Idea post – Get Feedback by SMS

Getting direct and instantaneous customer feedback is invaluable for any enterprise. Esp. for places with high footfalls like malls, cinema multiplexes, airports, railway stations etc where real-time operational management can mean the difference between success and failure.

The normal feedback getting mechanism is still pen and paper. The time and break in schedule that sitting down and filling a form demands, means that most people, whether they are happy, pissed off, have suggestion etc.  just walk off.

If you have a sign board prominently displayed with a number around where people can send their feedback using SMS, you exponentially increase the chances of getting relevant, real-time customer feedback.

The pioneer on this regard seems to be the Cape Town international airport who has used it to good effect based on this report from Mobile Industry Review.