Local Measure launches real-time customer feedback tool Pulse

Leading location-based customer experience platform, Local Measure, has launched a new real-time feedback tool for the hospitality, tourism and retail industries.

Pulse allows businesses to collect and respond to feedback while customers are still on-site.

This means businesses can take action to resolve issues immediately, and avoid receiving a negative review online. Indeed, a swift resolution may be more likely to prompt a positive review.

“By the time a business has sent a post-visit customer survey, it’s simply too late to make a difference for that customer or to shape their impression,” says Jonathan Barouch, CEO of Local Measure.

Pulse allows businesses to improve the customer experience as it happens, bridging the gap between the visit and the moment when customers traditionally leave feedback online. Once a customer arrives on-site, Pulse triggers a customer feedback request at specific moments during their stay. For instance, when they log-in to Wi-Fi, in the hours after arrival, or when presented with a feedback link/QR code.

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Customers less likely to post negative reviews

Customers are simply offered the chance to submit a single 5-point rating based on their current level of satisfaction. They then have the opportunity to enter their details and comment on any issues. Staff are notified instantly and can mark each response as actioned once resolved. This boosts the customer feelgood factor and reduces negative reviews.

It’s this ability to gain instant insights into a customer’s experience in real-time that sets Pulse apart and puts control back in the hands of the venue.

“Pulse gives control back to front-line teams to take action on feedback in the moment and drive a better experience for the customer,” adds Barouch.

Hotels have been quick to see the benefits of Pulse. Benjamin Krieg, General Manager of Novotel Bangkok Sukhumvit 20, describes the system as transformative:

“I think Pulse is one of the best customer service tools we have added into our business in years.”

A recent Local Measure report found that venues which engage with guests digitally are three times more likely to see them return.