Customized feedback loop for a niche Swedish survey firm

 

LoopHat is a new Swedish survey company that creates and provides immediate feedback loops to firms within various fields. They start off by focusing on niche markets in physical environments, like house cleaning services, empowering the businesses to digitize and enhance the daily work processes. 

LiteBreeze developed this app, using which, firms can create surveys and send them to customers via SMS/email. They can view survey responses and initiate actionable feedback.

LoopHat facilitates following up closely with customers in a new way. The result is a closer relation to customers with improved loyalty and retention. The service also provides an opportunity for additional sales. 

Both surveys and users are managed by the organization’s administrators. Administrators can add additional users as either administrators or normal users.

Any user can send survey invitations to contacts, view, and reply to responses on behalf of the organization. 

Hierarchical sub-organizations can be created for further separation/compartmentalization and easy management. 

LiteBreeze is developing this app using Laravel 5.6 and MariaDB. Our senior Laravel developers have been working relentlessly to bring out a fast, reliable, user-friendly, and scalable application.

The site is multilingual and currently supports Swedish and English languages. 

Overview of features

Some of the key features implemented in this system are:- 

Contacts: Contacts are customers who actually take part in the organization’s survey. Contacts can be managed by both administrators and normal users of the organization. 

Surveys: All survey-related content such as questions or invitations is created from a preset template. Customized surveys can be created by the organization administrator.

The administrator can set custom questions for each survey that either accepts a score or text response. 

Three types of surveys will be available in the application:

  1. Send-out survey – The organization user (administrators/normal users) can send out invitations to specific contacts/customers by email or SMS depending on available data. Contacts can access and participate in the survey through the link provided in the invitation message.
  2. App survey – This is still in the development phase along with the poster survey option. End users will be able to access and submit the survey through the app. The user will have the option to submit such surveys anonymously. 
  3. Poster survey – The end-user will be able to access these surveys by scanning the QR code on a poster or other similar sources. As with the app survey, the poster survey also facilitates anonymous participation.

Loops: Loops refer to contact’s responses received for surveys and the continued communication between the organization user and contacts.

The responses submitted by the contact for a survey invitation can be reviewed and commented on by the organization user. They can have back and forth conversations regarding the same and discuss ideas or issues.

There is an additional setting to provide notifications when a response or new message is added to the communication thread. The sender can respond to it with an SMS as well as email. 

Organization: A new user’s account registration creates the main organization. Up to five sub-organizations can be created/stacked by organizations under main/sub-organizations. 

At each level, the organization can have sub-organizations depending on the maximum number allowed by the subscription plan used by the account.

A user assigned as an administrator to an organization will be automatically considered as an administrator to all its sub-organizations. 

Multi-language: The survey invitation and form displayed will be in the contact’s preferred language if language content has been filled. Otherwise, the default language used is English.

Users: Users are persons who have access to the organization. A user can be part of multiple organizations. There are two roles within users, normal and administrator.

The access and functions of users are based on the user’s role within the organization.

A normal user can send surveys, manage contacts, view responses, and communicate with contacts in relation to the response. 

An administrator can add sub-organizations, manage and customize surveys, add/remove users to the organization and manage the role of each user in the organization, in addition to performing all activities permitted to the normal user.

Media settings: Survey forms can be customized to add the organization logo. The header and footer colour can be customized as well. Only the organization administrator can set the logo and colour preferences.

Third-party integrations: Clients of LoopHat can send surveys to their contacts using integrations with existing applications like TimeWave.  

Checkinout and social distancing: Checkinout is a built-in extra feature for social distancing to help prevent overcrowding by having information regarding the number of people at public places such as gyms/ malls/ supermarkets.

This is especially useful during COVID-19. Checkinout (currently as MVP) has its own public website and can also be used standalone. 

Media settings: Survey forms can be customized to add the organization logo. The header and footer colour can be customized as well. Only the organization administrator can set the logo and colour preferences.

Advantages

Social distancing: Checkinout feature helps in social distancing to help prevent overcrowding by having information regarding the number of people at public places such as malls. This is especially useful during COVID-19.

Third-party usage: Third parties will be able to send surveys to their existing contacts using integrations with existing applications like TimeWave etc.  

Replying to the feedback:  Once a customer submits feedback, the sender can respond to it with an SMS as well as email. They can have back and forth conversations regarding the same and discuss ideas or issues.

Future challenges

Application: We are working to improve the UX and provide more features that will be in tandem with this new up-to-date back-end.

Feedback Board: A new job follow-up service named “Feedback Board” will be launched soon collecting task-related feedback directly from customers.

The app is targeting public physical premises as boutiques, museums, airports, and even for internal employee feedback. 

Customized feedback loop for a niche Swedish survey firm
In our collaboration with LiteBreeze, I benefit from a culture needed for high-quality deliveries, some to mention: engagement in requirement analysis and solutions, quality assurance with internal coaching, a mindset of transparency with excellent project communication. Starting off collaborating with an Indian offshore team can be challenging, but LiteBreeze has captured my experience of these challenges in their own brand name.
- Håkan Askengren
Team of developers who worked on this project: Sandeep, Karthik, Arun, Rahul, Urmila