Rebranded ISC-CX Debuts Virus Feedback Tool

In Munich, Germany, recently renamed customer experience and research company ISC-CX has launched a system called Covid-19 Feedback, allowing retail customers to give real-time feedback to management after purchase, pick-up or curbside delivery.

Formerly focused on mystery shopping and known as International Service Check, the company rebranded in February this year and now offers a wider range of services including real-time survey product Voice-2025; POS crowdsourcing app solution Simply Tasks; customised retail audits; and employee surveys - in addition to mystery shopping offers.

The firm says the software will help retailers check that Covid-19 protection protocols are in place and customers feel safe. The tool uses a QR code, displayed at the store's entrance or near checkout, which links customers to a 60-second smartphone survey. Questions include whether all employees wore a protective mask and gloves, whether wipes and sanitizers were available to use, and whether social distancing was observed - along with overall satisfaction and comfort ratings.

The company says early results have included major concern over shopping carts, which clients are now taking further care to disinfect - producing improved ratings within an hour.

MD Reinhold Auer (pictured) comments: 'Especially in these times, it is extremely important that customers and companies communicate and align themselves to maintain safety standards - and preferably in a 'contactless' way using their own smartphones. Retailers do not know for sure if their customers feel safe unless they ask them in real-time'.

Founded in 1996, ISC-CX boasts multilingual, local teams on the ground in 120 countries, and is online at www.isc-cx.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.