Customer feedback has long ceased to be a formality and has become a business development tool. This is especially noticeable in Dubai: hotels, restaurants, retail and developers are looking for new methods every day to listen to customers and retain their loyalty. Paper questionnaires and email surveys no longer work. Responses are rare, and the reaction rate is too slow. Companies are moving to QR code and WhatsApp. These channels are simple, familiar, and instantly engaging.
QR Codes Driving Higher Review Participation
Today, QR code surrounds us everywhere: cafe menus, shop windows, apartment complexes, event posters. One scan, and the client is already on the feedback survey, ready to leave a review or fill out an NPS survey. Their capabilities are impressive: up to 3 KB of data and more than 31,000 modules in 177×177 format. This makes QR a universal tool. Restaurants in Dubai, abandoning paper cards, achieved an increase in the number of responses over 300%. Convenient access directly affects completion rates and stimulates engagement.
WhatsApp Becoming The Preferred Feedback Channel
In the UAE, WhatsApp is used by more than 5.66 million people. This is a familiar means of communication that does not require additional applications. The WhatsApp Business API allows you to connect chatbots, collect real-time feedback, integrate data into CRM, and segment responses. Email is being ignored more and more often, while WhatsApp messages are being read faster and answered without delay. This format increases response rates and becomes the optimal point in the customer journey. Many companies include this channel in their customer experience management practices to track and improve each contact.
Measuring Feedback With Key Metrics
Three indicators help to evaluate customer experience: NPS(Net Promoter Score), CSAT (Customer Satisfaction Score), CES (Customer Effort Score). NPS usually consists of one question, CSAT is limited to one or two, and CES – up to five to understand how convenient it was for the client to interact. These polls create a transparent feedback loop. If the CSAT drops, this is an immediate signal: the service or product needs to be adjusted.
Reviews Driving Sales Growth
Customer feedback doesn’t just work to improve processes. It directly affects sales. 93% of customers read online reviews before buying. If there are five or more reviews, the probability of purchase increases by 270%. Collecting reviews through QR code and WhatsApp gives companies not only customer insights, but also increased trust. And trust inevitably translates into sales.
Personalization Enhancing Engagement
Automation and personalized messages turn feedback into a retention tool. The chatbot in WhatsApp offers survey templates, sends incentives for participation and recommends new services. This process becomes part of the data-driven strategy. Analytics and reporting tools are working together to reduce churn and strengthen customer loyalty.
Today, 99% of UAE residents actively use the Internet and mobile devices. For businesses, this means one thing: we need simple and fast communication channels. QR code and WhatsApp help not only to increase engagement, but also to build a data collection system that affects product development, improves service quality and strengthens the company’s position in the competitive Dubai market.
Hockey fan, nature enthusiast, hiphop head, Eames fan and HTML5 Guru. Doing at the junction of aesthetics and programing to create great work for living breathing human beings. I work with Fortune 500 companies and startups.
