LIV North is excited to announce our improved touchless LIV XPress Customer feedback Terminals!
LIV XPress is a feedback management platform that allows LIV North to work with our Property Managers in benchmarking the performance of their amenity and measuring user/customer satisfaction in real time.
Our touchless, wireless terminals will uncover the reason for any customer dissatisfaction immediately so we can course correct with unmatched speed. This valuable tool also lets us know when we are doing it right.
During the last year we have received over 36,000 responses on our 32 terminals. As you can see on the summary below LIV North earned a NPS 64 and over a 12 month period. True NPS ranges from -100 to 100 so this is an excellent score and is equivalent to our local promoter score of 8.25 out of 10. The largest complaint received over this period was water temperature being too cold. This was anticipated as most buildings reduced the heat to minimize electrical consumption during low usage.
“Our customers really appreciate the use of this technology, especially the instant feedback.” states Brian Townsend, VP of Operations for LIV North. “We believe in Net Promoter Score as a guide to how well we can service customers and this is in real time. The use of this technology has also allowed us to work with our facilities to uncover problem areas and swiftly make effective changes where we can measure the impact!”.
The terminals are portable and easy to set up, making it a hassle-free solution for continuous dialogue with customers.
The new terminals are easily adjusted remotely allowing:
- Instant changes made to the selected question,
- Scheduling questions to be automatically changed at a specific time/date,
- Addition of a QR code for additional feedback,
- Switch from smiley faces to a numeric response.
Switching between Smiley or ABC choices at any time, on any given terminal, to ask the right questions in the right areas to ensure we are able to capture the data we need to measure experiences, or gathering feedback to a specific issue or responses for making decisions or gauging interest.
LIV North Aquatics will continue to use this technology in our managed condo facilities and will start cycling these units through our maintained facilities to provide real time feedback on the pool or fitness facilities to ensure we are exceeding our end users expectations.
If you would like a demonstration of what LIV Xpress can do for your facility just click on the QR code and let us know or connect with us directly.
