Most businesses only hear from an unhappy customer when it is too late, a poor online review, a lost repeat customer, or a complaint that could have been resolved on the spot. Qtech’s feedback management system is a complete customer feedback system built into your queue: it captures how customers actually felt about their visit, at the moment it happened, and turns those ratings into reports your managers can act on.
What is Qtech’s customer feedback system?
It is a customer feedback system — a customer satisfaction tool built into the Qtech queue management platform. Customers rate their experience through a Feedback Tablet at the counter or a weblink sent by SMS after their service is done. Every rating is logged against the counter, service type and staff member, then tabulated automatically in your reporting dashboard, so you see patterns instead of chasing individual comments.
How it works
- A customer is served at a counter, collects an order, or completes a booked appointment.
- They are prompted to rate the experience, either by tapping a rating on the Feedback Tablet, or via a weblink texted to their phone.
- The rating and any comments are logged instantly against the counter, staff member and service type.
- Ratings are tabulated in real time in Qtech’s reporting dashboard alongside your queue and wait-time data.
- Managers review the trends to spot underperforming staff or services that need attention, before they show up as a bad review.
Two ways to collect feedback
Feedback Tablet
A tablet mounted at the counter or service point lets customers rate their experience in a couple of taps, right after being served. Because it takes seconds and needs no app or login, response rates are much higher than asking customers to fill in a form later.
SMS Weblink
For appointments, deliveries or services where there is no counter to place a tablet, Qtech can automatically text a feedback weblink once the service is marked complete. The customer rates the visit from their own phone, in their own time, and the response still flows into the same reports.
Why businesses use a feedback management system
- Real-time visibility into service quality, instead of finding out weeks later from a review site
- Ratings tied to individual staff and counters, so coaching is based on evidence, not guesswork
- Early warning on underperforming services or branches, before customers start walking away
- A closed loop with customers who feel heard, which builds loyalty
- Trends over time and across branches, viewed alongside your existing queue and wait-time reports
Part of the Qtech Queue Management System
Feedback collection works alongside the rest of the Qtech platform, so ratings sit next to the data you already track. It pairs naturally with self-service touchscreen kiosks and QR code virtual queueing at the counter, and with the appointment system for booked services where an SMS weblink is the better fit. See how it fits into the full queue management system.
Frequently Asked Questions
Is Qtech a customer feedback system?
Yes. Qtech is a customer feedback system built into your queue: it collects customer satisfaction ratings through a counter Feedback Tablet or an SMS weblink and tabulates them into real-time reports by staff, counter and service.
What is a feedback management system?
A tool that collects customer satisfaction ratings, through a counter tablet or an SMS weblink, and tabulates them into reports so businesses can track service quality and staff performance.
What is the difference between the Feedback Tablet and the SMS Weblink?
The Feedback Tablet is mounted at the counter for an instant rating right after service. The SMS Weblink is texted to the customer’s phone after their visit or appointment, useful when there is no counter to place a tablet.
Can feedback be tied to a specific staff member or counter?
Yes. Every rating is logged against the counter, service type and staff member who handled it, so managers can identify which staff or services need attention.
Is feedback data available in real time?
Yes. Ratings are tabulated automatically and appear in Qtech’s reporting dashboard alongside your queue and wait-time data.
Does the feedback system work across multiple branches?
Yes. Ratings from every branch and counter feed into the same reporting dashboard, so you can compare service quality across locations.
Does the SMS Weblink require an app?
No. Customers rate their experience through a web page opened from the SMS link, no app download or login required.
How much does the feedback management system cost?
Pricing depends on the number of counters, tablets and outlets involved. Contact Qtech for a quote tailored to your business.
Ready to see what your customers really think? Talk to Qtech about adding a customer feedback system to your queue.
