iFeedback

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iFeedback

IFeedback logo
Basic data

Maintainer BHM Media Solutions GmbH
Publishing year 2010
Current  version 2.0
operating system Platform independent
programming language PHP
HTML5
JavaScript
category Software as a service
German speaking Yes
www.ifeedback.de

iFeedback (from English instant feedback in the sense of immediate feedback ) is an online service developed and operated by BHM Media Solutions GmbH since 2010 , which enables the digital delivery of feedback . Company customers can use this to submit their feedback digitally and mobile via smartphone , tablet or web application .

The application is available in two versions. On the one hand, iFeedback can be downloaded as an app from both the Google Play Store and the Apple App Store. On the other hand, iFeedback can be used on-site on kiosk terminals without an app. This option is the most common because it allows businesses to get on-site feedback.

Features of iFeedback

  • the possibility for the user to give feedback directly on site via mobile phone, browser input or tablet
  • Support complaint management by allowing the company to organize complaints and prioritize them
  • the automatic evaluation of the feedback provided and the subsequent presentation in the form of reporting

Advantages and criticism

The effectiveness of iFeedback was examined in a study by Manfred Bruhn and Karsten Hadwich on the subject of "Overcoming barriers to complaints through new technologies". It was examined to what extent complaint barriers, such as B. the time and psychological effort or the accessibility of the feedback channel can be overcome with iFeedback. The study showed that iFeedback helps to overcome almost all of these complaint barriers. However, the study also showed that iFeedback cannot help collect more complaints about minor issues than it did before. Furthermore, according to Bruhn and Hadwich, the use of a digital feedback channel creates new barriers to use. Above all, the compatibility of the online service with the user's mobile device remains partly unclear. Under certain circumstances, this could prevent the system from being used.

commitment

iFeedback is mainly used in areas where customer satisfaction plays a major role. According to the manufacturer, the system is particularly used in the hotel and catering industries and, according to the company, is used at over 3000 locations in more than 30 countries (as of December 1, 2014). The companies that use iFeedback include InterContinental , McDonald’s , L'TUR and Lindner Hotels .

Awards

iFeedback was awarded the Hamburg INNOTECH Prize 2011, which honors innovative business ideas from the fields of technology and corporate services.

See also

literature

  • Sabine Huebner, Carsten K. Rath: The best being different is better: The secrets of real service excellence , Redline Verlag, 2014. ISBN 3-8688-1531-7
  • Eric Horster: Reputation and Travel Decision on the Internet: Basics, Measurement and Practice , Springer Gabler, 2013. ISBN 3-6580-0610-2
  • Bernd Stauss, Wolfgang Seidel: Complaint Management : Dissatisfied Customers as a Profitable Target Group , Carl Hanser Verlag GmbH & Co. KG, 2014. ISBN 3-4464-3966-8
  • Manfred Bruhn, Karsten Hadwich: Service Management and Social Media: Potentials, Strategies and Instruments , Springer Gabler, 2013. ISBN 3-6580-1247-1

Online sources

Individual evidence

  1. ↑ a b p. 570 Service Management and Social Media: Potentials, Strategies and Instruments, Manfred Bruhn, Karsten Hadwich, Springer Gabler, 2013. ISBN 3-6580-1247-1
  2. ↑ a b p. 110 Complaint Management: Dissatisfied Customers as a Profitable Target Group , Bernd Stauss, Wolfgang Seidel, Carl Hanser Verlag GmbH & Co. KG, 2014. ISBN 3-4464-3966-8
  3. ↑ http://www.ifeedback.de
  4. ↑ http://www.hit-technopark.de/hamburger_innotech_preis.htm?showid=156