Local Measure, the leading location-based customer experience platform, has announced the launch of Pulse, a new real-time feedback tool for the hospitality, tourism and retail industries. The product has been designed to help businesses collect feedback from on-site customers so that businesses can immediately action any issues, thereby improving bottom line metrics like NPS and thwarting negative reviews.
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. The interface for Pulse is powerfully simple and unobtrusive, providing the customers with the opportunity to submit a single 5-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.
“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,” said Jonathan Barouch, CEO of Local Measure. “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 organizations and shared at an enterprise level.