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Tuesday, 19 June 2018 10:41

Local Measure launches ‘real-time’ customer feedback app


Australian location-based customer experience platform Local Measure has launched a new real-time mobile feedback app for the hospitality, tourism and retail industries designed to help businesses collect feedback from on-site customers and immediately action any issues.

Local Measure says its Pulse real-time customer feedback tool for bricks and mortar businesses bridges the online and offline customer experience and allows businesses to trigger a customer feedback request at specific moments, including when logging into Wi-Fi, in the hours after arrival, or when presented with a feedback link/QR code.

According to Local Measure, the interface for Pulse is simple and unobtrusive, providing 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 company says the ability to immediately act on customer feedback “is what sets Pulse apart” from other feedback tools and surveys, allowing front-line staff to be notified of customer responses as they come, and to mark each response as actioned once resolved.

Jonathan Barouch, chief executive of Local Measure, 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 wireless technologies, as well as IBM Watson Customer Engagement and Salesforce to provide end-to-end customer experience solutions for its clients.

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Peter Dinham

Peter Dinham - retired in 2020. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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