GeekSpeak[commerce], a provider of integrated content services, has released zummii, a free mobile app for Android and Apple devices that eliminates the need for online surveys, provides customer contact and experience data in near real time, and gives customers a reason for sharing their experiences.
zummii asks questions about a customer's experience, whether it's at a store, bank, restaurant, or hotel: Was the environment clean? Were the prices competitive? How satisfied were you with your purchase? and more. The questions for each category were developed with Ipsos Reid, the survey-based market research and loyalty development firm. Each survey is around 12 questions and takes about 15 to 20 seconds to complete.
Customers can immediately access the app on their smartphones or tablets and don't need to log on to a company's Web site to comment.
Zummii rewards customers for submitting feedback with coupons for deep discounts on merchandise, special deals, bonus items, gift cards, and free services like shipping or gift wrapping. Customers choose the reward they prefer from a range of stores, not just the one they've commented on, and their coupons are emailed to them or stored on their mobile devices.
For businesses, it's a way to gather customer experience data, from contact details to information about a particular shopping experience. In addition to rating qualities like speed of checkout or cleanliness of the store, customers can add their own comments.
"Retailers can quickly see areas where their service delivery has fallen short, or truly delighted the customer," said GeekSpeak[commerce] founder and general manager, Isaac Wanzama, in a statement. "If you don't know what's broken, you can't fix it. With zummii, businesses not only get customer complaints quickly, they learn what keeps customers coming back. That's extremely valuable intelligence, and they can act on it."
What's more, with links to Facebook, Twitter, and other social platforms, zummii lets customers share their experiences through social media.
"zummii lets retailers and customers alike harness the power of mobile communications to engage in that very important service experience discussion," Wanzama said. "Whether online or offline, zummii captures crucial customer feedback easily and quickly, making it worthwhile for the customer to tell the business how it did today. Customer opinions matter very much, and with zummii there's an incentive to capture that information."