Square is a fintech company that provides a variety of services and tools aimed at simplifying payment processing, business management, and financial transactions for both businesses and individuals. Established in 2009 by Jack Dorsey and Jim McKelvey, Square has emerged as a significant player in the payment and commerce sector.
Born with a clear objective to address common challenges in the payment experience, Square has introduced an array of features, hardware, and platforms to streamline payment collection processes without the need for extensive technical setups.
Among the numerous offerings from Square, one particularly intriguing feature stands out, and that’s what we’ll be delving into in today’s article: Square Feedback.
What is Square Feedback?
Square Feedback is a customer feedback system provided by Square, aimed at facilitating direct and private communication between businesses and their customers. This system empowers businesses to gather valuable insights and opinions from customers, resolve issues privately, and improve their services based on real-time feedback.
Key Features and Functionalities
Private Customer Interaction: Square Feedback provides a confidential avenue for businesses to communicate directly with customers. This allows businesses to address concerns, resolve issues, and receive feedback in a discrete manner.
Feedback Collection Through Digital Receipts: Customers can conveniently provide feedback directly through their digital receipts, offering an easy and immediate way to share their experiences with the business.
Issue Resolution and Loyalty Building: Square Feedback efficiently handles negative experiences. Businesses have the option to offer refunds or provide coupons to unsatisfied customers, preventing public negative feedback and fostering customer loyalty.
Remote Management: The system offers remote access to customer feedback data, enabling businesses to monitor their performance and engage with customers from anywhere using the Square Dashboard or Point of Sale app.
Square Feedback is available as a complimentary feature within Square Point of Sale, making it easily accessible to businesses without incurring extra costs.
While not as robust as a customer experience management software, it effectively covers a significant aspect of the customer journey for any business: the point of sale.
| To delve deeper into this subject, we invite you to read: POS Data Analysis
For a more comprehensive understanding of its importance, let’s check this fictional customer journey map where we highlight the stage where the Square Feedback could be applied.
| Stage | Touchpoint | Customer Action | Pain Points | Possible Solutions |
| Awareness | Advertising | Customer sees store ads | Lack of awareness | Utilize various advertising channels |
| Awareness | Social Media | Customer discovers store online | Limited information | Regular updates, engaging content |
| Consideration | Store Website | Customer browses products | Hard-to-navigate website | User-friendly website, clear categories |
| Consideration | Customer Reviews | Customer reads product reviews | Lack of trusted information | Encourage genuine reviews, provide ratings |
| Decision | In-store Display | Customer sees promotions | Overwhelmed by choices | Highlight featured products, limited-time deals |
| Decision | Staff Interaction | Customer asks staff for advice | Uninformed staff | Train staff, provide product knowledge |
| Point of Sale | Checkout Counter | Customer completes purchase | Long checkout queues | More staff during peak hours, self-checkout |
| Service | Customer Support | Customer seeks assistance | Slow response times | Efficient customer support channels |
| Service | Product Returns | Customer wants to return items | Complex return process | Simplify return policy, hassle-free returns |
| Loyalty | Loyalty Program | Customer enrolls in program | Unaware of program benefits | Promote benefits, instant signup option |
| Loyalty | Personalized Offers | Customer receives tailored offers | Irrelevant offers | Analyze customer data, offer relevant deals |
We have taken a fictional and common grocery store and mapped out some of the common touchpoints in such an establishment. Of course, the Point of Sale is one of the most critical touchpoints, and this is where Square Feedback comes into play.
Tools like this allow you to gauge the satisfaction level of your users, not only at this specific touchpoint but also to evaluate other aspects of your company to enhance and deliver incredible customer service to your users.
In this example, the satisfaction level is reflected in the “Experience” row in a linear format, ranging from Satisfied to Dissatisfied based on the collected responses. This data is of paramount importance, and collecting information with platforms like Square Feedback is essential to gaining a better understanding of what is happening with your audience and the satisfaction level among your clients and users.
Embark on Improving Your Own Customer Journey
If you are searching for tools to help uncover the satisfaction level of your customers and users and wish to delve into the minds of your consumers, using the right tools is a crucial part of achieving that goal.
QuestionPro is an excellent choice when it comes to constructing or enhancing your customer journey strategy, thanks to its wide range of products, services, and features that cater to the needs of any company, regardless of project size.
Within QuestionPro, you will find all kinds of functions and solutions to implement or reinforce your customer experience strategy. Some of the most notable include:
Let’s start with QuestionPro CX, a robust customer experience management software where you’ll find a diverse range of features like our closed-loop system and NPS+, our enhanced version of the classic Net Promoter Score® methodology.
We also offer survey software for conducting individual studies and in-depth analysis of collected data. Suppose you’re looking to create incredible customer journey maps. In that case, you can use QuestionPro SuiteCX, our customer journey mapping tool ideal for mapping out all your touchpoints and integrating real data from other sources to create an authentic visualization of your customers’ experiences.
Begin enhancing your customer journey now!
