Canada Post solicits feedback via QR Codes
Canada Post has expanded its existing relationship with voice-of-customer (VOC) firm OpinionLab to collect customer feedback through mobile feedback tools as well as the web, gathering customer insights from its 40 retail locations throughout Canada.
By adding quick response (QR) codes to point-of-sale materials, Canada Post can now direct customers to comment cards optimized for mobile devices, gaining real-time input from post office visitors before they even leave the premises.
According to Rand Nickerson, CEO for OpinionLab, "The secret to building brand loyalty is actually quite simple: listen to the customer. That simple acknowledgement from the brand goes a long way."
At each of the 40 post offices, three separate areas will invite customer feedback:
- A five-foot sign in the queue area;
- An acrylic sign attached to shelves on the wall;
- A tear-away pad on the countertop.
Each of these point-of-sale devices will ask customers to share feedback about their Canada Post experience, and feature a URL and QR Code that direct the customer to mobile-optimized comment cards, allowing customers to use their mobile devices to send feedback to Canada Post on the spot.
Customers simply select their Canada Post location from a geolocator list and submit their ratings and open-text comments through a simple, dynamic comment card. OpinionLab captures and delivers that feedback to the selected location, allowing Canada Post to gather intelligence on customer experiences, assess trends, and act quickly to address issues and opportunities alike.
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