A kiosk asks the shortest possible question at the moment somebody is leaving, and that timing is its whole advantage: nobody has to remember anything, and the person who would never open an email will still press a face on the way past. The trade-off comes with it. You get volume and immediacy, and you give up knowing who answered, which means the follow-up that makes feedback worth collecting has to come from somewhere else.
Where it goes decides what it measures
A terminal at the exit measures the visit; one at a service desk measures that desk; one in a corridor measures whoever happens to walk past, which is nobody in particular. Decide what you are trying to learn before deciding where the box stands, because the position is the sampling method and moving it later breaks the comparison with everything you collected before.
One question, and a reason to press it
A kiosk gets one question and perhaps one follow-up tap. Anything more and the queue behind decides for the person answering. The most common mistake is asking a question nobody can answer honestly in two seconds standing up, such as how likely they are to recommend you to a colleague, when what you can actually learn there is whether this particular visit went well.
The two ways it goes wrong
The first is a terminal nobody has read since it was installed, which produces months of averages and no action. The second is a terminal placed where staff can see who presses it, which quietly turns the score into a performance measure and makes unhappy customers walk past. Both are fixed by ownership rather than technology: somebody has to read it weekly and be able to act.
Reaching people the terminal misses
A press is anonymous, so the unhappy answer arrives with nobody to call. Pairing the kiosk with an identifiable ask, a QR code, a receipt link, an email after the visit, is what turns volume into a list of people you can actually go back to. Csatzo keeps both, and the identifiable ones are the ones the follow-up works from.
Questions people ask about kiosk survey
How many responses will a kiosk get?
Many more than an email and mostly anonymous. The free worksheet turns your own footfall and press rate into the number of answers and, more usefully, the number that will need a reply.
Should the kiosk ask NPS?
Usually not. Recommendation is a question about the relationship, and a terminal by the door is asking about this visit. A satisfaction question fits the moment better.
Do we need to worry about accessibility?
Yes. A terminal in a place of public accommodation is subject to accessibility requirements, and reach, height and the alternative to touch all matter. The Access Board's ICT standards are the reference.
Can we tell who pressed the button?
Not from the press itself, which is the point of it being quick. Pair it with a QR code or a follow-up email when you need to be able to reply.