Development of an IoT-Based Robot for Real-Time Customer Satisfaction Monitoring
Lourdes Jullete G. Gumawa, Jeanbe A. Lomugdang, Allen Gem E. Bermejo, Glenda S. Guanzon, Adha Theza Naputol, Jopearlson Icy Ituriaga · 2025
This research presents the development of an IoT-based robot for real-time customer satisfaction monitoring. The study aimed to monitor the parameters such as clients' feedback and response time for real-time customer satisfaction analytics. It addresses traditional methods' existing challenges, such as time-consuming data collection, manual tabulation, offline updating, and viewing feedback summary results. Prototyping method was followed to design the circuits, assemble materials, create program codes, conduct testing, and implementation. The materials used are a 7-inch Nextion Screen Display, a microcontroller, a cloud server, fans, servo motors, and a speaker. The testing results showed that the system average response time from user data input of 1000 to cloud web server screen output was 0.39 milliseconds, with the highest of 0.95 milliseconds, and the lowest of 0.21 milliseconds. While the implementation results showed that the overall real-time customer satisfaction rating for each department is 93.27%, and 89.67% for the accounting office, and the registrar office, respectively, which are both exemplary based on the CSAT score. The average response time for accounting is 0.54 milliseconds for 139 clients, while for registrar, the average response time is 0.48 milliseconds for 141 clients. Integrating IoT technology into customer satisfaction monitoring system provides continuous real-time data collection and data analytics, and engaging experience leading to higher feedback data to measure satisfaction levels and quality of services.