12 November 2026

New customer feedback kiosks gather nearly 15,000 responses

Digital feedback screen showing five faces ranging from red to green

We have introduced six touch-screen customer feedback kiosks as part of a trial running until April 2027.

The kiosks give customers a quick, easy way to share feedback while they are still inside our venues. Moving between venues and events, they help us understand what matters most to our visitors without needing paper forms.

How the kiosks work

The kiosks ask customers to rate their visit, say if they would recommend us to others, and answer a few questions about the service. We do not collect any personal details. The answers go straight to an online dashboard so teams can view results and spot trends easily.

So far, teams have used the kiosks at community wellbeing and volunteering events, as well as at the following venues:

  • Kelvin Hall
  • Springburn Leisure Centre
  • Pollok Leisure Centre
  • Netherton Community Centre
  • The Mitchell Library
  • Tramway
  • Glasgow Royal Concert Hall
  • Riverside Museum

Strong results so far

Since launching in May, the kiosks have gathered almost 15,000 responses:

  • 84.8% average customer satisfaction score
  • 48.5 Net Promoter Score, showing strong customer loyalty
  • Customers regularly highlight our colleagues as one of our biggest strengths

The team will refine the survey questions and place kiosks where they can gather the most useful insights to help us improve.

To find out more or to book a kiosk for your venue or event, contact Alison Barr or Harry Bisset.

What colleagues say

Annmarie Galbraith, Libraries and Communities Coordinator (Health and Wellbeing), said:

“Our Wellbeing team have gathered feedback at three events so far. It is quick and simple to use, giving us clear stats with little fuss. It lets us collect answers on the spot rather than relying on post-event links that people often do not fill in.”

Kirstie Greenlees, Sport Customer Experience Manager, said:

“One of the biggest benefits of the kiosks is how easily we can move them to where we need feedback most. They are simple for customers to use, making it quick and easy to share their views while their visit is still fresh.”

Yvonne Smith, Venue Manager at Tramway, said:

“Testing the feedback kiosk at Tramway has improved how we understand our visitors. The simple screen works well for everyone. Including people with additional needs, different reading levels, or those who speak English as a second language. We also love that we can tailor the questions to support our environmental reporting for Creative Scotland.”