At a glance

Policy stage: 
Level of involvement: 
Cost: 
Low
Length of process: 
Varies
Number of participants: 
Open
Participant selection: 
Self selected
Online / Offline: 
Online

Feedback kiosks are static booths which can be placed in any space and allow people to give electronic feedback on services.

Description

Kiosks are electronically-operated touch screen devices which can be placed in any space (most often they are seen in hospital waiting rooms and other public spaces). They allow service users/employees/visitors to provide feedback and answer survey questions. The information provided can then be analysed. Kiosks can be used for single events, in order to capture public opinion or feedback on that single instance, or on a permanent basis to monitor performance and measure changes in opinion over time.

Used for

Collating feedback with a view to improving public services. Feedback kiosks however are not especially suitable when more detailed feedback is required. There are instances when more benefit could be had from seeking a face-to-face approach, particularly if issues are complex or sensitive.

Participants

Anyone. Feedback kiosks can be aimed at specific groups, for example, service-users or customers, to guage public opinion on a specific area.

Costs

Low - Medium. There will be a need for intial investment to purchase and install the kiosk and there may be the need for bespoke software.

Approximate time expense

Low. Gathering the feedback is quick simple, as users are unsupervised and can have access to the kiosks at any time of day. Analysis may be more labour-intensive, depending on the quality of software purchased and the type of questions asked.

Strengths

  • Users can give real-time feedback unattended so, the required staff assistance is minimal.
  • The information given is secure and confidential.

Weaknesses

  • Although they are low maintenance and do not require much staff involvement, this can result in lower participation rates than for example, a Personal Digital Assistant. Their location needs to be carefully considered to maximise respondents.
  • They could also be a barrier to those less used to using technology.
     

Origin

The first interactive kiosks were developed in the 1980s by shoe manufacturers, and were designed to advertise and promote shoes for customers that were not available in their current retail location. Customers could select the item they wished to purchase and pay for it at the kiosk.

 

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