Understand whether directions
Understand whether directions, check-in, and waiting-time communication help customers arrive prepared for a service visit.
Use Formkii to collect focused feedback from customers who have just attended an appointment or visited a service location. Share a short survey by link or QR code, review the responses, and export them to CSV when you need a closer look.
What gets in the way
- Waiting time and perceived lack of information are different problems. Keep both in your analysis instead of combining them into one score.
- The right moment to ask: After the visit, with arrival questions grouped separately from service quality.
How Formkii helps
Start with a specific experience
Were directions to the location clear? Did you know where to check in? Use these prompts to anchor the response in a recent task rather than a general impression.
Understand what needs to change
How well did the expected start time match your experience? Were delays explained? What would make arrival easier next time? Leave room for an explanation so a score does not hide the reason behind it.
Give the feedback a next step
Review signage, confirmation instructions, and waiting updates as separate touchpoints. Share repeated confusion with the local team and test revised directions with someone unfamiliar with the location.
Best tools for service arrival
Common questions
Who should receive this survey?
Customers who have just attended an appointment or visited a service location.
When should we ask for feedback?
After the visit, with arrival questions grouped separately from service quality.
What should we do with the answers?
Review signage, confirmation instructions, and waiting updates as separate touchpoints. Share repeated confusion with the local team and test revised directions with someone unfamiliar with the location.
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