** NO-OK Satisfaction & Service Survey Improvement System (NOSS) -
No need to respond when everything is fine. If you find a problem, report it…
INNOVATION
PROPOSAL
NO-OK Satisfaction
& Service Improvement System (NOSS)
A
Problem-Focused Feedback System for Better Public and Customer Services
Proposed
by: K. K. Gangadharan, Madurai,
Tamil Nadu, India
1.
Creative Idea / Suggestion
I propose a simple, problem-focused alternative to
conventional customer satisfaction surveys. Instead of asking every customer to
complete a rating survey, the system allows customers to report a problem only
when they encounter one.
The concept is based on a simple principle: “No need to respond when everything is fine. If you find a
problem, report it.”
2.
How the System Works
GREEN — No Problem Reported
·
No compulsory
feedback is required.
·
The system
records that no problem has been reported.
·
This status must
not be presented as confirmed 100% satisfaction.
RED — NOT OK: Report a Problem
·
Customers can
report dissatisfaction through a QR code, sticker, mobile application, website,
kiosk or telephone.
·
They select a
reason, such as delay, poor quality, cleanliness, staff behaviour, equipment
failure or technical problems.
·
The report is
sent to the responsible organisation for investigation, corrective action and
follow-up.
Optional satisfaction confirmation can be provided for
organisations that need to measure actual customer satisfaction.
3.
Example of Results
For 1,000 service users:
·
No problem
reported: 900 users (90%).
·
Problem reported:
100 users (10%).
These figures represent reporting outcomes, not
confirmed satisfaction levels. The total number of service users and reported
problems should be published together.
4.
Present Condition and Proposed Improvement
Traditional surveys often depend on customers actively
selecting rating levels. Many people skip surveys because of limited time, low
interest or the effort required.
NOSS aims to reduce this burden by making problem
reporting quick and accessible. The organisation can also analyse recurring
complaints to identify service deficiencies and prioritise improvements.
5.
Applications
Potential applications include railway stations,
airports, hospitals, government offices, public toilets, banks, schools,
hotels, restaurants, online shopping, delivery services, lifts, escalators and
public utilities.
For safety-critical problems, the system should
immediately alert the responsible team and trigger the appropriate response.
6.
Economic and Public Benefits
·
Less effort for
customers.
·
Potential
reduction in survey administration costs.
·
Faster
identification of service problems.
·
Better
maintenance planning and accountability.
·
Improved customer
experience and public confidence.
·
Data-driven
service improvements through complaint analysis.
7.
Implementation
Begin with a pilot project at selected service
locations. Install clearly visible NOT OK QR stickers and provide alternative
reporting methods for people without smartphones. Track complaints, response
times, corrective actions and repeat problems. Compare results with
conventional surveys before wider implementation.
8.
Strong Conclusion
“Listen to problems, not just ratings. Make reporting easy, take
corrective action quickly, and turn every reported problem into an opportunity
for improvement.”
I respectfully invite the relevant organisations to
evaluate this proposal and consider a pilot implementation.
*************
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