A number of consulting companies were offering customer satisfaction measures, but none, Mr. Davis and Mr. Andrews believed, were exploiting the advantages that digital technology could bring. That gives results, but at a cost that's prohibitive in many situations. Using digital technology, In-Touch developed a method that saved on labour and cut costs dramatically. For icing on the cake, results could be delivered to clients more quickly than traditional methods allowed. The system is based on a free-standing kiosk that is delivered to each location where a survey is required.
Customers use an electronic pen to answer multiple-choice questions on a digitizing screen.
When the survey is completed, the numbers are crunched and a report is completed for the client. In-Touch's solution here is a digitized clipboard that works on the same principle. The clipboard, like the kiosk, has its own modem for sending data on to the central computer. The Royal Bank turned to In-Touch when it wanted to survey most of its 1,300 branches. But at the prices that traditional methods entail, the surveys couldn't have been cost-effective.