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Mpulse – The Ultimate Customer Feedback Solution

When you go to a supermarket to do your weekly shopping and come back home, you receive an SMS with a web link, asking for your feedback. The same happens when you travel in the Ola cab or get your vehicle serviced, or when you even visit your optician. Every brand/business that you interact with on a daily basis is very keen to understand the quality of service that they render to you. The methodology of feedback collection can vary from SMS to emails or even Tele-calling. But the objective is to measure the customer experience. 

About Mpulse

Mpulse is a fast-growing name in the field of customer experience. Their founder, Gopal M Seetharaman, mentions an important point in our chat about customer experience. He is a veteran in enterprise apps for the last 20 years and has built this product from scratch in the last 4 years. He says “The customer’s feedback is relevant, unbiased, and insightful only if it is measured at the point of experience. The service experience should be fresh in the minds of customers at the time of feedback collection.” 

He adds that when a customer is asked for feedback one day or even a few hours after his shopping, there are very high chances that the memory is not fresh in his mind and his feedback might be biased. He might be busy or stuck in traffic or might be having a really bad day when feedback is collected. The insight drawn from such kind of feedback data may not really help the brand in enhancing its experience. Such insights would rather be misleading. 

So what is the solution? 

 Smiley Feedback devices which you commonly see across many retail outlets and service centers can be an amazing solution. Just click a smiley if you are happy. Mpulse is making waves in the area of customer experience, by offering simple and elegant smiley feedback products. These stand-alone devices are now visible across many retail outlets, showrooms, and service centers of leading automobile companies in India. 

Gopal and his team also truly believe that the customers just have enough time to click a smiley. Nothing more. This conviction has helped them successfully establish their brand Mpulse in a space dominated by global brands like Happy-or-Not, Finland, and Feedbacknow from Forrester, US.

The Product Range from Mpulse

Mpulse offers many different variants of the product to suit the needs of different businesses.

Feedback at restrooms and cafeterias can be collected using the Basic model. It captures anonymous feedback at the click of a smiley, rating from Excellent to Very Poor. 

There are cases when anonymous feedback will not help. For example in a car service center, if a customer gives poor feedback, the management should be able to reach that customer and resolve the issue. The PRO model is ideally suited for such businesses and retail outlets. It enables the customer to enter their mobile number followed by feedback. 

Nowadays, Employee Experience is getting its due importance. In spaces like corporate canteens managed by facility management companies, the identity of the employee is important, but it is cumbersome to ask the employees to enter their mobile numbers daily, just to give feedback about the facilities provided. For example, feedback on the lunch menu or cleanliness of the canteen.  In this case, the Mpulse access is the best solution. It is embedded with an RFID reader and the employees can just tap their regular access card and then click the smiley to give feedback. 

Another important area is Patient Experience at hospitals. Patient Feedback is an important criterion for NABH Certification, but it is the most difficult task, especially in out-patient wards to collect feedback. Patients who come in for a quick consultation or with an illness cannot be bothered with a survey questionnaire. Big hospitals like Narayana Health City utilize our Mpulse product to measure and manage customer experience. 

How is the data processed in Mpulse Feedback devices?

These WiFi/SIM-based products submit data instantly to the cloud server and the management can view real-time feedback data on the mobile app. The cloud server also instantly alerts the supervisor through SMS/App notifications, in case poor feedback is received. This makes the feedback truly actionable. These elegant-looking products can be wall-mounted or on a stand provided by them. 

Their customers include Hero MotoCorp, TVS Motors, Narayana Health City in Bengaluru, Medall Diagnostics, BlueStar, Sathya Sai Ashram, Anjappar Hotels, Subhamasthu Shopping Mall in Nellore, and hundreds of stand-alone retail businesses. They also work closely with the flagship scheme of the Swachh Bharat Mission to measure the cleanliness of public restroom facilities. 

By TIS Staffer
the authorBy TIS Staffer

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