Customer Feedback and Service Automation System
Problem
Public infrastructure / facilities are usually used and abused with higher frequency compared to private facilities. Due to high footfall and the random use pattern of the facility, the service requirements are unpredictability. This in turn leads to under deployed service personnel and resources - leaving the system in poor state. For example, poor lavatory in public space, broken drinking water facility in airport, railway stations, poor road quality etc are experienced by millions of users but the facilities are not immediately rectified due to lack of feedback, poor resource dedicated to maintain regularly and lack of accountability. Hence, there is a need for system to monitor and record the customer feedback which can help in automating the service and maintenance calls of the facility.
Solution
FORTUNE8 conceptualized a system where the users can enter the feedback in three point rating device without taking much time.
Device records and uploads the feedback to cloud along with information from various other sensors (depending upon the type of facility) such as; footfall counter, air and water quality sensors, duration of use, frequency of usage, peak hours and non-peak hours etc.
Analytics Algorithm are run on this information to draw meaningful insight to inform the facility contractor / owner of the facility. The synthesized date also serves as record to assess the performance of contractors to help decide whether or not to renew the contract.
Design
Device is designed to emulate the clean and simple look. The design is user friendly and icon based to empower even a layperson to voice his/her feedback. In addition, the device is robust enough to handle the public abuse. A tamper proof buzzer is installed to hinder curiosity customers / theft.
FORTUNE8 has carefully chosen a glossy and transparent add-on front face to help easy cleaning. Glossy surface psychologically makes user operate with care, at the same time, it is made of toughened impact resistant Polycarbonate material to withstand even the humanly possible forces.
Design also allows the owner to change the paper insert to allow for customizing the information per facility requirement.
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