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Introducing Visitor Feedback: Hear From Every Person Who Scans

Wayfinding is supposed to help visitors find things. But until now, when something did not work — a marker in the wrong place, a confusing name, a QR code peeling off a wall — visitors had no easy way to tell you. They just got lost, got frustrated, and either asked staff or left. Today we are shipping visitor feedback: a simple "Report issue" link on every scan page. Visitors describe the problem in their own words — a short description is required — and reports flow into an inbox built for busy ops teams: one screen, one click to mark resolved.

The feedback gap in wayfinding

Most facilities teams run blind. A Forrester report on physical-space customer experience has found that only about a quarter of organizations have any feedback channel that lets building visitors talk directly to facilities or ops teams. The rest rely on annual surveys, hallway anecdotes, or complaints that escalate to leadership.

This is a bigger problem than it sounds. Qualtrics research on customer feedback has shown that feedback collected at the point of confusion has roughly 8x the signal-to-noise ratio of post-visit surveys — visitors remember specifics in the moment and forget them within hours. A hospital patient who got lost finding radiology will remember it vividly at 10:05am and vaguely at 5pm. If you ask them the next day, the memory is gone.

NHS England's patient experience survey consistently finds that around 13% of complaints touch on signage or navigation. That is a top-five category of complaint, and it rarely reaches the wayfinding team that could actually fix it.

What visitors see on the scan page

The scan popup now has a small, unobtrusive block at the bottom: a single "Report issue" link.

Tapping it opens a text box. Visitors describe the problem in their own words: "QR code is peeling off," "This marker is actually on the wrong side of the hallway," "Searched for 'bathroom' and got no results." A short description is required before the report can be sent — that is deliberate. It keeps the inbox full of signal rather than one-tap noise, and every entry your team reviews is a specific, actionable comment attached to a specific marker.

There is no account required, no email, no phone number. Anonymous by design. This is deliberate too — research from Qualtrics has shown that requiring identifying information cuts feedback rates by 60-70% on average.

What admins see in the inbox

Feedback flows into a dedicated inbox in the admin area. The default view shows all open reports that have not yet been acknowledged.

Filters at the top let admins switch between Open, Resolved, and All. A count badge in the sidebar shows open items, so you can see at a glance when something new has come in.

Each row shows the marker, the map and site it belongs to, the visitor's description, and a one-click "Mark resolved" button. Click it and the row moves to the resolved list, and the badge count drops. Change your mind later? The resolved view has a "Reopen" button on every row.

The inbox is built for the reality of facilities work: you are already juggling ten other things, and this needs to take 30 seconds — not 30 minutes.

Example: a hospital catching a broken sign within hours

A regional hospital activated feedback on a Monday morning. By Monday afternoon, three separate visitors had tapped "Report issue" on the same marker with comments mentioning that the QR code at the main elevator was unreadable.

The facilities director saw three open issues on the same marker, walked to the elevator, and found that the laminated QR was heat-warped from a nearby radiator. Ten minutes to reprint, five to reapply. Problem solved the same day.

Without feedback, this would have surfaced as complaints at reception over the next two weeks — with no way to connect those complaints back to the specific marker and fix it in real time.

Example: a university spotting a mislabeled marker

A university's wayfinding team placed a marker labeled "Chemistry Building" at what turned out to be the Biochemistry department's entrance. Students ended up at the wrong door for two semesters before the label was ever questioned.

After feedback went live, the ops team got five issue reports on that marker in the first week — all in different words but all saying the same thing: "this is not chemistry, it is biochem." One edit, name corrected, no more reports.

Aggregate signal is what catches these cases. A single complaint gets dismissed as user error; five separate reports with the same root cause are impossible to ignore.

Turning feedback on or off

Feedback is on by default. If you would rather not collect it — perhaps because your legal or privacy team wants to review first, or because your venue uses a different feedback channel — you can turn it off with a single toggle in your map behaviour settings.

When disabled, the scan page simply does not show the "Report issue" link. When re-enabled, it comes back instantly — no need to reprint QR codes or hand anything out again.

The inbox itself is available on Professional and Scale plans. Submitting feedback works on every plan that has the feature switched on — so even Starter plans can gather issue reports today and upgrade for the inbox when the signal justifies it.

Three feedback-driven habits

Teams that get the most value from feedback tend to share three habits.

They skim the inbox once a day. Feedback is most useful when it is fresh. A 5-minute end-of-day triage catches issues while they are still cheap to fix. Deloitte's research on feedback response times has found that organizations that resolve physical-space feedback within 48 hours see visitor satisfaction recover faster than those that take a week or more — even when the underlying fix is the same.

They watch for repeated reports on the same marker. A single report can be a one-off. Three or four reports on the same marker with overlapping phrasing is almost always a broken sign, a mislabeled location, or a peeling QR code. The inbox makes those patterns easy to see at a glance; let the pattern tell you what to act on.

They close the loop with the person who surfaced it. When an issue report leads to a real fix, there is no automatic way to let the visitor know. But if a staff member can mention it verbally — "we fixed that elevator code you reported" — visitors feel heard and tell three more people.

Visitor feedback is available starting today. The "Report issue" link works on every plan (with a settings toggle). The admin inbox is included on Professional and Scale. Free trial available.