1. Before you start
Before you start
You'll be more successful with your Ombea deployment if you take the time to prepare beforehand. Here, we show you how.
Which modules are you using?
This is our universal startup article, designed to point all users of all Ombea solutions in the right direction. It will help to clarify in your own mind which Ombea modules you are using, so you know which bits of this article to follow. As a guide, you'll have one or more of the following:
ExpressTab: Feedback tablet
ExpressPod 4G: Self-contained smiley terminal.
ExpressPod Lite: Smiley terminal with a separate 'Airlink' receiver.
Website Widget: Pop-up widget for your website or intranet.
Public Reviews: Manage your Google or Trustpilot reviews.
Link: Survey people through a web link or QR code.
If you are in any doubt at all, just get in touch and we'll clarify which modules you have.
What is your goal?
The key to success is to define upfront what outcomes you want to see. The more specific and measurable you can be, the easier everything gets.
To improve NPS by 10% from this year to next year.
At least 80% of customers are 'very satisfied' with the queue time.
Every week we visit the previous week's lowest-scoring store to find improvement ideas.
Remember: Define your goal clearly so it's easy to know when you've hit it, and when you've missed it. Remember to be ambitious!
Plan your touchpoints
Touchpoints are the building blocks of Ombea. A Touchpoint is simply a specific point where people will give you feedback. It could be a place in a store or in an office, a page on a website or a view in an app. Within Ombea your Touchpoints are defined by their type, and a suitable name and place in your organization.
The larger your organization, the more important this step is. If you're starting with just one or two locations or web pages, you can skip this step.
Think about your organizational structure. Where will the feedback be collected? You can map this structure in Ombea so the data makes more sense when you come to making improvements.
See Understanding Touchpoints for examples to help you.
List your users
The larger your organization, the more important this step is. If it's just you working with the data, you can skip this step.
Think about your team structure.
Who needs login access to the dashboard?
Who needs alerting when poor feedback comes in?
Who needs to receive regular reports?
Plan your questions
When you know your goals, defining the questions is easy. For inspiration, see the following articles:
The perfect survey
Example ExpressPod Questions
Updated on: 27/10/2022