TouchMate today announced a new partnership with ViewPoint to manufacture and distribute feedback kiosks in the United States, targeting the US Customer Experience (CX) management industry.
The US CX management market is forecast to grow by 17.7% CAGR over the next six years, reaching a market value of $23.6 billion by 2027. Real-time feedback, the gold standard for tracking in-the-moment responses from customers and employees, is one of the driving factors of this growth.
Ben Williams, President and CEO of TouchMate, said, “Few marketing challenges are harder than identifying what drives customer behavior. This is why leading companies are turning to real-time experience tracking, a research tool that not only overcomes the deficiencies of traditional feedback methods, but also delivers accurate, detailed insight from both customers and employees.”
A study by Gartner demonstrates feedback captured after the event can be unreliable, indicating feedback collected in real-time is up to “40% more accurate.” According to Harvard Business Review, this is because customers’ memories “decay rapidly,” leading to “potentially misleading” responses.
With over 80% of companies competing on the basis of customer experience, tools that allow organizations to synthesize large amounts of in-person and online feedback quickly, and react to situations in real-time, will have a sustained competitive advantage.
ViewPoint has over 20 years’ experience in delivering freestanding feedback kiosks, recently launching the Wave Touchless product line. The easy-to-use display invites users to choose from five smiley faces, ranging from happy to sad, to describe their overall experience. Ensuring the safety of users, larger display kiosks have been equipped with state-of-the-art Nanoshield film, protecting against the transmission of COVID-19 and other viruses.
Andy Childerhouse, CEO of ViewPoint, said, “We’re delighted that we have this wonderful opportunity to partner with TouchMate to help businesses, large and small, right across America to better understand their customer and employee needs.”