{"id":10707,"date":"2012-09-05T05:30:46","date_gmt":"2012-09-05T11:30:46","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=10707"},"modified":"2014-10-25T18:09:07","modified_gmt":"2014-10-25T23:09:07","slug":"payment-terminals-customer-satisfaction-survey","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/payment-terminals-customer-satisfaction-survey\/10707\/","title":{"rendered":"Payment Terminal Customer Satisfaction Survey"},"content":{"rendered":"<div class=\"a296a24fa2fc69ef5487857f02f111e8\" data-index=\"9\" style=\"float: none; margin:10px 0 10px 0; text-align:center;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- Single Post readerboard -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:728px;height:90px\"\r\n     data-ad-client=\"ca-pub-8207522353004717\"\r\n     data-ad-slot=\"1144967431\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p>The more I try to be aware of all the methods by which to obtain the <a title=\"voice of the customer, nps\" href=\"https:\/\/staging.opexlearning.com\/resources\/voice-of-the-customer-voc\/3268\/\">Voice of the Customer<\/a>, I&#8217;m amazed at the tremendous effort companies are taking and the great lengths they&#8217;ll go to learn more about what their customers are thinking and feeling. We know that <a title=\"twitter brand survey for McDonald's\" href=\"https:\/\/staging.opexlearning.com\/resources\/twitter-survey-160-character-hamburger-questionnaire\/10688\/\">Twitter conducts Brand surveys<\/a> now, for example.<\/p>\n<p>Wow, that was a really long-winded sentence. Anyways.<\/p>\n<p>The other, I went to Kmart to buy some soda. When I approached the cashier to pay for my item, this is what I saw:<\/p>\n<p style=\"text-align: center;\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-10708 aligncenter\" title=\"payment-terminals-customer-satisfaction-survey-kmart\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/payment-terminals-customer-satisfaction-survey-kmart-e1346452171928.jpg\" alt=\"payment terminals, net promoter score\" width=\"650\" height=\"487\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/payment-terminals-customer-satisfaction-survey-kmart-e1346452171928.jpg 650w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2012\/08\/payment-terminals-customer-satisfaction-survey-kmart-e1346452171928-600x450.jpg 600w\" sizes=\"(max-width: 650px) 100vw, 650px\" \/><\/p>\n<p>Yup, a Net Promoter Score survey at the cash register or checkout. This represents a good effort but misses a few points:<\/p>\n<ol>\n<li>Kmart is measuring the Net Promoter Score, but it&#8217;s clearly not applying the <a title=\"customer feedback loop\" href=\"https:\/\/staging.opexlearning.com\/resources\/nps-customer-feedback-loop-lean-thinking\/10563\/\">Net Promoter System<\/a>. There is a difference.<\/li>\n<li>By itself, the NPS really doesn&#8217;t tell you, well, anything. At least, anything useful.<\/li>\n<\/ol>\n<p>So, while it&#8217;s admirable that Kmart is trying to learn about their customers, in reality they are not learning anything at all. They are just trying to obtain a score, with no intention of improving their service as a result.<\/p>\n<!--CusAds0-->\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>The more I try to be aware of all the methods by which to obtain the Voice of the Customer, I&#8217;m amazed at the tremendous effort companies are taking and the great lengths they&#8217;ll go to learn more about what their customers are thinking and feeling. We know that Twitter conducts Brand surveys now, for [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":10708,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[666],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Payment Terminal Survey Questionnaire Tool<\/title>\n<meta name=\"description\" content=\"How to survey your customers at the cash register - use the payment terminal survey\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Payment Terminal Survey Questionnaire Tool\" \/>\n<meta property=\"og:description\" content=\"How to survey your customers at the cash register - 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