capture. analyze. exceed expectations. - zendesk€¦ · apple - ipad only ios v9.0 or later...
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Capture. Analyze. Exceed expectations.
Do you know if you’re exceeding your
Customers’ expectations?
Kiosks, Touch-the-Table, Community Tablets
Capture, store and analyze feedback across all points of service
Simple Setup & Operation
Capture Feedback
across all points of
service
Kiosks, Touch-the-Table,
Community Tablets
Simple Setup & Operation
Custom Surveys
Full Integration with
MyFieldAudits®
Analyze
Performance and
Satisfaction
“A bit dark at dinner time...”“Loved the new dessert!”
“The servers treat me like family”
✓ Improve Guest Experience
✓ Track new programs
✓ Make informed Menu changes
✓ Get Data-Driven Results
Setup Guide
Setup Guide
Understand the Platform
Create & Manage Surveys
Send Login Information
Setup a Kiosk/Collection Point
Complete a Survey
Review Reports
FAQ/Tech Supoorts
MyCustomerVoice allows you to keep a pulse on Guest Satisfaction across
your business. It’s integrated with the MyFieldAudits® Platform - allowing
your team to track operations and guest satisfaction all in one place
The following guide will help you:
Our team is always happy to help with setup
questions/recommendations -simply reach out to us at
Platform Overview
MyCustomerVoice is a tablet based mobile app and reporting suite that allows you to keep a
pulse on Guest Satisfaction across your business.
It’s configured through and integrated with the MyFieldAudits® Platform at
www.myfieldaudits.com
Platform Overview
Surveys use a 5-star rating system,
with the ability for guests to enter
individual comments for each
question they score.
Our iOS and Android apps are designed to collect feedback from kiosks, via
“touch the table” by staff, or from community tablets guests can access directly
Create & Manage
Surveys
Creating & Managing SurveysCreating and Assigning new Surveys is easy and intuitive. Surveys can be assigned
across multiple locations and/or a unique survey can be assigned to an individual
location. You’ll need Survey Permission on the MyFieldAudits platform to create
and edit surveys and to send access credentials.
Creating a Survey
1. Login to www.myfieldaudits.com
2. Click Admin Panel on the bottom left
3. Click Survey icon on top of the screen
4. Click New Survey
5. Enter survey details:
i. Survey Name
ii. Add a logo optional
iii. Assign Survey to Location
6. Click Save
You can edit any of the details above by clicking the pencil icon or delete the
survey and results by clicking the trash icon.
Creating & Managing Surveys
1. Click on the Questions button located on your survey
2. Click New Question
3. Enter question details and hit save
4. Repeat as needed
Adding/Editing Survey Questions
Creating & Managing Surveys
Sending Credentials
Surveys are accessed through the mobile apps via an authentication token - a 6
character password. You can send these tokens automatically along with a
welcome email directly through the Survey Admin portal used above on
MyFieldAudits (www.myfieldaudits.com)
1. Click on survey bar (You’ll see a drop-down with the
locations the survey is currently assigned to and
corresponding tokens).
2. Enter a valid email address followed by space (address
should convert to bubble)
3. Click Send by Email
Recipients will receive a
welcome email containing the
login token and directions to
download the app.
Setup Collection Point
Setup Collection Point
MyCustomerVoice can be utilized in 3 ways , each have
some variation in setup:
• Tablet Based Kiosk
• Touch-The-Table (staff directly interview guests)
• Community/Floating Tablet (tablets distributed
directly to guests)
For all collection points:
1. Download/Open the MyCustomerVoice App
2. Enter your Authorization Token & click LOGIN
Welcome emails come from
Haven’t seen one? Email us above.
Setup Collection Point
This Token is unique to your location, but can be
used across multiple devices. Only users with
Survey Permission within your company can
send tokens. Ensure the correct Location Name
is on the top of first survey screen after hitting
Start
For more info, check out the Creating/Updating
Survey section or reach out to
EXAMPLE TOKEN: GHTXZE
3. To Logout – tap the faded icon on the welcome
screen 5 times quickly and confirm.
Kiosk Setup Tips
Kiosk Setup/Community Tablet Setup
Configuration will vary by device, but you’ll want to enable/adjust the following
settings.
• Connect to WiFi – be sure to test/regularly check your connection
• Maximize your screen brightness
• Disable auto-lock – this will keep your screen on
• Accessibility Options - Some devices allow customization with keyboards and
layouts. Explore the accessibility functions to find one that works best for your
guests.
• Block the home button - via enclosure or through device settings
• Place in Case/Kiosk Enclosure - Make sure there is a good fit and that any
kiosk is properly locked. If using as a community tablet, ensure there is a
hangout/collection procedure.
• Connect Power - If device is to be used in a kiosk, ensure it is connected to a
power supply
• Placement - Ensure the kiosk is placed in a central area that’s easily visible from
where guests enjoy your service
• Awareness -Make sure regular guests are aware they can use the kiosk to
provide feedback on their experience.
Completing Surveys
Completing Surveys
MyCustomerVoice is intuitive and easy for your guest to use. After a survey has
been created and an access point has been set, your guests will see a welcome
screen prompting them to share their experience.
Completing Surveys
1. Tap Start
2. Select Respondent Type/Meal Period
Completing Surveys
3. Rate 1 or all the questions
4. Optional –
I. Tap Comment button,
II. Type or Voice Dictate comment
III. Tap Done
5. Tap Submit
The homescreen will return after 3 seconds and resets
automatically after 2 minutes of inactivity on a survey
Review Reports
Review Reports
MyCustomerVoice reports are accessed alongside your operational
reports on MyFieldAudits – www.myfieldaudits.com
1. Go to www.myfieldaudits.com
2. Login with your MyFieldAudits credentials
3. Click Reports
4. Click MyCustomerVoice
5. Select Report Parameters from top menu
(Location, Survey, Respondent, Meal Period, Date Range)
Review Reports
The top bar shows your overall score based on the
parameters selected – shown to the right with the total
number of responses
Review Reports
The next section breaks out the score for each question.
The score in the middle of the circle graph is the performance. This is
based on the star ratings received for that question.
The bar underneath shows how many times that question was answered
out of the total number of survey responses
Below, “Service” has a score of 82.5% and has been answered 8 out of the
11 times the survey was submitted for that time period
Review Reports
You can click on the comment icon next to any
question to display related comments and then sort by Date,
Location or Rating….…
Review Reports
Click Charts to toggle to Chart View.
You can click any of the Survey
Questions to highlight that metric.
Use the Interval Selector to switch
between Daily, Weekly, Monthly &
Yearly performance and select the
number of Intervals you’d like to
review.
Review Reports
Click Download at the top of the report to export the report to a PDF.
On exported reports, all comments for current parameters will be visible along
with currently selected Graph View
FAQ & Specs
FAQ & Specs
App Compatibility
Apple - iPad only iOS v9.0 or later
Android - v5.0 or later
Reporting/Results (browser)
Chrome, Firefox, Edge, Safari –
Internet Explorer is not supported
What kind of device do I need?
See software compatibility to the right. Reach out to your account
manager or [email protected] for the latest hardware
recommendations
Where can I download the app?
Through the Google Play or App store on the device you’ll be
using to collect feedback.
How can I get a Token to get started?
Only those with Survey Permission on the MyFieldAudit platform
can send these. You’ll need to contact the product owner for your
team or reach out to [email protected]
How can I reset my token?
Reach out to your product owner or [email protected]
What can be customized on the interface?
Your company logo can be added to the welcome screen and the
survey star questions can be customized. If you have a further
need, let us know!
