touch Screen Technology – Fast. Easy. Convenient.

• Today’s fast-paced market environment requires you obtain customer insights on the spot.  Touch technology allows you to do that.
• Touch screen technology-aided survey research is recognized as the fastest and most direct data collection methodology on the market today.
• Touch screen surveys excel with their directness and ease of use.
• You can capture data that is fresh and unbiased right where your target respondents visit, relax, work, or participate.
• Data is compiled in a real time so that you can use it now.
• Scientific studies have shown that the reliability of self-administered survey research is equal to or even higher than the reliability of face-to-face interviews.

Here’s How it Works

• Opinions are captured by guests/visitors/passengers who register their opinions on a touch screen monitor.
• Opinions are captured at a suitable checkpoint where potential participants can be approached and asked to record their opinions. In hotels, this normally occurs when the departing guests are paying their bills.
• To initiate the process, an attendant or staff member simply requests the guests/visitors/passengers complete a touch screen survey.
• The survey can be completed in any language, incorporate branching and piping, and feature illustrations as well as audio and video.
• The surveys are designed to be completed quickly so that they do not interfere with the movement process. Normally, they will be completed in approximately one minute.
• Survey results are uploaded automatically at pre-determined times (usually once a week) and are able to be viewed online through FreemanGroup Measurement’s password protected reporting portal minutes later. The process is fully automatic, but we do suggest that time be allowed for the completion of routine integrity checks.
• Surveys can be altered remotely with the addition of new questions or new surveys, simply and inexpensively.