Shopper Sunny Auda uses the new ‘Tell Us’ customer feedback kiosk at CEQ’s Bamaga store.
Not-for-profit remote store operator Community Enterprise Queensland (CEQ) has announced the launch of its ‘Tell Us’ customer feedback kiosks in locations across Queensland.
The Bamaga store was one of the first to trial the kiosks, which will now be installed at all 28 CEQ remote stores.
“Our customers in Bamaga, Waibene, Ngurupai and Palm Island are already embracing the opportunity to provide valuable feedback on their store experiences, and we look forward to rolling out more kiosks across our other stores,” CEQ Chief Executive Officer Michael Dykes said.
CEQ explained that the ‘Tell Us’ kiosks allowed customers to share feedback simply and instantly via a ‘smiley face’ while their shopping experience is fresh in their mind.
“This initiative reflects CEQ’s dedication to actively listen to and address the needs and preferences of our customers,” he said.
Following the trial, CEQ will include local Indigenous languages on the kiosks to ensure inclusivity and accessibility.
They have also expanded the kiosk’s feedback options by including a short questionnaire in areas of satisfaction and improvements. The opportunity to provide open feedback was also added.
“Our primary goal is to collect valuable customer feedback to enhance our service quality,” Mr Dykes said.
CEQ General Manager (Stakeholder Engagement) Fred Gela said more than 11,000 customer feedback responses were received within the three-month trial period at the four locations, guiding their business improvement strategies.
“For example, we received feedback from some customers that they felt they were waiting too long at the checkout at certain times. This resulted in us adjusting our rosters, ensuring varying peak periods at each location have sufficient checkouts open – ultimately reducing customer waiting times,” he said.
Of the 11,000 responses, he said that 74 per cent of customers were happy with the service they received, and 68 per cent were satisfied with the range of healthy options available at their stores.
“The versatility of the system has allowed CEQ to effectively engage with the four communities, seeking their views on important matter.”
