Feedback kiosks are static booths which can be placed in any space and allow people to give electronic feedback on services.
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 measure change in opinion over time.
Collating feedback with a view to improving public services.
Anyone. Feedback kiosks can be aimed at specific groups, for example, service-users or customers, to guage public opinion on a specific area.
Kiosks can cost up to £4000.
Approximate time expense
Gathering the feedback is quick simple, as users are unsupervised and can have access to the kiosks at any time of day. However, analysis may be more labour-intensive, depending on the quality of software purchased.
When to use
Feedback kiosks can be used either to collect feedback over time to be constantly monitored and evaluated, or can be placed in areas for specific periods to measure feedback on individual events or services.
When not to use
Feedback kiosks 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.
• Users can give real-time feedback unattended so, the required staff assistance is minimal.
• The information given is secure and confidential.
• 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.
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.
Image credit: Spongecake
Gather individual pre-existing opinions
Number of participants
Self selected participants attending as individuals (open access process)
A Group which broadly reflects the Demographic make up of a certain community or population
Level of awareness and interest
participants know about some aspects/can roughly articulate some interest
Level of involvement