A touchless InMoment alternative for physical customer feedback

InMoment is commonly chosen when customers can respond to a configured microsurvey through email, SMS, app, link, QR, or another program channel. ThumbsUp uses an airport service area, hotel handoff, retail desk, or other high-traffic stage as the response point: the customer faces a compatible camera-equipped Android tablet, shows a supported hand or thumb gesture, and continues through the service flow.

InMoment is a good fit when the brief needs a digital microsurvey or journey question with the channel and follow-up selected by the CX team. The buying team should account for cross-channel journey analytics and action workflows across the configured program. ThumbsUp adds a manager-set question and a gesture at a high-traffic journey stage; the customer action is quick, visible, and tied to the local service moment. Compare the effort, context, and follow-up the team needs.

ThumbsUp lets an authorized manager create or change the short question shown in Daily Questions. For an airport service area, hotel handoff, retail desk, or other high-traffic stage, useful prompts include "How helpful was this airport service point?" and "How was the guest-service handoff?" The active question can change when the team moves from one service priority to another.

A compatible camera-equipped Android tablet is the starting point. In supported markets, a tablet can be around $100 before accessories, mounting, support, taxes, and site work. Flexible plans let a team begin with one point and add locations after a pilot tests a high-traffic journey stage and the active question.

Use this like-for-like frame when evaluating airport and hotel touchpoints where the service stage changes quickly. It keeps customer effort, physical placement, question ownership, and the manager decision in view.

At an airport service area, hotel handoff, retail desk, or other high-traffic stage, ask "How helpful was this airport service point?" so the customer knows what the device represents. The resulting answer can be reviewed against available time, day, device, location, and configured employee or shift context in the dashboard.

If the priority changes to "How was the guest-service handoff?", an authorized manager can select a new active question in Daily Questions. Keep the wording short, explain the gesture in plain language, and keep the InMoment collection route available for written detail or follow-up.

For a ThumbsUp point, the camera is used for live gesture recognition on the tablet. Frames are processed locally, remain on the device, and no biometric data is transmitted for cloud processing. Managers review the selected signal and available operational context, not a camera feed.

Before enabling a ThumbsUp point at a high-traffic journey stage, test the camera view, lighting, distance, mounting, signage, accessibility, and customer choice. Keep the privacy notice, access permissions, retention, and question owner documented for cross-channel CX analytics and closed-loop programs.

Use one service point to test the complete path: signage, gesture, device recognition, dashboard review, and the manager action that follows. At an airport service area, hotel handoff, retail desk, or other high-traffic stage, the first prompt can be "How helpful was this airport service point?" and the second review can test "How was the guest-service handoff?" when the priority changes.

The pilot should show whether the selected question gives the local owner a usable service-stage signal at a high-traffic journey stage. Check the camera view, distance, lighting, glare, power, connectivity, cleaning access, customer flow, and accessible route before scaling.

Choose InMoment when the program needs a digital microsurvey or journey question with the channel and follow-up selected by the CX team. The decision also depends on cross-channel journey analytics and action workflows across the configured program. Choose ThumbsUp when the local team needs one clear physical pulse that an authorized manager can retarget without changing the wider CX program. ThumbsUp adds a manager-set question and a gesture at a high-traffic journey stage, giving the local team a physical signal to review in context.

The methods can be complementary when enterprise analytics can combine broader journey evidence while ThumbsUp keeps the local service question visible and easy to test. Compare customer effort, question depth, total installed cost, accessibility, privacy, and the manager action before scaling.