Capturing honest feedback from our customers, both transacting and non-transacting, is key to establishing what we are doing right and wrong in our stores. Working with ServiceDock has been a revelation because we're capturing 3 times more feedback than we did with the web-based solution we were using, which means we now hear the voice of the customer louder and clearer than ever before.
Customers can now engage with our surveys effortlessly using their favourite messaging apps, which has resulted in more of them completing the survey in-store or shortly after leaving.
What do you dislike?
No complaints as of yet! We have been using the product since Summer '18 and the Service Dock team have been extremely helpful and receptive to our feedback and suggestions.
Recommendations to others considering the product
I would highly recommend Oisin and the team.
What business problems are you solving with the product? What benefits have you realized?
The ability to amend and edit our survey ourselves with immediate effect. The ability to respond to the feedback live and attempt to rectify and issues immediately and address the customer's feedback; good or bad. We have 3x the amount of completed responses and the insights and learning from both purchasing and non-purchasing visitors has been invaluable to the way we operate out stores.
* We monitor all ServiceDock reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.